Frequently asked questions
Is there any charge for delivery, construction, and removal of old items?
The prices on the site are fully inclusive so there is no additional costs delivery, construction and removal of old items. This is all included as standard.
Will TFS build all my items for me?
All items that require to be built will be put together by TFS installers when on site. If you do not wish to have the item built you must inform TFS however please note that this will void the warranty.
What is the warranty policy?
Our goal is for every customer to be totally satisfied with their purchase. If there is an issue with our products that are not caused through mis-use, please contact our customer service team who will be able to process your warranty return on your behalf.
Will beds be built at no extra cost?
All our beds are built at no extra cost to yourself. This ensures that you will get the most out of our beds as we can check that your bed is built to the highest quality standard so that they can last for as long as possible.
What should I do in the event of a change of address?
Please contact us in the first instance so we can investigate and contact Family Fund. Then if everything is agreed upon then they can update your address so that delivery can continue as planned.
Can I add extra to my award amount?
Yes, if you need or would like to spend more than your award amount then you can pay anything extra yourself. At the checkout you tick the box to apply your Family Fund Grant to your order and then enter your card details to pay anything extra.
Once I've placed my order, How do I arrange delivery?
Once your order has been placed, we will confirm your order on our end and once we've confirmed your order we'll send an e-mail (and a text if we have a mobile number to contact) with a link to allow you to arrange delivery on a day that suits you. On the day of your delivery the delivery team will contact you to let you know that they're on their way.
Why does the product I have had delivered vary slightly from what is pictured?
We buy our products to a set specification rather than committing to a single brand or supplier. This is a deliberate choice — it lets us keep items in stock and available so you're not left waiting when one supplier runs low.
The trade-off is that, from time to time, a product may be supplied by a different manufacturer. When that happens you might notice a small difference in shade or styling compared to the image shown. The specification — size, materials, and quality — will always match what's advertised.
I have a question about my order or delivery.
If you've got any questions or anything that you're unsure about please feel free to contact our customer service team either by phone or by e-mail using the details on the contact page and we'll be happy to help in any way we can.
