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Mib 500
Call us: 01629 704 704

Mon to Sat 9-5pm

Sun & Bank Hols 10-5pm

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FAQs - Customer service

Answers to your questions about after sales and customer service

What happens if I want to return my order?

We offer a FREE 21 DAY RETURNS policy; this means that if you’re not 100% delighted with your furniture we will come back, collect the furniture and then refund you in full – INCLUDING your original delivery charge!*

All we ask is that the furniture is unused, undamaged and you provide us with the opportunity to collect the furniture when we are next in the area (usually within 14 days). See our terms & conditions for full details.

*Please note this excludes bespoke orders. Outlet sales are subject to a collection fee.

What do I do if I have a problem with my furniture?

If you have a problem with your furniture please contact our team immediately and we will do everything possible to resolve the problem.

Our focus is always on your experience as customer and we want to ensure that this is the best it can possibly be.

How do I look after my leather furniture?

All our Authentic leathers are full grain aniline hides, this is wonderfully warm and soft leather which is uncorrected during the tanning process. By not pressing and skimming the leather to remove marks and scars on the surface of the leather – these should not be seen as imperfections but as emphasising the beauty of the natural leather itself.

General care of your leather will help ensure your sofa lasts for many years to come. It is advisable to wipe down the leather with a soft dry cloth and periodically with a clean damp cloth, it is advised you brush the sofa down to avoid the build up of dirt and dust. We supply a leather care kit as part of your order, simply spray all over the sofa and wipe over with a clean cloth every couple of months to maintain the natural beauty of your leather furniture.

For spills use an absorbent cloth immediately to dab off any excess liquid, avoid rubbing the surface as this can cause damage to the leather. Generally most spills will dissipate within the surface and disappear. To clean off a spill it is advisable to clean the whole panel rather than a specific spot to avoid water marking.

For full details on cleaning and our recommended choice of leather care products visit LTT Leathercare

www.lttsolutions.co.uk/cleaning_aniline_leather

How do I look after my velvet furniture?

Cotton velvet is a delicate fabric, the pile can easily be disturbed, but with careful handling and a proper understanding of its nature, products made from velvet can be enjoyed for many years.

It is impossible to prevent pressure marks in velvet. However, these will quickly disappear. Over time the pile will relax and lift, improving the richness and the lustre of the velvet. If any pressure marking continues to persist, a light steaming or gentle brushing in the direction of the pile will also be beneficial.

If the pile does become crushed, the angle of the pile alters, which may result in areas of the pile appearing lighter or darker in shade. This is often described as pressure marking, which can easily be mistaken for uneven dyeing. Newly made velvet products usually need time to condition in the atmosphere after unpacking.

Velvet furniture pieces should not be exposed to direct sunlight for long periods of time as it can result in fading.

General care of your velvet is very similar as will any fabric where brushing the sofa down periodically to avoid the build up of dirt and dust will ensure your sofa maintains it’s rich feel. For spills use an absorbent cloth immediately to dab off any excess liquid, avoid rubbing the surface as this can cause damage to the pile.

How do I look after my fabric upholstered furniture?

To maintain the rich colour and soft feel of your lambswool furniture it is advisable to brush the furniture down periodically to avoid the build up of dirt and dust.

For spills use an absorbent cloth immediately to dab off any excess liquid, avoid rubbing the surface as this can cause damage to the pile.

How do I look after my wood furniture?

All our tables and wooden furniture are finished with a reactive oil based treatment, over a matter of weeks this finish hardens and it provides a seal against stains and resistance to heat, however please ensure that any liquids, particularly dark liquids, are mopped up as soon as possible as if left it can soak through and cause damage to the surface.

Always wipe lightly with a clean damp cloth and never scrub at an area.

If you have any problems with staining on the furniture please contact our team and will can advise on how to remove the stain or arrange for our team to come and fix the issue for a small charge.

I’m moving house, can you come back and move my furniture?

Of course, no problem. Please contact our team for a price, this is usually charged at the same rate as the two post codes i.e. a delivery from DE to OX would be £90 (£30 for DE and £60 for OX).

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