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Our Store FAQs
Do you offer custom furniture options?
Yes, many of our suppliers offer a wealth of options to make your piece uniquely you. Choose from an extensive collection of upholstery options, studded details and leg finishes.
Can I see fabric or material swatches before making a decision?
Our outlet features a wide range of samples and swatches for all of our suppliers. You’ll get the chance to see, touch and test them all before selecting your favourite. Our dedicated team will be on hand to guide you through the process and offer their insight, ensuring you make an informed decision.
What financing options do you offer?
We offer a variety of payment options to make paying easier. Spread the costs with the V12 finance system or PayPal pay in three.
Do you price match?
At Shackletons, we are committed to providing our customers with the most competitive pricing available. If you happen to come across lower prices elsewhere, please don’t hesitate to inform us. We’ll gladly investigate the offer and price match the quoted prices. Your satisfaction is our priority. To raise a price match first check our ‘like for like’ criteria outlined in the terms and conditions. If you believe the offer qualifies give us a call on 01924 950 780 or send an email to hello@shackletonsonline.co.uk with a link to the offer.
How do I care for and maintain the furniture I purchase?
A timeless piece deserves care and attention. Most products will include a handy care guide, detailing effective ways to make the most of your products. Our team is also available to offer advice. Accidents may happen so, for true peace of mind, we recommend you take full advantage of Stainguard Insurance. Staingard offers a future protection plan for your furniture. Care plans are available from 1 to 5 years and cover structural failure, accidental damage and accidental staining. To learn more, speak to our team at checkout.
What is the warranty or return policy for your furniture?
All of our items are built to last and each comes with its warranty period. Warranties are automatically registered upon the delivery of your goods. To raise a warranty claim, simply contact our customer care department. Our highly-rated care team will resolve your claim with the supplier and help you wherever possible. To contact our team, call 01924 950 780 or email at customercare@shackletonsonline.co.uk.
Do you provide delivery and assembly services?
Our services include two delivery options, Kerbside ‘Door Drop’ or ‘White Glove’. Door-drop delivery is free on any orders above £500. Orders less than £500 incur a surcharge of £24.99. White Glove is an option that includes delivery, build service, placement into your chosen room and the removal of waste packaging. Our white-glove service is priced at £59.99.
Can I track my order?
We will contact you to keep you updated on the progress of your order via email or telephone but please don’t hesitate to contact our delivery team on 01200 444585 for an update at any time.
How long does delivery take after placing my order?
We aim to deliver all our in-stock items within 10 working days and a member of our delivery team will contact you to let you know the expected delivery date. please be aware that all furniture ordered via the finance method cannot be delivered for 14 days, please call us on 01200 444585 for more information. To learn more visit our delivery policy page.
Can I choose the time of delivery?
Our Pallet delivery couriers only offer full-day delivery slots (9 am-6 pm) unless otherwise specified by us and we typically offer a 4-hour window for our white glove delivery service. With the white glove service, we will call you on the day half an hour before we arrive to confirm our exact time of arrival. with the white glove service, we will always contact you in advance to organise your delivery slot and we will not show up unannounced without booking with you first.
Do you deliver at weekends?
Our free delivery service does not include weekend deliveries but we can upgrade the service for you, Please contact us on 01200 444585 and we can retrieve a quote for you.
The white glove courier service is unavailable for weekend deliveries as the couriers only operate Monday-Friday and we are unable to quote for weekend deliveries using this method.
Do you recycle?
At Shackletons, we take great pride in our ongoing environmental commitment and recycling efforts. Through our partnership with the Senator Group in 2022, we successfully recycled 6490 kilograms of packaging materials. This dedication to recycling has resulted in a substantial reduction of 6444 kilograms of CO2 emissions, showcasing our dedication to a greener future.