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FAQ's
Please see our frequently asked questions & answers below.
Delivery
How long will my order take to be delivered?
The lead time for your order will depend on the size of the item you’ve ordered and (for larger orders) whereabouts in the UK you are. As a guide, small and medium size orders are delivered within 8-10 working days and large orders within 7-21 working days. For more precise delivery information for your order please do not hesitate to get in touch at help@futoncompany.co.uk
What if the product I’ve ordered is marked as out of stock?
When a product is out of stock, the date that we are expecting it to be back in stock will be displayed in red on the product page. Your order will be despatched as quickly as possible following this date and will then be subject to the usual lead times.
Can I get a weekend delivery?
Yes! Weekend deliveries are available. For deliveries outside of the M25 the surcharge is £50. Orders within the M25 can be delivered on Saturdays at no extra charge. If you would like a Saturday delivery please request this when placing the order or email us at help@futoncompany.co.uk
How much will delivery be?
The cost of the delivery will be calculated depending on the items ordered, the delivery postcode and the level of service selected. Prices for your area and services available can be found using our postcode checker https://www.futoncompany.co.uk/delivery.html. Where possible, we will combine shipping to reduce the delivery charge you pay. The total delivery charge for your order will be calculated at checkout prior to the payment being taken. If you have a specific query regarding shipping costs please email us at help@futoncompany.co.uk
Will my order be delivered flat packed?
The vast majority of products that we offer are flat packed for self assembly. If you have any questions about the assembly involved please email us at help@futoncompany.co.uk. In selected areas we are able to put you in touch with someone that can offer an assembly service for an additional charge. We are hoping to expand this service to most areas of mainland UK very soon. If you would to enquire about whether this option is available in your area please email us at help@futoncompany.co.uk.
Where will my items be delivered to?
Most orders are delivered to the entrance hall of your property. Please use our postcode checker to show the levels of service available https://www.futoncompany.co.uk/delivery.html.
Returns
How can I return my order once I’ve received it?
You do of course have the option to return your online purchase within 14 days should it not be suitable for any reason. However please note this does not include any mattresses or sleepover products. These are excluded for hygiene reasons. Ex Display products may be exempt from our returns policy. Any products being returned need to be packaged back into their original packaging. They can then be returned to your nearest store, returned to our central warehouse (address available on request) or collected by our carrier upon payment of the shipping cost. Please note that in all cases your original delivery charge will be refunded.
Can I cancel my order?
Yes you can. Please email us at help@futoncompany.co.uk as soon as you know your order is not needed. If your order has not yet been processed for despatch or been despatched, your refund will be processed immediately. If your order has already been despatched and is with our carrier, we will refund your order as soon as the goods arrive back to our warehouse. Please note: We may charge a cancellation handling fee up to £50 if your order contains handcrafted products (e.g. futons or mattresses).
What if my item arrives faulty or damaged?
We do of course endeavour to get your order to you in the best condition possible. However, if it does arrive damaged or faulty in any way please email us as soon as you can with details of the problem and we will offer you an exchange or refund, whichever is your preference along with our sincerest apologies.
Can I return a mattress?
As mattresses cannot be sold on once they have been delivered for hygiene reasons, we are unable to accept returns on any mattresses, futons, or sleepover products. As we do not offer a trial period on our mattresses we strongly recommend visiting one of our 21 stores to see which of our products is right for you.
Product care
Can I wash my futon cover?
Many of our futon covers are machine washable at 30 degrees. However there are some exceptions to this, such as our Day bed covers. Please note that mattress casings cannot be removed for cleaning and the zips are present for manufacturing purposes only. If you have any doubts as to whether your cover can be washed please get in touch.
How can I clean my Sleepover futon?
As the casing of these mattresses cannot be removed we recommend that they be either surface cleaned or specialist dry cleaned. Please consult your local dry cleaner for the availability of this service. We recommend using a mattress protector, sheets or sleeping bag with your sleepover futon to reduce the frequency with which this will be necessary.
How do I care for my Tatami Mats?
When new your Tatami mats will need to be aired for approximately 48 hours to ensure that they are fully aired prior to use. It is then important to air the mats periodically during use. This can be done by removing the mattress for a period of time and ensuring the room is well ventilated.
Do I need to air my mattress?
Yes. All mattresses need to be aired regularly in order to get the best comfort and longevity. This can be done by simply folding back any bedding from your mattress during the day, ideally in a well ventilated room.
How do I care for the oiled oak finish?
In order to maintain the best finish of any of our oiled oak furniture, it is advisable to oil the surface occasionally. This can be some using boiled linseed oil. Alternatively, you may want to consider our Wood Regenerator. This oil both effectively cleans and cares for any oiled oak finish.
How do I get the best performance from sofa bed/bed frame?
It is important to follow the assembly instructions during the initial assembly including fully tightening all fittings. We strongly recommend that the fittings are then checked and tightened periodically throughout their life to ensure the best possible performance from your sofa bed/bed frame.
Our product range
How much self-assembly is required?
The assembly involved varies from product to product, but the majority of our products can be easily assembled by 2 people in under an hour. For more specific information on this please refer to the product description or email us at help@futoncompany.co.uk
How easily do the sofa beds convert into beds?
All of our sofa beds are designed to be as easy to convert as possible. There is of course some variation of how much effort is needed depending on which model you choose. On the whole the sofa beds that are easiest to convert are our range of 3 seater. These can be converted into a bed in approximately 3 seconds!
What are the benefits of upgrading the futons on the sofa beds?
We offer a range of options to upgrade your futon on all of our sofa beds and days beds. The exact benefits of each upgrade vary, however all of our upgrades will offer you a more comfortable feel and are substantially longer lasting. We therefore believe that these upgraded futons offer the best value for money. For more detailed information on the benefits of our upgraded futon fillings please consult one of our store staff or email us at help@futoncompany.co.uk
Do I need a futon cover?
Whilst our futon covers are not essential, they do make a lot of sense! Our futons all come with a fixed casing which cannot be removed to be cleaned. These futons can of course be used as they are and protected using sheets or throws. However the futon covers offer a smart, durable and easily cleanable option. Our futon covers are either machine washable at 30 degrees or dry cleanable depending on the fabric (please check product descriptions for details)
What are the advantages of the Tatami Mats?
Our Tatami mats can be used with our slatted bed bases to offer a firm supportive surface for your mattress, but at the same time still allow the mattress to breathe as they are made from natural materials. Many off our customers often opt for these mats for their iconic style.
Can’t find an answer? Please contact us
Customer Support
© 2004-2024 Futon Company.
Futon Ltd t/a Futon Company. Registered in England 01848362 Unit A2 Circular Point, Hickman Avenue, London E4 9JG
Futon Limited trading as Futon Company is not a lender. Credit is subject to status and affordability, and is provided by Mitsubishi HC Capital UK PLC.
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