FAQ's - Frequently Asked Questions

If you cannot find the answer to your query below, please use our
'search website' page which also contains our contact details if you can still not find the answer there:
Click here to visit our 'Search Website' page.

• Buying tips

Choosing furniture is very subjective and only you know exactly what you want. Take your time when selecting models, colours and finishes and contact us if you are unsure about anything. If materials used and construction methods are important to you be sure to ask us about them.
You can rest assured that Van Hage sell only high quality products, using top grade materials and construction methods. Place an order only when you are confident that you will be getting what you want.

If the furniture you wish to purchase must closely match the colour of an existing item of furniture you own you should not rely entirely on the colours which appear on your computer screen since photographs can sometimes experience tonal variations. Please contact us and we will endeavour to send you an accurate colour sample by post

Measure the space available in your room or garden carefully and compare these measurements with the dimensions of the furniture item you intend to order to ensure the piece will fit.

Take a close look at the access points in your home (doors, staircases, sharp corners) measuring where necessary. Again, compare these measurements with those of the item you intend to order to confirm that it will clear all obstacles when it is delivered. If you are in doubt please contact us.

When your furniture is delivered inspect it closely for any damage or defects. Make sure the delivery person is informed of any problems immediately.

If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 21 days. Beyond this time period we are obliged to charge weekly storage.

• Catalogues & brochures

1. Do you have catalogues?
In an effort to keep our costs (and therefore our prices) as low as possible with all the necessary data collected prior to contacting you and arranging delivery via the internet, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our Website. Visit our Online Showroom and view our online catalogue which is added to daily. If you have any questions, we are happy to help (please use the Contact us button).

2. Can you send me a manufacturer's brochure?
Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. Call or e-mail our furniture experts for more information.

• Customer service

1. How do I contact Outdoor Living at Van Hage?
You can contact outdoor living at van hage from our 'contact us' page or click here - You will find all three stores addresses as well as email addresses and telephone numbers.

2. What if I have a complaint?
Should you have any query or complaint, please go to our 'contact us' page as above or click here.

• Delivery

1. What is Outdoor Living at Van Hage's delivery policy?
Please see delivery schedule in section below for scheduling information.
Outdoor Living at Van Hage charges Only £10.00 for delivery anywhere in the UK!

2. When can I expect my order?
This is dependent on what has been ordered, whether we are carrying that particular stock in our warehouses or if we need to order it from our suppliers. Some suppliers also deliver direct to the customer but we will be able to give you a clearer picture of scheduling when we telephone to confirm your order.

3. What if I'm unable to take delivery of my order when its ready as arranged?
If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 21 days. Beyond this time period we are obliged to charge a weekly storage fee of £10 per week.

4. What if my delivery contains damaged goods?
This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer’s defect. If this occurs, contact us immediately on 01920 870811 or click here for other ways to get in touch. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).

• Delivery schedule
When we contact you to confirm your order, we will be able to offer you specific details as to when you can expect delivery.

• Feedback
We are constantly striving to improve the quality of our service and therefore we welcome any feedback, good or bad, that you may have on any aspect of our business.
For example, you may wish to comment on:
The design and functionality of our website.
Our product range (is there something you’re looking for that we don’t have?).
Our standard of Customer Service.
Whatever you’d like to suggest or get off your chest we’d love to hear from you.
Simply click here to send us an e-mail and we’ll do our best to act on your comments or suggestions. Thank you.

• Delivery Charge
The prices shown on our website exclude home delivery at Only £10.00 anywhere within mainland Britain, except to PA, IV and KW postcodes where there will be a small additional charge which will be advised prior to order confirmation. Large items are transported directly to your home in specially equipped furniture vans and are carried in by trained furniture delivery staff. Smaller items may be delivered by a parcel service. For delivery to Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands and Channel Islands we will deliver free to a nominated mainland GB address e.g. a port. Onward shipping from that point is the responsibility of the customer. Please note we don't deliver on weekends or Bank Holidays.

• Guarantee
We want you to be delighted with your purchase. Once you receive your furniture you have fourteen days to decide if you wish to return it. If so we will collect the furniture free of charge and issue you with a store credit or a refund equal to the value of the returned goods. All we ask is that the goods are made available for collection in the same condition as they were when they were delivered.

• Ordering & payment

1. How can I place an order?
You can order online simply by clicking the "Order" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click on the "Checkout" button which takes you to our order form. You may then enter your personal information and credit or debit card details and submit your order via our secure server. Please remember that we do not charge or process your card and details until we have confirmed your order and delivery instructions with you by telephone. Alternatively you can print out the order form and fax it to us on 01920 871 861. You can also call us on 01920 870 811 to place your order or email us and we will call you back to take your order over the telephone.

2. What methods of payment do you accept?
We accept MasterCard, Visa, Switch, American Express, JCB and most UK debit cards, personal cheques and bank or building society cheques (all cheques made payable to "The Van Hage Garden Company ").

3. Do OutdoorLiving at Van Hage prices include VAT?
All prices quoted by us include VAT at 17.5%

4. What happens if I cancel my order?
Orders may be cancelled at any time before delivery for a full refund. Please contact us immediately on 01920 870 811 or use our click here for other ways to get in touch.

5. How do your prices compare to others?
While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK.

• Policies

1. How will you use my personal details?
Outdoor Living at Van Hage has a strict policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

2. Does Outdoor Living at Van Hage have a returns policy?
Yes, we want you to be delighted with your purchase. Once you receive your furniture you have fourteen days to decide if you wish to return it. If so we will collect the furniture free of charge and issue you with a store credit or a refund equal to the value of the returned goods. All we ask is that the goods are made available for collection in the same condition as they were when they were delivered.

3. What is your service policy?
We’ve put our years of experience in the furniture business to good use by selecting high quality products that should not need warranty service. However, if you do have a problem, we will contact the manufacturer to arrange for local repair, under the terms of the manufacturer’s warranty.

4. What is your warranty policy?
All of our products come with a full manufacturer’s warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer’s warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.

• Privacy policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will not pass your e-mail address to other trusted traders unless you agree.
The type of information we will collect about you includes:
your name
address
phone number
email address
credit/debit card details
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
We store information about you using cookies (files which are sent by us to your computer or other access device) which we can access when you visit our site in future. We do this to track the contents of your shopping basket through the store and for marketing purposes.
If you want to delete any cookies that are already on your computer, please refer to the instructions for your file management software to locate the file or directory that stores cookies. Our cookies will have ’outdoorliving or van hage’ in the file name.
Information on deleting or controlling cookies is available at www.AboutCookies.org. Please note that by deleting our cookies or disabling future cookies you will not be able to place an order using the website, please contact us to place your order by telephone.
If you have any questions/comments about privacy, you should contact us.

• Security ( SSL ): How safe is it to give my credit/debit card details online?

The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. SSL actually stands for Secure Socket Layer. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If your bank or card issuer does hold you liable for any of the £50, Van Hage & Co Ltd. will cover the entire liability to you, up to the full £50. furniture123 will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at Van Hage & Co Ltd. while using the secure server. If you still prefer not to send your credit or debit card number over the Internet you can print out our order form and fax it to us on 01920 871861 or place your order by telephone on 01920 870 811.