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Order Help – Frequently Asked Questions

Where is my Order Number?

The order number is on the invoice which is sent to your email address immediately after ordering. It should be 9 digits.

I haven't received my order confirmation

Your order confirmation is sent to the email address you have provided us with and sent immediately after ordering. It will confirm the order status and have the invoice attached. Some email providers can filter our emails into spam/junk folders so please check these first. If you have not received the confirmation into your inbox or spam/junk folders, please contact us by phone 01829759259 so we can check your email address is correct and resend. If you do not have an email address please call us.

Can I see the furniture anywhere before I order?

Yes, we do have a showroom at our offices here in Cheshire. If you are local (or even if you're not) and you want to come and visit us please do! We have a lot of items on display and more in the warehouse. If you are wanting to see a specific item then please call us before your intended arrival and we can make sure the item is ready to view! If you aren't able to visit us then our website is our virtual showroom. We have spent a lot of time and taken great care to make sure detailed product information is provided to give you a true idea about what the item is like. We do understand purchasing online can be difficult so our sales team are here to answer any queries you may have about any of our items. We can also send out colour samples for most of our ranges.

Can I cancel my order after payment?

If you have made an order and changed your mind after payment, please let us know as soon as possible. We don't like to see anyone cancel their order so if there is anything that we can do to help you with your purchase please contact us. If at the end of the day you still want to cancel then we will cancel your order and process a full refund for you back via your original payment method.

Can I add to or change the items on my order?

If you have already selected a delivery date and paid for your order in full, you will need to call our sales team so we can see if there will be room on the van for any additional items. We will always try our best to fit additional items on for the same delivery date. If not you will need to place a new order and select a new delivery date for this item. If you haven't chosen a delivery date then we are able to add or change your order at any point prior to agreeing a delivery date. For any finance orders, if the agreed amount on finance changes then we must contact V12 for approval and if approved you will need to sign a new finance agreement before we can deliver.

Can I change the delivery address?

For most orders yes you can (within our delivery zones). Just call our sales team and we can change the address for you. All address changes must be done at least 48 hours before delivery if not sooner. If you have chosen to pay using finance then we must gain permission from V12 before confirming the change of address for you. Also for any order pay using PayPal, eBay or Amazon then they must be delivered to the address provided at point of order. Therefore we won't be able to change the delivery address details on these orders.

How do I update my contact details?

If your contact details have changed then please contact us as soon as possible. This can be done by calling 01829759259 or emailing [email protected]. If you can provide us with your new contact information as well as your order number or delivery postcode this will help us locate your order and deal with your request quickly.

How can I change my order?

If you would like to change your order in anyway then please contact us as soon as possible. This can be done by calling 01829759259 or emailing [email protected]. If you can provide us with the details of what you are wanting to change on your order as well as your order number or delivery postcode this will help us locate your order and deal with your request quickly.

The details on my order are incorrect, what do I do?

To make sure we have the correct details we kindly ask that you check your order confirmation which is emailed to you after ordering. If any of the details are incorrect then please contact us as soon as possible by calling 01829759259 and we will correct this for you.

An item is out of stock on my order. How will you update me on my order progress?

If you place an order with us where one or all of your items are out of stock then we will keep you up to date with your order progress via email and phone. Once we receive your order we will always confirm via email when we are expecting to receive your full order into stock. If the expected arrival date of your item changes then we will always contact you via email or phone to let you know the new arrival date. Then once we have received stock to our warehouse we will call you to book in a delivery date which for the majority of orders is normally within 1-2 weeks of receiving stock.

The item I am interested in is showing a due in date - what does this mean?

This is an estimated date that we expect to receive the item to our warehouse and is based on the most accurate information we have from our manufacturer and shipping company. Please add at least an additional 1-2 weeks onto this date for delivery.

Please be aware that this date is given in good faith and can change (both earlier or later) due to circumstances outside of our control. On the rare occasion this happens then we will always contact you via email/phone to update you.

Can I pay a deposit for an out of stock item?

Yes. If you would just like to pay a deposit for an out of stock item then please call us on 01829759259 to place your order. If you are placing your order online then full payment will be taken at point of order. We are sorry but our website does not have the functionality to be able to take deposits for out of stock items at the checkout.

When will I know my item has arrived in stock?

Once your item has been confirmed as in stock by our warehouse team then our customer service team will call you to book in a delivery date with you.

Can I pre-book delivery on out of stock items?

Unfortunately you are not able to pre-book a delivery date on an out of stock item until we physically have the items in stock in our warehouse. This is because occasionally we can experience shipping delays that are out of our control and thus do not want to give you a delivery date that we cannot guarantee. We can however advise you the due in date to the best of our knowledge and will book in your delivery date with you once we have taken delivery of the stock.

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