Phone Number: 0161 408 0494 | Email Address:[email protected]
Customer Services
At Rattan Direct we are committed to providing the highest possible standard of customer service to our customers - from placing your order, processing your payment and receiving your product safely within an agreed timescale. We request customers that are placing an order online to check the product's availability status. Once your item is available for delivery we will contact you to confirm a date.
As the leading UK distributor of Rattan garden and conservatory furniture, we offer high quality products at a reasonable price to ensure great value for every customer. Our specialist customer service staff are skillfully trained and are always happy to help with any questions and help you to choose a product that suits your needs. We pride ourselves in our unique designs, ensuring that we stay ahead of the trends and maintain our innovative and creative passion. Rattan Direct has been pleasing customers for almost a decade now and we continue to grow as a company, with our designs and our visions whilst offering our products at a competitive price.
Our Customer Service Values
- Rattan Direct always strives to build a relationship with our customers as we recognise this is central to the foundations of a successful established business.
- One of our core values as a company is to have a relationship with our customers based on honesty, trust and delivering our promise.
- Your shopping experience with us should be stress-free and accessible; if we get something wrong we will work with you to resolve any issues in a timely manner. Our Customer Service team can be contacted by telephone or email.
- We firmly believe in good communication with our customers; we aim to keep in contact with you and maintain a good relationship by keeping you updated on the progress of your order.
- We value your opinion and feedback on our products and service and we would love you to recommend us to your family and friends.
products
- What is synthetic Rattan?
- Do the Rio chairs come with cushions?
- Is the rattan furniture waterproof?
- Does the Marbella Set come with cushions?
- Do I get an outdoor cover for the dining sets?
- What are the table sizes?
- Can I order replacement glass for the tables?
- What is Abaca?
- What do the colours refer to on your indoor products?
- How do I measure properly?
- Can you tell the availability of a particular item?
- I have ordered furniture; can I order spare or extra items?
- Can I choose to purchase additional cover sets?
- Will the weave match?
- My cushions have arrived creased, what can I do?
- There are cushions missing from my set?
- Some of the fixtures and fittings are missing from my furniture?
General
We aim to respond to all emails within 24hrs.
What are your opening hours?Our standard hours of business for both our Customer Service Team and Showroom are 9.00am to 5.00pm Monday to Saturday and 10.00am to 4.00pm on Sundays. We are available on Bank Holidays including Christmas Eve and New Year’s Eve, however opening hours may be different. For up to date opening hours, please visit Contacts page.
How long does it take for you to answer the phone?We have recently invested in a new telephone system and expanded our team of advisers, meaning there is usually no queuing or waiting involved in calling us. Our telephone lines are open 9.00am to 5.00pm Monday to Friday & 10.00am to 4.00pm on Saturdays and Sundays. We are available on Bank Holidays including Christmas Eve and New Year’s Eve, however opening hours may be different. For up to date opening hours, please visit Contacts page.
Can I view your products in person?We have our furniture on show at our showroom in Bolton, and we take appointments either through our website, or over the phone. As the direct importers and designers of our unique rattan furniture, we do have office and warehouse space.
Do I get a guarantee with my furniture?Yes, all of our products come with a 5 year warranty, covering the structure of the frame from any manufacturing or material defects. We also offer a 5 year warranty on indoor cushion covers and foams. Our 2 year warranty protects against the fading, cracking and peeling of our outdoor synthetic weave.
products
Outdoor Furniture
What is synthetic rattan?Synthetic Rattan is what our garden furniture is made from. Its contemporary design reflects our innovative vision to create products that are ahead of the trends. The weave is made using synthetic rattan to ensure that the furniture is all weather proof, as natural rattan would rot outdoors. This gives customers the luxury of having the best of both worlds.
Do the Rio chairs come with cushions?No, this is a budget set and we do not supply a base or back cushion for this range.
Is the rattan furniture waterproof?Yes, the furniture frame can be left outdoors uncovered. Please note, the cushion covers are only shower proof and need to be taken indoors over winter, or during heavy rainfall. The outdoor cover (if supplied with the range you have ordered) Is to protect the frame only.
Does the Marbella set come with cushions?Yes, they have a base and back cushion for both chairs and the sofa. This item flat packed on delivery and will require assembly.
Do I get an outdoor cover for the dinning sets?Yes, but the cover is only for the table, not for the accompanying chairs. We do not sell or provide free covers for any of our dining chair ranges.
What are the table sizes?- Rectangular Table – 180cm by 100cm (some assembly required)
- Large Round Table – 160cm diameter (some assembly required)
- Small Round Table – 105 diameter (some assembly required)
- Barcelona Table size 5 and 9 Piece - 120cm by 120cm
- Barcelona Table size 7 and 13 piece – 180cm by 120cm
Yes, we supply the additional glass tops for our tables, please be advised that glass is bespoke to our furniture ranges and will not be suitable for a table purchased from a competitor.
Outdoor Furniture
What is abaca?Abaca is a close relative of the banana plant family, and is the native to the Philippines. It is known worldwide for its exceptional strength and flexibility to bend and shape.
What do the colours refer to on your indoor products?The colour ranges soft vanilla, oatmeal, chocolate weave and autumn biscuit refer to the cushion covers only, not the colour of the rattan weave.
General Furniture Questions
How do I measure properly?Our conservatory furniture corner sofas are made to fit, and are normally built on site at the delivery address. Before ordering, we would suggest that you measure the room which the furniture is for, so you are aware of the dimensions you have to work with. When measuring for a corner sofa, we would advise you measure from the corner to the end point on each side - our skilfully trained staff can assist you in finding the right size for you. For more information, see our measuring guide.
Can you tell the availability of a particular item?Our website is updated every day to reflect our current stock situation, alternatively you can contact to our customer service team, by emailing [email protected] and they will be able to confirm the availability of all items.
I have ordered furniture; can I order spare or extra items?We have a wide range of products available for our conservatory and garden furniture. If you have made an order, and wish to order spare items or extra items, we would advise contacting our customer service team at [email protected] who are always happy to help and can advise if this would be available.
Can I choose to purchase additional cover sets?Yes, for our indoor furniture only. Our conservatory furniture range offers you the opportunity to order additional cushion covers, we can supply a additional sets from our existing colour range. A list of our prices can be found on our indoor price and size guide, alternatively you can contact our customer service team at [email protected]
Will the weave match?Every reasonable care has been taken to ensure that the descriptions and colour matching are accurate. Not all our ranges are supplied by the same supplier, which will result is some colour match issues; please ask before purchase of multiple ranges. This will also affect the cushion covers on different ranges, where possible, we will advise of any issues, but this will be down to personal preference.
My cushions have arrived creased, what can I do?Unfortunately, this is due to the way in which they are mail order packaged and sent direct from our factories in the Far East, the creases will naturally drop out over time however, you can speed this process up by ironing the covers with a low temperature setting.
There are cushions missing from my set?Some cushions we pack underneath the furniture, please fully check completely, including under your furniture, before contacting us to advise there are missing cushions.
Some of the fixtures and fitting are missing from my furniture?We advise washing the cushions with normal detergent at 30 degrees, however we cannot guarantee this will remove the mould and mildew. Please try to keep your cushions indoors whilst not in use.
There is mould and mildew on my cushions as I left them outside, do you have anything to remove this?We advise washing the cushions with normal detergent at 30 degrees, however we cannot guarantee this will remove the mould and mildew. Please try to keep your cushions indoors whilst not in use.
orders
If you would like to add/change or cancel an order, you can do this at any point until your order has been dispatched ready for delivery. If your order has already been dispatched or delivered, then you will need to follow our returns procedure.
Do I have the option to put down a deposit?If you placed an order and the item is currently out of stock or there is a lead time for delivery, you can pay a deposit of 10% to secure your order. We would, of course, need the balance to be paid before we dispatch the furniture for delivery (as stated above).
payments
We have a range of payment options available for our customers. We accept credit and debit card payments over the website and over the phone, all except American Express. We accept payments through PayPal and also cash payments on collection from our warehouse directly. If you receive our own delivery service, we also accept cash payments upon delivery. Finance options are also available.
Do I have to pay for my item before it is delivered?Yes, we always need to take the full payment from you before we dispatch their item, unless it is being delivered by us directly, in this case, we can accept a deposit and the balance can be paid on delivery over the telephone by credit or debit card.
Is there an option to pay in monthly instalments?Yes, we have recently added a pay by finance option for orders £899.00 and above. This involves 10 equal monthly payments with 0% interest, your payment schedule on finance does not commence until 30 days after your furniture has been delivered.
Delivery
If you would like to add/change or cancel an order, you can do this at any point until your order has been dispatched ready for delivery. If your order has already been dispatched or delivered, then you will need to follow our returns procedure.
Can you do weekend deliveries?Saturday deliveries are available, when you receive your order acknowledgement and delivery slot, please reply to equest, but cannot make any guarantees. When you receive your order acknowledgement and delivery slot, please reply to [email protected] if you wish to have a Saturday delivery.
I need my delivery in a hurry. What services are available?We can sometimes arrange a next day service on a pallet, please contact us to discuss available options.
I am only going to be available to take delivery at a certain time of day. What services are available?Our delivery services offer a 4hr time slot for the day of delivery, unfortunately we cannot guarantee if this will be a AM or PM delivery time, Please note: you maybe charged a redelivery fee if you agree to accept delivery and you are not available at the time of the call.
How much is the delivery charge?Delivery to all mainland UK addresses is completely free of charge! For customers further afield, we normally apply a £100 surcharge per set, plus VAT. These areas include Scottish Highlands, Scottish Offshore Islands, Northern Ireland, Isle of Man, Republic of Ireland, Jersey and the Channel Islands.
How can I track my order?Your order can be tracked via the particular courier website, unless it is being delivered by our home delivery service, which unfortunately at the moment has no ability to track the delivery.