FAQs | Most Frequently Asked Questions

Most of the answers to our customers' questions can be found in our FAQs Please select an option from the choice below.

Sales Questions
What time does my nearest store open?

How can I order?

Can I see all of your ranges in my local store?

Where can I find product dimensions?

Where can I find product dimensions?

The dimensions of each product can be found on the product description section of each item on the website. We recommend you take the time to measure areas, such as external and internal doors and the width and any turns of your staircase to make sure your new furniture will fit during delivery. If you are unsure please visit https://www.oakfurnitureland.co.uk/media/gbu0/sofa-dimensions/3252_OFL_Will_it_Fit_Guide_AW.pdf. This will make sure you avoid a re-delivery or any cancellation fees.

Payment options

Payment options

We accept most major credit and debit cards for orders online, via the phone and in store, including Visa, Mastercard, Maestro and Electron. We also accept Paypal payments online. For orders over £1,500, we can process cheque payments and we can accept cash payments instore.

If you want to spread the cost of your order or delay payment, you can choose one of our finance options on all orders from £499 (subject to status). For more information visit www.oakfurnitureland.co.uk/page/interest-free-credit.html

How secure are my credit/debit card details?

How secure are my credit/debit card details?

All online payments are protected by one of the UK’s leading secure encrypted gateway services and there is a very strict privacy policy, meaning that none of your information is ever shared with third parties. All credit card numbers are encrypted when the order is placed using 256-bit encryption. Thereafter payment is collected through our online credit card system via Barclays. There have been no documented cases of credit card fraud using our shopping system online.

Do products from different ranges match?

I have found the product I want to buy somewhere else and it's cheaper

Does your furniture come with a warranty?

Does your furniture come with a warranty?

All of our products come with a full one-year warranty, which guarantees your new furniture for the first year against faults in the product or materials. Our sofas, sofa beds, accent chairs, armchairs and footstools all come with a lifetime frame guarantee too. We also offer an extended five-year care & protection warranty product called Furniture Guard to protect your new furniture against life's everyday accidents, such as water or heat damage. For more information visit www.oakfurnitureland.co.uk/page/furniture-guard.html

How do I apply for finance?

How do I apply for finance?

To apply for any of our finance options, simply select 'Interest Free Credit' at the payment method section of the online checkout and make your selection.

You can also organise a monthly finance repayment plan when purchasing in one of our showrooms; just remember to bring your passport, photo driving licence, or recent Electricity bill with you to enable our team to help process your application.

You can also call us on 0800 440 2254 to complete your application with one of our colleagues over the telephone.

When can I apply for finance?

What happens when my application is approved?

What happens when my application is approved?

If your application is approved we will confirm your order. You will then need to follow our quick and easy electronic signature process to sign your agreement. You will receive an email directly from one of our lenders with simple and clear steps to follow.

Once your application has been approved, The finance lender will email you asking you to E-Sign your finance documentation, this will enable us to finalize your order. We will then pass your order to our delivery team to arrange delivery within specified lead times.

What happens if my application is not approved?

What happens if my application is not approved?

We work with a number of lenders to give the best opportunity for your finance application to be approved however this cannot be guaranteed. If our credit providers are unable to approve your application you will have the option of choosing an alternative method of payment (i.e. credit/debit card or BACS). If you have paid a deposit this will be refunded to you should you not be in a position to proceed with your order.

What information do you need from me?

What information do you need from me?

We will need your current address, along with previous addresses, if you’ve lived in your current residence for less than 3 years, plus your employment and bank details, including bank account number and sort code. Having this information to hand will speed up your application. If you apply for credit in one of our showrooms, you will also need this information.

Am I eligible for finance?

Am I eligible for finance?

In order to apply for finance you must:

be at least 18 years of age.

be either employed for more than 16 hours per week, self-employed, a house person, retired, student, or in receipt of Disability Living Allowance (DLA) or Personal Independence Payment (PIP).

have been a UK resident for 3 years or more.

be able to provide your previous address if you have lived at your current address for less than 3 years.

be able to make repayments by direct debit.

have a debit card or credit card in your name and registered to your address and have a bank or building society current account.

How do I make payments to my finance agreement?

How do I make payments to my finance agreement?

Once we have delivered your furniture we will notify your lender who will activate your agreement. Your first payment will be approx. 1 month from delivery for interest free credit agreements.
Regular payments must be made by direct debit however you can make additional repayments as you wish to by contacting your lender direct. Their contact details will be found on the “Welcome Email” you receive when your application is approved, alternatively you can contact our Finance Hotline who will be able to advise you of the contact details for your lender.
Product Questions
Do products from different ranges match?

I have found the product I want to buy somewhere else and it's cheaper

Will I have to assemble the furniture myself?

Will I have to assemble the furniture myself?

Most of our products come fully assembled and ready to use. We highlight which of our larger items (like beds, wardrobes and dining tables) require minimal assembly in the product descriptions on our website.
For our Basic and Standard delivery options, assembly and unpackaging is not included.

Our Premium delivery service includes delivery to your room(s) of choice, full unpackaging, and assembly of your new furniture, and removal of all packaging, leaving you to relax and enjoy the rest of your day.

Please see our delivery service options for further details.
Payment Questions
- Payment options
- How secure are my credit/debit card details?
Payment options

Payment options

We accept most major credit and debit cards for orders online, via the phone and in store, including Visa, Mastercard, Maestro and Electron. We also accept Paypal payments online. For orders over £1,500, we can process cheque payments and we can accept cash payments instore.

If you want to spread the cost of your order or delay payment, you can choose one of our finance options on all orders from £499 (subject to status). For more information visit www.oakfurnitureland.co.uk/page/interest-free-credit.html

How secure are my credit/debit card details?

How secure are my credit/debit card details?

All online payments are protected by one of the UK’s leading secure encrypted gateway services and there is a very strict privacy policy, meaning that none of your information is ever shared with third parties. All credit card numbers are encrypted when the order is placed using 256-bit encryption. Thereafter payment is collected through our online credit card system via Barclays. There have been no documented cases of credit card fraud using our shopping system online.
Delivery Questions
When do you deliver?

Do you deliver outside of mainland UK?

How will my furniture be delivered?

How will my furniture be delivered?

All our product deliveries are carried out by a 2-person team.

3 days before your delivery is due to arrive, we’ll send you an email to confirm your 3-hour delivery window. The day before your delivery you'll receive a text (SMS) re-confirming your delivery information.

On the delivery day itself, your delivery team will call you 30 minutes before they arrive.

We offer 3 different delivery services, so for more details, please take a look at our delivery page.

How long will my order take to be delivered?

How long will my order take to be delivered?

Available delivery dates are generated at checkout and depend on product availability and lead time, your selected delivery service, and your delivery postcode.

For orders with multiple products, the earliest delivery date offered will be based on the item with the longest availability.

Our 7-day delivery service is only available with our Standard or Premium delivery services, and is dependent on route availability.

You will always be presented with the earliest available delivery date at your checkout, based on the products on your order, and your delivery postcode.

Will my furniture arrive flat-packed?

Will my furniture arrive flat-packed?

The majority of our items arrive fully assembled and ready to use.

Some items require a small amount of assembly – this is to either protect the legs in transit or to make it easier to get the products into your home. We highlight which products require some assembly in the product descriptions on our website.

If you don’t want to assemble items yourself, we offer a Premium delivery service, where our delivery team will unpack your item(s), assemble in your room(s) of your choice, and take away all packaging, leaving you to sit back and enjoy your new furniture.

Please see our delivery service options for further details.

I live in a block of flats, how will my delivery work?

I live in a block of flats, how will my delivery work?

Whether you live in an apartment or a house, our delivery service is the same.

If you have chosen our Basic delivery service, our delivery team will place your boxed items in your home, just inside your front door. If you have ordered large items, please ensure you have someone with you to bring them into your rooms who can help you unbox them and get everything set up.

If you have chosen our Standard delivery service, our delivery team will bring your boxed items into your home, and place them in the room(s) of your choice.

If you have chosen our Premium delivery service, our delivery team will deliver your items to the room(s) of your choice, unbox them, set them up where they are needed (including any assembly that may be required) and then take all the packaging away.

Please see our delivery service options for further details

I have parking or access restrictions outside my home, can you still deliver?

I have parking or access restrictions outside my home, can you still deliver?

We may deliver your orders using a 7.5 tonne vehicle, similar in size to a dustbin lorry. If you feel this may cause a problem, or if there are any other issues that may restrict our access to your home - including roadworks or low bridges, please call our Customer Service team on 0800 440 2254 between 9am and 6pm Monday to Friday, to discuss your options.

Will you bring my delivery inside?

Will you bring my delivery inside?

Our Premium and Standard delivery services include delivery to your room(s) of choice by our two-person delivery team.

If you have chosen our Basic delivery service, our delivery team will place your boxed items just inside your front door. As most of our furniture is fully assembled, you may want to consider having someone at home to help you bring your new furniture into the rooms you would like them in, as well as any help you may need with unpackaging or assembly.

Please see our delivery options for a comparison of our delivery services.

Why are some products excluded from Basic Delivery?

Why are some products excluded from Basic Delivery?

To ensure they are safely delivered to your room(s) of choice by our trained in-house delivery team, we have excluded some of our larger, heavier items from our Basic delivery service.

The quality of our sofas mean that they are often sizeable, or weighty, and so are only available on our Premium delivery service. Our delivery team will bring them into the room of your choice, unpackage them, set them up and then take all the packaging away, leaving you to sit back, relax and enjoy your new sofas.

Will you take the packaging away?

Will you take the packaging away?

We care about our products and package them securely to ensure they get to you in perfect condition.

Our Premium delivery service includes unpacking your new items, assembling where required, and taking all packaging away for sorting and processing. This service is ideal for larger items, or orders with multiple pieces.

In the unlikely event that there is an issue and you need to return your furniture, each item will need to be packaged correctly for collection. For this reason, if you have our Basic or Standard delivery service, we recommend you keep your packaging until you are happy with your new furniture.

Please see our delivery page for comparison of our delivery services

Will you take my old furniture away?

Can I change my delivery service?

Can I change my delivery date?

Can I change my delivery date?

You can change your delivery date free of charge, up to 3 working days before your booked date by either logging into your account or by contacting our Customer Service team on 0800 440 2254 between 9am and 6pm, Monday to Friday.
If you have less than 3 working days before your delivery date, a £49 redelivery fee will be applied to change or cancel your delivery. You can find our returns and cancellation fees here.

How should I measure my room for delivery?

Will I have to assemble the furniture myself?

Will I have to assemble the furniture myself?

Most of our products come fully assembled and ready to use. We highlight which of our larger items (like beds, wardrobes and dining tables) require minimal assembly in the product descriptions on our website.
For our Basic and Standard delivery options, assembly and unpackaging is not included.

Our Premium delivery service includes delivery to your room(s) of choice, full unpackaging, and assembly of your new furniture, and removal of all packaging, leaving you to relax and enjoy the rest of your day.

Please see our delivery service options for further details.

Can you deliver to a safe place?

Can you deliver to a safe place?

If you have paid using one of our finance options, we can only deliver to your home address, and must be able to bring your new furniture into your home, so please ensure that someone over the age of 16 will be at home to accept your order.
If you have paid for your order by any other method, we can deliver to a secure garage; however we will ask for proof of identity in order to ensure we are delivering to the correct place and to the correct person.

Can I collect my order from my local Oak Furnitureland Showroom?

Can the delivery team lift products over stair banisters or walls?
Customer Service
What time does my nearest store open?

Can I see all of your ranges in my local store?

Where can I find product dimensions?

Where can I find product dimensions?

The dimensions of each product can be found on the product description section of each item on the website. We recommend you take the time to measure areas, such as external and internal doors and the width and any turns of your staircase to make sure your new furniture will fit during delivery. If you are unsure please visit https://www.oakfurnitureland.co.uk/media/gbu0/sofa-dimensions/3252_OFL_Will_it_Fit_Guide_AW.pdf. This will make sure you avoid a re-delivery or any cancellation fees.

Does your furniture come with a warranty?

Does your furniture come with a warranty?

All of our products come with a full one-year warranty, which guarantees your new furniture for the first year against faults in the product or materials. Our sofas, sofa beds, accent chairs, armchairs and footstools all come with a lifetime frame guarantee too. We also offer an extended five-year care & protection warranty product called Furniture Guard to protect your new furniture against life's everyday accidents, such as water or heat damage. For more information visit www.oakfurnitureland.co.uk/page/furniture-guard.html

Can I change my Finance direct debit date?

Can I have a copy of my invoice?

How do I manage my order online?

My contact details have changed since ordering. How can I update them?

What if something goes wrong?

What information do you need to process a replacement, collection or refund?

What do I do if I want a refund?

If I have a complaint, what should I do?
Returns and Refunds
What information do you need to process a replacement, collection or refund?

What do I do if I want a refund?

If I have a complaint, what should I do?
Finance Questions
How do I apply for finance?

How do I apply for finance?

To apply for any of our finance options, simply select 'Interest Free Credit' at the payment method section of the online checkout and make your selection.

You can also organise a monthly finance repayment plan when purchasing in one of our showrooms; just remember to bring your passport, photo driving licence, or recent Electricity bill with you to enable our team to help process your application.

You can also call us on 0800 440 2254 to complete your application with one of our colleagues over the telephone.

When can I apply for finance?

What happens when my application is approved?

What happens when my application is approved?

If your application is approved we will confirm your order. You will then need to follow our quick and easy electronic signature process to sign your agreement. You will receive an email directly from one of our lenders with simple and clear steps to follow.

Once your application has been approved, The finance lender will email you asking you to E-Sign your finance documentation, this will enable us to finalize your order. We will then pass your order to our delivery team to arrange delivery within specified lead times.

What happens if my application is not approved?

What happens if my application is not approved?

We work with a number of lenders to give the best opportunity for your finance application to be approved however this cannot be guaranteed. If our credit providers are unable to approve your application you will have the option of choosing an alternative method of payment (i.e. credit/debit card or BACS). If you have paid a deposit this will be refunded to you should you not be in a position to proceed with your order.

What information do you need from me?

What information do you need from me?

We will need your current address, along with previous addresses, if you’ve lived in your current residence for less than 3 years, plus your employment and bank details, including bank account number and sort code. Having this information to hand will speed up your application. If you apply for credit in one of our showrooms, you will also need this information.

Am I eligible for finance?

Am I eligible for finance?

In order to apply for finance you must:

be at least 18 years of age.

be either employed for more than 16 hours per week, self-employed, a house person, retired, student, or in receipt of Disability Living Allowance (DLA) or Personal Independence Payment (PIP).

have been a UK resident for 3 years or more.

be able to provide your previous address if you have lived at your current address for less than 3 years.

be able to make repayments by direct debit.

have a debit card or credit card in your name and registered to your address and have a bank or building society current account.

How do I make payments to my finance agreement?

How do I make payments to my finance agreement?

Once we have delivered your furniture we will notify your lender who will activate your agreement. Your first payment will be approx. 1 month from delivery for interest free credit agreements.
Regular payments must be made by direct debit however you can make additional repayments as you wish to by contacting your lender direct. Their contact details will be found on the “Welcome Email” you receive when your application is approved, alternatively you can contact our Finance Hotline who will be able to advise you of the contact details for your lender.

Can I change my Finance direct debit date?

How long will it take to provide me with a decision on my application?

Will applying for finance delay my delivery?

What happens if I change my order - will there be a further credit check?

If I repay early, how much interest will I be charged?

What type of credit options do you offer?

What type of credit options do you offer?

This will depend on the total cost of your order. We offer interest-free credit options that can be spread over a 6-, 12-, 18-, 20-, 24-, 30- or 36-month period depending on how much credit you need. There are no fees associated with interest-free credit, and it carries a 0% APR. Minimum basket spend £499.

Please note, not all products offered by our finance lenders are regulated by the FCA. Our 6- and 12- month interest-free credit options aren't regulated, however our 18-, 20-, 24-, 30-, and 36-month options are all regulated by the FCA.
All finance is subject to status and credit checks. Late payment fees and other charges may be payable, please refer to your finance agreement for full details and T&Cs.

Is there a minimum order value for credit applications?

What is Oak Furnitureland's credit broker status?

What is Oak Furnitureland's credit broker status?

Oak Furnitureland Group Limited acts as a credit broker, not a lender, Oak Furnitureland is a trading name of Oak Furnitureland Group Limited (FRN: 928005) which is an Appointed Representative of Consumer Credit Compliance Limited who are authorised and regulated by the Financial Conduct Authority (FRN: 631736).

The permissions of Consumer Credit Compliance Limited as a Principal firm allow Oak Furnitureland Group Limited to undertake credit broking. This means that when you apply for credit with our lender(s), they and not us, will carry out a credit search.

We do not earn a fee or commission for the introduction.

Finance is provided by:

Creation Consumer Finance Limited. Registered Office: Wellington Buildings 6th floor, 2-4 Wellington Street, Belfast, BT1 6HT. (Northern Ireland - company number NI032565). Authorised and regulated by the Financial Conduct Authority Registration Number 311518. To access their privacy policy, go to https://www.creation.co.uk/about-us/data-protection-notice"https://www.creation.co.uk/about-us/data-protection-notice

V12 Retail Finance Limited. Registered Office: Yorke House, Arleston Way, Solihull, B90 4LH. Registered in England and Wales 4585692. Authorised and regulated by the Financial Conduct Authority Registration number: 679653. To access their privacy policy, go to https://www.v12retailfinance.com/privacy-statement"https://www.v12retailfinance.com/privacy-statement

Are my personal details secure?

What happens if my Direct Debit fails, or I fail to make payments on time?

If I'm about to move house, do I provide my current or new address details?

†Prices displayed are based on Interest-Free Credit over 36 months, with the monthly payment amount rounded up to the nearest whole pence. To qualify for interest-free credit a minimum basket spend of £499 is required. Finance is subject to status, a credit check is required and T&Cs apply.

▵ Finance is only available to residents aged 18 or over. Subject to status and affordability. Our calculator provides an illustrative example only, of monthly repayments against the amount you wish to borrow. Should you proceed to pay via finance, exact monthly payments will be displayed prior to submission of your finance application to our lenders partners.
All finance is subject to status and credit

Oak Furnitureland Group Limited (FRN: 928005), an Appointed Representative of Consumer Credit Compliance Limited are authorised and regulated by the Financial Conduct Authority (FRN: 631736). Oak Furnitureland Group Limited trades as Oak Furnitureland. The permissions of Consumer Credit Compliance Limited as a Principal firm allow Oak Furnitureland Group Limited to undertake credit broking.
Oak Furnitureland Group Limited acts as a credit broker not a lender and will introduce you to our finance partner/s to complete your application for finance. We do not earn a fee or commission for the introduction. Late payment fees and other charges may be payable, please refer to your finance agreement for full details and T&Cs.

* Delivery - 7-day delivery on selected lines only. Subject to stock availability and based on accepting the first delivery date offered. Available dates are presented at checkout, and may vary depending on the delivery option selected.
* Lifetime Frame Guarantee - Available on sofas, sofa beds, accent chairs, armchairs, loveseats and footstools. T&Cs apply.
* Half Price Chairs - Offer is limited to up to 10 dining chairs when you buy any dining table. Dining chairs are sold in pairs.

© 2025 Oak Furnitureland. All rights reserved. Company reg. 12645185. VAT reg. GB350645607 Registered Address: Oak Furnitureland Group Ltd, Unit DC2, Viscount Way, South Marston Ind Estate, Swindon, Wiltshire SN3 4TN. Registered in England and Wales.

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