Where is my order?
Once your order is placed and accepted, it will be in production for the lead time indicated on your order.
What is your returns policy?
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on any of our made-to measure furniture or sofas.
We hope you will be pleased with your purchase. However should you be less than satisfied please call or email our customer services team. If appropriate they will arrange for the repair of the item, or in exceptional cases its replacement. info@markelliot.co.uk or Tel. 01502 719 340
When should I expect my delivery ?
Most of our products are on a lead time of between 6 and 12 weeks, your order document should state the expected lead time for the products that you have ordered. Generally we will contact you 3/4 weeks prior to your proposed delivery to make the delivery arrangements. If your order was placed in one of our showrooms we will contact you 3/4 weeks to collect your balance and make the delivery arrangements. If you would like an update before this time, please contact Robert on 01223 847466 sales@markelliot.co.uk or contact the showroom from which you ordered. Alternatively contact our head office on 01502 719340
When should I expect my delivery ?
Most of our products are on a lead time of between 6 and 12 weeks, your order document should state the expected lead time for the products that you have ordered. Generally we will contact you 3/4 weeks prior to your proposed delivery to make the delivery arrangements. If your order was placed in one of our showrooms we will contact you 3/4 Weeks to collect your balance and make the delivery arrangements. If you would like an update before this time, please contact Robert on 01223 847466 sales@markelliot.co.uk or contact the showroom from which you ordered. Alternatively contact our head office on 01502 719340
How Do i Contact Mark Elliot ?
For sales enquiries please contact Robert on 01223 847466 or email sales@markelliot.co.uk Alternatively contact or visit your nearest showroom.
For any other enquiries contact our head office on 01502 719340 or email info@markelliot.co.uk
What do we mean by Clearance?
Clearance furniture, is either ex display, slight seconds, prototypes, customer returns or discontinued furniture.
New Customers
Access
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture, to ensure successful delivery and to confirm that the product is the right size for your needs. Where large products are returned as Not able to be delivered we will charge you 30% of the item value and refund the difference. Where delivery is outside of our standard delivery Area 1 we will also charge for the delivery cost in full.
Getting started
You can buy all Mark Elliot Cabinet cabinet furniture online. However, because of the bespoke nature of sofas and chairs we ask that you visit one of our showrooms so we can make you just what you want, a sofa that looks great and is truly comfortable. However if you are looking for an occasional piece or a secondary sofa, then with the help of our 100 best selling fabrics you could easily order online.
Home page - You can get back to our home page at any time by clicking on the Mark Elliot logo which appears on the top left-hand side of the screen.
Using Search
Search box: The search box is always on the top right-hand side of the screen. You can search by product or brand name, key words such as the product type.
Our Search engine works by checking your search term against all the product titles and product codes currently on the Website. It then shows products on the page that may match your query.
You can search in broad terms such as tables or be more precise such kitchen tables.
Payment options
We offer various ways for you to pay for your order, Visa; MasterCard; Delta; Maestro. Electron , we also accept Cash, Cheques in store. All Online Payments are validated via Barclay Card.
Placing your order
Once you've found the items you'd like to buy and have added them to your basket, you can begin the checkout process by clicking on the Your basket link at the top of your screen.
You can go straight to checkout to pay for your goods and arrange delivery. You can also opt to register with us so that you can retrieve your details and chosen delivery address. (Please note that this does not include your payment card details.) You'll be asked to set up a password to access your account.
If you've already registered online with Mark Elliot, simply enter your email address and password.
At checkout, you can review and amend your order details on the Order Summary page
When you're ready to complete your order, click the place order now button and wait for an online receipt. You'll also be sent a confirmation email shortly after placing your order.
If you need help placing an order or have any other questions, please call Robert on 01223 847466 or sales@markelliot.co.uk
Your basket:
The number of items in your basket can always be seen at the top of the screen. To see what you have in your basket you need to click the Your basket link. When you click on your basket it shows you the quantity, title and subtotal of any product(s) you've put into your basket?
Delivery charges and options
We deliver Monday to Friday 9am-6pm Nearly all deliveries (excluding Scotland )are made on our own lorries with our own highly trained staff.
Area 1 - England including a 25 mile radius around Monmouth into Wales but excluding Devon, Cornwall, Cumbria and Northumberland. Orders will be charged at £59 per delivery, orders with a value of over £1500 will be delivered free of charge.
Area 2 - Devon Cornwall Cumbria, Northumberland and the rest of Wales. Orders will be charged at £179 per delivery, orders with a value of over £3500 will be delivered free of charge.
Area 3 - Scotland (mainland only) Orders will be charged at £279 per delivery, orders with a value of over £5000 will be delivered free of charge.
All offshore islands, please contact us for a quote.
Deliver to shop, for collection
If your order is for a Lamp table, coffee table or nest of tables, you can ask for it to be delivered to your nearest Mark Elliot Showroom free of charge. We regret this option is not available for any other item at any time.
Please bring a print out of your order receipt or order confirmation email when you go to collect your items, as proof of purchase. In addition, please bring proof of ID, either a photo ID or payment card.
Further questions
When will my products be delivered?
Our delivery team will contact you to arrange delivery approximately 3/4 weeks prior to delivery. If you require an update before this time please contact Robert on 01223847466 or sales@markelliot.co.uk or contact the showroom from which you ordered.
Do you deliver or send products outside the United Kingdom?
At present we are not able to deliver outside the UK. We can however deliver into your designated carrier for onward delivery.
Do we deliver to your address?
Area 1 - England including a 25 mile radius around Monmouth into Wales but excluding Devon, Cornwall, Cumbria and Northumberland. Orders will be charged at £59 per delivery, orders with a value of over £1500 will be delivered free of charge.
Area 2 - Devon Cornwall Cumbria, Northumberland and the rest of Wales. Orders will be charged at £179 per delivery, orders with a value of over £3500 will be delivered free of charge.
Area 3 - Scotland (mainland only) Orders will be charged at £279 per delivery, orders with a value of over £5000 will be delivered free of charge.
All offshore islands, please contact us for a quote.
Are there any places where delivery might take longer?
Our vans travel to more distant areas less often, so your delivery may take a little longer.
What if I'm not in when you deliver?
We do book deliveries well in advance; also our drivers are able to call approximately 30 minutes before arrival if required. If you are not able to accept delivery on the day, we will call you to re-arrange and you will be charged a delivery charge as appropriate.
Disposal, installation and recycling
Our lorries minimize the use of packaging materials and will take away any packaging which we use. All our cardboard is sent for recycling Upholstery
Shopping with us
Buying Guides
All measurements are approximate due to the handmade nature of the product. All height sizes shown are frame heights. We would advise that the overall height (ie including the back cushions) will add 1cm-20cm to the frame height. Please also allow 1cm 3cm extra on the width measurement to accommodate different fabrics/padding density. Please clearly state your maximum size when ordering. Where a sofa bed is ordered, we also advise that slight frame adjustments may be necessary in order to accommodate the sofa bed mechanism. Enquire in store for details
Real Wood Products
Some ranges are lightly distressed to give an authentic aged appearance. This technique may include softened worn or uneven edges, slight variations of colour, worm holes and superficial marks including scratches. The overall effect is an intrinsic and desirable feature of this traditional type of furniture, and should not be considered as a fault in any way.
Cancellation of made-to-order products
Should you wish to cancel your made-to-order or made-to-measure product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 30% of the full selling price. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.*
*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.
What guarantee do you offer?
Guarantees
All Mark Elliot sofas are covered by a lifetime frame guarantee, which covers structural failure of the sofa frame in normal use. It does not cover impact damage or misuse.
Fabric guarantee.
Mark Elliot furniture and the fabric houses we use, guarantee all fabrics for one year from the date of delivery. Sunlight will fade most fabrics and precaution should always be taken to protect fabrics from exposure to direct sunlight. Fabrics are categorized for wear according to the results of the Martin dale rub test. We only use fabrics, which achieve at least general domestic ratings. Only selected fabrics are suitable for washing and these are identified where appropriate. All other fabrics should be dry cleaned by a reputable company. In all cases the instructions on the product care label should be adhered to.
Other than corrected grain leathers, hide is a natural product liable to have a variety of marks that are inherent in the leather i.e. mosquito bites, fat folds, gore marks etc. The exact depth of colour of any hide can vary by up to 10% from samples sent or seen in store, this is due to the process by which hides are dyed and produced and help to give a natural, individual feel to the finished item of furniture.
All fabrics are subject to an element of graceful degradation in both use and washing or dry cleaning.
Where furniture has been ordered at different times Mark Elliot Furniture cannot guarantee to colour match fabrics.
Cushions. Our foam cushions come with a two year guarantee. Both feather and fibre need regular frequent plumping and turning of cushions.
Cabinet. All cabinet furniture is covered by a 10 year structural guarantee, but does not cover misuse , or damage to the surface finish.
Orders and Returns Information
Change or cancel an order
If you wish to change or cancel an order contact our Customer Service team on 01502 719 340 any time between 9am and 5pm, Mon - Fri. Please have the order number and date the order was placed, to hand. However if your order is already in production we will be unable to make amendments to it. There may be an additional charge for any amendments.
If you decided to cancel your made-to-order product for any reason, it is unlikely that we could sell it to another customer at full selling price. Well therefore reserve the right to charge a cancellation fee of 30% of the order price.
Track your order
To check your order status, just click on the Your orders link at the top of the page, sign in and then View orders.
Order received means your order hasn't been processed yet.
Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods.
Dispatched means your order has left our warehouse. You'll receive an email confirming dispatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
Cancelled means your order has been cancelled either by you or us.
If your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone 01502 719 340, between 9 and 5 Monday to Friday
Your purchase history
To find out more information on your past orders, please click here to sign into your account.
What is your returns policy?
Products we are unable to refund or exchange
We are unable to offer a refund or exchange on any of our made-to measure furniture or sofas.
We hope you will be pleased with your purchase. However should you be less than satisfied please call or email our customer services team. If appropriate they will arrange for the repair of the item, or in exceptional cases its replacement. info@markelliot.co.uk or tel. 01502 719 340
Security and Privacy
Forgotten password
If you have forgotten your password, all you need to do is enter your email address on the Forgotten your password page and we will email you your password information. Then simply follow the instructions in the email to change your password. Click here to go to the Forgotten your password page.
Privacy promise
Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes..
In order to serve you most efficiently, reputable third-party banking institutions handle our credit card transactions. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private.
To read more on how your personal data is going to be handled, click here to go to our full Privacy Policy incorporated in our Terms and Conditions.
Phishing
Phishing is the practice of tricking someone into giving confidential information. Examples include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud.
We will never ask you to send any personal details via email. If we require such details, for security reasons we will ask you to contact us by phone. Should you receive an email claiming to be from Mark Elliot Furniture Ltd. requesting this kind of information, please do not respond but let us know.
