- 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:
to visit our 'Search Website' page.
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
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
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.
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
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.
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.
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 manufacturers defect.
If this occurs, contact us immediately on 01920 870811 or click
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).
When we contact you to confirm your order, we will be able to
offer you specific details as to when you can expect delivery.
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 youre looking for
that we dont have?).
Our standard of Customer Service.
Whatever youd like to suggest or get off your chest wed
love to hear from you.
Simply click here to send us an e-mail and well do our best
to act on your comments or suggestions. Thank you.
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.
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.
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
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.
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.
What is your service policy?
Weve 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 manufacturers warranty.
4. What is your warranty policy?
All of our products come with a full manufacturers 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 manufacturers warranties will generally be attached when
you get your new furniture. Your statutory rights are not affected.
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
We will not e-mail you in the future unless you have given us
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:
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
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
( SSL ):
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.