FREQUENTLY ASKED QUESTIONS

FAQ

 Customer Service

 How can I get in touch?

 Our friendly Customer Services Team will be happy to help! They are here from Monday to Friday (excluding Bank Holidays) from 9am until 5pm.

 

Email: contact@modishliving.co.uk

Telephone: 01273 499057

 

Or chat to us by Live chat via our Homepage {link to homepage]

 

  • Visit us

 

We have a large studio and workspace with furniture from some of our ranges on display.  We’d love to meet you and chat about what type of furniture you’re looking for. Feel free to pop in, have a browse, meet our resident pooches, Macy and Dave, and even stop for a free coffee while you're here!

 

Hove Business Centre, Unit 6, Fonthill Road, Hove, BN3 6HA

 

Orders

  • How do I place an order?

 

ONLINE

You can place your order online 24 hours a day, 7 days a week.

 

If you have a Modish Living account, login to your account and start shopping. 

 

If you are a new customer, create an account or select one of our Express checkout options for speedy orders. 

 

PHONE

You can also place your order over the phone by calling us on 01273 499057 Monday to Friday 9am to 5pm.

 

  • How long will my order take to arrive?

 

We aim to give an accurate estimate of delivery lead times on each product page. In the rare occurrence there is a delay to your order, we will aim to inform you within 48 hours of order.   

 

  • How do I cancel an order?

 

We understand sometimes orders need to be cancelled and aim to make it as easy as possible for you. All orders can be canceled and must be cancelled at least 24 hours before confirmed delivery. Simply call our Customer Services team or reply to your confirmation email to arrange the cancellation.

 

  • Can I add an item to my order?

 

Yes you can. The best way to do this is to call our Customer Service Team on 01273 499057 and they will be able to add the item and consolidate your orders.

 

  • Can I change my delivery address once my order has been placed?

 

Yes you can. Just contact us by email or phone to arrange a change.  We may have to ask you for an additional piece of ID as an extra security measure, but this is nothing to worry about. We also need sufficient notice and are unable to make any changes to your order, including delivery address, after we have released the order to our drivers or courier.  

 

  • Do you accept all payment types?

 

We accept all major credit and debit cards, together with Paypal and GPay.

 

  • Do you offer interest free credit?

 

Yes we do! You can spread the cost on any order worth £500 or more in fixed monthly payments, without paying any extra in interest. 

 

  • I’ve received an order confirmation email from you, what happens next?

 

Congratulations! You’re one step closer to receiving your beautiful Modish Living purchase. Our delivery service provider will contact you by phone or email approximately 1 or 2 days prior to confirm a delivery date. 

 

  • Can I come to your studio to view an item?

 

Yes, absolutely! We’ll even make you a cuppa. Please be aware that our studio is a working space and whilst we do have a selection of our furniture on display, if you have something in particular in mind, we advise you to call or email to check it is on display before making the journey.

 

Deliveries

 

  • What are your delivery costs?

 

We offer a free delivery service to most mainland UK destinations (*excluding Scottish Highland postcodes) on all orders over £50.

 

  • Where do you deliver to? 

 

We deliver to most mainland UK destinations (*excluding Scottish Highland postcodes).

 

Additional delivery charges and slight extensions to delivery lead time may apply on certain products being delivered to the following postcodes: AB, IV, PH, PA, DD, KW. Charges start from £45 for a small item of furniture. 

 

For an additional charge, we can also deliver to the Republic of Ireland and Northern Ireland. Charges start from £140 for a single item.

 

We are unable to deliver to UK off-shore destinations and the rest of the world, but we can deliver your order to a freight forwarding company, based in mainland UK, for you to arrange onward shipping. We are happy to provide you with weights and measurements so that you can acquire quotes from the freight companies. 

 

For a quote pre-ordering, please feel free to contact us at contact@modishliving.co.uk or call on 01273 499057.

 

  • How will I know when my purchase will be delivered?

 

The delivery lead times are indicated on each product page.  Once you have placed your order you will receive an email with the order confirmation.  Our delivery service provider will then contact you by phone or email approximately 1 or 2 days prior to confirm a delivery date and time slot. If this delivery date is inconvenient, don’t worry.  Our delivery service provider will be happy to rearrange another delivery date.

 

  • I’ve ordered multiple items, will they arrive at the same time?

 

For your convenience, if you have ordered multiple items, we will deliver your order in one easy delivery. This may mean one or more of your items are delivered later than the estimated lead time on the product page.

 

Alternatively, if you would prefer to receive part of the order sooner, we can speak to you about a possible split delivery.  Please note that we are unable to offer split delivery on any items purchased either as a bundle or those processed via interest free.

 

  • Will you take away the packaging?

 

For small items, please dispose of and recycle the packaging yourself. For large items, we recommend you keep the packaging initially, just in case you would like to return the item. We can only offer refunds on items in their original condition and packaging. 

 

  • Do you operate a 1 man or 2 man delivery service?

 

For large items (such as beds, wardrobes), we operate a 2-man delivery service to a room of choice. Placement of the item to the room of choice will take place once a satisfactory safety assessment has been carried out by our delivery team/driver.  Should the room of choice not meet the safety assessment requirements, then our delivery team/driver will place the Goods in an alternative location. If you have any concerns at all with regards to accessing your required room/premises, please contact us prior to placing an order, see contact details on the website.

 

For small to medium items, we operate a 1-man delivery service and the item is delivered to just over the threshold of the property. For such deliveries, our drivers are not allowed to deliver items single-handedly up flights of stairs. However, if assistance is provided by the recipient, our friendly drivers will often help to move items up flights of stairs, but please note that the items are not insured if damaged. 

 

  • Will you assemble my item?

 

For a small extra charge, our delivery service providers can assemble your items and remove packaging. Please note that if you select this service and our delivery service provider disposes of the boxes, unless there is a fault with the item, it is no longer returnable. This is only available on specific items, so please contact us at contact@modishliving.co.uk or call on 01273 499057 before ordering.

 

  • What if I’m moving house?

 

This is no problem.  Simply contact our friendly Customer Service team at contact@modishliving.co.uk or call on 01273 499057 and they will be able to arrange delivery to your new home.

 

  • Will your delivery team take my item to the relevant room?

 

For large items (such as beds, wardrobes), we operate a 2-man delivery service to a room of choice. Placement of the item to the room of choice will take place once a satisfactory safety assessment has been carried out by our delivery team/driver.  Should the room of choice not meet the safety assessment requirements, then our delivery team/driver will place the Goods in an alternative location. 

 

We always recommend you contact us prior to placing an order if you have any concerns at all with regards to accessing your required room and/or premises.

 

Returns

 

  • Can I return an item? 

We want you to love your order, but we also understand there are times you may want to return an item. That’s fine. You can return most standard-sized items to us in its original condition and packaging and unassembled within 14 days for a full refund, excluding any delivery fees. There are some exceptions and some items we can’t accept returns for, so have a read through of our Terms and Conditions or contact one of the Modish Living Customer Service team at contact@modishliving.co.uk or 0 1273 499057. 

 

  • How do I return an item?

We’ll make this as easy as possible for. Please take care to keep all packaging until you are happy with the item, as we can only accept returns in perfect condition with its original and undamaged packaging. Simply contact our friendly Customer Service team at contact@modishliving.co.uk or 01273 499057 and notify them of the item or items you would like to return. You are responsible for covering the cost of returning items to us, but we are happy to arrange a collection. Collection costs vary and are dependent on location and number of items, but start from £45 upwards per item.

 

  • How will I receive my refund?

Once we receive your return, we’ll email you to let you know that we have it and process a refund. Please allow 5-10 days for the refund to show on your account.

 

  • My purchase is damaged, what should I do?

We do our very best to ensure what you have ordered is of the finest quality and arrives with you in perfect condition. In the unlikely event that you think something is not quite right, just let us know as soon as you see the problem, together with some photos if you can.  As soon as we receive your email we will let you know what the next steps are to either fix, replace or refund the purchase.

 

  • My item doesn’t fit. Can I return it?

 

If you have any concerns at all with regards to sizing and access to your room or premises, please contact us prior to placing an order. Most product sizing is shown on our product pages, but if you require further information please feel free to contact us. If our delivery team is unable to deliver your order because the item does not fit, you can return the order, but you are responsible for covering the cost of the return.  Please see our returns policy [link to returns] for more information.



Product Care & Protection

 

  • How do I keep my furniture looking good?

You’ve invested in a beautiful piece of furniture and naturally you want to keep it looking its very best. We get that. Take a look at our Care Guide for some helpful tips on how to clean or protect your items.  Or for complete peace of mind, our furniture protection plan from Guardsman offers worry free protection for life’s little accidents. See here for more info.

 

  • Where can I see the dimensions of the furniture?

Accurate dimensions are included on the product description page. As most of our furniture is handmade using reclaimed aged wood, please note there may be slight differences within the final measurements delivered to you. Please allow for +/- 10mm variance on all furniture ordered through us.



  • Do you offer a furniture Protection Policy?

You bet! The Guardsman Furniture Protection Plan we offer on Dining Furniture and Sofas & Armchairs provides protection from accidental stains, marks and tears for 5 years. See here for more info.

 

  • What is reclaimed wood?

Apart from one of the most wonderful materials to use for furniture, in its simplest form, reclaimed wood is timber that was previously used for another purpose, such as railway sleepers, beams in homes, scaffolding planks and even old sailing boats. It comes with a sense of history and uniqueness that is evident in the natural markings, notches and original nail holes the wood bears. Because of its history, no one piece of reclaimed wood is the same, so reclaimed wood furniture is genuinely unique, with its own character and style. For more information see here.

 

  • Is all of your wood furniture reclaimed wood?

Sustainability and consideration for the environment is a key part of our philosophy here at Modish Living. This means that not every piece of furniture we sell is made from reclaimed wood, but we aim for it to have eco-friendly roots. Our oak tables are expertly crafted from sustainably sourced European oak and our bamboo lights collection was curated because bamboo is fast-growing, resistant and sustainably sourced. 

 

  • What are your sustainability credentials?

As we have mentioned above, supporting sustainability and care for the environment is part of the ethos at Modish Living. We work hard to aim to ensure that every piece of furniture and homeware we sell has eco-friendly roots. Our sourcing and procurement team build strong relationships with our suppliers to ensure they share the same sustainably and ethically sourced credentials and where possible, we work with British companies.

 

  • My reclaimed wood item has marks, notches and nail holes in it!

Don’t panic! This is nothing to worry about; it’s simply the scars and natural markings of its previous life. One of the things we like the most about reclaimed wood is the unique imperfections it comes with. Nail holes, bolt holes, bug holes, staining, open knots and even scratches tell the story of the wood’s former use and is all part of its charm. Read our blog here [blog live 20/01/20 - will add link ] to find out more about reclaimed wood.