Frequently Asked Questions


Furniture:

Living room, dining room and bedroom furniture


Can I order from outside of the UK?

Yes, we have many customers from around Europe and some even further. You will have to arrange a courier to pick up your items, or alternatively pick up your items from the store. For any more details enquire here


Can I make changes to my order once it has been placed?

The answer to this question is different for each manufacturer. We would advise that within 2 weeks of your order being placed, you may be able to make amendments. However, we cannot guarantee this will be the case, due to the nature of made-to-order furniture.


Do you offer bespoke upholstery?

Yes, from classic English sofa groups to smart phone controlled recliners, all the way to home cinemas. Come in to store with your room measurements and you’ll be amazed at the flexibility and range we can offer.


Do you stock mobility furniture?

Yes, we have a wide range of upholstery that provide lift assistance, to help you get back on your feet with ease and dignity.


Do you offer bespoke beds and mattress sizes?

Yes, we can create luxury mattresses and beds to custom sizes if required, we can even take measurements and create corner cut outs for a four-poster bed mattress.


Can my mattress be different tensions on each side?

Yes, if you and your partner prefer different surface tensions we can create a mattress that has a different level of firmness on each side.


How long does it take to make my furniture?

Due to most of our furniture being made to measure, and bespoke to your home we generally advise between 8-12 weeks depending on supplier. If you’d like any more information on supplier specific lead time please call 01227 766655 and ask today.


Interiors:

Curtains, blinds, awnings, wallpaper, fabrics, paint and more.


I want a new window treatment, what’s the best plan of action?

To ensure we can offer you the very best service we ask that you firstly take a few simple measurements of the area you'd like your new window treatment. Bring these measurements along with any colours, fabrics or inspiration with you to our Interiors department. One of our experts will be able to walk you through your options, find the perfect match for your space and provide you with some rough estimates of cost. We'll then arrange a home visit where a member of our team can take accurate measurements and assess the difficulty of the job, from which we can then supply you an accurate quote.


Can I supply my own fabric for you to make curtains from?

No, unfortunately issues with the quality of fabrics, and safety regulations we can no longer guarantee this service.


Do you offer a design consultancy service?

Yes, we have a small team of designers that can help with everything. Whether you’re redecorating a room, building an extension or even dressing a show home we can help. Our team can work with you to find the perfect furniture, window treatments, accessories and much more to ensure your space reaches its full potential.


How long will my window treatments take once I’ve ordered them?

The answer to this can vary depending on time of year and supplier, however our approximate lead times are:

6 - Weeks for Blinds

8 - Weeks for Curtains

6 - Weeks for Awnings

12 - Weeks for Shutters


Will you fit the products in my home?

We have a team of professional fitters we have used for many years, who provide a fantastic service. All our fitters are professionally trained and industry experts on the supplier they work with.


Are there any cheaper options on your curtain making service?

We will always quote for fully handmade, luxury curtains. This is the service we have always offered, and it allows us to create the finest possible finish we can. However, for a reduced cost we can also quote for machine made curtains that are then hand finished to ensure top quality.


Do you offer ready-made curtains?

No, because of our dedication to quality we only offer curtains made specifically to your home.


I want to fit my own curtains is this possible?

Yes, you are welcome to fit your own curtains. You will still be able to take advantage of our free estimation service.


Do you offer a cleaning service for curtains or blinds?

We don’t have our own in house cleaning team for curtains. We do however, have links with professional private curtain cleaners. We are happy to suggest these to you in store, via phone or email.


Do you sell electric curtains and blinds?

Yes, we have a fantastic range of electric blinds and curtains, that link wirelessly and allow you full control.


Can you repair my old curtains/blinds?

Small repairs might be available from time to time, however we cannot guarantee a repair service past the initial guarantee period.


Flooring:

Carpets, rugs, hard floors, wood floors, vinyl floors, tiles and more.


Do you offer a carpet cleaning service?

We don’t have an in-house cleaning team; however, we have worked with a professional company named ‘Specialised’ for many years, and we can arrange cleaning for you via them.


Can I get a rug in a different size?

In many cases our suppliers are flexible with sizes. If there is something you’d like in a different size or style then please let us know. We will then contact our suppliers and find out a definitive answer for you quickly.


Can I design my own rug?

Yes, on certain occasions we can help you design your own rug, to match your home or your current furniture. You can decide colour, match to a specific fabric or even design the pattern yourself. This is a bespoke service, and before planning we suggest first coming to store and talking through your plans with one of our flooring experts.


Is fitting and underlay included with the cost of my flooring/carpet?

No, like most retailers we include this as a separate cost. It is entirely dependent on your space, size and the intricacy of the fitting. We charge a minimum of £75 per fitting, with an extra £40 surcharge for stairs (due to the time taken to fit accurately and professionally).


Do you have your own fitting team?

Yes, for carpets we have our own dedicated carpet fitter, and for hard wood flooring we use a small handful of professionals who specialise in each of the suppliers we offer. We only hire thoroughly trained crafts people, so rest assured your fitting will be completed to the highest standards.


Do you offer a disposal service?

Yes, we offer uplift and disposal services and if your room/s are cleared of valuables, electrical items etc. we are happy to move furniture as we fit.


I want new flooring, what’s the best plan of action?

To ensure we find you the best possible flooring for your home, we ask that you first come in to store with a rough idea of measurements for the rooms you wish to work with. You can also bring along colours, fabrics, paints and anything else to help you find a good match. Our flooring experts can then work with you to find the right product for your space, and give you a rough estimate. From here we can then arrange a home visit for a free accurate measurement and provide you with an exact quote.


How long will I have to wait in between ordering and fitting?

This can depend on the season, how busy we are, and the supplier you have chosen. The current approximate times are:

4 – 5 Weeks for Carpets

4 – 6 Weeks for Porcelain

6 – 8 Weeks for Hard Flooring


Do I have to be home when the fitters come to install my flooring?

No, you are welcome to leave a key with us in store before your fitting date, or alternatively leave a key with a close neighbour. We can then use this to gain access and begin work, without disrupting your day.


Can anything be done with the left-over carpet after it’s been cut and fitted?

Yes, we offer a whipping service to turn your off cuts into floor mats. The service only takes one week, and creates a robust beautiful finish to the edges, in your chosen colour. You can have mats of any shape or size to fit your home.


Payment:


Is it safe to pay with card online?

Yes, it is perfectly safe to pay online with your credit or debit card. Our website has an advanced security certificate, and we use a secure payment provider to ensure your data is encrypted always. We don’t store your details, and we don’t give any of your information to third party companies.


How can I pay?

We accept credit and debit card online and in store. We can also accept American Express, however at this current moment, this is available in store only. For made-to-order purchases you can pay a 25% deposit on the day of sale and pay the remaining balance nearer to your delivery date. We offer Interest Free Credit payment for purchases over £1,000. You can also pay by cash or cheque, but this will have to be agreed in store.


Can I apply for Interest Free Credit online?

Currently you must come in store to apply for Interest Free Credit. This is a very short procedure but ensures you can physically sign the agreement, and be accepted as soon as possible.


If I pay by deposit when will my remaining balance be taken?

2 days prior to the arranged delivery of your order. However, if payment is made by cheque we will require this 5 working days before delivery, to ensure it clears in time.


Delivery:


Do you offer free delivery?

Yes, we offer free delivery within Kent for orders over £500. Outside of Kent there is an added delivery charge that is respective to the item you’ve ordered, please call 01227 766655 to discuss these costs further.


Do you offer disposal for old furniture?

Yes, we do offer a disposal service. For £40 we will take away your old furniture, of a comparable size to what is being delivered. We charge £20 extra per additional item. We try to keep this charge to the minimum, and it reflects only the extra time for our delivery team, and the price of disposal.


How long will delivery and installation take?

This depends on the type of furniture ordered and the quantity. For cabinet furniture, wardrobes and bedframes etc. we advise roughly 1hr 30 minutes, however some smaller, simpler items can be a quick turnaround of less than 30 minutes.


Do you have your own delivery team?

Yes, all of our delivery team work exclusively for Lenleys and our sister company Clarkes furnishers. Our team are highly trained and are used to working with expensive, luxury furniture. On rare occasions, for deliveries far outside of Kent, we use a highly professional 3rd party courier service.


Do you assemble furniture upon delivery?

Yes, we assemble everything as soon as it arrives. We’ll ensure your furniture is ready to use before we leave.


Can I collect my own furniture from the store?

Yes, if the balance has been fully paid and your item has been received by our warehouse or the item is currently in stock you are welcome to call ahead and pick up from the store.


What if there’s a fault with my furniture when it arrives?

On the very rare occasion that there is a fault with an item upon delivery, we will contact the manufacturers and arrange a repair or replacement as soon as possible. Our customer service team are well connected with all our suppliers. Someone will deal personally with your case, and be available on the phone to you whenever you need them, no wasted time spent on hold, or frustrating foreign call centres.

At Lenleys we choose our manufacturers carefully, and if service issues continue to arise we will end our dealings with this company. In this way, we ensure we limit the chances of you ever receiving a faulty item.


Are orders ever late?

Orders are rarely late, but sometimes things out of our control may occur and push back an arranged delivery date. If this happens our customer service team will be in touch with you right away.