Terms and Conditions

Anna Furniture

These Terms and Conditions apply to purchases made through Anna Furniture.

By placing an order, you agree to these Terms and Conditions, subject to your statutory consumer rights.

Nothing in these Terms and Conditions excludes or restricts your rights under applicable UK consumer protection legislation.

1. Orders and Product Availability

1.1. Anna Furniture supplies in-stock, made-to-order and specially sourced furniture, including products manufactured by our partner manufacturers in Poland and other European countries.

1.2. Product availability and estimated delivery times are displayed on individual product pages. Customers should review this information before placing an order.

1.3. Following an order, customers will receive confirmation by email.

1.4. If a product becomes unavailable or cannot be supplied as agreed, we will contact the customer to discuss available alternatives, revised arrangements or applicable cancellation and refund options.

1.5. We reserve the right to undertake reasonable payment verification and fraud-prevention checks before accepting or processing an order.

2. Delivery Times

2.1. In-Stock Products

For products available in stock, the estimated delivery times are:

• England – Green Zone: 1–10 working days.

• Scotland – Yellow Zone: 5–15 working days.

• Wales – Brown Zone: 1–15 working days.

• White Zone: Delivery unavailable.

Delivery estimates are calculated from order confirmation, subject to availability and delivery arrangements.

2.2. Made-to-Order and Out-of-Stock Products

Estimated delivery: Up to 8 weeks from order confirmation.

All sofas that are not available in stock are manufactured following the customer's order by our partner manufacturers in Poland.

Other made-to-order and out-of-stock furniture may also be manufactured or sourced from Poland or other European countries.

The estimated timeframe of up to 8 weeks includes manufacturing, preparation, international transportation and final delivery to the customer's address.

Where a different delivery timeframe applies, this will be communicated and agreed before purchase.

2.3. Delivery Estimates and Delays

Delivery timeframes are estimates unless a specific guaranteed delivery date has been expressly agreed.

As furniture may be manufactured abroad and transported internationally, unforeseen circumstances can occasionally affect delivery schedules, including:

• Manufacturing delays or production capacity.

• International transport and logistics disruptions.

• Customs or border-related delays.

• Adverse weather conditions.

• Public holidays and seasonal closures.

• Circumstances outside our reasonable control.

Where we become aware of a significant delay, we will notify the customer and provide an updated estimated delivery date where possible.

Customers retain all statutory rights concerning delayed delivery, including applicable rights to cancel and receive a refund.

3. Delivery Service and Arrangements

3.1. Our standard service includes two-person delivery to the ground floor of the customer's property.

3.2. Deliveries may take place seven days per week, subject to courier availability and public holidays.

3.3. Delivery hours are generally between 6:00 am and 10:00 pm.

3.4. We normally aim to contact customers approximately 1–5 days before the proposed delivery date to arrange and confirm delivery.

3.5. Customers must provide accurate contact information and cooperate reasonably with delivery arrangements.

3.6. Specific delivery time slots cannot be guaranteed unless expressly agreed.

3.7. Customers are responsible for ensuring suitable access, including doorways, corridors, staircases, lifts and entrances large enough to accommodate the furniture.

3.8. Our standard delivery service does not include carrying furniture upstairs. Additional assistance may be available by prior arrangement and may incur additional charges.

3.9. Customers should notify us of restricted access, parking limitations, gated properties or other delivery requirements before dispatch.

3.10. If a customer confirms a delivery appointment but is unavailable when delivery is attempted, a £40 redelivery charge may apply where this was disclosed before purchase, the failed delivery was the customer's responsibility and the charge is reasonable.

3.11. Where delivery cannot safely or reasonably take place, we will contact the customer to discuss alternative arrangements.

3.12. We may decline delivery to unsuitable or insecure locations, including PO boxes, where physical delivery cannot reasonably be completed.

3.13. Furniture is generally supplied brand new in its original manufacturer's packaging. Products requiring self-assembly will be identified in their product descriptions.

4. Order Processing and Status Updates

4.1. Orders are processed internally following confirmation.

4.2. Customer accounts may continue to display an "Unfulfilled" status while products are being manufactured, prepared or transported.

4.3. An unchanged fulfilment status does not necessarily mean that an order is not progressing.

4.4. We may provide order progress communications by email during the estimated waiting period.

4.5. Customers will be contacted when their furniture is ready for delivery arrangements.

4.6. Customers may contact our customer service team for information about existing orders.

5. Made-to-Order Sofas

5.1. All sofas that are not available in stock are manufactured following the customer's order by our partner manufacturers in Poland.

5.2. The estimated delivery timeframe is up to 8 weeks from order confirmation, unless otherwise agreed before purchase.

5.3. Customers should carefully review their chosen model, dimensions, configuration, fabric and colour before confirming an order.

5.4. Once production has started, changes to the selected specification may not be possible.

5.5. Sofas manufactured to a customer's individual specifications or clearly personalised may be exempt from the statutory 14-day change-of-mind cancellation right.

5.6. Standard catalogue sofas manufactured after purchase are not automatically exempt from statutory cancellation rights solely because they are made after an order is placed.

5.7. Any applicable cancellation charges or deductions must comply with UK consumer law and the terms clearly disclosed before purchase.

5.8. Nothing in this section affects customers' statutory rights concerning faulty, damaged, misdescribed or delayed goods.

6. Payments and Deposits

6.1. Available payment methods are displayed at checkout and may include debit cards, eligible instalment payment services and cash on delivery where offered.

6.2. Selected sofa orders may require a minimum 50% deposit, with the remaining balance payable according to the payment arrangements agreed at the point of purchase.

6.3. Where cash on delivery is agreed, the outstanding balance must be paid using the agreed payment method.

6.4. Orders may be subject to reasonable payment verification and fraud-prevention checks.

6.5. Where verification cannot be completed, we may decline an order or arrange a refund where appropriate.

6.6. Deposits and advance payments will be handled in accordance with applicable cancellation rights and consumer law. A deposit is not automatically non-refundable merely because production has begun.

7. Cancellations and Returns

7.1. Standard Products

For most eligible online purchases, customers have the statutory right to cancel without giving a reason within 14 days after receiving the goods.

Customers must notify us of their decision to cancel within the applicable cancellation period and return the goods within 14 days after notifying us.

7.2. Personalised and Custom-Made Products

The statutory change-of-mind cancellation right does not generally apply to products manufactured to the customer's individual specifications or clearly personalised.

Where this exception applies, it will be identified before purchase.

A product being manufactured after purchase does not automatically mean it is excluded from statutory cancellation rights.

7.3. Cancellation Before Delivery

Customers wishing to cancel before delivery should contact us as soon as possible.

Cancellation requests will be handled according to the nature of the goods, the applicable statutory rights and the contractual terms agreed before purchase.

7.4. Returning Goods

For eligible change-of-mind returns, customers must take reasonable care of the goods and package them appropriately for return.

Customers may be responsible for direct return costs where these were clearly disclosed before purchase and the law permits them.

For bulky items that cannot normally be returned by post, information about return costs will be provided as required by law.

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Any deduction for excessive handling will be made only where legally permitted.

7.5. Refunds

Refunds will be processed in accordance with statutory requirements, normally using the original payment method unless otherwise agreed.

For eligible change-of-mind returns, refunds will be made within the legally required period, including the applicable rules concerning receipt of returned goods or evidence of return.

Any applicable refund of standard outbound delivery charges will be handled in accordance with consumer law.

Nothing in this section affects statutory rights concerning faulty, damaged, incorrect or undelivered goods.

8. Damaged, Faulty or Incorrect Goods

8.1. We recommend inspecting furniture upon delivery where reasonably possible and reporting visible damage or missing items promptly.

8.2. Customers should contact us with their order number, a description of the issue and photographs where available.

8.3. Signing for or accepting delivery does not remove statutory rights relating to faulty, damaged or incorrectly supplied goods.

8.4. Where goods do not conform to the contract, we will provide the remedies required by the Consumer Rights Act 2015, which may include a refund, repair, replacement or price reduction depending on the circumstances.

8.5. Where replacement parts are appropriate, we will arrange them as quickly as reasonably possible.

8.6. Parts sourced from overseas manufacturers may require additional time. Any repair or replacement required under consumer law will be completed within a reasonable time and without significant inconvenience to the customer.

8.7. Customers are not required to accept replacement parts instead of another statutory remedy where that remedy is legally available.

8.8. We are not responsible for damage caused solely by incorrect assembly, misuse or accidental damage after delivery, except where liability otherwise arises under applicable law.

9. Mattresses and Hygiene Products

9.1. Certain sealed products unsuitable for return for health-protection or hygiene reasons may be excluded from change-of-mind cancellation rights once unsealed, where the legal exception applies.

9.2. This exclusion does not automatically apply to every mattress merely because it has been unwrapped or tested.

9.3. Customers retain their statutory rights where goods are faulty, damaged or not as described.

10. Complaints and After-Sales Support

10.1. Customers may submit complaints through our published customer service contact details.

10.2. Please include the order number, relevant details and supporting photographs where appropriate.

10.3. We aim to investigate complaints promptly and communicate our findings or proposed next steps.

10.4. Some matters may require information from manufacturers or delivery partners, which can affect investigation times.

10.5. Customers may contact us for further information while their complaint is being reviewed.

10.6. Complaint handling procedures do not restrict customers' statutory rights or legal remedies.

11. Delivery Coverage and Charges

11.1. Delivery availability depends on the customer's postcode and the applicable shipping zone.

11.2. Delivery charges, where applicable, are displayed before checkout completion.

11.3. Additional services, including upstairs delivery or special access arrangements, may incur separately agreed charges.

11.4. Customers should check the delivery coverage map or contact us before ordering if they are uncertain whether their address is covered.

12. Statutory Rights

Nothing in these Terms and Conditions limits or excludes rights available under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.

13. Contact Information

Anna Furniture

Email: info@annafurniture.co.uk

Telephone: 020 3375 3114

WhatsApp: +44 7535 820078

Website: www.annafurniture.co.uk

For order enquiries, please provide your order number so our team can assist you efficiently.