Question 1

We purchased a sofa and armchair from you approximately 30 years ago. The sofa cushions are quite worn and one cover has developed a small rip which is exposing the cushion and we would like to get them re-upholstered. How do we go about in doing that?

Accepted Answer

The options are to repair or replace the covers and so please email us a photo of the cushions so we may make a quick assessment and estimate of costs. Whatever option you go for please bear in mind the leather colour may be slightly different to the rest of your sofa due to leather ageing. In all cases we will send you a leather swatch for your approval.

Question 2

What cushion options are there and what is the filling density in kg/m3?

Accepted Answer

Comfort is subjective and we understand it is hard choose before trying. For this reason we offer a cushion comfort guarantee service (excludes buttoned seat option). Recommended standard options are listed below but we can also use various alternative fillings/densities on request.

Question 3

DO I GET COMPENSATION IF MY ORDER IS DELAYED?

Accepted Answer

A belief that one object of genuine quality is worth more than a sea of mass-produce alternatives remains fundamental to us and this requires your understanding and patience. Delivery times are estimated due to the hand-made nature of our furniture. Furthermore, items of high value that are heavy and fragile must be handled with extra care and so cannot be speeded up.  If production is completed earlier or later than expected we will always try to notify clients in advance. As a company that has been making furniture the traditional way since 1780, Fleming Howland will not compromise quality or risk damage over speed. On this basis we do not provide financial compensation.

Question 4

We moved into our new home two weeks ago and had a problem with the delivery of one of our pieces of furniture because of the size of the staircase and of the elevator (lift).  I am therefore sending you the size, hoping that our order with you will be able to reach us properly:  Lift / Elevator: Height: 200 x depth: 110 x width of the doors: 80  Stairs: 200 height x 90 width

Accepted Answer

It is always the customers responsibility to ensure access is adequate, however, the low back design of the Chesterfield rarely causes problems with access (especially as the legs are removable).

Question 5

I read the terms & conditions part and before sending the order back to you please confirm:  For Finland do your prices include delivery without any surcharges  Do prices include a 2-man delivery service  In the unlikely event that the cushion fillings need to be exchanged do you charge for more or do we have to pay for shipping?

Accepted Answer

The price includes shipping and handling without surcharges. Concerning our delivery service to Finland, please have a look here and check the topic “Other Countries”.  In terms of the cushion comfort guarantee there are no surcharges for this service as long as the request is within 60 days of receiving your furniture.

Question 6

DELIVERY TO HONG KONG

Accepted Answer

Prices quoted include insurance, packaging and delivery to any address in Hong Kong.  The delivery service included is a commercial one-man service to the address only and so please be sure to ensure someone is on hand to help you unpack and move items into your home. A two-man delivery service is available on request (10-20% surcharge depending on address). For delivery outside the EU, prices exclude any local duties/taxes which are payable at customs entry. Please check with your local customs office for more information.

Question 7

WHERE IS MY ORDER?

Accepted Answer

f you have not yet been notified of a delivery date this means your order is still in the production phase. All production times are approximated due to the hand-made nature of our furniture but if you contact us with your order reference number we can give you a quick update. We do not compromise quality over speed and so we ask all our customers for their continued patience.  Once your order is ready for dispatch we will automatically process the balance payment. If the deposit was paid by bank transfer we will notify you by email. Once dispatched, please allow a few days for the carrier to schedule the delivery slot for your area. This process usually takes place within 10-15 working days. For practical reasons, it is not possible to specify an exact day/time for delivery and so the proposed time slot will be dictated by the carrier directly with you in accordance with their scheduled runs. If this date is not convenient, a further 10-15 days may be required to re-schedule and so we encourage our customers to always try to accommodate the proposed date.

Question 8

DELIVERIES WITHIN THE UK, USA, FRANCE & BELGIUM

Accepted Answer

For the United Kingdom, United States, France and Belgium, prices already include a ‘white glove’ delivery service. Taxes, duties, packaging and insurance are all included. On most occasions the vehicle used for deliveries is a large 17 ton truck and so please inform us in advance if there is restricted access.

Question 9

DELIVERIES WITHIN OTHER COUNTRIES

Accepted Answer

The standard service included in the price is delivery to the street address only. We have partnered with various different carriers to provide a worldwide delivery service but to help maintain a low-cost delivery solution, most vehicles will arrive with a single driver. It is therefore necessary to ensure at least two people are present to help carry the items into your home. Any extra services such as a second man or packaging removal are subject to surcharges and must be requested in advance. For countries outside the EU, sales tax is excluded from the price and so local tax and duties may apply (please check with your local tax office).

Question 10

WHAT IS NOT COVERED BY THE GUARANTEE?

Accepted Answer

Our guarantee does not cover normal wear and tear or product damage caused by misuse, negligence, or accident. This includes but is not limited to damage caused by:  Extensive use. Abuse of product. Chemicals. Disregard for the product care or cleaning instructions. Stains – including but not limited to: food, ink, bleach, sunscreen, zinc, chlorine, etc. Animals. Third-party alterations made to product.

Question 11

WHAT IS THE DEFINITION OF “WEAR AND TEAR”?

Accepted Answer

Fleming Howland furniture is built to last but keep in mind that external pressure, elements and chemicals will have an affect on natural materials. Over time, colour pigments may change within the fabric or leather, often lightening in tone and colour. The pleats around the deep buttoning may soften and open up, especially in areas of use. Button caps may become loose or caught and seat cushions may become out of shape due to filling compression and material elasticity. These are examples of normal wear and tear; not defective workmanship or materials.

Question 12

DO YOU REPAIR DAMAGE NOT COVERED BY THE GUARANTEE?

Accepted Answer

We will do our best to repair these items at a cost proportionate to the extent of the damage. Fleming Howland reserves the right to determine if the repair is possible and what the associated cost will be. Repair costs must be paid in full before repairs are completed.

Question 13

WHAT IS A ‘LIFETIME’ GUARANTEE?

Accepted Answer

A Lifetime Guarantee (20 years for domestic use and 10 years for commercial use) is a structural guarantee that covers the average lifetime of a sofa or chair to ensure the article is fit for purpose. It excludes components such as castors, buttons, studs etc. as well as damages caused by regular use (wear and tear).  In case of damage whether it be through an accident or wear & tear, we will always offer to support our customers by supplying the necessary components/materials to work alongside your insurance/repair company. For further information please get in touch with our support team by completing this enquiry form.

Question 14

ARE THESE SOFA ALL HAND MADE IN ENGLAND?

Accepted Answer

All furniture by Fleming Howland is produced within the UK in accordance with the Chesterfields certification standards. For further information please visit www.chesterfields.com

Question 15

DO YOU DO DISCOUNTS?

Accepted Answer

As all our furniture is hand-made to order there is no economy of scale. Other companies may offer a volume discount but this is because their costs diminish due to their mass-production business model. Our prices reflect the craftsmanship, skill and quality of work required to produce a Chesterfield that is certified under the rules and regulations set out by the Chesterfields Trade Association. On occasion we may have ex-display or ex-showroom articles available at a slightly reduced price which are sold as seen. Please contact the showroom directly for further information.

Question 16

DO YOU SELL CHAISE LOUNGE?

Accepted Answer

The closest we do to a ‘Chesterfield’ Chaise Lounge, is the Farringdon (chaise sectional piece is available independently)

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