- Customer Services

 

Delivery

As a Gift List customer we offer a free delivery service* to most postcodes (excluding: PA, PH, IV, AB, HS, ZE, KW, GY, JE, IM, BT,  , Isle of Wight, Republic of Ireland and all other countries.

Deliveries are booked within our standard delivery scheduled between Monday to Friday, 7am – 5pm. Our delivery companies book routes depending on your postcode. If you would like a Saturday delivery or a specific time slot delivery then charges will apply. 

Furniture
All furniture items will be unpacked and assembled where necessary (e.g. beds) with the packaging removed by the delivery personnel.
 
Accessories
All accessories will be gift wrapped and delivered to the address specified with the order. If you have purchased accessories alongside furniture items and require them before then we can arrange to deliver the accessories first at no extra charge, provided the items are available and have not yet been despatched.
 
*Free delivery is dependent on postcode, please contact customer services for postcode areas that are eligible. 

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.

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 you are not happy with your order you can cancel right up until 7 working days after delivery. Please return the item(s) along with a completed returns form within 14 days of receiving the goods. Providing the item(s) are still in a completely saleable condition and in their original packaging, we will issue a full refund
less any applicable delivery charges and a collection fee.
To arrange a return please contact customer services.
 
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).
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. We will not refund the initial delivery charges except if the item(s) are being returned due to damage or a fault.

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

The cost of returning goods is your responsibility, unless the item (s) was delivered damaged or faulty, and the item(s) are your responsibility until they arrive at the warehouse. We therefore recommend obtaining a proof of purchase certificate before sending (for accessories and smaller items sent via courier or post).

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.
To organise the return of goods or a replacement contact customer services.

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.
Orders placed through the Gift List service will be delivered direct to the Gift List holder unless otherwise instructed. The person contributing to the Gift List willl receive an order confirmation via email.
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
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.

If you the Gift List recipient is 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.

Viewing Orders

Once the Gift List account is open and ready to process purchases, the Gift List recipient will receive regular updates for the contributions made, items purchased and messages left. This update will be emailed direct to the Gift List holder.

The Raft Gift List website is a separate entity to the Raft website and as such you may need to create more than one online Raft account.

Updating Account Information

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