Frequently Asked Questions (FAQs)
Frequently Asked Questions
How much is delivery?
Delivery to Mainland England and Wales costs £69.
For delivery to the following locations, please contact us for a personalised quotation:
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Scotland
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Northern Ireland
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Isle of Wight
Deliveries to these locations may take longer than our standard delivery timeframe.
Please call 01202 130607 or email info@oasishomeandgarden.co.uk for a quotation.
How will my order be delivered?
Depending on your location and the size of your order, delivery will be made either:
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Kerbside on a pallet; or
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Using a one-person delivery service.
The delivery method is determined by your location and order requirements and cannot be selected during checkout.
For pallet deliveries, the pallet will not be collected and will remain the customer’s responsibility to reuse or dispose of.
Before dispatch, you will be contacted to arrange a suitable delivery date.
Deliveries normally take place between 8:00am and 8:00pm. Someone must be available at the delivery address to receive and sign for the order. Deliveries cannot be left unattended.
What should I do if I have a delivery question?
For non-urgent delivery enquiries, please email:
We aim to respond within two working days.
For urgent delivery assistance, please call:
01202 130607
When will my order be delivered?
The expected delivery timeframe is shown in the product description when you place your order.
Before dispatch, we will contact you to arrange a suitable delivery date.
Delivery timescales may vary depending on the product, stock availability and delivery location.
Can I book a delivery time slot?
Unfortunately, timed delivery slots are not currently available.
Deliveries normally take place within an all-day window between 8:00am and 8:00pm.
Is the furniture suitable for outdoor use?
Yes. Our garden furniture is designed for outdoor use. However, materials and care requirements vary between collections, so please check the individual product description for the exact specifications.
Where a set includes an aluminium frame and synthetic rattan weave, these materials have weather-resistant and UV-resistant properties intended to reduce corrosion, fading and general weathering.
No outdoor material is completely immune from prolonged exposure to sunlight, moisture or severe weather. Gradual changes in colour or appearance may occur over time.
To help prolong the life and appearance of your furniture:
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Clean it regularly using mild soapy water
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Avoid abrasive or chemical cleaning products
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Keep the furniture clear of standing water and debris
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Use a suitable breathable cover during extended periods of non-use or severe weather
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Store cushions clean and dry indoors when they are not being used
Do I need a furniture cover?
A cover is not essential for short periods of normal outdoor use, but a correctly fitted, breathable cover can help protect the furniture’s appearance during extended non-use or severe weather.
The furniture should be clean and completely dry before it is covered. Please ensure there is adequate airflow beneath the cover to reduce condensation.
Cushions should not be left underneath the furniture cover. They should be stored separately in a clean, dry indoor location.
Will the furniture fade in sunlight?
The synthetic rattan used on applicable products contains UV-resistant materials intended to help reduce fading.
However, prolonged exposure to strong sunlight may gradually affect the colour and appearance of any outdoor material. UV resistance reduces the effects of sunlight but does not guarantee that fading, discolouration or weathering will never occur.
Are the cushions waterproof?
No. Our outdoor cushions are shower-resistant rather than waterproof.
They should be removed during persistent or heavy rain and stored clean and dry indoors whenever they are not being used.
Please ensure that cushions are completely dry before placing them into storage.
What is covered by the five-year guarantee?
Where a five-year guarantee is advertised for a product, it applies to the structural metal frame unless otherwise stated in the product description or written guarantee terms.
The limited guarantee does not normally cover:
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Cushions or cushion covers
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Glass
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Synthetic rattan weave
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Fittings and moving components
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Cosmetic deterioration
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Gradual fading or normal weathering
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Accidental or deliberate damage
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Misuse, neglect or improper storage
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Damage caused by unsuitable cleaning products
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Commercial use, unless agreed in writing
A guarantee claim will be assessed according to the product’s age, condition, maintenance history and the nature of the reported problem.
The guarantee is provided in addition to your statutory consumer rights. It does not replace, restrict or affect those rights.
Can I cancel my order before delivery?
For orders placed online or by telephone, you may cancel the order before delivery by emailing:
Please provide:
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Your order or invoice number
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Your name
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Your delivery address
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Details of the item you wish to cancel
If the order has already been dispatched, you may be responsible for the direct cost of returning or collecting the goods under our change-of-mind returns policy.
Return or collection charges will not apply where we are responsible for the return because the goods are faulty, damaged or not as described.
Orders placed in our showroom do not automatically qualify for change-of-mind cancellation rights. Any cancellation will be considered in accordance with the terms agreed when the order was placed and your statutory rights.
Can I change the furniture set I ordered?
Where your order has not yet been dispatched, please email:
Include your order details and the model you would like instead. We will confirm whether the change is possible and advise you of any difference in price, delivery cost or availability.
Once an order has been dispatched, it may need to be handled as a cancellation and return.
Can I return my furniture after delivery?
For orders placed online or by telephone, you may cancel your order by notifying us within 14 days of receiving the goods.
After notifying us, the goods should be returned within a further 14 days. Please see our full Returns and Refunds Policy for details of our extended returns arrangements.
You may inspect the furniture as you reasonably would in a showroom, but it must not be used, assembled or handled beyond what is reasonably necessary to inspect it.
The furniture must be securely packaged for its return journey. We recommend retaining and reusing the original packaging wherever possible.
For change-of-mind returns, customers are responsible for arranging and paying the direct cost of returning the goods.
Oasis Home & Garden may be able to arrange collection on your behalf for a charge of £120, subject to location, availability and suitable access.
Where a valid cancellation applies, refunds will be processed in accordance with our Returns and Refunds Policy and applicable consumer law. A reasonable deduction may be made if the goods have been used, damaged or handled beyond what is reasonably necessary to inspect them.
These conditions do not apply in the same way to goods that are faulty, damaged or not as described.
What should I do if my furniture is damaged on delivery?
Please inspect your order as soon as reasonably possible after delivery.
Where possible, visible delivery damage, missing parts or discrepancies should be reported within 48 hours. Reporting the matter promptly helps us investigate it with the delivery company and arrange a resolution quickly.
Please email info@oasishomeandgarden.co.uk and provide:
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Your order or invoice number
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Your name and delivery address
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A description of the damage
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Close-up photographs of the affected area
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Wider photographs showing the complete item
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Photographs of the packaging, where relevant
Please retain the original packaging wherever reasonably possible until the matter has been investigated.
We will assess the information provided and arrange an appropriate remedy where the damage is confirmed.
The request to report visible damage within 48 hours does not affect your statutory rights. Glass and other components are not automatically excluded from consideration because the issue was reported after 48 hours.
What should I do if cushions are missing?
Cushions and other components are sometimes stored beneath the furniture or secured underneath support bars for transportation.
Please inspect the underside of every item carefully.
If anything is still missing, email info@oasishomeandgarden.co.uk with:
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Your order or invoice number
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A list of the missing items
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Photographs of the complete furniture set
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Photographs of the underside of each relevant item
This will help us verify the contents and resolve the matter as quickly as possible.
Why should I keep my invoice?
Your invoice is your receipt and contains important information about your order.
Please retain it because the order or invoice number is the quickest way for us to locate your purchase and assist with a delivery, return or guarantee enquiry.
If you no longer have your invoice, we may accept other suitable proof of purchase, such as an order confirmation or bank or card statement.
Can I purchase an individual chair, table or sofa?
Our furniture is generally sold as complete sets exactly as shown in the product description.
Individual chairs, tables, sofas and other components are not normally available separately unless they are specifically listed for individual sale.
Can I purchase replacement cushions or glass?
We do not currently sell replacement cushions, cushion covers or glass separately.
Availability may occasionally vary, so please get in touch with us if you need help identifying a suitable replacement or checking whether a component is available.
