Frequently Asked Questions

Here to answer your 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 01642 426 357


Customer Service

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
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.
The first thing to do is either call us on 01642 426026 or visit your local store. We’ll be happy to help in any way we can to put things right for you. Just so you know, lines are open Monday to Friday, 9am to 5pm and 4pm on a Saturday.
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.

Order Tracking

It’s really easy. If you ordered from our website, you’ll have received a nine digit order number in your order conformation email. Simply type it in here and you can see how your order is getting along. If you’ve lost the email, then you can use your email address instead.
No problem. You’ll find your nine digit order number in the top right of your sales order. Simply type it in here and you can see how your order is getting along. If you’ve lost the email, then you can use your email address instead.

Interior Design Service

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.
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.
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.
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

Yes we do. You can spread the cost on any order worth £675 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?
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.
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 10 months works out at a monthly amount of £225. And because there’s no added interest, the total repayments would add up to no more than your original cost of £3,000.
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.
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.
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.
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.
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.

Guardsman Protection

Accidents happen from time to time – and when they do, Guardsman Protection Plan is on hand to keep your furniture looking good. It covers you for five years against accidental damage and staining. During that time, you can call on our network of professional cleaners and restorers to come to your home and restore your furniture if it’s suffered as the result of an accident.
It could be anything from red wine to curry or rips and tears caused by keys as well as structural faults such as broken recliner mechanisms. It’s pretty comprehensive coverage and you can get the full story here.
You’re covered for a period of five years and during that time you can call on a network of technicians and cleaners as many times as necessary. Even better, unlike many other types of cover, there’s no excess to pay for using the service or even an annual renewal cost.
In the unlikely event we can't put things right, then a replacement item or part will be sourced, delivered and installed for you. Guardsman Protection Plan is all about keeping your home looking the way you want it to.
You really are covered for most things. The only exceptions are general cleaning, wear and tear, colour change and animal chewing. (Sorry Fido).
You can simply add it to your order basket before payment or by calling our Customer Services Team on 01642 426 357.

Returns and collections

If you change your mind about your online order, then please get in touch within 14 days of delivery by calling our Customer Service Team on 01642 426026. You can arrange to take it to one of our collection points or for us to come and collect it. If you’d like a Barker and Stonehouse team to pick up, load and transport your order, then please bear in mind there’s a charge of up to £100 for this service. For in-store purchases, please contact your local showroom to make arrangements. To find out more, take a look at our returns page.
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 01642 426026.
The first thing to do is call our Customer Services Team on 01642 426026 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.

Recycling

Of course we will. At Barker and Stonehouse we take our responsibility to the environment seriously. Which is why we’ve been actively recycling wherever possible for the last ten years.
We can do that as well. We will collect, remove and recycle up to three pieces of furniture for a small charge of just £50.
You can do that as you’re ordering, just make sure to tick the recycling option in your ordering basket and we’ll take care of the rest for you.
Any furniture that’s in good condition will be taken to the British Heart Foundation, where it will be put up for re-sale in one of their stores to raise funding for a great cause.

Gift Vouchers

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.
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.
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.

Press enquiries

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 barkerandstonehouse@coolblue.co.uk and our dedicated team will deal with your request by return.

Trade enquiries

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.
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