Buying Online

This comprehensive web site aims to show all the furniture we have on the shop floor, most of which you can purchase online. Look out for the Buy Me Online logo. To proceed with an online purchase, click on the More info button of your chosen item where you will be able to Add to Basket. However nothing beats touching, feeling and sitting on the real thing, so if you have been inspired by what you see here, come and visit us in the store. You’ll find ample customer parking, a tasty coffee shop and a very warm welcome.

Collect in store orders

We will send you an email and/or text message once your items are available for collection. Your email or text message will also note which department you will be able to collect your order from.

When you go to pick up your goods please bring the following items with you.

Take along a copy of your order confirmation email and or text message notifying you that goods are ready for collection.

You will also need to bring along the payment card you used to pay for the order – for your protection against fraud, we cannot release your purchase without seeing your payment card.

Purchase of products

Prices and specifications correct at the time of publication but may be subject to alteration. E & EO. 

Free local delivery service only applies to postcodes which are within 50 miles of our store on orders over £200 in value. Post codes not listed may be subject to an out of area delivery charge. If you are not in one of these postcodes please allow us to quote you a competitive delivery charge based on the distance and size of your order.

Contract Creation

When you place an order with us by pressing the “Place your Order” button on the purchasing page  you are making an offer to purchase  product(s) from us. No contract exists between us at this point. The contract is only created when we send you an email confirming receipt of your order and our acceptance of it, and we have taken payment as detailed below.

Payment

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery charges as set out in the delivery section of this Website. Payment can be made by any of the methods specified in the payment section of this website and payment will be debited and cleared from your account when the order is created. You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Change or cancel an order

If you wish to change or cancel an order please contact us on on 01992 780700 any time between 9am and 5.30pm Monday to Saturday. Please have the order number and date the order was placed to hand.

If your products have already been delivered, then you will need to follow our returns procedure.. More Information about return

If you decide to cancel your made-to-order/special order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We'll therefore reserve the right to charge a cancellation fee of 20% of the order value. You are responsible for determining that any special order/made to order goods meet with your requirements and are fit for your purposes and that the dimensions of the goods are suitable. Please refer to our Make sure it will fit before committing to your order.

Track your order

To check your order status, just click on the Your orders link at the top of the page, sign in and then View orders.

 Order received means your order hasn't been processed yet.

Order processing means your order could be at any point between the order being processed/goods being manufactured and dispatching your goods.

Products awaiting dispatch means that your order is ready for dispatch and you will be contacted by our dispatch department to arrange a mutually convenient date for delivery.

Cancelled means your order has been cancelled either by you or us.

Your purchase history

 To find out more information on your past orders, please Sign into your account at the top of our web page.

Delivery/Storage

Any dates for delivery of the goods are approximate only and Fishpools Limited shall not be liable for any delay in delivery of the goods howsoever caused. Time for delivery shall not be of the essence unless previously agreed by Fishpools Limited in writing.

Please see our full terms and conditions for details of late delivery/storage.

Refund policy

For products purchased on line, you have the right to cancel orders on products that are not made to order/special order by notifying us in writing (including email) before delivery, or within 7 working days of receiving the goods. This excludes beds/mattresses which have been taken out of their original sealed packaging and made to order/special order items.

If you cancel your order after the goods have been delivered and signed for in good order, you must not use the goods, you must take care of them and keep the original packaging where possible and make them available to us when we call to collect them on a date we will agree with you. We will refund to you all the monies paid by you for the goods in question, including the original delivery charge and excluding the cost of collection of £50 in our free delivery areas; collection charges outside the postcodes listed (free delivery area) will be equal to the delivery charge or  £50 whichever is the greater (i.e. if delivery charge is £100 the collection charge will be £100). The refund will be in the same form of payment originally used for the purchase PROVIDED THAT the goods are returned/collected and received in the condition that they were delivered to you within 30 days. The refund will be made to your account within 5 days of the goods being received back at our distribution centre

If the product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Damaged, Incomplete or Defective Goods

Every effort will be made to ensure that the goods you have ordered arrive undamaged, complete and without defect.

We will ask you to examine the goods in the presence of our delivery crew and if you find the goods to be defective in any way this should be noted on the delivery documentation which will be relayed to our customer services department who will contact you within 48 hours.

The damaged/defective goods can be returned with our delivery crew or alternatively we can arrange to order a replacement item and in the meantime you can use the items as delivered (keeping in good order) until we can redeliver the replacement item. Alternatively one of our very experienced service technicians can visit you at a convenient date to carry out an inspection and if possible repair the goods or obtain the necessary parts to carry out the repairs (most times this is the most convenient route for our customers as they do not have to wait for redelivery of the goods and you can continue to use them).

If the damage is discovered after delivery, you must contact us within 3 days of delivery of the goods.

Cancellation by Fishpools

We reserve the right to cancel/not accept an order if:

We have insufficient stock to fulfill the order

We do not deliver to your area

One or more of the goods ordered was incorrectly described or priced on our website

The payment transaction is not authorised

You do not provide us with your real name, payment details, including your card address, your delivery address if different from your card address, e-mail address and telephone number.

Cancellation of made-to-order/special order products

Should you wish to cancel your made-to-order/special order product for any reason, it's unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 20% of the order value. In respect of these products our usual refund policy does not apply, and products cannot be returned or exchanged unless faulty. This does not affect your statutory rights