Frequently Asked Questions
If you’ve got questions, we’ve almost certainly got the answers here...
WHERE ARE YOUR ITEMS MADE?
All our items are handmade in Britain by a family-run business with over 35 years experience making high-quality furniture. Using traditional British furniture-making techniques, a great deal of skill and love goes into each item to ensure you get a beautiful piece of furniture that you’re proud to have in your home.
CAN I USE A FABRIC I HAVE SOURCED ELSEWHERE FOR UPHOLSTERY ON MY ORDER?
If you're a tough nut to crack and you can't find your perfect fabric from one of our collections then it’s not a problem to have one of our items made in your own material. If you do decide to use your own fabric, please just ensure:
1. It has a fire retardant certificate which can be sent with the fabric to our workshop - all fabrics should have this.
2. It's back coated and not interlined. Interlined is where there is a second inner lining of material behind the fabric as opposed to back coated where the fire retardancy treatment is applied directly to the back of the fabric.
3. You send us an image of the sample so we can confirm whether we can work with it or not. Depending on the complexity of the fabric we may need to see the sample in the flesh but 99% of the time this is not needed. The reason we need to be cautious is because some fabrics are more difficult than others and we want to make sure that, if it is a fabric our upholsterers are not familiar with, they are confident they can upholster the item perfectly for you.
HOW ARE YOU ABLE TO OFFER BETTER VALUE THAN THE HIGH STREET AND OTHER ONLINE RETAILERS OFFERING A SIMILAR HIGH QUALITY?
Here at Willow & Hall we’re passionate about our items and service, not about expensive shops and gimmicky marketing campaigns. This means we’re able to offer you beautiful, high-quality furniture at affordable prices.
DO YOU HAVE A CATALOGUE?
No, we don’t, but we do offer product info cards for each of our lovely styles that you can download or order to receive in the post with your chosen fabric samples as part of our cosy pack here. We do recommend that the best way to get a complete understanding of us and our items is to have a look around our website.
ARE YOUR ITEMS GUARANTEED?
We’re super confident about the quality of our furniture, that’s why we offer a 25 year wood frame guarantee on all our items and a 10 year guarantee on all our sofa bed and bed mattresses.
In addition we offer Staingard Protection.This covers your item for 5 years against accidental spills, stains, marks and damage such as wine spillages, tea disasters, tears, pet scratches and much more. Read more about Staingard Protection here.
WHAT CUSHION FILLINGS DO YOU USE?
We fill our cushions to make them so comfy you could sit on them for days on end without getting a sore behind. All our back cushions are filled with fibre and our seat cushions come with three options. The first is reflex foam wrapped in stockinette. They provide a very supportive and relatively firm sit and they also keep their shape extremely well and require very little maintenance (a plump and turn every 2-3 months). The second option available is siliconized hollow fibre within individual sewn channels within the cushion. The channels are like in a duvet, they stop the fibre all going into one place and the fibre is silicone treated to stop it from gathering and to keep it supple. If you like a slightly softer sit and a more relaxed look then this option is for you. However, they will need a little more love. We recommend a quick plump-up after use and a real shake down once a month. The third option available is a high quality reflex foam wrapped in Grade A Duck Feathers sewn into individual channels within the cushion to stop the feathers all going into one place. These are really snug on your bum but like our siliconized hollow fibre cushions require a quick plump after use to keep their shape and comfort.
CAN I GET FREE FABRIC SAMPLES?
Please do – we recommend you do this so you can look and touch the fabric before you order. We offer up to eight fabric samples for free. Just click here to order and we’ll put them in your cosy pack and pop it in the post for you right away.
CAN I BE CERTAIN THAT THE FABRIC ON MY ITEM WILL BE AN EXACT COLOUR MATCH TO MY SAMPLE?
In short, not always. Fabrics can be an inexact business. Batches can differ in shade and tone ever so slightly which means that if the sample comes from a different batch to what is used to make your item there might be a very slight variation. However, to be honest, the variations are negligible. What we do promise is if you order more than one item with us at the same time they will be made from the same batch and thus will be a perfect match.
CAN YOU DO BESPOKE SIZES?
Whilst we will of course try our best to accommodate such requests please understand that very often we have to say no. Extending a dimension which sounds quite simple, such as the depth of a sofa, actually involves some rather hefty changes in frames, cutting patterns and cushions – it can become excessively expensive. Any bespoke changes will add to the cost and delivery time – please call us to chat it over.
WHAT MATTRESS COMES WITH YOUR SOFA BEDS?
Our sofa beds come with a beautiful, handmade 14cm deep sprung mattress as standard and most also provide the option to have a pocket sprung or memory foam mattress instead if preferred.
WHAT MECHANISM DO YOUR SOFA BEDS USE?
We use a fantastic pull-out mechanism – light and easy to use, yet ridiculously hardy with a solid wood-slatted base and high-quality webbing, to offer the best support possible. We don’t believe you should have to compromise on a good nights sleep because you’re on a sofa bed. That’s why you won’t find us using any of those flimsy trampoline type mechanisms you often see.
WILL YOUR BED MATTRESSES FIT ON ANY BED OR DIVAN?
Yes, as long as the bed or divan follows the standard UK sizes of single, double, king size and super king then our mattresses will fit perfectly with any of them.
DO I NEED TO TRY BEFORE BUYING?
In a nutshell, no, we don’t believe you do. We’ve tried and tested 1,000s of products and hand-picked all our materials, from fabrics to cushion fillings, so you know with us, with any choice you make, that fabulous quality comes as standard.
HOW CAN I PAY?
We accept all major credit and debit cards except American Express. You can also pay using our 0% finance Read more here.
HOW WILL I KNOW IF YOU HAVE SUCCESSFULY RECEIVED MY ORDER?
Once the order has been processed an order confirmation email will be sent to you. If you placed your order online you will also receive a call to confirm we have received your order and to run through any customisation choices.
HOW CAN I ORDER?
You can order online or by phone.
CAN I AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Unfortunately, once your order has been placed any changes (different size, different fabric, different seat cushion choice and so forth) means that we will need to cancel your original order and replace the new order for you with any changes. Please note that this also means the delivery lead time will reset based on the new order date.
CAN I PURCHASE WITH FINANCE?
Yes no problem. We offer 6 or 12 months 0% Interest Free Credit on all purchases of £1,500 and above. Read more here.
ARE MY BANK DETAILS SAFE WITH YOU?
Yes, very safe. Our payment gateway is provided by Sage Pay and is extremely secure. In addition we use high-level SSL encryption technology – the most advanced security software currently available for online transactions ensuring the details you provide us are protected to the highest of standards.
HOW MUCH WILL DELIVERY COST ME?
Delivery is just £38 per order to any UK Mainland postcode.
HOW SOON CAN YOU DELIVER?
We estimate delivery within 4-5 weeks for our handmade, personalised designs, and from three days for our stock items, unless stated otherwise on our website at the time of your order.
HOW CAN I AMEND MY DELIVERY DETAILS?
If you wish to amend your delivery details then that shouldn’t be a problem so long as the order has not already been delivered. If you need to notify us of a change to your delivery details, please call us on 020 8939 3800. Please note the only restriction on this is for an order placed with Interest Free Credit, in this scenario for security purposes we cannot amend the delivery address and the order would have to be cancelled and replaced with the new details.
CAN YOU TAKE AWAY AND RECYCLE ANY OF MY OLD FURNITURE?
Yes we can take away your old items for recycling from £45 per piece. Just select this option when you checkout or let us know over the phone when you order.
WILL ALL OF MY ITEMS ARRIVE AT THE SAME TIME?
If you have ordered multiple items your delivery will be organised once we have all of your items ready to be delivered to you. If time is of the essence and you need to organise an urgent delivery of one of your items, please give us a call on 020 8939 3800 and we can look to organise an additional delivery for a small charge.
DO YOU DELIVER OUTSIDE OF THE UK?
I’m afraid at the moment we only provide our items to the UK Mainland however we are more than happy to deliver to a port or shipping company of your choice. Give us a bell and we'll talk you through how this works.
CAN I HAVE A WEEKEND DELIVERY?
We deliver from 7am-6pm Monday to Saturday and are happy to work with you to accommodate deliveries before leaving for work and/or around school runs. However, please do note that our delivery availability is dependant on the area that you live in and therefore it will not always to possible to accommodate an exact day of the week and time for delivery. In order to get your item to you as quickly as possible, please try to be as flexible as possible with our delivery chaps when booking this in.
CAN I CANCEL AN ORDER?
We can cancel your order if it has not yet been delivered so please call us. However, if your order has already been delivered, then you’ll need to follow our returns policy in the event of an unwanted item.
HOW LONG WILL IT TAKE TO GET A REFUND?
We'll refund your credit or debit card within a maximum of 14 days (but usually 2-3 days) of the item being returned to us. You don't need to contact us to inform us that you have sent an item back for a refund. Once we've received the item, we will automatically action your refund.
WHAT HAPPENS IF I DON’T LIKE MY ITEM WHEN IT ARRIVES?
Just let us know within 14 days of receiving your item and we’ll collect it and give you all your money back including any delivery costs. Please note that bespoke items can be returned however a restocking fee of 55% will be deducted from your refund. Please see our Terms & Conditions for full details.
HOW DO I EXCHANGE AN ITEM I HAVE BOUGHT ONLINE?
You need to reorder the new item and follow our returns procedure outlined above for your unsuitable item.
CAN I RETURN SALE AND DISCONTINUED ITEMS?
Yes, of course you can. Just let us know within 14 days of receiving your item and we’ll collect it and give you all your money back including any delivery costs. Please note that bespoke items can be returned however a restocking fee of 55% will be deducted from your refund. Please see our Terms & Conditions for full details.
If you've opted for either our siliconized hollow fibre or our feather-wrapped foam seat cushions, to keep them looking as lovely and full as they do in our piccies you'll need to be prepared to give them a good plumping. If you think you're not going to do this then steer clear and stick with our reflex foam filling, which is far better behaved.
Regardless of which seat cushions you opted for, it’s best to turn them and rotate their position weekly to ensure even wear. Your fabric will love a bit of weekly brushing action. It will stimulate the pile, helping with pressure marks and shading through use, particularly for velvets, which are sensitive souls. If you went for leather then hold tight on the brush. Instead just use a clean duster over it once a week and remember to be gentle!
WHAT DOES SPOT CLEANABLE MEAN?
To clean parts of your sofa bed, sofa and armchair which are not removable we recommend using a dry foam shampoo from reputable brands such a Bex Bissell or Scotchguard.
Vacuum your item on a low setting using the brush attachment to remove pesky dust particles, prevent soiling and to help reduce any natural piling. Be gentle - any industrial vacuum on a high setting is not your item’s friend!
If you have a sofa bed then we also suggest you vacuum the mattress and leave it open to air for 3-4 hours.
Use a damp cloth rinsed in warm water (not detergent) to clean the wooden legs of your item and polish them with a natural wax if you wish.
SOFA BED & BED MATTRESSES
After delivery, let the mattress air for around 4 hours to freshen and remove and aroma from it being all wrapped up. Give yourself a little bit of time to get used to your new mattress. It’s likely that the springs and upholstery in your old mattress were not what they used to be, so your newbie may seem a little strange at first.
SUNLIGHT AND RADIATORS
Try not to put your item in a position where it will be exposed to sunlight for a long period of time as the colour may fade. Heat from radiators may have the same effect so allow some healthy space between them too.
Some fabrics, such as brushed cottons and linens, have a layer of fibres on the surface and may well pill or lint, a bit like your most loved winter jumper. This is normal and will disperse in time, however if you can’t live with bobbles then a de-fuzzer is a fabulous encouragement tool!
CAN I MACHINE WASH THE CUSHION COVERS ON MY SOFA?
All of our fabrics have different care instructions adapted to the specific composition of your chosen fabric, before attempting to clean any part of the upholstery on your item, please have a read through our fabric care guide here.
WHAT DOES DRY CLEANABLE IN SITU MEAN?
The dry cleaning must be undertaken by a professional upholstery cleaner, in situ without any of the covers being removed. Please do not take your covers to a normal dry cleaner as the cleaning method will be too harsh and may damage or shrink the fabric.
If you’ve got any further questions, do give our friendly Customer Services team a call on
020 8939 3800 or drop them an email at firstname.lastname@example.org. We're always on hand and happy to help.