Terms & Conditions

 

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

 
Furniture
Care of Wood
Shipping and Delivery
Access
Collections
Privacy and Security
Ordering
Payment, Pricing and Promotions
Viewing Orders
Missing, Incomplete or Damaged Orders
Product Guarantee
Returns and Replacements

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' as this is inherent in the glass toughening process.

 

Care of Wood

Real wood will naturally acclimatise to its environment within the first year.  Any movement requiring restoration will be dealt with by our skilled restorers in your own home. If you experience this contact us at customer service. You can also learn how to care for your reclaimed teak items on our dedicated page here.


Shipping and Delivery

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.

 

Delivery charges

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

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

Option 3
Order value £0 - £74.99 = £10
£75 - £499.99 = £35
£500 – £3999.99 = £50
Order value over £4000 = delivery charge 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, you can request a quote from store or contact us here.

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

*At present we cannot accept overseas furniture orders online. Please call us and our staff will be happy to arrange international shipment to you at a very competitive rate.

All furniture items will be unpacked and assembled where necessary (e.g. beds) with the packaging removed by the delivery personnel. For delivery of accessories, you are paying for shipment to your front door only.

Please be advised Items on your order may be dispatched at different times, however only the one delivery charge will apply. Full payment must be made before any product is dispatched from our warehouse, store or third party.

 

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 contact us here.

 

Weekend Delivery

If you would like a Saturday delivery or guaranteed time slot of the day, extra charges will apply. This also relates to restricted access deliveries. This must be arranged before you are given a delivery date. For more information please contact Raft customer service.


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 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.

 

Health and Safety

To comply with regulations our drivers cannot remove, reposition or dispose of other items of furniture for you. They can only deliver through main entrances and doorways and NOT through windows or rooftops. They also cannot remove their shoes.

If you want to protect your floors during delivery, the onus is on you to supply floor covering (both for carpets and wooden flooring. Raft cannot be held responsible for damage to floors or carpets if they are insufficiently protected. Please be advised our delivery personnel are required to wear shoes at all times for health and safety reasons.

 

Collections

Designated items may be collected from Raft stores by prior arrangement only. When ordering online, the option to collect from store will be available on checkout (if the item is suitable for collection). For information on whether an item is available for collection, please contact us here.

 

Access

At Raft, we do not let access issues or restrictions in the entrance to your property affect your choice of product. All our sofas, although large and deep, are cleverly engineered to fit through small spaces and be assembled without compromise on build quality. If you feel your home has unusually awkward access, call us here and we’ll have a solution for you.

 

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.

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.

We reserve the right to make changes to our products or discontinue items at any time without notice.

 

Product Description

Please bear in mind that computer browsers may present colours slightly differently and colours will appear differently according to your screen. Images displayed on the internet are a representation only and we recommend checking real life samples prior to ordering if you are unsure. Browse sofas and fabric samples here.

 

Payment, Pricing and Promotions

All prices are inclusive of VAT. The price for the goods (including any applicable delivery charges) is always listed on your order confirmation.

We ask a 25% deposit on orders where items are not in stock and they are made to order. 

Payment is due once your goods are ready. 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.

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


Payment accepted

We accept the following forms of payment for your online purchase;
MasterCard, Visa, Visa Debit, Maestro.
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.

 

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.

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


Missing, Incomplete or Damaged Orders

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. It is possible that different items on your order may be dispatched from different locations, and so can arrive at different times. Again, we will always try and keep you informed of any such occurrence. If your order arrives incomplete please contact customer services.

If your order has not arrived within the expected delivery time, call customer service on 020 8450 5078 (option 2).

All items must be signed for at the point of delivery. In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged. Our delivery personnel are instructed to not leave the premises until the issue is logged with customer service.

If you report damage to an item once the delivery drivers have left, it is at our discretion as to whether to charge you for any repairs.

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.

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 the essence of the contract. We will not be liable for any consequential loss 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.

 

Product Guarantee

15 year guarantee on memory foam mattresses.

10 year guarantee on sofa frames.

1 year guarantee on upholstery.

 

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

*Our furniture and accessories are designed for residential use and we cannot guarantee their  performance in a commercial environment.

*We cannot accept any responsibility for fading or discolouration, due to exposure to direct or indirect sunlight. Sunlight takes effect on different fabrics in different ways, but will nevertheless always affect fabric colour.


Returns and Replacements

For all purchases online, if for any reason you wish to cancel your order, you can do so at any time before delivery. If for any reason you’re not happy with your item, (within 7 days of delivery) we will come and collect your item free of charge and refund your payment in full.

 To arrange a return for your good brought online please contact customer service. Refunds can only be issued to the credit/debit card which was used to place the order.

 

*Goods taken outside the UK mainland are not eligible for refund or return.

*Any ‘Made to Order’ or bespoke item will be subject to a 100% cancellation charge. This includes any item which has been made by customer request, outside the standard fabrics and measurements displayed on our website.

*Please note on reclaimed teak items, we will not accept returns or exchange items based on 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.

*All display, ex-display and clearance items are sold as seen without further restoration. These items are non-returnable and non-refundable.

 

Raft cannot be held responsible in the event there is stain transfer from products to carpets or any other surfaces. We recommend the use of carpet protectors and drawer liners. Additionally, we advise that you clean furniture thoroughly to remove any excess stain or wood protector which may remain from manufacturing.

 

Still prefer not to order via the internet? Please feel free to call us here.