Customer help
Frequently asked questions
Find clear answers about products, delivery, payments, cancellations, warranty, swatches and contacting Brooklands Home Decor.
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Orders and products
Before and after placing an order
How do I place an order?
Choose the product and available options, add it to your basket and complete checkout. Contact Brooklands before ordering if you need help with dimensions, access, delivery charges, assembly or product suitability.
Will I receive an order confirmation?
Yes. Check the order details carefully and contact Brooklands promptly if anything appears incorrect.
Are product colours exactly the same as they appear online?
Screens, lighting and photography can affect colour appearance. Fabric, velvet, wood and other materials may also show natural variation. Request a swatch where available.
Can product dimensions vary?
Published dimensions are a practical guide and small tolerances may occur. Contact Brooklands before ordering if a measurement is critical.
Can I change my order after placing it?
Contact Brooklands immediately. Changes may be possible before processing, production or dispatch, but cannot be guaranteed. Custom or made-to-order products may not be changeable once confirmed.
Delivery and access
Delivery across the UK and Ireland
How long does delivery take?
Most UK orders are delivered within approximately 10 days. Ireland deliveries are typically completed within approximately 15 days. Times may vary by product availability, location, access and scheduling.
Where do you deliver?
England, Scotland, Wales, Northern Ireland and Ireland.
Is delivery free?
Delivery is free on qualifying orders over £1,000. For smaller orders, contact Brooklands for a personalised quotation.
Do you deliver to Ireland?
Yes. Ireland delivery charges and schedules differ from UK mainland delivery, so Brooklands will provide a quotation before confirmation.
How is my furniture delivered?
Furniture is delivered by an experienced two-person team and completed according to the agreed service where safe access is available.
Do you offer upper-floor delivery?
Ground-floor delivery is included. First floor is £20, second floor £30 and third floor £40 where safe access is available. Higher floors or unusual access may require a separate quote.
What should I check before delivery?
Measure doors, hallways, stairs, landings and lifts. Clear the route and arrange removal of doors, windows or other obstructions before delivery if necessary.
What happens if the furniture will not fit?
Customers are responsible for access. The order may be placed at the nearest safe location or delivery may fail. Redelivery charges may apply for customer-related access issues.
Can I change my delivery date?
Contact Brooklands as early as possible. We will try to offer another available date. Special requests outside normal schedules may cost extra.
What if my furniture arrives damaged?
Inspect it at delivery, tell the delivery team immediately and contact Brooklands on the same day. Keep packaging, labels and parts and provide clear photographs where requested.
Payments and finance
Paying for your order
Which payment methods do you accept?
Available options may include Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Klarna, Clearpay and Shop Pay. The methods available for your order appear at checkout.
Is online payment secure?
Checkout is provided through Shopify and supported payment providers. Brooklands does not normally receive complete payment-card details.
Do you offer finance or instalment options?
Eligible customers may see finance or instalment options from supported third-party providers. Availability and approval are subject to the provider's terms.
Why was my finance application declined?
Finance decisions are made by the provider, not Brooklands. Contact the provider directly for information about its decision.
Returns and warranty
Cancellations, faults and structural frame cover
Does Brooklands offer general change-of-mind returns?
Brooklands does not offer a general discretionary returns service. Eligible standard online purchases may still have statutory cancellation rights. Made-to-order or customised goods may be excluded.
Can I return furniture because it does not fit?
Customers are responsible for checking product measurements and access. Access failure is not a product fault. Any statutory cancellation right that applies remains separate.
What should I do if an item is faulty or incorrect?
Stop using or assembling it if continued use may worsen the issue. Contact Brooklands promptly with your order number, details and clear photographs or video where requested.
What does the Brooklands warranty cover?
A voluntary six-month warranty covers verified manufacturing defects in the internal structural furniture frame only during normal domestic use.
Are upholstery, cushions or mechanisms covered?
No. Upholstery, stitching, cushions, fillings, mechanisms, feet, fittings and accessories are outside the voluntary frame-only warranty. Inspect them at delivery.
Does the warranty replace my consumer rights?
No. The six-month frame warranty is additional to statutory consumer rights.
Swatches and customisation
Choosing colours, fabrics and options
Can I request a fabric swatch?
Yes, where available. Use the Swatch Request page and provide the product, colour or fabric details.
Will a swatch match the finished furniture exactly?
A swatch is a guide. Dye lots, lighting, pile direction and natural variation can cause small differences.
Can furniture be customised?
Customisation may be available for selected products. Contact Brooklands before ordering for options, pricing and lead time.
Can I cancel customised furniture?
Personalised, customised or made-to-order goods may be excluded from change-of-mind cancellation rights. Faulty or misdescribed goods remain subject to applicable rights.
Collection and assembly
Additional services
Can I collect my order?
Yes. Collection can be arranged from the West Yorkshire collection point. Contact Brooklands in advance to arrange a suitable time.
Do you offer furniture assembly?
Yes. Assembly is available on request from £30 depending on the product and complexity. Arrange it before delivery.
Will the delivery team remove packaging?
Yes. Protective packaging can be removed and disposed of at no extra charge after a completed delivery.
Care and materials
Looking after your furniture
How should I care for upholstered furniture?
Follow product-specific guidance, vacuum gently with a suitable attachment, treat spills promptly, avoid harsh chemicals and protect furniture from excessive sunlight, heat and moisture.
Why do cushions soften or settle?
Cushion fillings naturally settle and soften. Regular plumping, rotating and reshaping helps maintain comfort and appearance.
Why does velvet change shade?
Velvet pile reflects light differently according to direction, pressure and viewing angle. Shading and pressure marks can be normal characteristics.
Are natural variations considered faults?
Small differences in grain, colour, texture, shading, weave and natural markings may be inherent material characteristics rather than faults.
Need more help?
Speak with Brooklands
For existing orders, include your order number, customer name and delivery postcode. For visible delivery damage, contact us on the same day.
Couldn’t find the answer?
Contact Brooklands and our team will help with your product, order or delivery question.
