- Free Delivery and Assembly

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FAQ - Frequently Asked Questions

We've split this into sections to help you find out what you want quickly:

  1. General
  2. Placing an Order
  3. Surcharges
  4. Delivery
  5. Cancellations and Changes
  6. Problems, Damage and Faults
  7. Waste Removal

1 General

1.1 Do you have a showroom?

No we do not have a showroom, however you can see samples of certain furniture and we have as many photographs and videos as we can collate for you to get a good idea of the quality and appearance of our furniture. We source our furniture from a variety of wholesalers who supply many popular high street chains where furniture is on display. If you google the product name you will find out who they are.

 

1.2 Can I see samples?

 We have limited samples and can arrange a visit to show you them.

 Please refer to this page for details of this service

 

1.3 Can I have a catalogue?

We have a limited supply of manufacturers catalogues and can for a small deposit (£10) leave these with you to view. This is because we get charged for the larger catalogues and this deposit is fully refundable on return of the catalogue in good condition so we can reuse it.

 

1.4 Where do you source your furniture from?

We use a variety of UK wholesalers, some source furniture locally others from the EU and China. We use the following firms: EEF, Emporia Beds, Ideal Products (Demeyere brand), Heartlands Furniture, Sen Furniture, Steens Furniture and Wholesale Beds. We will be adding a range of solid wood furniture from Ametis in 2015. We personally collect all furniture form these companies, and inspect the packaging when we collect and ensure we deliver it to you in the first class condition.

 

1.5 How do your products compare to other suppliers?

You can buy the furniture we sell online or on the high street from many other suppliers and the total cost you pay with us including delivery and assembly is highly competitive. We are usually within £10-£20 and when you add in the extra assembly service and waste packaging removal we provide we beleive we are offering the best proposition on the market.

We also install within 1-3 weeks, sometimes at shorter notice, if you are desperate, and many suppliers cannot compete with such a short lead time. This is becuase orders are subject to our delivery schedule not third party couriers so we can control it.

 

1.6 Is it safe to shop with Andre Victoire online?

Please refer to our security pages for further information on this.

 

1.7 What warranties do you offer?

All of our products come with a full manufacturer's warranty. These vary but are for a minimum of one year usually six years. However furniture if cared for should last many many years. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Details are usually attached when you get your new furniture. Your statutory rights are not affected.

 

1.8 What if I wish to make a complaint?

We try our hardest to provide our customers with an excellent service. If for any reason you are not satisfied we would like to hear from you. If you wish to make a complaint please click here.

 

 

2 Placing an order?

2.1 How can I place an order?

Simply add items to you’re the shopping cart on the website and fill in your contact details when you check out before paying securely via Paypal. You can pay by credit or debit card via Paypal without a Paypal account. If you wish to pay by other methods please see questions below.

 

2.2 What methods of payment do you accept?

We accept payments via Paypal, which includes all major credit and debit cards, so you do not need to have a Paypal account to make a payment securely. This means we do not store your card details and you will be directed to their website to make your payment. You can be assured of the highest level of security online from of one of the largest internet payment gateways.

 

2.3 Do you accept payment by cheque?

We also take payments by cheque, however cheques must clear before the installation date, therefore this can add to the delivery lead time. In this case we will take your order via email or over the phone and issue your receipt separately

 

2.3 Do you accept cheques, cash payments or online bank transfer?

You can pay by online bank transfer or cheque, please email or call us to discuss on 07929 975 809. Unfortunatley we do not accept cash. NB All orders must be paid for in advance.


2.4 What happens once I've placed my order?

We will contact you buy phone or email within 48 hours to arrange delivery and installation. If there are any unusual or specific issues which may affect this we can discuss and make necessary plans.

 

3 Surcharges

For information about surcharges, please refer to our delivery page or refer to our Ts and Cs

 

3.1 (London) Congestion Charge

If you live in an area where there is a congestion charge, this will be passed on to you and payable on receipt of the goods.

 

3.2 Parking Fees

As we assemble your furniture for you, we can be at your home for several hours, we reserve the right to pass on any parking charges to you which we may incur especially in city and town centres. Please advise any issues regarding parking when we arrange delivery and installation.

 

3.3 South / Mid - Wales

We reserve the right to charge a £30 delivery charge for South Wales and Mid Wales. In North Wales generally LL postcodes we can access this area easily within our normal delivery schedule and do not levy an additional charge. We are looking at ways to minimise this and remove it but at present are not a large enough company to accommodate it

 

3.4 Scotland

We do not deliver to any islands, and most of Scotland except DG postcodes (Dumfries and Galloway) will attract a £30 delivery surcharge. We are looking at ways to minimise this and remove it but at present are not a large enough company to accommodate it.

 

3.5 Northern Ireland

We are based on mainland Britain and unable to deliver to Northern Ireland as the ferry costs are excessive. Because we personally deliver and assemble all the furniture we sell it is not feasible for us to do this.

 

4 Delivery

For information about delivery please refer to our delivery page

 

4.1 Do you give a timed delivery slot?

We will typically give you a one hour window of when we are going to arrive to start the installation and an indication of how long it will take. If you property has awkward access or difficulty with parking we may take longer.

 

4.2 Can you call me 10-20 minutes before you arrive?

Yes we can provide a “ring on approach” service, if you are not at the property and need to meet us there. This is beneficial for us and you, so please advise when booking the installation with us.

 

4.3 Do you deliver at the weekend?

We can deliver on Saturdays and Sundays if requested, however we do charge a premium for this as it is not part of our normal working week and we are a small business. Working at the weekend can mean we are working 12 days continuously. We don't want to do it, but every man has his price. The additional charge is £50 for a Saturday delivery and £100 for a Sunday delivery.

 

5 Cancellations and Changes to Orders

5.1 What if I need to cancel and re-arrange delivery?

Please let us know as soon as possible.

If you notify us less than 24 hours before delivery (Friday morning if it is a weekend delivery), there may be a £30 cancellation charge. This is because we assemble and cannot re-allocate the time at short notice to other work.

If you cancel, our schedule typically fills up 1-3 weeks ahead and it may be 2-3 weeks before we can re-arrange.

 

5.2 What if I wish to change my order?

Please call us to discuss on 07929 975 809 and we will do what we can to accommodate you. Very often we can simply change the order and reimburse or collect the difference on installation.

 

5.3 What if I wish to return an item?

Please see our returns policy for more information

 

6 Problems

6.1 What if the furniture is damaged on receipt?

Our aim is to do our utmost to prevent damage to furniture, this minimises our costs and maximises customers satisfaction. We do this by personally delivering your furniture, carrying it into your house and assembling it properly for you. We take care not to make mistakes with this. However there will be occasions when this happens, and in these circumstances we will usually assemble everything and return within 1-2 weeks with a replacement part and fit it at a mutually convenient time. We can resolve this face to face with you at the time.

 

6.2 What if the furniture is not up to the quality I expected?

Our prices are highly competitive and reflect the market value of furniture. Therefore the price should be a good indicator of the quality of furniture you are buying. Please ensure you check the panels of the furniture on arrival if you are concerned about this. We will give a full refund as part of our guarantee prior to assembly. However, if we have started to build or have assembled the furniture, we will charge a fee for our time assembling and repackaging the furniture which will be deducted from any refund, this is based on our standard rates.

For information about surcharges, please refer to our Ts and Cs

 

6.3 What if the furniture is not in the condition I expected?

We will deliver the furniture you order in the best possible condition we can.  If the furniture is not in good condition we will replace it in full or part as required.

 

7 Waste and Furniture Removal

7.1 Do you remove all the waste packaging?

Yes we remove everything we bring with us and leave your room as tidy as we can.

 

7.2 Can you remove existing furniture when you deliver?

Yes we can, however we can only do this if notified in advance and a charge will be levied. This is typically £30, however it depends how much work is involved in dismantling and removing your furniture. Simple beds and chests are straightforward, however large or fitted wardrobes can take an hour or so to disassemble.

 

7.3 Do you buy second hand furniture?

Sorry we do not buy second hand furniture.



Sponsors

What thought:

"Overall the service was excellent. Great instalation all was done before three weeks. Would definitely purchase from this website again. Plesant and promt. If you are buying any sort of furniture I would recommend this website. Excellent!!! Very pleased!"



What thought:

"I am delighted with the service I received. Edwin kept me in the loop as he was driving up to Ayrshire and gave me an ETA. When I met him, I felt I had known him for a long time he has such a friendly way about him. When the furniture was assembled, it was put into place for me and what I did notice, was that there was not a speck of packaging to be found, it was spotless. I wondered if he also had a brush and dustpan in his case. Thank you Edwin"



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