Furniture Village Parcel Not Delivered or Refund Refused? UK Guide
Furniture Village delivers large items with two-person teams, so there is no third-party courier standing between you and the retailer. The Consumer Rights Act 2015 makes Furniture Village responsible until the goods are in your home in the condition ordered.
Who delivers your Furniture Village order?
Furniture Village typically uses: Furniture Village two-person delivery teams. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Furniture Village, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Furniture Village to deliver into your physical possession.
Furniture Village contact and returns
- How to contact
- Furniture Village on 0345 646 1701 or the contact form on furniturevillage.co.uk. Two-person delivery means damage should be noted on the delivery paperwork where possible.
- Returns policy summary
- Made-to-order and bespoke upholstery is generally excluded from change-of-mind returns. Damaged, faulty or incorrect goods are covered regardless of that exclusion.
How to claim a refund from Furniture Village
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Furniture Village via Furniture Village on 0345 646 1701 or the contact form on furniturevillage.co.uk. Two-person delivery means damage should be noted on the delivery paperwork where possible. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Furniture Village refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Furniture Village delivery FAQs
Is Furniture Village legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Furniture Village) is responsible for the goods until you take physical possession. Furniture Village cannot redirect you to the courier because your contract is with Furniture Village, not the courier.
How long does Furniture Village have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Should I refuse a damaged delivery at the door?
If the damage is obvious, refusing it and noting why on the paperwork is the cleanest route. If you only find it later, photograph it and report the same day — accepting a delivery is not accepting damaged goods.
Furniture Village offered a repair but I want a refund.
Within 30 days of delivery the short-term right to reject under Section 20 is yours to exercise, not the retailer's to offer. You can decline a repair and ask for a full refund instead.
My delivery slot was missed and I took a day off work.
Ask for the delivery charge back and raise the wasted day in writing. Consequential losses are harder to recover than the delivery fee, but a documented complaint often produces a goodwill payment.