Frequently Asked Questions

We accept all major credit and debit cards including Visa, Mastercard and American Express. You can order securely through the website or by calling us on +44(0)20 8675 4808. If you wish to pay in person, please visit one of our Stores.

Samples can be sent to your address free of charge via 1st Class post. Please contact our sales team through our live chat, by phone on +44(0)20 8675 4808 or by email at Balham@indian-ocean.co.uk. We also post samples internationally.

Yes, the Indian Ocean brochure can be ordered through our online form and posted to your address. You can also view it online. Please see the Order a Brochure and Online Brochure pages of our website.

We have showrooms in Balham and Hampstead, as well as a concession in Harrods. Please see the Stores page for more details.

You can make changes to your order by messaging through our live chat, calling our sales team on +44(0)20 8675 4808, or by emailing us at Balham@indian-ocean.co.uk. Any changes will be dependant on the status of the order and stock availability.

This will depend on the lead time of the item and whether it has been discontinued. Please contact our sales team through our live chat, by phone on +44(0)20 8675 4808, or at Balham@indian-ocean.co.uk for more information

It is possible that we have items available that are not displayed on the website or in our catalogue. Please email our sales team at Balham@indian-ocean.co.uk with any images or details you may have.

Orders placed online can be cancelled any time before being shipped, although we kindly ask that you notify us of any cancellations within 24 hours of purchase.

Initially yes, but we will refund the VAT* provided the order is shipped by us to the desired country. If you organise your own shipping, proof will be required of the goods reaching the destination country before a VAT refund can be processed.*Conditions apply

Delivery to a UK mainland address is free of charge (Crane hire non-inclusive). If you require delivery outside of mainland UK, shipping charges will be calculated at checkout (Europe only). If you require delivery outside of Europe, please contact Balham@indian-ocean.co.uk for a quote.

You can order through our website for delivery to any European destination. If you require worldwide shipping, please email our sales team at Balham@indian-ocean.co.uk and they will be happy to assist.

You can expect delivery of ‘In stock’ furniture within 15 working days to a UK mainland address (Deliveries to Highlands & Islands make take longer and are subject to charge). Smaller items like cushions, protective covers and cleaning products will be delivered within 3-5 working days. For overseas deliveries, our team will contact you to provide a lead time. Some pieces will take longer to arrive, and we have marked these items with ‘Lead times will apply’ in the product description. Please message us through our live chat, or call us on +44(0)20 8675 4808 for more information.

In some cases we are able to expedite delivery. Please call us on +44(0)208 675 4808 or message us through our live chat if you require a faster service and we will do our best to meet your deadline.

For larger UK mainland orders (i.e. furniture), our logistics team will be in touch to confirm a delivery date and time slot with you. Smaller orders will be shipped with DPD and they will contact you by text upon dispatch. Non-UK Mainland orders will be shipped with a trusted third party, and they will be in touch with shipping information.

While we do not provide tracking numbers, you are able to contact our sales team for an update on your delivery. Please message us through our live chat, call us on +44(0)20 8675 4808 or email Balham@indian-ocean.co.uk. If your order has been shipped with DPD, they will be in touch by text with tracking information.

We have our own expert team for UK mainland furniture deliveries. They will unpack and place your items, then remove and recycle the packaging. Smaller items will be delivered via DPD. Please note, during busy periods a trusted third party may be used to deliver furniture orders in the UK. Overseas orders will be shipped with carefully selected third parties, the choice of which will depend on the destination country.

We do not offer customer collection from our warehouse as we offer a complete UK delivery service. We can arrange for your third party carrier or shipper to collect from our London warehouse and our Logistics Coordinator can arrange this for you. Collection from Balham and Hampstead stores must be pre-arranged with a member of the team. It is not possible to collect furniture from Harrods.

For orders being shipped with DPD, the courier will leave a card and send a text informing you of how to arrange redelivery or collect from a local depot.

Yes, we offer a ‘white glove’ service for UK mainland orders. This means we will unpack and place your items, then take away the packaging to be recycled. This will only apply to deliveries of larger items; smaller items will be shipped with DPD. Please note, some UK orders may be delivered by pallet service (usually harder to reach locations), in which case the unpacking and essembling service will not apply.

Storage requests are considered on a case-by-case basis and could be subject to charge. Please message us through our live chat, email Balham@indian-ocean.co.uk or call on +44(0)20 8675 4808 for more information.

While we do not offer a removal service, you can contact The British Heart Foundation who offer free furniture collection. You can find more information here.

The customer is responsible for any duties, local taxes or additional costs that may be incurred.

Returns of orders placed online, over the phone or by email can be requested within 14 days of receipt of goods. This excludes non-returnable items (See below). Please note, any returns of furniture or larger items may be subject to collection or re-stocking charges. Smaller items are to be returned to our warehouse address at your cost. Please see our full Terms of Sale.

Any items that are made to bespoke measurements or include a designer fabric cannot be returned. Also if purchasing in our showrooms, items ‘sold as seen’ or ex-display pieces may not be returned.

Please contact customerservices@indian-ocean.co.uk with your request as soon as possible and no later than within 14 days of receipt of goods. For larger items, once your return has been approved our logistics team will contact you to confirm a date and time of collection. Unless faulty or incorrect, items are to be returned at the client’s cost. Please see our Terms of Sale for full conditions of return.

If you notice a fault or defect upon delivery, please notify our delivery team if they are still present. Otherwise, contact customerservices@indian-ocean.co.uk with images of the issue within 48 hours and we will be happy to assist.

We have a 2 year manufacturers warranty across our range of furniture, lighting, heaters, kitchens, parasols and rugs. If you need assistance with any issues or repairs, please contact customerservices@indian-ocean.co.uk.

We are more than happy to help with any issues you may have with our products outside of the warranty period. Requests for spare parts or repairs in these cases will be subject to charge. Please contact customerservices@indian-ocean.co.uk for assistance.

Yes, we use the finest premium FSC Grade ‘A’ Plantation Teak to make our furniture. Please see our Environment and Materials pages for more information.

All our furniture is designed for use outdoors. Our sofa cushions meet the requirements for life outdoors (UV Proof, Rot Proof, Mildew Proof, Bleach Cleanable) and the cushion interior fillings meet British Standard Fire Regulations, additional "back-coating" treatment to the fabric may be required for use of upholstery inside. Please speak to a member of the sales team for bespoke upholstery requirements for interiors. Furniture without cushions may be placed inside if desired.

Yes, the materials used to make our furniture are weather resistant and require minimal maintenance. The stainless steel and aluminium are outdoor grade, as is the BATYLINE®, all-weather rope and all-weather weave. Please note, teak will change to a grey colour over time when exposed to the elements, but this is completely normal. Please see our Care and Maintenance and Materials pages for more information.

Yes, we sell protective covers for our entire range of furniture which are specially designed for each individual piece. Please see our Outdoor Covers page for more details.

We recommend that you cover your furniture during the winter months, just to minimise cleaning, and put any loose cushions into storage. Furntiure and cushions must be completely dry before covering.

Furniture pieces with electro-polished or powder coated finishes are recommended for coastal areas and yachts. Due to the high salt content in the air, a higher level of protection is needed to ensure longevity of the furniture.

This will depend on the option you have selected. Some of our outdoor lights come with both a battery and plug option, some with a single option of battery or plug. Available power sources will be stated in the descriptions of each product.

An outdoor socket will be required for lamps that come with a plug attachment. Battery powered options can be charged indoors.

Battery operated options will produce a minimum of 6 hours of light.

Our lights do not come with bulbs included, however our sales team are on hand to advise which one is required. This will also be stated in the product description of each lighting option.

For lighting options that can be moved, please safely store them during winter months or adverse weather conditions.

Yes, all lighting options can also be used indoors.

We recommend you cover our parasols in the winter months. A protective cover will be provided with any parasol purchase.Please ensure your parasol is dry before covering.

Yes, the parasol will need to be closed in windy conditions.

Yes, please message us through our live chat, call us on +44(0)20 8675 4808 or email Balham@indian-ocean.co.uk and our team will be happy to help.

The base can be put into the ground, however, please consider that the height will be reduced. Also, for our Cool Cantilever range certain functions will be limited e.g. the ability to rotate the parasol.

Yes, it is possible to order replacement canopies. Please message us through our live chat, call us on +44(0)20 8675 4808 or email Balham@indian-ocean.co.uk for more information.

You will need to take the measurement of the hole in your table, then compare it to the width of the pole of the parasol. Measurements of our parasols can be found in the product descriptions on our website.

Some bases are sold separately to the parasol. Please check the product description on the website before purchasing.

Our parasols are supported by the base only.

Ensure your parasol is fully dry before closing and use the protective cover provided. Do not keep your parasol open in windy conditions. Use a brush and some water to clean the canvas while the parasol is on its side. Please refer to our Care and Maintenance Brochure for more information.

The standard 1500w option will cover 10m² of space. The 2000w option will cover 12m² (Please specify if you would like the 2000w option).

The bulbs in our heaters will last for a minimum of 5000 hours.

Yes, our heaters are designed to be left outside all year round.

Yes, the heaters come with a UK plug attachment. Please note, you will need an outdoor socket available.

For fire safety reasons, we do not recommend use of outdoor heaters underneath parasols.

A dimmer switch is an optional extra. Please message us through our live chat, call us on +44(0)20 8675 4808 or email Balham@indian-ocean.co.uk for more information.

Yes, our Forte kitchens are designed and made to suit your space.

Please contact design&planning@indian-ocean.co.uk and our design team will be happy to assist you.

Our design team can attend your property in the UK for a fee (which can be redeemed* towards the total of the final order), please email design&planning@indian-ocean.co.uk for more details. International requests are considered on a case-by-case basis. *Minimums apply

No, our kitchens are available with bottled gas or mains gas options.

Our kitchens can include a luxury top of the range grill, a Blastcool outdoor fridge and a fully integrated sink. All are available in various sizes and can include a choice of features depending on your requirements. A variety of Ceramic and High-Performance Laminate finishes are available for you to choose from for the kitchen frame and countertops, along with a selection of drawer and storage options. Please email design&planning@indian-ocean.co.uk for more information.

Our kitchens are designed for the outdoors so minimal maintenance is required. The grill will need cleaning after use and the counter tops will need a wipe down with a light soapy solution. Our kitchens also come with bespoke protective covers for the winter months.

Yes, our rugs can be used both outdoors and indoors.

Our rugs are made from Swedish manufactured PVC making them ideal for outdoor use.

Our PVC rugs are woven using traditional loom techniques in Sweden.

Some rugs are available in additional sizes. Please message us through our live chat, call us on +44(0)20 8675 4808 or email Balham@indian-ocean.co.uk for more details.

Yes, very easy! Due to the nature of the PVC material, our rugs can be easily wiped down, hosed down or even put in the washing machine at 30 degrees.

There is no need to treat our teak furniture. Teak is naturally weather resistant and hard-wearing; with the highest natural oil content of all hardwoods, it will stand the test of time without treatment. Please note, as Teak ages it will turn a natural grey colour. If you wish to keep some of the original colour, we do have Teak Colour Protector available on our website. Further information can be found on our Care and Maintenance page.

Different materials require different methods of cleaning. Please see our Care & Maintenance Brochure for more information.

We do not recommend jet washing our furniture as this may cause damage. Please refer to our Care & Maintenance Brochure for correct methods of cleaning.

Please use a lukewarm soapy solution with a soft sponge. Protective covers cannot be put in the washing machine.

We recommend that you cover your furniture and store any loose cushions during the winter months. Please see the Outdoor Covers and Cushion Boxes pages of our website.

Yes, our cushions covers can be machine-washed at 30 degrees.

We sell outdoor protective covers for our entire range of furniture pieces. Please visit the Outdoor Covers page of our website.

Repair services are available for UK based customers where required. Provided you are within warranty, our dedicated customer service team will be on hand to help you (All repair requests under warranty are subject to approval). Repair requests outside of warranty are looked at on a case-by-case basis and will be subject to charge. Please contact customerservices@indian-ocean.co.uk for more details. If you are based abroad, please contact us with details of the issue and we will look at possible options.

Spare parts are available for some furniture pieces. Please contact customerservices@indian-ocean.co.uk with details and pictures of the issue and we will be happy to assist. Requests outside of warranty may be subject to charge. All spare part requests are subject to stock availibility and approval by our customer service team.

Please visit our dedicated page for Trade Clients and fill in the application form. Once our team have reviewed and approved your application, you can place orders with trade discount through our sales team.

You will receive details on our trade discount upon approval of your trade account application.

Trade professionals working within the interiors, garden design or architectural landscaping industries are applicable to receive trade discount, provided their application is approved. All applications are subject to our internal approval process. Applications from other industries will be considered based on requirements.

Yes, our sales team are on hand to provide expert advice and guidance relating to your residential and commercial projects. We also have a Design & Planning team who will be happy to help with design and product choices. Please contact design&planning@indian-ocean.co.uk for more information.

Please email trade@indian-ocean.co.uk or call the sales team on +44(0)20 8675 4808. You can also message us through our live chat.

Yes, you will find us at Maison & Objet in Paris (19th - 23rd January 2023) and Salone del Mobile in Milan (18th-23rd April 2023). Please contact trade@indian-ocean.co.uk if you wish to set up a meeting. You can also see our Exhibitions page for more details.