FAQs (Frequently Asked Questions)

Where are you based?

We are based in United Kingdom London, 

You can contact us via email:

Customer Service Team - Info@esmefurnishings.co.uk

Sales Team-  sales@esmefurnishings.co.uk

How can a product be purchased from Esme Furnishings?

We accept most methods of payment.

(a) Pay by Credit or Debit Card
(b) Pay by Bank Transfer
(c) Pay by Cheque

Please explain to me the process after I place my order?

There are several stages an order goes through while under process and it's our job to keep you notified at each stage.

(a) Once you have purchased the furniture you like online, we will send you an email for confirmation of your placed order with the details of product, price you have paid and estimated delivery timescale.

(b) Our accounts department will then verify your payment details. You will be notified when this happens; usually it takes 1 or 2 working days. In case there is any problem with your payment details, we may ask you to provide documents to ensure the safety of the card holder. This does not affect your statutory rights.

(c) Our admin team will then check stock with our warehouse or supplier and allocate the product under your invoice number. In case the item is not available, our admin team will get in touch with you immediately and inform you about the earliest availability of the product.

(d) After your product is allocated, your invoice will be then forwarded to our delivery and dispatch team who will further contact you to book a delivery date and time.

Will I be charged for delivery?


Please Note: We offer different delivery rates based on buyer location. Delivery to certain locations will include a surcharge. You will be informed of this after you place an order or if you inquire before placing an order we will let you know how much it will cost to deliver to your area.

If requested delivery address is NON UK Mainland we quote further postage charge based on item weight and dimensions. I.e. THE POSTAL SERVICES (Parcel force / Royal Mail / DHL) ADD SURCHARGES TO DELIVERIES TO THE FOLLOWING POSTAL AREAS NORTHERN IRELAND, CHANNEL ISLANDS,  ISLE OF MAN, AND ISLES OF SCILLY BT, IM, TR21-25. THE HIGHLANDS AND ISLANDS OF SCOTLAND - POSTCODE:   IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE.

If you are unsure about how much the delivery will be to your area please don't hesitate to contact us. 

I am not happy with my purchase and wish to return the product?

We operate a fair trading refund policy. Returns will be accepted as long as the item(s) are in the original packaging and also are returned in the same condition when it was delivered. 

If your item(s) arrive damaged or not in the original condition we will accept returns also. 

If you are not happy with your purchase and wish to return an item you have bought from Esme Furnishings, you must email us in writing at sales@esmefurnishings.co.uk informing us about your wish to cancel the order. You do not need to explain the reason why you wish to cancel but if you do so it will help us to improve.

Please Note: A cancelled item must be returned in its original packaging or refunds cannot be processed.

How long will it take for my order to get delivered?

Delivery time varies from product to product. Please refer to delivery time indicated on every product. If your cart contains products having different delivery time scale, we will consolidate all items for one delivery and the whole order will be delivered in one batch. In such case the product having the longest delivery time scale will be calculated as the delivery time of the whole order. However if you wish to take in deliveries as and when the items are ready for delivery, you may do so.

Some heavier items such as large furniture may take 7 - 10 days for us to place an order with our suppliers and have it sent out for delivery to you.

If the ordered product is out of stock so we will contact you and will make you aware of delay in delivery time.

Will you call me before you come to deliver my order?

At Esme Furnishings we understand what a customer wants and the difficulty they face spending a whole day looking out of the window for the furniture delivery van, to avoid this problem we give you an email on the day of delivery with an estimated time of arrival, as well as updating you a few days prior.

What happens in case of wrong/damage/incomplete delivery?

We make every effort to make sure the products you have ordered are delivered to you as in perfect condition. However sometimes things do go wrong and in such case we make immediate effort to sort out your problems.

Please find below how we handle your after sales issue if they arise.
(a) Products Delivered Wrong
If you have received a delivery of an item which is not what you have ordered, we request you to please do not accept the delivery and return it back to the driver.
If you have realized that the item is wrong after the driver has left, please do not panic, simply make an effort to contact us. Please tell us your name and the details of the product delivered to you. Once we receive such complaint we do not waste time to resolve the issue. We will try to locate the correct item for you and re arrange the delivery of the correct product. This process may take some time but be assured we will do this as quickly as possible and our customer service team will keep you posted at every stage.

(b) Products Delivered Damaged
In some cases and there are chances that the product may have transit damage or manufacturing defects. We advise customers to check the item when its delivered to you and if you find any damages or defects please do not accept the delivery and mention the damage on while signing the proof of delivery (POD), if you identify the problem after the driver has left we request you please take images of the damage/defects and email these images to us at sales@esmefurnishings.co.uk. Our customer service team will be in touch with you within 1 working day to resolve the problem.

(c) Products Delivered Incomplete
Furniture articles come in packed boxes and if it's a flat pack item one product can come in several boxes. If you learn that your order has a box missing or a part missing, please contact us as soon as possible giving full information of the missing articles and we will make sure the missing articles are delivered to you ASAP.

What are your refunds and return policy?

There could be several different reasons for a customer to seek a refund or return an item.

We have a fair trading practice and would never hold back customer funds or refuse to accept a return inappropriately. We offer customer complete peace of mind and do not restrict customers to use their statutory rights.

If you wish to cancel your order before the item is delivered to you, please email us right away and let us know of any reasons why you want to cancel. Once we receive this request we will cancel your order.
You funds will be refunded to you as soon as possible following a cancellation.

Please Note the following:

1) Items must be returned in its original or appropriate packaging, we may refuse to cancel pick up if the items are not adequately packed.
2) There will be no pick up charge if you are returning the goods due to Damage/Wrong/Incomplete delivery.

I have found an exact product some were else is cheaper than your website?

Esme Furnishings offers our products at the lowest price possible, meaning we will make sure our prices are reasonable and value for money. In an unlikely event of you finding any product that we sell cheaper on our competitor's site we will try to beat the price to ensure you are getting best for the lowest.

Is it safe to give my credit/debit details?

We take security very seriously and we ensure all credit/debit card details are in safe and secure atmosphere, your transactions are processed via a secure merchant Shopify account if ordered on our website which give customers complete reassurance with online transactions. Once the payment is received we provide a receipt for confirmation which can also be sent via email/post to you.

What should I do if I have complaints?

If you are unhappy with any aspect of quality or service please email us at sales@esmefurnishings.co.uk we will try our best to resolve the problem ASAP.

What should I do if I want to comment about your Quality of service and company?

We thrive to improve our service every day and its very important for us for you to write a review for us to help us know how we are doing. You can review us on Google, tag us in your Facebook/Instagram posts or just tell others about your service. Either way, we welcome your feedback and would love to know how we did and how we could improve our service.

What is the best way i can contact you?

Contacting us is very easy and accessible for customers

We are available 7 Days a Week (Monday-Friday 10am to 5pm) / (Saturday 11am - 5pm) / Sunday 12pm - 5pm
The best way to contact us is via email at sales@esmefurnishings.co.uk

Thank you for reading these FAQ's.