FREQUENTLY ASKED QUESTIONS
We’re always happy to answer your questions and help in any way we can. To make things as easy as possible for you, we’ve put together questions that customers often ask us. So take a look at the questions below and there’s a good chance we have the information you’re looking for. If you still need help, then give our friendly Customer Service Team a call on 0333 010 2353
How can I get in touch with Barker and Stonehouse?
There are lots of ways you can get in touch with us. Whether you need after sales service, want to talk to our sales team, contact a store, chat or drop us a message, you can do it all here
Do you deliver outside the UK?
Currently, we don’t deliver overseas, what we can do is deliver to any UK mainland port for you to make your own shipping arrangements. However, we do work closely with a reputable overseas logistics company who are able to look after this on your behalf. For further details please email us at firstname.lastname@example.org
What type of after sales service can you help with?
We have a dedicated after sales customer service team on call and waiting to hear from you. They can provide everything from advice and help over the phone to organising a visit from a French Polisher or expert upholsterer. As a family-run firm, we extend values of care and consideration to all our customers, so you can always expect a friendly voice when you call.
What should I do if I’m not happy with my order?
The first thing to do is either call us on 0333 010 2352 or visit your local store. We’ll be happy to help in any way we can to put things right for you.
Do you operate to any industry recognised standards?
We certainly do. As a registered member of the Furniture Ombudsman we follow a strict code of practice designed to help customers if anything goes wrong. It’s an independent not-for-profit organisation which operates to government approved guidelines to provide a fair outcome to any unresolved dispute. You can find out more about The Furniture Ombudsman at www.thefurnitureombudsman.org or by calling 0845 653 2064.
Interior Design Service
Interior Design Service
Can you help me get the look I want in my home?
Of course we can. Our network of professional and approved interior designers is on hand to help you perfect the look you’re after. We understand how hard it can be to turn ideas into reality – especially if you’re not used to doing your own décor. That’s why we’ve hand-picked a team of experts who can help transform a single room or an entire house.
What type of thing would my interior designer help with?
From sourcing product to suggesting colour schemes and fabrics, your interior designer is on hand to help out and ensure you’re totally happy with your new look.
How much does your interior design service cost?
The cost depends on how many rooms you need help with and the level of work you’d like done. The good news is that any initial fees are redeemable against your purchases with us.
Great! How do I book a consultation?
You can either enquire in your local store or go online here, send us your details and we’ll get back to you. It really is that easy.
Interest Free Credit
Interest Free Credit
Do you offer interest free credit?
Yes we do. You can spread the cost on any order worth £1,115 or more in fixed monthly payments, without paying any extra in interest. It’s a great way of getting the furniture you want without the wait. To find out more, why not take a look at our interest free credit page?
Is there a deposit to pay?
We do ask for a deposit – but only 25% of the value of your order payable by debit or credit card, whichever best suits you.
Can you give an example of how that would work out?
No problem. So imagine your order was worth £3,000, this would mean your 25% deposit would be £750. Leaving you with a balance of £2,250, which over 12 months works out at a monthly amount of £187.50. And because there’s no added interest, the total repayments would add up to no more than your original cost of £3,000.
How do I request interest free credit online?
All you have to do is click the ‘Buy on Finance’ button in your shopping basket. We’ll then ask for a few details so your application for interest free credit can be processed. It may take up to 24 hours to go through, but once approved we’ll let you know right away by email. You can then confirm your acceptance using an e-signature or by printing-off and posting your signed agreement.
What if I change my mind after I’ve taken out interest free credit?
That’s okay, we realise people have a change of heart or circumstances now and again. You have a 14 day ‘cooling off’ period which starts the day after we receive your signed agreement. During this time, you’re free to cancel your agreement without penalty
What if I’m not accepted?
If for some reason your application is unsuccessful, we’ll let you know right away and go through alternative ways of payment with you. Should you wish to cancel your order, that’s fine. Just let us know in writing, either by email or post, and we’ll refund any deposit within the following seven working days.
Are there any qualifying criteria I need to know about?
We always try to be responsible lenders, so to make sure interest free credit is right for you and repayments are affordable, we do ask that you’re aged 18 or over; can pay the necessary deposit by debit or credit card; are in permanent full or part time employment; have lived in the UK for at least 36 months and plan to stay; can make repayments by direct debit from your bank or building society account; your order will be delivered to your home address.
Who supplies the interest free credit?
We’ve partnered with the highly trusted V12 Retail Finance. They already help millions of customers manage their money by providing a reliable credit application service for thousands of national and independent high street retailers across the UK.
Returns and Collections
Returns and Collections
What if I want to return my order?
If you’ve shopped online, just call our Internet Team on 0333 010 2352 before delivery takes please or within 14 days of receiving your order to arrange a collection or exchange. Please bear in mind there’s a charge of up to £159 for this service, (accessories are charged at £9.95 depending on the size of the item). Alternatively, you can drop off at one of our collection points and we’ll take it from there. All we ask is that whatever you return is in the same condition you received it. It’s a little different for instore orders so be sure to check with your local branch about cancellation and returns. Get in touch with your local showroom team who’ll be happy to help.
What if my order is damaged?
We always recommend that you inspect your order as soon as it arrives in your home. If you notice anything wrong that let your delivery team know right away. If you only notice something later on, note it down on your delivery note and call as soon as possible on 0333 010 2352.
What if I have a complaint?
The first thing to do is call our Customer Services Team on 0333 010 2352 and we’ll do everything we can to put things right. After that, if you feel your complaint hasn’t been sorted out, you can get in touch with The Furniture Ombudsman at www.thefurnitureombudsman.org or by calling 0845 653 2064. As a registered member of the Furniture Ombudsman we follow a strict code of practice designed to help customers if anything goes wrong. It’s an independent not-for-profit organisation which operates to government approved guidelines to provide a fair outcome to any unresolved dispute.
Will you take away the packaging from my order for me?
Due to covid-19 restrictions, all items will be delivered packaged , and in order to reduce contact, we unfortunately will be unable to assemble furniture or to take away packaging.
Can I buy gift vouchers to use at Barker and Stonehouse?
Yes you can. It’s a great way to celebrate a special birthday or anniversary and we find that many people give them as engagement and wedding gifts. Available in amounts of £25, £50 and £100, the vouchers can be used in-store for full or part payment.
Can I use gift vouchers online?
Not at the moment, but we are working on it! In any of our stores, there’s always a huge amount to choose from with something for every room in the house. So whoever the lucky recipient is can enjoy browsing our collection in person and taking time out in one of our lovely coffee shops to ponder their purchase.
Okay, how do I buy them?
Why not buy them now while you’re here? We’ll pop them in the post the next working day and send them to you by recorded delivery. They’ll arrive in a smart wallet and because you’re buying a gift, we’ll return the favour and pay your gift voucher postage.
How do I request media information?
We make things as easy as possible for press and public relations professionals when it comes to information and imagery. Please contact Cool Blue on 020 3102 8640 / 0191 375 9150 or email email@example.com and our dedicated team will deal with your request by return.
How do I go about making a trade enquiry?
We’re always happy to hear from interior designers interested in our range. You can send us your details or give our friendly trade team a call on 01642 426 357.
How do I find out if an item is in stock?
Next to the item online, you’ll see when the item is either due in stock or if it’s already in and ready to go. Once in stock, larger items take up to two weeks to deliver, whilst accessories should be with you in three days.
Do I have to wait in all day for the delivery?
No, you don’t. We know you’ve got more important things to do. That’s why we send you a text with a two-hour delivery slot, so you can get on with the rest of your day. Just remember to provide us with your mobile number you use the most with your order details.
What if my furniture doesn’t fit?
Whilst our delivery team are used to dealing with tricky spaces, they do need to know if there are any difficulties to deal with on arrival. You can let us know if you think there may be a problem by letting us know in the comments box at the website checkout.
What if my order is taking longer than expected?
Whilst we do everything we can to make sure your order gets to you when promised, sometimes the unexpected can cause a delay. You can be sure that if this happens, we’ll be working hard to put things right as quickly as possible. In the meantime, you can always get a live update by calling our sales team on 0333 010 2352.
Why is some of the packaging removed from my furniture?
When furniture arrives in our warehouse, it undergoes a thorough pre-delivery inspection to make sure it hasn’t suffered any damage on its way to us. That way, you get your order in the condition you expect it to be in. To do this properly, we have to remove some or all of the packaging.