Frequently Asked Questions

We've put together a list of our most commonly asked questions to look through. If you have a question you can't find on the list, please give us a ring on 01202 830197 between 10am and 4pm Monday to Friday or give us a ring on sales@rattan.co.uk

Furniture

Q. What is your furniture made from?

A. All our furniture is made from poly-rattan (PU) wrapped around a powder-coated steel-alloy frame. Poly-rattan is designed to withstand our climate, being water-proof, so it doesn't need to be brought inside in periods of bad weather and the powder-coated frame provides rust-proofing. The cushions are made of a poly-cotton blend which combines the soft, moisture-absorbing cotton with the durability of polyester.

Q. Is this waterproof/can it be left outside?

A. Yes, the furniture itself can be left outside all year round - the frames are treated with a zinc powder-coat to ensure rust-proofing. The cushions are only shower-resistant, so we'd recommend bringing them inside overnight and in heavy periods of rain. Even if you have a weather cover for the set, we'd still recommend cushions are brought inside/stored somewhere dry as weather covers don't usually allow the cushions to breathe and may result in mould.

Q. Do you do weather covers/do I need a weather cover?

A. We don't sell weather covers currently, although we expect to in the future. The furniture is designed to withstand our weather all year round, so they don't actually need to be covered - we'd only recommend weather covers to keep off garden debris as general maintenance (learn more about caring for your furniture). The cushions will need to be stored somewhere dry whether you have a weather cover or not (most covers don't allow the cushions to breathe).

Q. Are cushions included with the set? Can I mix and match cushions?

A. Yes, the cushions pictured with the set are included in the price. Unfortunately, we're not able to mix and match cushions. The cushions pictured with a particular set are the only ones available for that model.

Q. Can I buy part of a set/can I buy extras?

A. We can't split sets unfortunately - they come in the configurations advertised. We generally can't sell extras, however towards the end of our season (i.e. October/November) we may be able to accommodate this. Email our customer service team on sales@rattan.co.uk

Q. Why are there are cushions missing from my set?

A. Cushions tend to be packed underneath the furniture to fit everything in the boxes securely. If you've checked underneath your set, please contact us and we will rectify this for you. You can email us at: sales@rattan.co.uk

Q. Why are some of the fixtures/fittings are missing from my furniture?

A. Any fixtures/fittings needed for a set should be in a small, white box marked 'installation pack'. Please contact us if you are missing this. You can email us at: sales@rattan.co.uk

Q. Can I get a parasol with the set?

A. We don't sell parasols, but the tables for our dining sets (6 seater round and rectangular tables) come with a pre-made hole and a plastic protector ready for a parasol to be added. Unfortunately, the dining tables that come with our sofa sets do not currently come with the parasol hole.

Q. Can I order replacement glass for the table?

A. Unfortunately, we're unable to supply replacement glass for your set.

Q. Is the rattan a uniform colour? I already have one set and want to ensure it matches.

A. Every effort is taken to ensure that the rattan matches perfectly within a range; however as this is a hand-woven, dyed product, some variation may be present.

Q. Is there a guarantee with my furniture?

A. Yes, there is a year's manufacturer's warranty. Cushions are not included within the warranty, as they're subject to fair usage.

Q. How do I report a problem with my furniture?

A. You would need to provide photos of any damages/faults on the furniture for us to have a look at and assess. Please note any damages need to be reported within 48 hours of delivery. Please send these through to sales@rattan.co.uk and we'll aim to get back to you within 48 hours with a resolution.

Q. Do you have assembly instructions?

A. Yes, you can download assembly instructions to help you put together your dining table or loungers (all other products come pre-assembled).

Q. Do you have a care guide?

A. Yes, you can download our care guide with hints and tips on prolonging the life of your furniture.

General

Q. What are your opening hours?

A. Our opening hours are 10am to 4pm Monday to Friday.

Q. Do you have a showroom?

A. We don't have a showroom, but we do pop-up events around the country throughout the summer where you can view our furniture and try before you buy! Follow us on Facebook (@alfrescorattan) to find out where we'll be and when!

Q. How long will it take you to respond to my email?

A. We aim to respond to emails within 48 hours of receipt. (If you have emailed at the weekend or a bank holiday, it may be longer as we're only in the office 10am to 4pm Monday - Friday).

Q. How do I contact you?

A. Email us at: sales@rattan.co.uk or through Facebook - we're there as @alfrescorattan. You can also give us a ring on 01202 830197.

Q. Can I cancel or change an order?

A. If you'd like to change or cancel an order, you can do this at any point until your order has been dispatched ready for delivery (subject to a £25 cancellation fee, if occurring after the cooling off period). Once the goods have been delivered, you have 14 working days from receipt of the goods to return them for a refund. We will minus return delivery fees.

Q. Can I put down a deposit?

A. Unfortunately, we're not able to accept deposits. Payments will need to be taken in full in order to allocate a set to your order.

Q. Is there an option to pay in monthly instalments? Do you do finance?

A. Unfortunately, we're unable to accept monthly instalments. We would need to receive payment in full in order to reserve a set for you.

Delivery

Q. If I order today, when will I receive my delivery?

A. Delivery timeframe will depend on the specific item you borrow (whether it's already in stock, due to come in or still on the water can alll have an impact). However, you will receive a call from our customer services department, once your item is in stock to book in a delivery date. They will give you a choice of several dates and then you can pick the one best for you.

Q. Can you do weekend delivery?

A. We will occasionally offer weekend deliveries, but these are not guaranteed. Please call us on 01202 830197 (Monday to Friday 10am - 4pm) to discuss this if needed.

Q. Am I guaranteed a time?

A. We cannot guarantee a time for delivery unfortuntely. In special circumstances, we may be able to request a call approximately 30 mins - 60 mins before delivery.

Q. Can I delay my delivery?

A. You must be able to accept delivery within four weeks of the set becoming available for delivery or you will be subject to a £10 per week storage fee until delivery is accepted.

Q. How much is the delivery fee?

A. Delivery to mainland UK is £60 for the first set. Further sets may incur a small surcharge. For delivery to Scotland, a surcharge may be payable.

Q. Do you deliver abroad?

A. No, we don't deliver abroad. We can deliver to a freight forwarding company of your choice to arrange your own shipment however.

Q. How can I track my order?

A. Unfortunately, there's no ability to track your delivery at present but you can phone customer service team for an update on the progress of your delivery. This will be subject to them being able to contact our local van drivers.

Shows

Q. How do your shows work? What is the advantage of going to a show?

A. We travel around the country bringing our garden furniture to you! The advantage of attending a show is that you're able to get more of a bargain by buying one of our display sets (sold as seen) and have it delivered that Sunday, ensuring you get your new set in time to enjoy the sun!

You will also have the option to buy a brand new, boxed set if you'd prefer (or if you miss out on the display set) which will be delivered in 7 - 14 working days (depending on courier availability in your area). A boxed set will also be cheaper at one of our events than it is on our website.

You can also view our guide as to what happens at each event.

Q. Where will you be next?

A. We tend to only book our events a week in advance so we're unable to confirm where we'll be before then. You can join our mailing list to ensure you never miss a local show! Keep an eye on our Facebook page, @alfrescorattan on a Tuesday afternoon too - this is when we tend to confirm where we'll be the following weekend.

Q. What happens if I buy a display set?

A. If you buy one of our display models from the show for delivery on Sunday, it will be sold as seen and as such any damage already present will not be covered under the 12 month warranty. Any further faults with the set would be covered.

Q. Are there further discounts available at the shows?

A. There may be further discounts available if you were to buy a display set from one of our pop-up events.


Q. What happens with delivery?

A. You can choose to have your items delivered on Sunday straight from the event (by buying the display set) or you can opt for a boxed set, which will be delivered from our main warehouse and typically take 7 - 14 working days.

Q. Can we take it away that day?

A. You can collect the item on Sunday - the sales person will be able to confirm a time with you. You can't take it away on the Saturday as we only bring one of each set with us and need to keep it until the last day in order to use it as an example to sell from.