Before Your Delivery

I have received a delivery confirmation notification, when should I expect a confirmation of the 3-hour timeslot?

Your 3-hour timeslot will be sent out the day before your delivery date. This may be sent via SMS or you may receive a telephone call. This is subject to the preferred choice on the contact information supplied by the retailer.

Can I request a timeslot?

You can manage a timeslot and request a preference; however, this cannot be guaranteed. Our planning department will try their upmost to honour the desired slot.

Can I change the 3-hour timeslot on the day of my delivery?

Unfortunately, you cannot alter the 3-hour time slot on the day of delivery. Our drivers work to a pre-planned route. If you would like to reschedule your delivery, this is possible by contacting our call centre on the below number. You will need your delivery confirmation details to complete this.

I can no longer accept the delivery date; how do I rebook it?

Please contact our call centre on the contact number provided in your delivery confirmation - 0121 285 5255. You will be able to rebook your delivery to meet your convenience.

Can I alter the delivery address?

Yes, as we pre-plan the routes for our drivers we would require 24-hour notification to avoid issues on the day of delivery. Please contact your retailer to advise of the change of address as they will need to authorise the change and confirm this amendment to Furdeco.

Can I ask for my items to be left with a neighbour?

This request will need to come to Furdeco via the retailer in order for us to action. If they are content to do this, we are happy to carry this instruction out.

Is it possible to collect from the depot?

Due to Health and Safety Regulations and safety measures we are unable to offer this option.

Can I track my order?

Yes, you can track your shipment via this link Track Your Order — Furdeco Home Delivery

Input your tracking number that starts with F17****-*** into the search field and you can view the latest status updates. See diagram below.

If you do not have this tracking or your tracking code appears in a different format, then please contact your retailer to obtain the correct information as tracking will not work. Please be aware that our customer service team cannot assist with a delivery tracking enquiry without a valid tracking number.

Will the delivery crew call ahead, so I know they are on the way?

Yes, our delivery crew will call approximately 30-60 minutes before arrival at the specified address.

During & After Your Delivery

What should I expect upon delivery?

On arrival the delivery crew will;

• Introduce themselves and present I.D.

• Confirm your order details

• Plan out access to delivery spot/room

• Risk assess any potential hazards

• Carry out the delivery with any additional services outlined by the retailer

Finally, once you are happy that the job is complete, our delivery crew will confirm receipt of delivery and obtain a signature via our hand-held device.

Additional Delivery Services

If you have booked an additional service with your retailer including :

• Room specific delivery

• Assembly of furniture (Indoor & Outdoor)

• Removal of all packaging

• Removal of old items

• Recycling of old beds or mattresses

• Wet connect of washing machines with test cycle.

then our friendly delivery team will already be aware and proceed as trained.

Unfortunately our delivery team cannot proceed with a service such as assembly if it hasn’t been approved by your retailer. If you feel that you should receive any additional service then please request the Furdeco team check their delivery notes. If there is no additional service listed, please contact your retailer. Our delivery team will depart your premises.

I have missed my delivery, what happens now?

Not to worry, our bookings team will contact you to arrange a new delivery date. Alternatively, please contact our call centre on the contact number provided. You will need your confirmation details to rebook your delivery to meet your convenience.

How do I cancel my order?

Please contact the retailer directly to cancel your order.

My item is damaged, what should I do?

Once the “Acceptance of Product” has been signed and our drivers have left the address, any damage must be reported to the retailer directly.

Any damages discovered at delivery point will be noted down and photographed by our delivery team. If you do not accept your delivery due to damage, our delivery team will depart your premises with the product(s).

You may then contact the retailer to discuss your options and they will liaise with the Furdeco Account Management team directly to resolve the issue.

How do I raise a complaint about my delivery?

We value any feedback you have and endeavour to make continued improvements. Please contact the retailer directly or contact our complaints department by emailing us at complaints@furdeco.co.uk or by completing our contact form with your;

• Name

• Order number

• Delivery address

• Phone number

followed by the details of your complaint. We will aim to respond within 7 working days.