FAQs

~ Ordering Furniture ~

~ Delivering Furniture ~

~ Payment ~

~ Cancellations and Refunds ~

~ Service ~

 

ORDERING FURNITURE

Q. Do your prices include VAT?

Yes, all of our prices displayed are inclusive of VAT. The price you see if the price you pay.

Q. Do you have a showroom?

Yes, we have a 3500 square ft showroom in Manchester City Centre which showcases select pieces. We are a 2-minute walk from Harvey Nichols and Selfridges.

Q. Can I visit you at a pre-booked time?

Yes, you can arrange an appointment with us ahead of time, so that when you visit us there is no waiting around. This is a complimentary service. 

Q. Can I request a "VIP Closed Store" visit?

If you prefer to visit us when the store is only available exclusively to yourself, then you can book an appointment with us and pre-request this. This visit benefits from private parking and private store entry. 

Q. Are all the items in stock?

Our large products are custom made to order and, therefore, we do not carry stock. Smaller items and accessories are sometimes available.

Q. I have seen a product elsewhere, can you order it for me?

Yes, we have access to all leading luxury brands and we can source these products for you at the best prices. 

Q. I am looking for something specific but can't find it online?

In that case we can either find it for you or make it for you. Speak to us about what you want.  

Q. Can I choose my own specific dimensions?

Yes! The beauty of Touched Interiors is that the majority of our products can be tailor made to your specification. Contact us to discuss your requirements. 

Q. Can I use my own fabric on the products?

Yes! On some of our products your own fabrics can be used if you send them to us. On some of our ranges, we encourage you to choose your own fabric and send it to us. We would then deduct the fabric costs from the product price. Contact us to discuss your requirements.

Q. Can I choose the product finishing?

Yes! You can choose your own finishing, for example, silver or gold leaf, gloss or matt finish and with carving or without. You can even send us a sample and we will colour match to this. Please contact is to discuss what finishes you would like or for samples.

Q. Can I choose my cushion filling?

Yes on some pieces! The beauty of Touched Interiors is that the majority of our products can be tailor made to your specification and we can adapt the filling to your comfort level. Contact us to discuss your requirements.

Q. Do I have to confirm the fabric at the time of ordering?

This is not essential and can be done at a later stage. 

Q. Do you offer trade discounts?

For our trade customers, we can open a trade account for you, which also benefits from a trade discount. To discuss your trade requirements please contact us.

Q. How exclusive are the products available through Touched Interiors?

Our products are in general not available on the high street. Our range is design led and innovative. Our exclusive collection such as Meireles and OurSense are only available through us and our approved stockists. 

Q.Where are your products made?

Our products are mainly made in Europe in countries such as Italy, Portugal and Spain. We do offer some collections from deep sea destinations such as the USA.

Q. How safe is shopping on touchedinteriors.co.uk?

It is vitally important to Touched Interiors that you can give us your personal and payment details over the internet in complete confidence. That’s why we have invested in the most advanced site security available. It provides all the protection and assurance you need to make any transactions or give personal information privately and securely.

When completing a transaction online, you will need to go through Verified by Visa and MasterCard SecureCode. 

Q. How do I place an order?

Once you have selected your furniture, add the items to your shopping basket. Each item is individually priced. Then simply following the prompts on screen for your billing and delivery details, finally select your payment method and, when you are ready, submit your order.

Email or call us on 0845 463 0083 and we will complete the order for you on the phone.

You can also visit us at our Manchester city centre showroom to finalise your order. 

Q. Will I receive an order confirmation?

Your official Touched Interiors order confirmation will be sent to you by email for online, phone and email orders.

Q. Can I make changes to my order?

If you want to make any changes to your order, e-mail us on accounts@touchedinteriors.co.uk or telephone 0845 463 0083 for further assistance. We will do our best to help. Early alterations within a few days are not usually a problem. Every product is created in different stages so contact us. Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.

Q. Can you tell me the availability of a particular item?

Before you select a product to buy online an indication of the current lead time for delivery will have been given on the product page. Please be aware that this information changes daily. Touched Interiors cannot be held responsible for delays beyond our control. We will inform you as soon as we become aware of any changes in the time originally given when you placed your order. For more information, contact us on accounts@touchedinteriors.co.uk or call 0845 463 0083 for further assistance.

Q. Do you price match?

Touched Interiors believes in offering the very best value. In the unlikely event that you find the exact same item for sale elsewhere at a lower price (including offers), we will endeavour to match that price. We want you to be confident that the price you are paying is the best price. If you have seen exactly the same product cheaper elsewhere, then we will not only endeavour to match this price but endeavour to beat it.

Q. What is care and protect?

Our care and protect is a protection cover that protects you against accidental damage for 5 years and extends your structure warranty to 5 years. You can protect all upholstery and beds. To take out the warranty on a bed, you will need to purchase a complete bed from us including the mattress.

Q. Can I protect non-upholstery items such as a desk?

At the moment, we only offer the care and protect cover on upholstery and beds. Sideboards, desks, tables, etc can not currently be protected.

Q. Are you a manufacturer or retailer?
We are both.

Q. Do you have seasonal sales?
We do not regularly partake in seasonal sales, although we do sometimes have the occasional offers. We do have some exceptional discounts applied when our ex-display items become available for sale. 

DELIVERING FURNITURE

Q. Where do you deliver?

Online we currently offer our Free Delivery to customers in the UK mainland. Scotland and Ireland's delivery have a cost of £80. We also offer worldwide delivery. International delivery charges are calculated on an individual basis based on exact location, size and weight. Contact us for an accurate quotation. These orders can not be placed online and are fulfilled by proforma invoice.

Q. Do you offer white glove delivery?

All large items ordered from ourselves come with complimentary white glove delivery.

Q. What is white glove delivery?

We deliver to your room of choice, unpack and assemble if required. We also remove the packaging. 

Q. Will you assemble my furniture?

Our white glove delivery service includes assembly. All large items ordered from us includes complimentary white glove delivery.

Q. Will you install things to my wall?

No, as standard this is not included. We will not fix things to the wall within our white glove service. If you require wall fixings for items such as mirrors, artwork, panelling, tv frames, shelves etc, then please speak to us so we can provide you details about availability and surcharges. 

Q. Do you white glove smaller items?

Smaller items such as our accessories, lighting and rugs are sent by courier. You will have to unpack these yourselves.

Q. What happens on the day of delivery?

You will be contacted in advance by a member of Delivery team, who will give you a choice of delivery dates. You will also be given a 2-hour timeslot. Please make sure all access points are clear of obstacles. You should also ensure that there is someone on your property to receive and sign for the furniture. Our dedicated delivery team will notify you between 30 and 60 mins before delivery.

Q. What happens if I am out when you deliver?

As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned. Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge.

Q. Can I nominate a day or time for delivery?

Yes, you are given a choice of delivery dates and times.

Q. Can you take my old furniture away?

Unfortunately, this is not a service Touched Interiors offers. 

Q. What if my furniture does not fit?

When ordering furniture, it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. If the worst happens and it really won’t fit in, we will do our utmost to help you come up with an alternative. E-mail us on accounts@touchedinteriors.co.uk or phone 0845 463 0083 for further assistance. Please note that made to order items can not be refunded. 

Q. Do you deliver overseas?

Yes. Contact us and we will quote you a price. International delivery charges are calculated on an individual basis based on exact location, size and weight. These orders can not be placed online and are fulfilled by pro forma invoice. International deliveries can only be ordered by phone or email. For a quotation, please contact us. 

Q. Where is my order?

If you wish to check the delivery of your order, please e-mail us on enquiries@touchedinteriors.co.uk or call 0845 463 0083 for further assistance.

Q. What if my order is late?

You should have been given an estimated delivery time. If it changes, we will let you know straight away. While Touched Interiors cannot be held liable for any delays which are beyond our control, we will make every effort to keep you informed. If you have any delivery problems, please e-mail us on enquiries@touchedinteriors.co.uk or call 0845 463 0083.

PAYMENT

Q. How do I pay for my Goods?

When ordering online, after choosing your furniture, you will be asked to make payment by credit or debit card. Just follow the instructions on screen until the process is complete. 

We accept all major credit and debit cards. 

You have three ways to pay for your goods: 

1. Full amount upon ordering.
2. 50% now and 50% before delivery.
3. Up to 3 years Interest free credit on all purchases between £1000.00 and £15,000.

Upon our receipt of your card payment, and the successful processing of your order, we will send you an order confirmation. This also serves as a receipt.

If you prefer to pay by cheque, then this service is not available with an online order. Please call us first to place your order by pro forma invoice and then please make your cheque payable to Touched Interiors Limited and send by post to:

Touched Interiors Ltd
26 Blackfriars Street
Manchester
Lancashire
M3 5JS
UK

A personal cheque may take up to 7 working days to clear before we can finalise the dispatch of your order. Unfortunately, it is not possible for payment to be collected by our delivery teams.

You can also pay by BACS transfer. This service is not available on online orders. This payment is by pro forma invoice so contact us for an invoice and our bank details. 

Q. Can I just pay a deposit?

Yes, you can choose to pay 50% now and the remaining 50% prior to delivery.

Q. Can I ask for a discount?

You can always ask us.

Q. How does the interest-free work?

You can spread the cost of your purchase without interest over a maximum of 3 years. The amount of time you have to pay for the purchase depends on your spend.

Q. How do I apply for interest-free credit? Is it a long process?

You can apply for finance in-store, over the phone or online. If in-store then the process takes somewhat 5 mins to complete and you are given an instant decision. If by email or phone then we will email you the application form and it will take you no longer then 5 mins complete with an instant decision.

Q. I want to spread the payments over more than 3 years, can I do this?

We can offer you finance over a longer period. These options are interest bearing. Contact us to discuss your requirements and we can provide you with the best product.

Q. Do I have to pay a deposit when taking out interest-free credit?

No deposit is required. You can finance the entire purchase amount and not pay any interest.

Q. Can I only use the interest-free credit on furniture?

No, providing you spend between £1000,00 and £15,000, you can purchase anything you like and take advantage of the finance. You can even finance our interior design service fees.

Q. Can I pay a deposit to lower the monthly repayments?

Yes, you can put down an optional advance payment if you wish to do so and you can spread the remaining amount.

Q. Can I pay the finance off early? Will I be penalised for this?

Yes, you can pay off the finance whenever you wish to do so and most importantly there is no penalisation or an additional charge to do this.

Q. Can I use a promotional voucher?

Yes, you can use a promotional voucher. From time to time, we will send out members promotional vouchers. This will deduct the promotional amount from your order value.

Q. Why does my promotional voucher not work?

This may be for a number of reasons: 

1. Promotional vouchers can not be used on products that are already on special offer.
2. The voucher may have expired and is no longer valid.
3. There may be an error, so please contact us to check why it is not working.

CANCELLATIONS & REFUNDS

Q. What if I wish to cancel my order before delivery?

Items from Stock

If, after having placed your stock order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery. All you need to do is advise us by e-mailing us on accounts@touchedinteriors.co.uk. Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment.

Bespoke Items or Special Orders

If the items ordered are not from stock, we will have commissioned a supplier to make them specifically for you. Unless we receive your written notification to cancel within 48 hours of you receiving our first order acknowledgement e-mail, we regret to advise you that we will have to charge you a cancellation fee.

Q. What if I don’t like it after it’s been delivered?

Stock Orders

If your stock order has been conducted only through our website, you have 7 working days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods. This is your 14 days cooling off period. This begins the day after you receive your goods. We must be notified in writing or my any other durable medium and not by phone. Once the items are received back we will refund you with the amount due.

Bespoke Items or Special Orders

We regret we are unable to accept the return of these goods as they have been specially made at your request.

SERVICE

Q. What is the difference between a private shopping experience and the interior design service?

Our interior design service is a comprehensive service where our designers take control of your entire project from conception and sourcing to installation and completion. Our private shopping service is for those who have a good idea of what they want but require a single site visit for assistance in finalising items they have seen online or for assistance with finishes and sizes. 

Q. Do you interior design home cinemas or just install?

Yes, we design and install luxury home cinemas. You tell us your budget and we will propose a complete design and technical solution. We will take care of everything from seating to flooring. 

Q. What do I receive as a registered member?

As a registered member you will receive promotional news, special event invitations and exclusive member offers. Your information will never be passed to third party companies.

Q. Is there a guarantee?

Every piece has a different warranty attached to it and on some items this can be a lifetime warranty. As standard every product has atleast a 12-Month warranty. 

Q. How to I care for my purchase?

Please have a look at our Product Care & Maintenance section. 

Q. What are you opening hours?

Our phone lines are open Tuesday, Wednesday, Friday, 11 am to 6 pm, Thursday 1 pm to 7 pm and Saturday 11 am to 5 pm. Bank holidays and public holidays we are closed.

During the busy Christmas period, our opening hours may change. Please check the contact page for up to date hours.
You can email us at any time even when we are closed; we will respond during business hours.

Q. What do I do if I have a complaint about an online order?

Our continued success depends entirely on our customers’ satisfaction with our service, and on the quality and reliability of the products we sell. 

Whatever assistance you need, please do not hesitate to e-mail us at enquiries@touchedinteriors.co.uk or call 0845 463 0083.

We take all complaints very seriously and will endeavour to resolve your issue for you as quick as possible. 

Address Details:
Touched Interiors Limited
26 Blackfriars Street
Manchester
Lancashire
M3 5JS
UK

Your statutory rights are not affected.