FAQs
DELIVERY
1. Can you tell me the availability of a specific item?
Yes, you will find an indication of the current lead time for delivery on the product page and within checkout when you place your order.
If there are any queries once you have placed an order, we will be in contact with you. Please be aware that this information can change daily. NCF Living cannot be held responsible for delays beyond our control.
We will always endeavour to inform you as soon as we become aware of any changes in the time originally given when you placed your order.
2. Do you deliver overseas?
Unfortunately not for now, we do deliver in England, Scotland, Wales and Northern Ireland.
3. What do you charge for delivery?
Delivery is calculated on the shopping basket page. Please enter your post code and you will be presented with available delivery options based on the delivery address and your chosen products. The delivery price does not include assembly or removal of packaging unless otherwise stated.
4. Can I order on the NCF website and collect my order in store?
No, all online orders are delivered. We do not offer collection points for the time being.
5. What if my furniture does not fit?
NCF Living cannot accept responsibility for furniture not fitting, as it is up to you, the customer, to measure before placing an order. If this happens, or if you are concerned that furniture due to be delivered may not fit, please email us.
6. Can I make changes to my online order?
Yes, you have the right amend your order, for us to be able to do so, please contact us as soon as you can, preferably before the dispatch of your order.
PAYMENT
1. How secure is shopping on ncf.co.uk?
It is very secure. It is vitally important to us that you can shop on our website in complete confidence. That’s why we have invested in the most advanced website security available, designed to provide all the protection and assurance you need, from making transactions to updating personal information.
2. What are the payment options available online?
We accept all major credit and debit cards including MasterCard, Visa and American Express as well as payment wallets such as Google Pay and Shop Pay. Finance is also an option with Pay by Finance provided by Novuna.
3. Do I have to pay in full or can I pay a deposit when paying online?
We do not offer partial payments, all orders will need to be paid in full, however, you can choose to Pay by Finance provided by Novuna, where a deposit option is available. Full details can be found on the shopping basket page.
RETURNS & CANCELLATIONS
1. What is your returns & cancellation policy?
If you wish to cancel or return your order, the cancellation period will expire after 14-days from the delivery date or if you use your own third-party carrier, the date of our delivery to such third-party carrier.
After this 14-day period has expired, we do not accept returns of any products purchased unless faulty or not as described. For further information, please view our returns and cancellations.
2. Can I cancel my order prior to delivery?
Yes, you can cancel your order by contacting us, but should you wish to cancel an order please try and give us as much notice as possible before the arranged delivery date.
To cancel a contract in accordance with your legal right to do so, you just need to let us know in writing that you have decided to cancel. If you use this method, we will e-mail you to confirm that we have received your cancellation form. See term and condition.
3. Can I cancel my order after delivery?
If you have received the products relating to the order and you wish to cancel, we must collect these products from you within 14 days from the date of your cancellation. We ask that you package your products in or with their original packaging to protect the products whilst they are in transit.
If you wish to use your own packaging, please ensure that this provides adequate protection for the products. If we deem that your packaging is not appropriate for transit, we may: (a) charge you a reasonable sum to repackage the products to a sufficient standard on collection of the products; or (b) accept the products and make a deduction where the inappropriate packaging or unreasonable handling has diminished the value of the products. Nothing in this paragraph affects your statutory rights.
Except where your products are faulty or not as described, you will have to bear the direct cost of returning any products to us. We will arrange to collect the products from you, and may charge you return fees, based on the size of each product to cover our direct costs.
CUSTOMER CARE
1. What do I do if I have a complaint?
You can contact us via email customerservice@ncf.co.uk, or use the Contact us form to raise your matter, and we will be happy to help you.
2. What if I discover a fault with my furniture after delivery?
In the unlikely event that your furniture arrives with signs of transit damage, please contact our customer service team as soon as possible and provide us with pictures via email customerservice@ncf.co.uk for us to help you.
3. I have a problem regarding my delivery.
If you choose to have your products delivered to your own third-party carrier, we will not accept any responsibility or liability for any damage to your product(s) once they are out of our control. Any forwarding delivery is at your own risk. For any other enquiry, please contact our customer service team via customerservice@ncf.co.uk or Contact us.
4. Do I have a guarantee with my purchase?
We guarantee all our products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery. In all cases, we reserve the right to inspect the product and verify the fault before issuing a refund or an exchange.
4.1 What is the Lifetime Frame Guarantee for sofas?
The lifetime frame guarantee specifically covers the structural support frame of our sofas before they are upholstered. This includes the basic framework that provides the core support for the sofa. Please note: This guarantee does not extend to other components such as springs, foam, or arm cards.
4.2 What are the limitations of the guarantee?
These guarantees do not cover fair wear and tear and natural characteristics of wooden products including movement in wooden products; neglect; abuse or misuse of your products in failing to follow correct care procedures, including the waxing of furniture; loss or damage due to fire, smoke, water, lightning, sunlight, weather, rusting, corrosion, theft, or explosion; accidental damage or loss or damage caused by a third party.
4.3 Are there special guarantees for different types of products?
Yes, our product guarantees vary by type:
- General Products: All come with a twelve-month manufacturing guarantee.
- Upholstery Products: These items come with a unique lifetime frame guarantee alongside a twelve-month guarantee on upholstered interiors and covering materials, springs, mechanisms, and electrical components.
4.4 What does the Lifetime Frame Guarantee not cover?
The lifetime frame guarantee does not cover:
- Wilful damage.
- Damage caused by abnormal storage conditions.
- Accidental damage or negligence by you or any third party.
- Use in commercial or institutional environments.
- Alterations or repairs carried out without our prior written approval.
4.5 How do I maintain my guarantee?
To maintain the validity of the lifetime frame guarantee, follow the instructions in our Care Guide and any written instructions provided at delivery. Failure to comply with these instructions will void the lifetime frame guarantee.
4.6 What happens if there's a fault with my sofa?
In the event of any faults or service issues, we reserve the right to repair the goods as the first course of action.
4.7 Does modifying my sofa affect the guarantee?
Yes, any alterations or repairs made to your sofa without our prior written approval will void the lifetime frame guarantee.
4.8 Does this guarantee affect my statutory rights?
No, our lifetime frame guarantee is provided as an addition to, and not instead of, your statutory rights.