Customer Services

FAQs

I've placed my order - what happens next?

 
• You will receive an immediate acknowledgement by email of the order and another for your deposit or full payment. We will then check your order, contact you if we need anything clarified, then place the order onto our internal system. We will then send you a full confirmation for you to check. When the goods are ready for delivery we will contact you to take final payment and arrange delivery.  
 

How long will my order take to be delivered?

 
• A simple question with, unfortunately, a complicated answer. Lead times vary according to the product, time of year, production schedules, and stock availability. The vast majority of orders are fulfilled within 12 weeks, so this is what we quote as a blanket statement. The average time is nearer to 8 weeks, but we like to quote 'worse case' and then improve on it. We will, of course, seek to fulfill your order as soon as we can, unless you tell us otherwise. Please call us if you need a specific lead time for a specific product.  
 

Can I order now, but have delivery in 4 or more month’s time?

 
• Yes, if you tell us at the time you order, you can have delivery deferred up to 6 months in advance.  
 

Is everything on the site viewable at your showrooms?

 
• No - we have a representative sample of each range on show at the store. If you wish to see a specific item please check with us first before travelling.  
 

How can I see an item which is not on show in the showrooms?

 
• Talk to us - we may be able to get one in for you to see, or in some cases we can arrange a visit to the manufacturer to view the product.  
 

Does the site show everything you do?

 
• Not at all! We have access to over 10,000 products, of which many can be made to order. If you can't find what you want on the site, please tell us what you want and we’ll make it for you.  
 

I need a special size/finish/fabric. Can you help?

 
• Very possibly – in most cases many of our products can be customized so do ask us!  
 

When will I have to pay?

 
• We require a 20% deposit with the order and the balance is payable when the goods are ready for delivery. Where goods ordered online are in stock the system will still only take a 20% deposit and we will contact you within 48 hours to arrange delivery and take the balance. Where goods are to order the balance will be due once the goods are ready for delivery. We regret we are unable to accept payment on, or after, delivery.  
 

Are there any 'hidden' charges?

 
• No - all prices on this site include VAT. The only additional charge is for delivery which is shown below.  
 

Can I track my order?

 
• Yes. When we send you the full order confirmation, we will advise estimated delivery and you can email us for an update. If we are advised of any changes by the manufacturer we will notify you by email or telephone.  
 

Can I make a change to my order?

 
• Yes - up to 7 days after you have placed the order. Beyond that time we cannot guarantee that it will be possible.  
 

Is there a delivery charge?

 
• Yes, but we endeavor to keep it simple - £25 up to 25 miles from our showrooms, £50 up to 50 miles, £100 up to 100 miles and £200 up to 200 miles distance. Please contact us before placing your order. Further distances are by individual quotation.  
 

Who will deliver the furniture?

 
• To ensure we look after the product and your property in the right way, we operate our own in-house service for all deliveries.  
 

Will my order be checked prior to delivery?

 
• Yes. In addition to the factory checks, all orders are checked on arrival at our warehouse. During busy periods this may take a few days before we are ready to arrange delivery with you.  
 

Is my furniture guaranteed?

 
• Yes - we guarantee all wood products for 5 years and all upholstery for 2 years.  
 

Will I be able to add to it in the future?

 
• As long as the range, item or finish is still in production we should still be able to supply even if we are no longer offering the range. If the product is still in production but we are unable to supply, we will endeavor to offer an alternative.  
 

Ben Heath Furniture operate a policy of continuous evolvement and reserves the right to vary ranges displayed without prior notice. Any weights, dimensions, specifications, materials stated are only confirmed in writing by request. Illustrations are given and used as a guide only.