Frequently Asked Questions

Our showroom is located at 322 Ladypool Rd, Sparkbrook, Birmingham B12 8JY, United Kingdom. You are more than welcome to visit us during our open hours to view our furniture collections in person.

Monday – Saturday: 10:00 AM – 7:00 PM
Sunday: 11:00 AM – 6:00 PM

You can reach us by email at support@familyfurnitureltd.com or by phone at +44 7424 663666.

If you need to change or cancel your order, please contact us immediately. We can easily cancel or modify your order as long as it has not yet been processed or dispatched from our showroom.

Yes. As soon as your payment is successfully completed, a receipt and order confirmation containing your order details will be automatically emailed to you.

We currently deliver within the UK Mainland only.

Standard delivery is completely FREE on all orders over £500.00. For orders under £500.00, we charge a flat delivery fee of £29.99.

Orders are processed and prepared for shipment within 1–2 business days. Transit time takes 4–5 business days, making your total estimated delivery time 5–7 business days. For large, heavy furniture items, our delivery partners will contact you directly via phone or SMS to arrange a suitable delivery day.

Yes, we offer free local pickup from our showroom at 322 Ladypool Road, Birmingham. Most in-stock orders are ready for collection within 2 hours. Please wait for your "Ready for Pickup" email before arriving.

Yes. Once your order has been dispatched from our showroom, you will receive an email containing your shipment tracking information (where available).

You can cancel your order or request a return within 14 days of delivery. Returned items must be unused, unassembled, and in their original packaging. Unopened mattresses are eligible, but once the sealed plastic packaging is opened, they cannot be returned due to hygiene reasons.

If you are returning an item because you changed your mind, you are responsible for the return costs. Since heavy furniture can be difficult to ship back on your own, we can arrange a professional two-man collection service for you, and the direct cost of this service will be deducted from your final refund. If the item is faulty or damaged upon delivery, Family Furniture will cover all return shipping or collection costs.

Once we receive and inspect your return, approved refunds are issued within 7 business days back to your original payment method. Your bank or card issuer may take a few additional days to credit the funds back to your account.

We securely accept Visa, MasterCard, American Express, Discover, JCB, and Diners Club.

Yes. All product prices displayed on our website are fully inclusive of UK VAT. The price you see on the product page is the final price of the product; there are no hidden taxes added at checkout.

Absolutely. All payments are processed through secure, PCI-compliant checkout channels using SSL (Secure Socket Layer) encryption. We do not store or have access to your full credit or debit card details.

Please inspect your items immediately upon delivery. If you notice any damage, contact us within 48 hours of receipt by emailing support@familyfurnitureltd.com. Please include your order number and clear photos of the damaged items and the packaging so we can resolve this for you as quickly as possible.