Frequently Asked Questions

Need help with something, check out our FAQs below

Q. Do you have all your items in your showrooms?

All of our showrooms will have a slightly different selection, depending on stock levels. On the product page, you will be able to see if your item is on display in a particular showroom. If you need any help you can call the selected showroom to make sure. You can find all the contact information here.

Q. Where are your showrooms?

You can find a full list of our showrooms on this page, with each showroom's contact details and parking provision.

Q. How long will my product(s) take to arrive?

If the products are in stock and are being delivered via our home delivery network, you can typically expect them within 7 days.

Once your order has been accepted by dwell, our delivery partner Wincanton will contact you via email and SMS to book the next available delivery date with you.

Smaller parcel orders are handled by a courier service and should be delivered within 5 days. These deliveries are usually made during the week and not on a specific day. However, you will receive all of the tracking information, so if you're not in, you can divert the parcel directly with our courier company.

We are also able to offer a click and collect service for some of our smaller products. You can collect these from your local showroom within 7 days of ordering.

Q. Can I buy items straight from your showrooms?

Many of our smaller items are available to purchase directly from our showrooms. To avoid disappointment, we recommend calling ahead to see if a showroom has your item in stock and whether it's available to buy.

Larger items such as sofas or tables are for display purposes only. In order to purchase a larger product, please speak to one of our in-store advisors and they will be happy to help.

All the showroom’s contact details can be found here.

Q. Who has access to my data? Where can I find more information about your privacy policy?

When you place an order with dwell in one of our showrooms, via our order-line or through our website, the information that we collect relating to you is primarily used to enable us to provide our products and services to you. This is to ensure that we can carry out our obligations arising from any contracts entered into between you and us, and to provide you with the information, products and services that you request from us.

We use third-party companies to fulfil all deliveries so we will pass information to them (Wincanton for home deliveries and Parcel Force for smaller items), for the sole purpose of fulfilling the delivery.

If you need any further information about how we process and store data, you can read our privacy policy. If you have any questions, feel free to email us at [email protected]

Q. I would like to return my order

Unfortunately we are unable to accept returns if you have purchased in one of our showrooms and have simply changed your mind. If you have bought your item via our website or over the phone you have 14 days to return your order. When returning an order, you have the right to open the product but must ensure that the product is not used, assembled or damaged in any way, and that all packaging is returned.

Q. I've requested a refund, when will I see the refund in my account?

We normally process refunds within 5-7 working days. Please remember that card refunds may take up to an additional 10 working days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and, unfortunately, we are unable to influence this.

If a refund is being requested we will process it once the returned items have been received and inspected at our distribution centre or at your nearest dwell showroom.

Q. How will I be refunded?

Refunds can only be made back to the card that was used to make the original purchase. Once your return has been approved it will only take 5-7 working days to process the refund. Please remember that card refunds may take up to an additional 10 working days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and, unfortunately, we are unable to influence this.

If a refund is being requested we will process it once the returned items have been received and inspected at our distribution centre or at your nearest dwell showroom.

If the product was purchased using a dwell gift certificate, the amount being refunded will be re-issued as a new gift certificate.

If your item was purchased using cash, the refund will be made by cheque with a processing time of up to 2 weeks.

Q. If I order several items, will they be delivered at the same time?

We hold orders until all items are in stock so you only have one delivery to receive. For more information and an estimate of delivery times, please have a look at our delivery page.

Q. I've placed an order but heard nothing

You can always check the status of your order by logging into your account with us and seeing your order details. If you require more information, don't hesitate to contact us by phone, email, or chat.

Q. Does my purchase come with a guarantee?

We do offer a guarantee on all our items, which you can review on our guarantee page and our terms and conditions page.

Q. Can I place a large trade order?

At dwell we love working with property owners, designers and specifiers, which is why we have a commercial scheme with tiered discounts based on order volume. You can find more information about the scheme here.

Q. I received the wrong product, what should I do?

If you have received the wrong product, please get in touch with us and we will help you get the right item as soon as possible.

Q. The colour doesn’t match my decor as I thought it would - can I return the product?

You may return the product to us for any reason within 14 days of receiving it. The product must be returned in the original, unmarked and undamaged packaging. Unwanted items must not have been used or assembled in any way. We retain the right to refuse a refund on any item found to have been used.

There will be a collection fee for this, as outlined in the customer checklist.

Please read our returns policy for the full details.

Q. Will the furniture fit into my house?

On each product page, we have listed the dimensions for each piece of furniture. We also have a handy measuring guide to help you determine whether an item will fit in your home.

Q. Do you have a live chat?

Yes, we have live chat - to start a conversation click "Live Chat" in the bottom right corner of any page on our website. You’ll be in contact with a real person, not a chatbot!

Outside of opening hours, you can send a message and it will be picked up first thing the following morning. You can find our opening hours on our contact us page.

Q. Can I place an order over the phone?

Yes, if you would like to place your order over the phone or have any questions about your order, please call our order line on 0345 675 9090 (choose option 2).

Q. Does your lighting take LED bulbs?

Some of our lighting is compatible with LED bulbs, but not all models are. Please refer to the 'more info' tab on each products' page to see which ones are compatible.

Q. My lighting has arrived without any bulbs

Unfortunately, we don't supply light bulbs with our lighting orders and you can see this stated under the 'more info' tab on every lighting product's page. Please refer to your product's page to see which light bulbs are suitable for your new purchase.

Q. How can I change my delivery address?

You can update your delivery address before we dispatch your order by emailing [email protected] or calling our Customer Care team on 0345 675 9090 (choose option 3).

Q. What happens if I'm not there when delivery is attempted?

Our delivery network will keep you fully informed along the way, so you will know exactly when to expect your furniture. If you are not home at the time your furniture arrives, or if you have to cancel 3 days or less prior to the delivery date, a failed delivery charge of £35 will be applied before we are able to re-book a new delivery date.

If you have received a text from Parcel Force with your delivery date, they will also give you a link where you can change the date if it’s unsuitable.

Q. I haven't received an email with my payment or statement information - what should I do?

If you haven't received any confirmation of your order or would like more information, please get in touch with us at [email protected], give us a ring on 0345 675 9090 (choose option 2 for our sales team) or simply chat with us live through our website.

Q. How do I know when my delivery will arrive?

Once the products are in stock, we will email and send an SMS to invite you to the home delivery self-service booking system, where you can book your delivery at your convenience.

One week before delivery, a reminder text and email will be sent to you. Two days before delivery, you will receive confirmation of a 2-hour delivery window for the day of delivery.

On the day of delivery, we will call you by 10:00 to confirm that we are en-route, and you will receive a final notification 30 minutes before arrival.

If your delivery is via Parcel Force, they will send you a text message advising of the delivery date with the option to re-book if needed. They will also text approximately 1.5 hours before delivery and you will get a tracking number so you can track your parcel online.

Q. Can I provide additional delivery instructions?

If you have any delivery restrictions or wish to provide us with additional information before or after delivery, simply call our dedicated delivery line on 0345 675 9090 (choose option 1), and our team will be able to assist with any requirements needed.

Q. Where do you deliver to?

We currently deliver around mainland UK. Please visit our delivery page for all of our charges and delivery timescales for in-stock items.

Q. Do you deliver to the Channel Islands?

We are currently only able to deliver to mainland UK. You can find more information on our delivery page.

Q. Is the length of cable on pendant lights adjustable?

Some of the pendant lights do have an adjustable cable, but not all. If you want to check whether a particular light has an adjustable cable, please contact us directly for the most accurate information.

Q. Can I purchase chairs individually?

We don't sell our chairs in pairs so you can purchase any chair by itself.

Q. How do I change my personal details and manage my account?

You can sign in to your account here, which will allow you to view and change your saved addresses and personal details. If you require any help, feel free to call us on 0345 675 9090 or email us at [email protected]

Q. Who does the GDPR affect?

GDPR is legislation that applies to companies that process personal data as part of the activities of one of its branches established in the EU, regardless of where the data is processed; or a company established outside the EU and is offering goods/services in the EU.

Q. What exactly is "personal data"?

Personal data can include any information that could identify someone. This could include addresses, names, bank details, browsing history, and IP address.

Q. Can you process my refund onto a different credit/debit card?

Unfortunately, we are only able to refund purchases back to the card used to make the original purchase.

Q. Can you provide a fabric sample?

Yes we can send you a free fabric swatch. Simply contact our team on 0345 675 9090

Q. How do I use my promo code?

You will be able to input your promo code on the checkout page, just below the subtotal and summary of your order, and before you input your card details. If you're having any trouble, give our order line a call on 0345 675 9090.

Q. What are your delivery charges?

For a detailed summary of all our delivery costs, please click here.

Q. I've tracked my order with your delivery company and it says it's been lost or has already been delivered, but I don't have it. What should I do?

Please contact us directly and we'll look into the issue for you. You can contact us by phone, email, or online chat – all the contact details can be found here.

Q. I've received a faulty/damaged item

If your purchase arrives damaged or is faulty please contact our Customer Care team on 0345 675 9090 within 30 days of receipt of goods. Alternatively, you can email us at [email protected] or chat with us online.

If a repair is required, this will be carried out within a reasonable time (usually within 28 days). Refunds will be issued (usually within 7 days) after satisfactory receipt of the returned goods. None of the above affects your statutory rights.

Q. Do you have a furniture collection service?

We work with the British Heart Foundation to offer a free furniture collection service. After collection, they will sell it in one of over 185 BHF furniture stores across the UK, with proceeds helping to fund lifesaving research. To arrange a collection just call 0808 250 0030 or click here. You can find more information on this service here.

Q. Are your products intended for commercial use?

Our products are intended for use in a domestic private residential setting only and we provide no guarantees for their suitability outside of this. In particular, we do not provide any guarantees if they are used in a commercial, public or contract environment.

Q. My order is later than expected - what should I do?

We're sorry it's taking a little longer than expected. If you've waited longer than you should and haven't received any information from us, please contact us directly by phone, email, or chat. You can also log into your online account with us to get up to date information.

Q. I've only received part of my order, what do I do?

Please have a look at your dispatch confirmation email. It may say that your order is being shipped in parts and the rest is on the way soon. If you cannot find your confirmation email, simply log into your account with us, where you'll be able to find this information. If you require more help, please contact us by phone, email, or chat.

Q. How can I apply for interest free credit?

You can apply online or over the phone. If you are looking to apply online, you can choose this option at the checkout when spending over £500. Read more

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