Help / FAQ’S

For some quick answers to the most commonly asked questions please see below

We are always here to help so if you don’t see your question(s) please get in touch

FAQ's

How do I find a specific product?

Click in search bar (see search icon) in the menu at the top of the page.

Specify the product you're looking for.

Who can open a credit account?

Credit accounts are available for companies trading for more than three years and Government bodies, such as Local Authorities, NHS, MOD, Schools, Colleges, Universities etc. These need to be set up and agreed in advance which is simple to do and details can be found here.

Apply for Credit Here

Where is my order?

We update the status of your order in the ‘My Account’ section of the site please create an account before or after your place an order to access this information.
We mainly use couriers to deliver your items and you will be sent all the details & tracking information directly from them.

If you are having any issues with your delivery, please get in touch using any of these three methods.

Live Chat - Instant response during working hours.
Email - supportonline@wagstaffonline.co.uk
Phone - 0303 003 2088 during working hours.

Where do you deliver?

We deliver to the whole of the UK. Free delivery is available within UK mainland except for items from our Brands Section and a few locations in the Highlands and Islands where a small excess may apply.

Deliveries are made to the ground floor entrance of your premises as per standard transport practices.

If delivery is to another floor, an optional installation fee will apply.

Please see our dedicated page on Deliveries

When will my delivery be made?

Deliveries can only be made during working hours, Monday to Friday and we cannot always provide an exact date at the time of ordering.

For furniture items, you will usually be contacted 1-2 days before delivery.

If you want to know when your order will arrive, email our Customer Care Team at supportonline@wagstaffonline.co.uk

How to pay for my order?

Please see our dedicated page: How to Order & Payment Method

Do you offer discount for large orders

If you’re looking for a large number of products or you have a large project then you’ve come to the right place!

Please contact our Customer Care Team by email at shopsales@wagstaffonline.co.uk and they will get in touch to discuss all the options.

See more info on our page about Bulk Discounts

Having Payment Issues?

If your payment is not accepted, please try again in a short while as the problem could just be an issue with the payment provider.

If the payment is still not accepted, please verify your account balance.

If everything is as it should be, but you still can't make the payment, please contact our Customer Care Team on 0303 003 2088.

They will take steps to process the order manually with you.

Will you take away my old furniture?

Currently, our standard delivery model doesn’t allow for this on individual and smaller projects but for larger furniture removal we offer a Re-use and Recycle service as one of the our company's Core Services. Contact our sales team at shopsales@wagstaffonline.co.uk or call on 0303 003 2088 to see how we can help.

Missing items from my order?

Items will sometimes be sent out separately, but if your delivery date for the items has passed please contact our Customer Care Team on 0303 003 2088 or supportonline@wagstaffonline.co.uk as soon as possible and they will be happy to help.

Problem with my order?

We understand that in the age of online retail thing can and sometimes go wrong and we know it can be incredibly frustrating at times.

We’ve all experienced it as we all shop online. We take dealing with any issues incurred extremely seriously and strive for the best customer service experience, we genuinely want to put things right in the quickest and best way possible to minimise disruption to you, our valued customer.

If you do have an issue with your order, there are three ways to get in touch.

Live Chat - Instant response during working hours. Your problem will be taken on board by one of our customer care team dedicated to resolving your issue
Email - supportonline@wagstaffonline.co.uk We will respond quickly, and keep you informed of the progress of your case.
Phone - Call the Customer Care team on 0303 003 2088 during working hours. We won’t keep you waiting in queues, and your problem will be dealt with immediately and with the urgency it requires.

If the goods are damaged in transit, please report this to us within 24hrs of delivery. If the product is visibly damaged on delivery, please sign the delivery note with "DAMAGED" and send it via email to supportonline@wagstaffonline.co.uk along with photos of the packaging and damaged product.

If your product is faulty or should become faulty within the period of warranty, again please use the one of the contact methods above quoting your order number and detailing the fault, our team will be more than happy to help.

How do I return items?

Please contact our Customer Care Team who will be able to guide you through the process of how to arrange the return of the goods.

Please return the goods to the address given by our Customer Care Team, in the original, unopened packaging, complete with accessories and instructions. You can see all the information you need on our Returns Exchanges & Faulty Goods page.

How long do I have to return items?

You have to inform us of the need to return an item within 14 days of delivery, for further information please see our Returns Exchanges & Faulty Goods page, and our Customer Care Team on 0303 003 2088.

Can I exchange an order/item?

In some circumstances we will be able to exchange an item for a different product.

Please ask our Customer Care Team for details.

They will check with the manufacturer and talk you through your options

When will I receive my refund?

We will refund you within 14 days of receiving your returned order. For further information, please see our page on Returns, Exchanges & Faulty Goods, and our Customer Care Team on 0303 003 2088 are always here to help if you have any questions.

Have you received my returned item?

We will update you within 14 working days of receiving your returned order.

For further information please email supportonline@wagstaffonline.co.uk with your order number, full name and address, and proof of delivery.

Do you have any stores?

No, we are an online company only, but we do have access to physical showrooms across the country, please email shopsales@wagstaffonline.co.uk and we will do our best to help.

Do you offer space planning or interior design service?

Yes, we have a team of designers who can help with layout and product selection. Please email shopsales@wagstaffonline.co.uk with your requirement.

Can you send someone to visit our office and help with plans?

For larger projects we can offer this service. Please email our Sales Team, at shopsales@wagstaffonline.co.uk and we will do our best to help.

Problem signing into My Account or Forgotten Password?

If you have forgotten your password, you can change it by going to the Customer Login Page and clicking the “Forgot your password” link on the “Sign in” page.

After filling the details click on “Reset My Password”.

If you have an account with your email address registered, a password reset email will be sent to your registered email ID. By clicking on it you will be able to change your password.

How do I change my delivery address and personal details?

You can change your delivery address and personal details in the ‘Address Book’ section on your ‘My Account’ page.

You can also change your delivery address on the ‘Checkout’ page.

Please note address changes made after an order has been placed won’t update your current order, please contact our Care team to make these changes

How do I change my contact preferences?

You can add new addresses and change your delivery, shipping and default address preferences on the ‘edit address’ page in the ‘Address Book’ section.

How do I change my delivery address and personal details?

The 'My Account' page has a 'My Saved Cards' section. Change your payment details here.

If you don’t find the answer to your question please contact us