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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 hours of business for both our Customer Service Team and Showroom are 9.00am to 5.00pm Monday to Friday and 10.00am to 4.00pm on Saturdays. We are closed on Sunday. We are available on Bank Holidays sometimes - please visit the Contacts page for our current opening hours.

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 and 10.00am to 4.00pm on Saturday. We are closed on Sunday. We are available on Bank Holidays sometimes - please visit the Contacts page for our current opening hours.

Can I view your products in person?

We have our furniture on show at our showroom in Farnworth near Bolton.

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.


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 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)
  • 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.

Indoor 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 customerservice@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 customerservice@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 customerservice@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.


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.

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).


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. 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 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.


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

If you order today, one of our team will contact you with 24 hours by email to discuss the delivery service and to confirm when we will dispatch. Currently all our items have an estimated delivery date in weeks, which will help you to make an informed choice. We aim to deliver in-stock items within 3 working days.

Can you do weekend deliveries?

Saturday & Sunday deliveries are sometimes available, however this is dependent on whether the courier is available to deliver in your area. We will try to accommodate your request, but cannot make any guarantees. When you receive your order acknowledgement and delivery slot, please reply to deliverybooking@rattandirect.co.uk if you wish to have a Saturday/Sunday delivery. An additional surcharge does apply.

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 express delivery 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 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.

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.