- Terms & Conditions

These terms and conditions cover the sale of Raft products contained on this website. By placing an order with Raft you are agreeing to the terms and conditions as stated below.

Furniture

The style and originality of our furniture comes from the natural materials used. Any indentations, blocks and fillings are part and parcel of reclaimed wood. The inaccuracies in both the materials and workmanship add to its character. We neither try to hide our restorations, nor select timber or hides without inclusions. Glass items (e.g. glass topped tables) also contain 'inclusions' giving character, texture and colour.

Care of Wood

Real wood may acclimatise in your home within the first year.  If you experience this contact us at customer services. You can also learn how to care for your reclaimed teak items on our dedicated page here.

Shipping and Delivery

Standard delivery charges*:
Different delivery charges apply depending on your postcode. When you reach the checkout stage you can type in your postcode and be given a quote, the price falling into one of these options.

Option 1
Order value £0 - £74.99 = £10
£75 - £1999.99 = £35
Order value over £2000 = FREE

Option 2
Order value £0 - £74.99 = £10
£75 - £499.99 = £35
£500 – £2999.99 = £50
Order value over £3000 = FREE

Option 3
Order value £0 - £74.99 = £10
£75 - £499.99 = £35
£500 – £3999.99 = £50
Order value over £4000 = FREE

Option 4
Order value £0 - £74.99 = £10
£75 - £499.99 = delivery charge £50
£500 – £3999.99 = delivery charge £75
Order value over £4000 = delivery charge FREE

*If your postcode is in one of the following areas then you will need to request a quote for delivery charges.

PA, PH, IV, AB, HS, ZE, KW, GY, JE, IM, BT, Republic of Ireland and all other countries.

All furniture items will be unpacked and assembled where necessary (e.g. beds) with the packaging removed by the delivery personnel.

On furniture deliveries you are paying for a standard 2 man delivery (Ground or first floor by stairs – or by lift to any floor, Mon-Fri, 7am-5pm within our transport company’s scheduled routes.) If you are on the second floor or above or have any access issues please call us on 020 8450 5078 (option 1).

On accessory deliveries you are paying for shipment to your front door.

When you are given a delivery date you may phone us two days prior to delivery to get an estimated time. There will be an extra charge for deliveries for the 1st floor and above and if extra persons are needed. It is your responsibility to make the salesperson aware of this issue at the time of the sale. If not then charges will be applied at the time of booking delivery.

Please note:

We require 3 working days notice prior to the date of delivery to make changes to the delivery date or cancel the delivery. The delivery company will charge 7% of the retail invoice + VAT for redelivery – there are no exceptions. You or your appointee MUST be there to accept delivery once you have booked. It is your responsibility to check all goods on delivery.

If we accidentally damage goods in the course of delivery, then our liability for that damage is limited to the repair, refund or replacement of the goods or the value thereof.

Time of delivery is not of the essence in these Terms and Conditions of Trading. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of Raft or delay due to any reasonable rescheduling of delivery.

Special Deliveries P.O.A
If you would like a Saturday or first time slot of the day delivery etc then charges apply. This also relates to restricted access deliveries.
If you wish to guarantee a particular time then an extra charge will apply. This must be arranged before you are given a delivery date.
- Guaranteed weekday evening delivery (after 6pm) - £85 within the M25, outside the M25 - Price on application
- Guaranteed weekend delivery - £85 within the M25, outside the M25 - Price on application

Access

At Raft we do not let access issues or restrictions in the entrance to your property affect your choice of product. It is the customer's responsibility to make sure ordered goods will fit along the delivery route and into the designated area. All of our product measurements are an estimate only; please allow a 50mm tolerance on product dimensions and consider skirting boards, staircases, doorways and lifts. Please request a free Raft access visit if you are unsure, contact Customer Services on 020 8450 5078.

If access is an issue then your furniture may have to be altered during manufacture in order to fit in its final resting space. The following charges may apply:

Charges:
Bolt on Arms (set) - to be assembled on-site: £97
Bolt on Arms, Back and Seat - (set) - to be assembled on-site: £189
Bolt on Arms, Back and Seat - (set) Chesterfields ONLY - to be assembled on-site: £360
Central break (any standard sofa needing to be split in the centre to fit in the property): £395
Vertical split frame (anything over a standard sized sofa e.g. 2 x 3 seater sofas joined): priced as 2 seperate sofas.

If the issue of access is not raised during the order process and the item does not fit into the delivery address we are not obliged to take back items. However, with most products we can recommend service personnel to disassemble your unit, price on application.

For more information contact Customer Service.

Mixed Orders

Items on your order may be dispatched at different times, however only the one delivery charge will apply.

Collections

You may collect your items from our warehouse or Cricklewood store by prior arrangement only. Collection times are limited so contact Customer Service for further information.

Privacy and Security

Raft respects your privacy and therefore all your personal data will be treated with the highest confidentiality.

In accordance with the Data Protection Act (1998) we have electronically recorded your contact details for the purpose of processing your order, analysing statistics to improve this website and its services to you, administering this website and keeping you up to date with Raft news and offers. Your details will not be passed on to third parties. If you object to Raft keeping this information please let us know and we will delete your details.

To ensure your security, we use (SSL) VeriSign encryption technology. When you process your card details through our site, SSL encrypts the details as they travel over the Internet.

Ordering

All orders that you place on this website will be subject to acceptance in accordance with these Terms and Conditions.

All orders are subject to availability.

Once placing an order online you will immediately receive an order confirmation to the email address provided outlining the estimate delivery time and full order details.

We reserve the right to accept, limit or refuse an order or delivery to any individual or company for any reason.

We reserve the right to discontinue products.

Our reclaimed teak items are sourced and expertly crafted in Indonesia and shipped to the UK. Due to the goods leaving Surabaya in Java and heading through Singapore and on to Felixstowe we cannot be held responsible for unforeseen delays in the arrival of goods. We will however do our best to solve any problems these delays might cause.

If goods have been made for you, i.e. not in stock, then the order is exempt from the cancellation provision under the Consumer Protection (Distance Selling) Regulations 2000.

Therefore a cancellation fee of 20% is applicable to all made-to-order/made-to-measure products. In respect of these products our usual refund policy does not apply, and products cannot be returned or exchanged unless faulty.*

*A made-to-order/made-to-measure product is a sofa or teak which is not currently in stock and/or part of clearance stock. It is manufactured specifically for you. None of the above conditions affect your statutory rights when goods are faulty, or not as described.

Payment, Pricing and Promotions

All prices are inclusive of VAT. The price for the goods (including any applicable delivery charges) are listed in your order confirmation.
 
Payment accepted
We accept the following forms of payment for your online purchase;
MasterCard, Visa, Visa Debit, Maestro and Amex.
We accept the following forms of payment for your in store purchase:
MasterCard, Visa, Visa Debit, Maestro and Amex. Cash and cheque with a valid cheque guarantee card.
 
Furniture Orders Online Purchasing
We take 25% deposit on orders where items are not in stock and they are made to order.  The balance will be taken on the card provided, unless another form of payment is provided prior to the goods being ready.
Full payment is required for items in stock.
Once final payment is made we will contact you within 5 working days to arrange delivery. See Shipping and Delivery.
If you are unable to take delivery then storage for the first month is free and charged at 5% of the retail value of the goods each week thereafter.;
Full payment must be made before any product is dispatched from our warehouse, store or third party.

Online Promotions
Only one promotional code (i.e. Voucher Codes) may be used per each online transaction. The promotional code has no cash value and cannot be redeemed for cash or benefits in kind such as gift vouchers.

Finance is only applicable in store and must be processed at the time of the sale. Please contact our Customer Service team for more information about our finance option.

Viewing Orders

Once placed, you are able to track your order by logging in to your account. Log-in or Register to set up an account.

Please note if you have previously bought through Raft via another channel you will need to create a Raft internet customer account. Once you register you will receive an email confirming your username and password.

Missing, Incomplete or Damaged Orders

If your order arrives incomplete please contact customer services.

You can also check your delivery note or view your order online. We do dispatch items at different times depending on stock levels but we will always try and confirm with you which items you should be expecting with any one delivery. Also it is possible that different items on your order may be dispatched from different locations and so arrive at different times. Again we will always try and keep you informed of any such occurrence.

If your order has not arrived within the expected delivery time period call Customer Services on 020 8450 5078 (option 2).

If you believe an item is damaged or missing firstly check your delivery note and discuss with the delivery personnel. Our delivery personnel are instructed to not leave the premises until the issue is logged with customer services. We will try and resolve the issue at this point. If we are unable to do so we reserve the right to repair the item on-site or remove the item for repair and redeliver to your convenience at a later stage. 

It is imperative that you report any damage or order discrepancy to Raft as soon as possible. If you report damage to an item once the delivery drivers have left or after the fact it is at our discretion as to whether to charge you for any repairs. 

We do our utmost to ensure your order process and delivery procedures are followed as smoothly as possible but please consider that from time to time human errors do occur. Your understanding is appreciated that we will do everything we can to rectify the situation as soon as possible.

Also circumstances can arise which are beyond our control which may delay or cancel your delivery. In this instance we will not be liable for any consequential losses you experience but will organise a redelivery free of charge at a time convenient to you.

For any questions at all regarding orders and deliveries please call Customer Services on 020 8450 5078 (option 2).

Updating Account Information

It is your responsibility to inform us of any changes to your contact details or delivery addresses.

Product Guarantee

15 year guarantee on memory foam mattresses.

10 year guarantee on sofa frames.

Our guarantees do not apply to items taken outside the UK mainland.

Returns and Replacements

The following excludes goods made to order which carry a 20% cancellation fee.

If you have never been in a RAFT store or at one of our exhibitions but have only bought online; and if for any reason (other than damage or a fault) you are not happy with your order you can cancel up until 7 working days after delivery. Providing the item(s) are unused, are still in a completely saleable condition and in their original packaging, we will issue a refund less the delivery charge and a collection fee. To arrange a return please contact customer services.

Please note on reclaimed teak items we will not accept returns or exchange items on a like for like basis due to the character of wood or what we deem reclaimed teak markings.

For reasons of hygiene we cannot refund or exchange used mattresses or pillows unless they're faulty.

Alternatively, you may return items to our warehouse or Cricklewood store by prior arrangement only.

Refunds will be issued by the customer services department to the card which was used to place the order once we have confirmed receipt of the item (s).

All display, ex-display and clearance items are sold as seen without further restoration. All stock items must be paid for in full at the time of order. Display items are non-returnable, non-refundable and a credit note will not be issued if you change your mind.