{"id":658,"date":"2017-06-27T06:45:25","date_gmt":"2017-06-27T06:45:25","guid":{"rendered":"http:\/\/dummy.xtemos.com\/woodmart\/demos\/?page_id=658"},"modified":"2020-07-29T14:32:27","modified_gmt":"2020-07-29T14:32:27","slug":"faqs","status":"publish","type":"page","link":"https:\/\/www.russelloakandsteel.com\/faqs\/","title":{"rendered":"FAQs"},"content":{"rendered":"

[vc_row equal_height=”yes” css_animation=”fadeIn” css=”.vc_custom_1494510617612{margin-right: -50px !important;margin-left: -50px !important;}”][vc_column css=”.vc_custom_1496938621896{margin-bottom: 20px !important;border-right-width: 1px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;border-right-color: #e8e8e8 !important;border-right-style: solid !important;}” offset=”vc_col-lg-6 vc_col-md-6″]\t\t\n\t\t

\n\t\t\t\t\t\t\n\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t

PRODUCTS<\/h4>\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\n\t\t[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”What is the current lead time on orders?” tab_id=”1484652030190-407b08ef-5de7″][vc_column_text text_larger=”no”]The current lead time on our in-stock<\/strong><\/a> products is 7 – 14 working days.<\/p>\n

Products featured online on average can take 2 – 6 weeks to be made and delivered.<\/p>\n

Bespoke one-off products can take 4 – 8 weeks as these bespoke orders require design work, production and factor in trial and error in production.<\/p>\n

Contact our team for an accurate up to date lead time on your type of order.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can I view the products in a showroom?” tab_id=”1596019641203-03ffb267-855e”][vc_column_text text_larger=”no”]Yes you can arrange a viewing to come and see us and our showroom. Please email us at sales@russelloakandsteel.com to arrange a good date and time. Bare in mind we currently have a working showroom, which means we only have in what is currently being made for clients, so at some periods there may only be a few products made up.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Do delivery costs apply to each product?” tab_id=”1484652030151-41d816a1-ec06″][vc_column_text text_larger=”no”]The delivery cost is applied to the overall order total not per product. So if the largest item on your order includes a delivery charge of \u00a3200.00 then that is the total delivery charge for your order.<\/p>\n

If it is a large order (more than 10 items) additional delivery charges may apply as this may require more vehicles and courier to help.<\/p>\n

Contact our team for a bespoke delivery quote.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What exactly happens after ordering?” tab_id=”1484652030219-c6960c7e-ee62″][vc_column_text text_larger=”no”]Once you have placed an order online, we will process a VAT invoice for you and confirm payment has been received.<\/p>\n

A design of your product will follow to confirm dimensions and details if required. Once this is approved by yourself we will begin production and give you an estimated delivery date.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I like a product online but I would like bespoke measurements, is this possible?” tab_id=”1484652030262-e10da133-51b0″][vc_column_text text_larger=”no”]Yes, please contact us with what item your interested in along with the bespoke measurements you would like and we will provide you with a bespoke quote!<\/p>\n

Please note bespoke options can increase lead time by 1 – 2 weeks.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can I see samples of the Oak and Steel options?” tab_id=”1484652030238-302a2c7c-fe6f”][vc_column_text text_larger=”no”]Yes you can order a sample pack online. This will arrive with you usually within 2 working days! We will recycle the samples and use them again if you can return these to us.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What is used to prevent the raw steel from rusting?” tab_id=”1596019205753-cde6696d-96b5″][vc_column_text text_larger=”no”]We use a clear matt lacquer treatment on all our steel frames to prevent any rust occurring. The best location for steel is in dry environments.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can my furniture be stored outside?” tab_id=”1596019415913-182ab475-6b34″][vc_column_text text_larger=”no”]We advise all customers not to keep the furniture outside at any time. The oak and steel both do not react well to wet environments. The oak will naturally absorb any water vapour, causing the wood to crack, warp and expand.\u00a0 The steel will have a bad reaction to any water and will likely rust. All our materials are treated before delivered but there is always a chance of long term natural change. Powder-coated steel is ideal for outdoor use, combined with good outdoor wood, this can be a solution.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][vc_column css=”.vc_custom_1496938627545{margin-bottom: 20px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;}” offset=”vc_col-lg-6 vc_col-md-6″]\t\t\n\t\t

\n\t\t\t\t\t\t\n\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t

BESPOKE OPTIONS<\/h4>\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\n\t\t[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”I’d like something completely custom made, is this possible?” tab_id=”1″][vc_column_text text_larger=”no”]Yes this is possible, please contact us with any images, sketches you have along with dimensions and we will get back to you with an estimated quote for your project![\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can a table be made slightly taller or shorter?” tab_id=”1595599276693-b70004f2-61c3″][vc_column_text text_larger=”no”]Yes this can be done and often won’t alter the price. Please let us know before you purchase to confirm your custom size option.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I’d like the steel powder coated with a colour, is this possible?” tab_id=”1484056430132-f06cc1b5-a7ca”][vc_column_text text_larger=”no”]Yes we offer all RAL colours for powder coating. Simply tell us what colour you would like and we will provide you with a bespoke quote!<\/p>\n

Click here<\/a><\/strong> to view all the RAL colours[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row equal_height=”yes” css_animation=”fadeIn” css=”.vc_custom_1494510617612{margin-right: -50px !important;margin-left: -50px !important;}”][vc_column css=”.vc_custom_1496938621896{margin-bottom: 20px !important;border-right-width: 1px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;border-right-color: #e8e8e8 !important;border-right-style: solid !important;}” offset=”vc_col-lg-6 vc_col-md-6″]\t\t\n\t\t

\n\t\t\t\t\t\t\n\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t

DELIVERY<\/h4>\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\n\t\t[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”Can I collect my item to save on delivery?” tab_id=”1595593850411-9895216b-ca15″][vc_column_text text_larger=”no”]Yes you can collect your furniture from our business location in Derby. There is no charge for collection.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Will I have to help the courier with the delivery?” tab_id=”1595602114533-679748d3-43fa”][vc_column_text text_larger=”no”]If you have ordered 1 or 2 items we may ask if you’re able to help the courier out with the products. If not we can find another date when two couriers are available.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How long will delivery take?” tab_id=”1595593850445-a1655218-e8c9″][vc_column_text text_larger=”no”]Based on an average order with a desk, bookcase and filing cabinet, it can take up to 1 hour to carry the items to the desired room and assemble them together.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can the courier assemble the furniture for me?” tab_id=”1595593850479-df0d7ce3-8ce7″][vc_column_text text_larger=”no”]Yes in almost all cases we offer assembly as a standard service! To be sure you can check with us before placing your order.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”My table is going through a tight space, can the table arrive detached?” tab_id=”1595593850512-fc8557ce-9f67″][vc_column_text text_larger=”no”]Most of our tables are made with detachable legs so yes this is possible! Please speak to a member of our team and mention this when placing your order so we are prepared when it comes to delivery.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What should I do if a product arrives damaged?” tab_id=”1595599153996-3790feb3-cc7e”][vc_column_text text_larger=”no”]Please show the courier as soon as you see the damage, or report it to us at sales@russelloakandsteel.com. If it can be repaired we will suggest options, if it needs to be replaced we will arrange for this to take place![\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Do you deliver to the Channel Islands or Northern Island?” tab_id=”1595602316178-0d88d0ea-40b6″][vc_column_text text_larger=”no”]UK delivery charges do not include Channel Islands or Northern Ireland which we know are part of the UK. These areas will require additional costs so please contact us before making an order.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Do you offer International Delivery?” tab_id=”1595602871370-a9687a00-cfed”][vc_column_text text_larger=”no”]We do offer International Deliveries on request. Please contact us to receive a bespoke quote.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][vc_column css=”.vc_custom_1496938627545{margin-bottom: 20px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;}” offset=”vc_col-lg-6 vc_col-md-6″]\t\t\n\t\t
\n\t\t\t\t\t\t\n\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t

PAYMENTS<\/h4>\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\n\t\t[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”What payment is required to start an order?” tab_id=”1595593850658-cf97d48c-59d2″][vc_column_text text_larger=”no”]We require full payment upfront before a project is started. In some cases we can accept a 50% deposit, the remaining must be paid before delivery takes place.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What methods of payment are there?” tab_id=”1595593850697-c4dfca08-f55f”][vc_column_text text_larger=”no”]Website:<\/strong> Credit\/Debit Card \/ PayPal \/ Bank Transfer<\/p>\n

Email:<\/strong> When you receive your invoice there will be a link which you can click to pay your invoice, simply enter the invoice number and balance to pay and follow the instructions.<\/p>\n

Phone: <\/strong>We can take payment over the phone using a credit\/debit card.<\/p>\n

American Express cards are accepted.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row equal_height=”yes” css_animation=”fadeIn” css=”.vc_custom_1494510617612{margin-right: -50px !important;margin-left: -50px !important;}”][vc_column css=”.vc_custom_1496938621896{margin-bottom: 20px !important;border-right-width: 1px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;border-right-color: #e8e8e8 !important;border-right-style: solid !important;}” offset=”vc_col-lg-6 vc_col-md-6″]\t\t\n\t\t

\n\t\t\t\t\t\t\n\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t

RETURNS & CANCELLATIONS<\/h4>\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\n\t\t[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”Can I Return or Cancel my order?” tab_id=”1596020024033-a095330c-0c3f”][vc_column_text text_larger=”no”]Please note we do not accept returns on all of our products. These are made bespoke to order to your requirements.<\/p>\n

Furniture that is bespoke\/made to order is not subject to distance selling regulations and is therefore non-returnable. However you are entitled to cancel your contract providing you act within 2 working days of placing your order via email or phone.<\/p>\n

If you wish to exercise this right please email\u00a0sales@russelloakandsteel.com\u00a0or call us within the specified time frame.<\/p>\n

After the 2 day cancellation period we have no further obligation to take back these Goods, though may do so with the addition of a 25% restocking fee plus any other delivery or collection fee incurred. This is entirely at our discretion.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][vc_column css=”.vc_custom_1496938627545{margin-bottom: 20px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;}” offset=”vc_col-lg-6 vc_col-md-6″]\t\t\n\t\t

\n\t\t\t\t\t\t\n\t\t\t
\n\t\t\t\t<\/span>\n\t\t\t\t

COMPANY<\/h4>\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\n\t\t[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”Where can I see testimonials from past clients?” tab_id=”1596019940642-b7aecc6a-a690″][vc_column_text text_larger=”no”]As well as the testimonial page<\/strong><\/a> you can also see customer reviews:<\/p>\n