0% Finance with no deposit

Free Delivery within 3 working days

7 Year structural warranty

F.A.Q's

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Frequently Asked Questions

We've made your life easier, by answering a whole host of your frequently asked questions. We've tried to answer everything from products, to delivery and everything in between. Our team is on hand Monday to Saturday so if you have any other questions, just give us a call.

General

We're open from 09:00 AM to 17:00 PM Monday to Friday. For more answers on everything including returns, delivery and finance options click here

Delivery

For all your questions about delivery including cost, international shipping availability or tracking your order click here

Orders

If your order hasn't arrived, or you've not received the correct product from us, you can find a range of answers here

Payments

We accept Visa Credit, Visa Debit, Mastercard, Paypal and Amazon Pay as well as Hitachi who offer an easy to use finance option. For more answers on payments click here

Products

If you'd like to know the availability of a particular product, or about measurements of our gardens sets, our products section will answer the questions you may have. View more

Others

if you can't find the answer that you're looking for, then call us today and our customer service team will be on hand. Call us on 0800 088 3333

General

How long will it take for you to respond to my email?

We aim to respond to all emails within 24hrs.

What are your opening hours?

Our normal hours of business for both our Customer Service Team and Showroom are 9.00am to 5.00pm Monday to Friday, 10.00am to 4.00pm on Saturdays and Sundays.

Do you have a showroom?

We have a showroom which is located in Bolton. Rattan Direct Limited, Bentinck Street, Farnworth, Bolton, BL4 7EP. Please contact us prior to visiting to ensure that the item you want to view is in stock.

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.

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.

Delivery

If I order today, when will I receive my item?

During the checkout process, you'll have several delivery options. Free delivery is available, and you can select an available date that suits you. You can also select a Next Day delivery, again this is free but orders must be placed before 10 am Monday to Friday. Any orders after 10 am on Friday and the weekend will be delivered on Tuesday. You'll also be able to select a Saturday delivery, which comes with a £44.95 surcharge. To qualify for Saturday delivery you must place your order before 10 am on Friday.

My delivery hasn’t arrived?

We’re disappointed that your delivery hasn’t arrived on time. Please contact us with your order number and we’ll get your order located and delivered as soon as we can.

Can you do weekend deliveries?

We offer a Saturday delivery which can be selected during the checkout process. Saturday deliveries come with a surcharge of £44.95. To qualify for a Saturday delivery you'll need to place your order before 10 am Friday.

I need my delivery in a hurry. What services are available?

Our Next Day delivery option, which can be selected during the checkout process is the quickest way to get your order. Next Day Delivery is free, but you'll need to order before 10 am the day before it is required, to allow the order to be picked, packed and sent for shipping. 

I am only going to be available to take delivery at a certain time of day. What services are available?

You'll be able to select a delivery date of your choice at the checkout. Most of our couriers will give you a 2-hour time slot as to when they'll deliver your order, but this does depend on the specific courier that is delivering your item. There is no way of us guaranteeing a specific time slot for your delivery, should you not be available or if our delivery driver fails to deliver your order, a new delivery date will be rearranged. 

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, plus VAT, to the total value at the checkout. These areas include Scottish Highlands, Scottish Offshore Islands, Northern Ireland, Isle of Man, Republic of Ireland, Jersey and the Channel Islands. Some areas of Scotland may incur an additional surcharge.

Delivery cost will also incur if you select our Saturday delivery option. Saturday deliveries are available to be selected during the checkout process, but you'll need to order before 10 am on Friday to ensure your order can be fulfilled. 

How can I track my order?

Your order can be tracked via the My Order portal by clicking here. You will need your order number or web reference number and postcode.

Do you offer international shipping?

Our items have been shipped all around the world, and we love overseas customers enjoying our rattan furniture. However, you will need to contact usdirectly, to see if we can deliver to you and to get a great price.

Can I delay delivery?

Can I delay delivery? If you’re not quite ready for us to deliver your item, that’s not a problem just contact us. Simply email us with your order number and the time that you’d prefer, and we’ll try to deliver your item when it suits you.

Do you deliver to the Isle of Man?

Yes, we do deliver to the Isle of Man, the delivery cost is around £120 and usually takes around 5-10 working days.

Do you deliver to Ireland?

Yes, we do deliver to Ireland, the delivery cost is around £120 and usually takes around 5-10 working days.

Will the delivery driver help getting my new Garden Set into my garden?

This all depends on the courier that is used to deliver to your address. If you need assistance with getting it into your garden then contact us and we’ll try to get this arranged.

Can I collect my order?

If you’d prefer to collect your order, then that’s not a problem. Our warehouses are located in two different areas. Please make sure you contact us to let us know you’d like to collect, so we can give you the correct collection postcode.

I've paid for Next Day Delivery, but my item hasn't arrived?

If you've paid for our premium Next Day Delivery, but your item hasn't been delivered on time we will refund the cost of delivery and then rearrange delivery, to our standard delivery option.

Orders

Can I cancel or change an order?

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, below.

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).

What is your returns policy?

Please refer to our terms and conditions

Can I exchange my order for something different once delivered?

If your purchase isn’t quite what you’re after then don’t hesitate to get yourself a different set, but charges will apply to pick up and drop off your new furniture. To exchange your order simply email our team with your order number and the product that you’d like to receive.

Payments

How do I pay for my Item?

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. 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 your item.

Is there an option to pay in monthly instalments?

Yes, we have recently added a pay by finance option for orders over £599.00. 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.

How does the finance work?

Please refer to ourfinance page

How do add my promo?

All of our promotions are advertised on the site so you know which discounts are currently on offer, or you can sign up to our newsletter and we’ll keep you updated on our current updates. Once you receive your discount code, you then need to find an item that is valid in the discount and add it to your basket. Click the promo code button and add your discount which will then be taken off once you press apply.

Do you offer trade prices?

We keep our products at the lowest prices possible, so we sadly cannot offer a trade discount. We do, however, offer a discount on large orders that go over a minimum spend amount, but this will need to be discussed with a member of the customer service team.

What are my payment options?

We have a variety of payment options available so completing your order can be made easy. You can pay via VISA, Mastercard, PayPal, Amazon Pay and we also have Hitachi as an easy to use finance option.

My payment is delayed, will I still get my delivery on time?

If you have paid through one of our finance options, Amazon Pay or PayPal there can sometimes be a delay of up to 24 hours. This kind of delay means that our delivery service will also be delayed, which might mean we miss your selected delivery time. A refund for your delivery cost will then be issued, and a new delivery date will be rearranged.

Products

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 dining 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 – 180 x 100cm (some assembly required)
  • Small Rectangular Table – 140 x 90cm (some assembly required)
  • Open Leg Rectangular Table – 160 x 190cm (some assembly required)
  • Large Round Table – 160cm diameter (some assembly required)
  • Open Leg Square Table – 90 x 90cm (some assembly required)
  • Small Round Table – 105 diameter (some assembly required)
  • Barcelona Table size 5 and 9 Piece – 120cm by 120cm (some assembly required)
  • Barcelona Table size 7 and 13 piece – 180cm by 120cm (some assembly required)

Can I order replacement glass for the tables?

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.

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.

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 customerservices@rattandirect.co.uk 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 customerservices@rattandirect.co.uk 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 website, alternatively you can contact our customer service team at customerservices@rattandirect.co.uk

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 may result in 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, 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 try to ensure all fixtures and fitting are securely taped inside boxes, before they leave our warehouse. They can at times become loose inside the boxes, whilst in transit. If you suspect you are missing fixtures and fittings, please fully check the box and furniture before contacting us.

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.

What is the delivery lead time for replacement cushions?

The delivery lead time for replacement cushions is 7 weeks.

What kind of glass is used on the outdoor furniture?

The glass used on our outdoor furniture is tempered glass. Tempered glass is less likely to break than regular glass, but if it does it will break into small pieces rather than shards of glass, this brings extra protection and safety.

How should I store my cushions?

Indoors. Our cushions are not waterproof, so if you want to keep them in pristine condition then we always advise to keep them indoors, when they are not being used.

Are the cushions included?

All cushions in the set are included unless stated otherwise. If you’re wanting a different colour to the one pictured in the set, then you’ll have to purchase a different colour from our cushion collection.

Can I machine wash the cushion covers?

Yes, cushion covers can become dirty when they’re left outside for long periods, and small stains can appear after everyday wear and tear. We advise that you wash our cushion covers at 30°, so they don’t get damaged in the wash.

Are the cushions water-proof?

The outdoor cushions are all showerproof, which means they can stand being wet, but not for long periods. We always advise that bringing your cushions inside or placing them in an outdoor storage unit will lead to a longer lifespan.

Is assembly required?

Assembling products varies from each set that we sell. If assembly is required it will be stated on the product page. We have assembly instructions within each of our products to make it easy for you to construct. Don’t worry if you can’t find your instructions, as you can print a copy off at home from our assembly instructions page.

How do the indoor corner sofas work?

Select which material you’d like whether it’s Rattan or Abaca and then choose from a variety of cushion colours, sizes and style of the arm.

How many cushions are included on each side of the corner sofa?

This varies depending on the size of each corner sofa. When selecting your corner sofa, you’ll see the size on the drop-down menu. Below shows the number of cushions that will be added – depending on the size.

  • Size: 154cm – 161cm – 1 cushion
  • Size: 209cm – 216cm – 2 cushions
  • Size: 229cm – 236cm – 2 cushions
  • Size: 264cm – 271cm – 2 cushions
  • Size: Drop End (150cm) – 1 cushion; no arm

NOTE: Does not include the corner cushions.

What is a drop end?

A drop end means that there are no arms on the side of the sofa or chair.

What is the delivery lead time for indoor corner sofas?

Our indoor corner sofas normally take between 6 and eight weeks, to deliver.

Can I switch the seat cushions?

No, but we understand that they might not be to everyone’s taste, and that’s why there’s an option to buy another cushion set that you might prefer in our accessories collection.

What is the warranty on the outdoor covers, outdoor cushions and accessories?

Although our products are all designed to last a lengthy period of time, we do offer a smaller warranty on our outdoor covers, cushions and accessories. You’ll have 12-months cover on these accessories, so if the worst happens and they become damaged, we’ll do our best to rectify the problem. Please visit the contact us page to get in touch.

What is the warranty on the rattan weave?

We’re confident that your weave won’t become damaged, and that’s why we offer a 24-month warranty on the Rattan weave, to give you peace of mind after purchase.

Do the gas fire pit tables come with a gas bottle?

No, our fire pit tables do not come with a gas bottle. We recommend purchasing a 20lb/9.1kg propane cylinder.

Can I store a gas fire pit table indoors?

If you want to store your gas fire pit table indoors you'll need to disconnect the gas cylinder from the appliance. Gas cylinders must have dust caps tightly installed and should never be stored in a building, garage or any enclosed area.

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