FAQs

When will you take payment for my order?

For Credit & Debit Card transactions, payment will be taken immediately if we have stock of the item. With all PayPal purchases, payment is taken upon ordering.

 

For orders with a delivery estimate of longer than 28 days, you will be given the choice to pay in full or pay a 20% deposit, which can be taken once your order has been placed with our supplier. If you opt to pay the 20% deposit first, the remaining 80% will be taken before we despatch your order, but after it has arrived in stock.

What if I have a problem placing my order online or I’m not sure it’s gone through?

If you receive a confirmation email then your order has gone through without a problem. If you don’t get an email within 30 minutes of placing your order contact customer services via servicesonline@oldrids.co.uk. Please also check your email spam folder.

What will happen when I place my order online?

When you’ve placed your order, you’ll get emails at each of the following stages:
1. Order Confirmation - this lets you know we've received your order and it's being processed.
2. Despatch Confirmation - this confirms that your order is on its way to you.

Can I track the status of my order?

If you have registered with us when you placed your order, then you can review the status of your order at any time by logging into the “My Account” section of our site and clicking on the “My Orders” link.

Unfortunately, if you checked out as a guest, then you cannot track your order and you will need to contact us on customer services via servicesonline@oldrids.co.uk or 01476 590239.

We use Parcelforce as our standard delivery carrier, and they offer comprehensive tracking of your orders once it is with them. We also have DX and Domestic Distribution as delivery partners, and both of these carriers will keep you informed by text and email on the status of your order, once it is out for delivery.

If you have any questions at all, then please do contact us via the contact details shared above.

What payment types can I use to shop online?

We accept: Visa, MasterCard, Visa Debit Card, MasterCard Debit Card, Maestro, Solo and PayPal as payment types.

Do you offer finance packages Online?

Yes we do. We offer both Interest Bearing and Interest Free Credit on selected products, please see here for more information

Interest Bearing credit requires no deposit and is available on orders of just £400 or more, on selected product areas.

Interest Free Credit requires a minimum deposit of 25% and is available on orders of £550 or more, on selected product areas.

Please note that our Online finance options differ to stores, and that only Interest Free Credit is available in-store.

Can I amend or cancel an order once I’ve placed it?

In some circumstances we may be able to cancel your order, so please call us on 01476 590239. However, if you've received email confirmation that your order has already been despatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. 

For made to order/special order products you have 48 hours from date of purchase to cancel this with us without incurring any charges. If you decide to cancel an online Made to Order or Special order product after this time period, then it is highly unlikely that we can sell it to another customer at the full selling price. We therefore reserve the right to charge a cancellation fee of 25% of the order value. 

What delivery options do you offer and how much do they cost?

Standard delivery for non-furniture orders under £50 is £3.50, but is free if you spend over £50. We are currently not offering a next day delivery service. 

Furniture and large item delivery is £19, but is free for orders over £2999. 

Major appliance delivery is only available to local postcodes and is £9.50 under £400, and free over £400. To see whether your postcode qualifies, please use our delivery checker on the product page. 

Unsure if your order will be a large item? Get in touch via servicesonline@oldrids.co.uk or 01476 590239.

Are there any areas of the UK you can’t deliver to?

We currently offer delivery to the mainland UK and the Isle of Wight only and do not deliver on Public Holidays. If you require delivery to NI, surrounding Islands or the Scottish Highlands please contact us to discuss your options.

Please also note that our MDA delivery service and also Shaws for Sheds deliveries are only available to postcodes within 40 miles of our stores based in Grantham and Boston.

If you are unsure whether your postcode matches our criteria, please email servicesonline@oldrids.co.uk and one of our team will discuss your delivery requirements with you. For more details on our delivery options please see here for more information. 

Do you offer click and collect?

We currently only offer our click and collect service at our Downtown Grantham Superstore and Downtown Grantham Garden Centre.

However, if you see an item online and would like to collect it from either of our Boston stores or Oldrids Scunthorpe, please give us a call on 01476 590239 and we can discuss your requirements.

Unfortunately, we don't currently offer a click and collect service nationally.

Am I able to place an order over the phone?

Yes. Please contact us on 01476 590239 and we'll be happy to place an order on your behalf. 

Please note, we are unable to take phone orders for high value electrical goods. Please contact us if you have any queries. 

Are all your items definitely in-stock?

Any item on our website that is available to buy, is either in-stock in our business or is available to order from our suppliers. From time to time, this stock figure might be inaccurate but this is on very rare occasions, and we will be in contact with you, if this happens.

Are all of the products from Oldrids available to buy online?

Although we do have thousands of products available online, the full range across all of our stores is not available online. If you would like to enquire about a product that you have seen in our stores, or any other product, then please do contact us and we can confirm your best option to purchase that product.

Are the advertised lead times on your site accurate?

We regularly update our lead times on available to order products so we believe these to be as accurate as possible. 

On occasion there may be unforeseeable delays but we will endeavour to be in touch with you as soon as possible in these circumstances. 

What’s the returns policy for products bought online?

For information on our refunds and returns policy please click here.

Do you offer free returns?

No we don't. For standard non-furniture orders, you can return the order to us at your own cost. We can arrange a collection for you, but this will cost £10 or the actual cost, whichever is higher.   For furniture orders, the cost is £50, or the actual cost, whichever is higher. 

How long do I have to return an item?

If you are unhappy with your purchase please let us know. Unless faulty, you have up to 28 days from the date of receipt of purchase to return this to us. Please see our refunds and returns policy for full details.

Can I return a product when I have opened it?

You must take great care not to damage or alter the product, as the amount we will be able to refund will depend on whether we can sell the product again at full price. Please ensure there is no damage to the product, or the packaging where possible. Please do retain the packaging and return it with the product.

How long will it take to get a refund?

We will process your refund within 5 working days of receiving the product back to or warehouse. This refund may then take up to 5 working days to be processed by your bank. 

Can I return a sofa that I have bought on-line?

If your product has been "made to order", i.e. we have placed an order based on options decided by you, then unfortunately there is a cancellation charge that will be applied. This cancellation charge can be up to 25% of your order value. You will also need to cover the cost of returning the product to us. Please note this also applies to other "made to order" products such buildings; sheds; divan beds; headboards etc. Please do contact us with any questions about our refund policy, or see the full details here.

Can I use promotional voucher codes in-store?

Any promotion or voucher codes are valid for use with online purchases only, and cannot be redeemed in-store unless clearly stated otherwise.

What if my furniture doesn't fit my house or my room?

It is crucial that you check your furniture will fit into your house and your room, before you order. Please mesaure all doors, stairways, and the chosen space as carefully as possible.

Oldrids & Downtown cannot accept responsibility for furniture not fitting, as ultimately it is up to you, the customer, to measure. If the worst happens and your delivered furniture won’t fit in, we can offer advice on what to do next. Please note that there is a charge for return of furniture back to us, which is payable by the customer in these circumstances. If you are concerned about furniture due to be delivered, that may not fit, then please contact us.

 

Do you offer a furniture assembly service?

Most of the furntiture we sell is ready assembled, so assembly is not needed. At present, we do not offer an assembly service.

What happens if I cannot assemble my furniture?

If you are having difficulties assembling furniture, then please contact us and we will do our best to advise on next steps. Please take great care NOT to damage furniture as we cannot offer a full refund on products that are no longer in a saleable condition. If you are using a third party to assemble your furniture, please ensure you use a professional.

What happens if I am not in when you deliver my order?

For standard, non-furniture deliveries, the carrier will leave a card or leave the product in an agreed safe place for your convenience. For furniture deliveries, then the order cannot be left and the carrier will be in otuch to re-arrange the delivery. Please note that there is a charge for this re-delivery, which is £50 OR the cost of the delivery, whichever is higher. 

Do you offer an armed forces discount?

Yes. On production of a valid R.A.F, Army, Navy, Rewards for Forces or Armed Forces Dependent's or Defence Discount Services Card, you will be entitled to a discount of up to 10% on a purchase made from any of our stores - including online. 

To apply for an armed forces discount on an online order, please contact us beforehand so that you can send through proof of ID before you purchase.

More information can be found here.

Please note, that we do not currently offer Key Worker or NHS discount.

Do you offer a student discount?

Yes. On production of a valid student ID, you will be entitled to a discount of up to 10% on a purchase made from any of our stores - including online.  

To apply for student discount on an online order, please contact us beforehand so that you can send through proof of ID before you purchase.

Is it safe to shop online at Oldrids?

Yes it is. We’ve taken every possible step to make our site as secure as possible for your peace of mind. We use the very latest SSL encryption technology and we take the security of your personal data very seriously. Credit and debit card payments are processed via a secure financial platform whilst PayPal transactions are fully protected under the PayPal Transaction Policy.

Can you tell me more about the Oldrids & Downtown Rewards Card?

The Oldrids & Downtown Rewards Card Scheme is an easy way to earn rewards as you shop in our stores. Please see here for more information. 

Can you tell me more about the Downtown Premier Account?

The Oldrids & Downtown Premier Account is an easy way to shop in our stores. Please see here for more information. 

Can I buy Downtown Gift Cards online?

Unfortunately, our Gift Cards are not available to be purchased online at the moment. These can be purchased in any of our stores or over the phone at 01476 590239.