Hello, here are some answers to commonly asked questions that you'll hopefully find useful:
WHY SHOULD I BUY FROM MAKER&SON?
Our furniture is designed and made to be as comfortable as possible with only the highest quality natural materials. Our workshops in the UK, Australia and the US have all been producing handmade upholstered furniture for over 30 years. You can be reassured of a high quality product, sustainably made, that will last for many years to come.
CAN I TRY YOUR FURNITURE BEFORE I BUY?
We would love you to! We don’t have traditional high street shops (we think they’re old fashioned and expensive), but you can visit us at our showhomes in Sussex or in New York. Click HERE for details and our address. We can also bring our furniture to you in our custom made mobile showrooms. This rather lovely little van can pull up outside your home, or place of work and you can jump in and try a chair for yourself.
CAN I SAMPLE YOUR FABRIC BEFORE I BUY?
We understand that it’s important for you to see how the colour of your favourite fabric looks in the light in your home and for you to experience its feel and quality for yourself. We like to send your swatches in packs of 8 at a time - to ensure you aren’t overwhelmed with choice, but will happily send some more should you find none are striking quite the right chord.
HOW DO I KNOW WHAT’S BEST FOR MY ROOM?
We offer a complimentary floor-planning service - simply send us the dimensions of your room, a few photos or an outline of the room if you have it and we’ll put together some different recommendations for furniture configurations that would suit. You can relax, knowing your order will fit the room perfectly.
CAN I TALK TO SOMEONE BEFORE I ORDER?
We’d love to hear from you and will happily discuss your needs and any questions you may have. We’re available to help on +44 800 084 1961- call any time between 8.30am and 5.30pm.
DO YOU HAVE A CATALOGUE OR PRICELIST?
Register your details HERE and we’ll pop both in the post for you. Or, download them by clicking HERE. Full details of our products and services are also on our website.
CAN I BUY YOUR FURNITURE ANYWHERE ELSE?
Nope, the full Maker&Son range is only available via Maker&Son. This enables us to cut out a retailers’ margin and give you an exceptionally high quality product at a reasonable price.
HOW ARE YOUR PRICES CALCULATED?
Because of our innovative business model, Maker&Son prices represent around a 60% discount from the prices you would typically expect to pay from a good furniture store. In simple terms, we are able to sell a very high quality product for a very reasonable price purely because we don't incur the same costs as high street retailers and we pass these benefits on to you.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Once our team has received your parcel, it can take up to five days to process your return. Returns are dealt with in the order in which they are received, so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
You will be notified via email as soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse – if you want to check that your order has been received, please use the tracking provided for your chosen return method. If you have sent your return via DHL, you can track it by downloading the DHL tracking service here.
Please remember it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If you do not receive our email confirmation within 10 days of your order being received at the warehouse, please get in touch with us on 0800 024 6100 (Monday to Friday 9am to 5:30pm; Saturday 9am to 5pm; Sunday 10am to 4pm), or via email on email@example.com so we can investigate.
YOUR LEGAL RIGHT TO CANCEL
This Returns Policy does not affect your statutory rights as a consumer, including, where applicable, your right to cancel an order placed on the Website within 14 days of receipt of your order and your rights in respect of faulty goods. For more information on your statutory rights, we recommend that you contact your local Citizens Advice Bureau or Trading Standards Office. If you would like to exercise your right of cancellation, you must inform us of this decision by a clear statement, including your name, address, contact details, and details of the order you wish to cancel. You can cancel your order by contacting us: 0800 024 6100 (Monday to Friday 9am to 5:30pm; Saturday 9am to 5pm; Sunday 10am to 4pm), or via email firstname.lastname@example.org.
CAN YOU MAKE SPECIAL SIZES?
Our furniture has been designed to be as comfortable as possible, so we don’t recommend changing the depth of the seating, but we can make our sofas, chairs and beds to almost any size. Click HERE to let us know your requirements or call on +44 800 084 1961.
CAN I HAVE A DIFFERENT FABRIC?
We have beautiful ranges of 100% Linen, Linen/Cotton, Brushed Cotton, Corduroy and Velvet fabrics. But if you’d like your furniture covered in a specific fabric we don’t currently stock, we can do that too. Simply send us a swatch of your preferred fabric so we can test its suitability or just get in touch and tell us what you’re looking for
ARE YOUR SWATCHES AN EXACT MATCH TO THE FABRICS USED?
Most of our fabrics are yarn dyed which means there can be a shade variation between batches. So while it will only be a subtle difference, we can’t always guarantee an absolutely perfect match between the swatches and the fabrics used. However, if you order a sofa and an armchair in the same fabric at the same time, we’ll make sure they’re made from the same batch of fabric and will match perfectly. Whilst we guarantee to make all your order from the same batch, we cannot guarantee that subsequent orders will match your original order as they are likely to be from different batches.
CAN I CHOOSE DIFFERENT LEGS FOR MY FURNITURE?
We have 4 beautiful leg styles that be purchased in Oak, Beech or Walnute. We can replace legs with castors for easier movement of your furniture. We can also use bespoke legs if you have something specific in mind.
ARE YOUR COVERS WASHABLE?
Yes, our 100% Linen, Linen/Cotton, Brushed Cotton and Corduroy covers are machine washable and can be washed multiple times as long as you follow the washing instructions. Our Velvet can be dry-cleaned.
CAN I BUY SPARE COVERS FOR ALL PIECES?
Yes, we make spare covers for all of our pieces. You can order these directly from our website or email or message us with your needs.
ARE YOUR FEATHERS AND DOWN ETHICALLY SOURCED?
Yes, we buy from a cruelty-free and ethically sourced supplier. Our down and feather is sourced as a by-product of the global food industry with accreditation from the International Down and Feather Bureau. Since down and feather products are derived from nature and are environmentally sensitive, the manufacturing of these products leaves a lower carbon footprint than that of synthetic materials.
CAN I HAVE SOMETHING OTHER THAN FEATHER & DOWN CUSHIONS AND IT STILL BE A NATURAL PRODUCT?
Yes, we can use natural wool or natural latex to fill your cushions. These will feel a little different from goose down and feathers, so let's have a chat about what you'd like to achieve.
WHERE IS YOUR WOOD FROM?
We use only the finest hardwoods sourced sustainably and locally and FSC certified.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE READY?
All of our pieces are hand made to order; standard pieces made using our fabrics are usually ready for delivery within 10-12 weeks of placing your order. If you choose to use your own fabric, or if your piece is made to bespoke measurements it will invariably take a little longer and you should allow 12 weeks. If we already know the fabric and it is suitable, it may only add a week. If we have never used it before, we will need to see a sample before we can confirm its suitability. We’ll keep you posted on the progress of your order over the weeks and as soon as it’s ready, our delivery partners will get in touch to arrange a delivery slot that’s convenient for you. If you have any questions around this process please get in touch with our friendly sales team and they’d be delighted to help you.
WILL I HAVE TO PUT THE FURNITURE TOGETHER?
Some of our pieces will arrive without their legs or in sections (it makes fitting them through doors and around corners much easier) but our delivery team will put it all together for you. They’ll also make sure your loose covers are beautifully fitted so you can enjoy your furniture straight away.
WHAT ARE THE DELIVERY ARRANGEMENTS AND COSTS?
We offer a ‘white glove’ delivery service. Our delivery partner will bring your furniture to your home, carefully carry it to the appropriate room, carry out any assembly required, remove any packaging and take it away for you. We charge a standard delivery fee of £200 for customers within mainland UK, save for the Northern regions of Scotland, where this would incur a delivery fee of £350. When you place your order, we’ll ask you about any specific requirements for delivery and any access issues. We’ll then confirm your delivery cost. If you would like your old furniture taken away at the same time, please let us know when you order and we can provide a quote for this.
DO YOU DELIVER OUTSIDE OF THE UK?
If you live outside of the UK, you can still own a piece of Maker&Son furniture. We manufacture and deliver across the world from the UK, the US and Australia and we can organise shipping for you at an additional cost. Get in touch with us for a quote before you place your order.
CAN I CHOOSE MY DELIVERY TIME?
We deliver between 7am and 6pm, six days a week, including some bank holidays. Our delivery team will get in touch when your furniture is ready to arrange a time that suits you.
HOW DO I LOOK AFTER MY MAKER&SON CHAIR OR SOFA?
Our Song range is made entirely from natural materials which include goose down and feathers in all the cushions. We have carefully constructed each cushion with inner pockets, similar to those you'd find in a good quality duvet. These restrict the movement of the feathers, but you will need to plump up the cushions on a regular basis. It's easy to do, but if the idea of this is something that bothers you, please contact us as we can discuss potential alternatives with you as a special order.
WHAT IF I CHANGE MY MIND?
We are very proud of the feedback we get from our customers when they receive their furniture – our customers do seem to genuinely love what we do and we really enjoy hearing what a difference their furniture has made to their homes and family life. However, we recognise that sometimes people change their minds, and that furniture like ours is a significant investment. For our standard pieces: If once your furniture has arrived, it is in perfect condition but you have simply decided that it is not for you, just let us know within 14 days and we will arrange to pick it up. Assuming we receive it back in the same condition it was delivered, we will refund the cost of your furniture; please note, we are unable to refund the original delivery or return cost.
For bespoke pieces: Please bear in mind when ordering bespoke that you will not be able to return any items ordered unless they are faulty in some way. In the unlikely event that your furniture arrives damaged or not as ordered, simply inform the delivery driver that you are not happy to accept the order. They will notify us of the problem and we will be in touch immediately to rectify the issue.
DO YOU OFFER ANY GUARANTEES?
We want our customers to continue loving their furniture for years. We make our furniture to last a lifetime, that’s why our hardwood frames are guaranteed for 30 years. For our full product warranty information, click HERE for our Terms and Conditions.
WHAT HAPPENS IF A FRIEND OR FAMILY MEMBER WON'T GET OUT OF MY ARMCHAIR?
This is a common problem, we recommend either snuggling up to them, or if this isn't appropriate, having at least two armchairs per household.
We love answering any questions you may have so please feel free to call or message us at any time.
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