Frequently Asked Questions

Shopping Online

How can I pay?

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.

Can I order samples?

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 We also post samples internationally.

Do you have a brochure?

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.

Do you have a showroom?

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

Can I make changes to an existing order?

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 Any changes will be dependant on the status of the order and stock availability.

Can I order an item that is currently unavailable?

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 for more information

I cannot find an item that I have seen previously, will you still have it?

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 with any images or details you may have.

Can I cancel my online order?

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.

I am shipping an order outside of the UK, will your website charge me VAT?

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


How much will delivery cost?

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 for a quote.

Do you ship overseas?

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

How long will my order take to arrive?

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.

Can you speed up delivery?

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.

How will I know when my order has shipped?

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.

How can I track my order?

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 If your order has been shipped with DPD, they will be in touch by text with tracking information.

How will my order be shipped?

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.

Can I collect my order?

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.

What happens if I’m not home for delivery?

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.

Will you assemble items and place them upon delivery?

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.

My house is being refurbished and I cannot yet receive delivery, are you able to store my furniture?

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

Can you take away my old furniture when you deliver?

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.

Do I need to pay any taxes or import charges when shipping abroad?

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


Can I return my order?

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.

What items cannot be returned?

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.

How do I return my order?

Please contact 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.

What if my item has a fault or defect upon delivery?

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


Do you have a warranty across your range of items?

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

What if I need advice or repairs outside of the warranty period?

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 for assistance.


Do you use wood from sustainable sources?

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.

Can your furniture be used indoors?

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.

Is your furniture weather resistant?

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.

Do you sell protective covers for your furniture?

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.

Can I leave the furniture outside, uncovered all year round?

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.

What if I need furniture for a coastal area or a yacht?

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.


Are your lights battery operated or do they come with plugs?

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.

Do I need an outdoor socket?

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

How long is the battery life for battery powered options?

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

Do the lights come with a bulb included?

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.

Can I keep your lighting outdoors all the time?

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

Can your lighting be used indoors?

Yes, all lighting options can also be used indoors.


Can I leave my parasol uncovered all year round?

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.

Does my parasol need to be closed when it’s windy?

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

Can I order a replacement protective cover?

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

Can I hide the parasol base underneath the ground or pavement?

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.

Can I order a new canvas (Canopy)?

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 for more information.

Will the parasol fit my current outdoor table?

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.

Do all your parasols come with bases?

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

Are your parasols supported by the base only, or do they need to be fixed to a wall?

Our parasols are supported by the base only.

What is the best way to maintain my parasol?

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.


What heat coverage can I expect from one of your heaters?

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

How long do the bulbs last?

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

Can your heaters be left outside all year round?

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

Do your heaters come fitted with UK plugs?

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

Can your heaters be used underneath a parasol?

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

Do your heaters have a dimmer switch?

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

Forte Kitchens

Are your outdoor kitchens made bespoke?

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

How can I obtain a quote?

Please contact design& and our design team will be happy to assist you.

Are you able to visit my property to measure up and give advice?

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& for more details. International requests are considered on a case-by-case basis. *Minimums apply

Do I need a mains gas supply?

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

What features and appliances can be included?

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& for more information.

Are your kitchens easy to maintain?

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.


Are your rugs suitable for both outdoor and indoor use?

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

What are your rugs made from?

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

Where are your rugs made?

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

What if I need a size not specified on your website?

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

Are your rugs easy to clean?

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.

Care & Maintenance

Do I need to treat your teak furniture?

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.

How do I clean your furniture?

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

Can I jetwash your furniture?

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.

How can I clean my protective covers?

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

Can I leave my furniture out all year round?

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.

Can I put the cushion covers in the washing machine?

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

Do you sell protective covers for your furniture?

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

Do you offer a repair service?

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 for more details. If you are based abroad, please contact us with details of the issue and we will look at possible options.

Are you able to provide spare parts?

Spare parts are available for some furniture pieces. Please contact 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.


How can I apply for a trade account?

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.

What is your trade discount?

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

Do I qualify as trade?

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.

Are you able to make product recommendations and offer advice for projects?

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& for more information.

How do I contact your trade team?

Please email or call the sales team on +44(0)20 8675 4808. You can also message us through our live chat.

Do you exhibit at any trade shows?

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 if you wish to set up a meeting. You can also see our Exhibitions page for more details.

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