FAQ

We hope we have them all covered, but if not please call us or send us an email.

We are working hard to answer all your question from Monday to Friday between 9am and 5pm. 

Call: 0800 772 3766

Email: info@clubrattan.co.uk

 

Q. What is the delivery time on a garden set?

A. We strive to get your order delivered between 3-7 working days. You will be contacted by the delivery company regarding your delivery date.

Q. Can I change the delivery date to a later date?

A. If the proposed date doesn't work for you, you can change it to a later date directly with the delivery company and then confirm the newly proposed date.

Q. Do you have a showroom?

A. We operate exclusively online, so we do not have a showroom.

Q. Are the cushion covers machine washable?

A. Most covers have a zip, but it is very hard to take the covers off and put them back on without breaking the zip and keeping the cushion evenly filled. There are many YouTube tutorials available to show the best way to do this. Taking the covers off to wash is at your own risk. The covers are machine washable on the hand wash program. 

Q. Are the cushions waterproof?

A. No, the cushions are not waterproof. When they do get wet, it is important to let them dry properly and not cover them up. The internal cover material will disintegrate when the cushions get wet. The life span of your cushions will reduce significantly if they are left outside, exposed to the elements. Because of this we recommend that you keep your cushions stored inside/in a dry place, even when using a rain cover for your furniture.

Q. I am missing a cushion. What should I do?

A. Please check underneath all of the sofa bases and stool bases, inside the framework. The cushions love to get stuck in there, and can be so easily missed. In the unlikely event that a cushion is missing, please contact customer service.

Q. What are the frames made off?

A. All our frames are made of galvanised steel. The frame is welded together and coated with a protective layer afterwards, so it won't rust. Often customers prefer a more expensive aluminium frame which will never rust, but the rattan is the more vulnerable part of the sofa. The combined quality of the galvanised steel frame and the thick rattan we use, will make our sets last just as long... so they are great value for money. Added bonus of the steel frame is, that it is heavier too, so less chance of your garden set being blown over your decking in the wind (which can damage the rattan).

Q. How do I protect my set from heat damage?

A. It is important that you keep your set protected from sources of reflected heat, extreme heat or naked flames. This can include reflected sunlight which can be focused onto the rattan by everyday objects like sunglasses/drinking glasses left on or near the set, or any reflective surfaces present in the garden such as mirrors, lights or metallic flower pots & urns. Please also be careful when using naked flames such as those from firepits.

 

Q. Why is the rattan under the glass table top sagging in the sun?

A. Due to the nature of the PE Rattan, the rattan weave may sag under direct sunlight but will return to its normal state upon cooling. To help reduce this occurrence we recommend using a parasol where possible, outside, exposed to the elements.

Q. Can you swap the short side of the corner sofa to be on the right?

A. Most of our garden sets are as in the pictures and the arm can't be moved to the other side. Some sets are modular though, like the Blossom and Willow, so we have added to the Features and Description that the configuration is flexible.

Q. What are the black clips for that came with my sofa set?

A. The black clips keep the sofa sections together and go underneath the sofa, where the 2 sections meet.

  Clips for the Sofa Sections  Clips for the small grey rattan sofa sections

Here is a link on the best way to attach the clips to your furniture: https://youtu.be/LcwEXgTigeQ

Q. What Warranty do you give?

A. We give a standard 1-year manufacturer's warranty, but if anything happens after a year, please let us know and we will always see what we can do.

Q. How to clean my Red Hellion Pizza Oven?

A. Make sure the Pizza Oven is cool. 
- Cleaning the outside: eliminate the grease from your outdoor pizza oven by rubbing the area in question with vinegar and water-soaked sponge.
- Cleaning the Pizza Stone: using your brass brush, scrub the pizza stone thoroughly and wipe away all particles with a damp rag. Allow the stone to air dry. Before storing, you want to be sure your stone is 100% dry.

Q. What if my goods arrive damaged?

A. In the unfortunate situation where you receive damaged goods, please email us your order number and an explanation of the issue alongside some images of the damage. We will always try our best to amend these types of issues, so please do not worry.

Q. What is your returns policy?

A. If you are not happy with your order, we will still be friends! You can return your order up to 30 days after it has been delivered to you. Please just message/email us requesting a return, alongside an explanation as to why you would like to return your product.

Q. Do you deliver to Northern Ireland, Republic of Ireland and the Channel Islands?

A. Please, check our Delivery Information to see the cost and delivery times. We do not currently delivery to the Republic of Ireland, but we hope to be able to do so in the future.

Q. Why does my Postcode not get recognised at checkout?

A. There are 1000s of postcodes in the UK and occasionally some might be missing from our list. If you get a message at checkout that there is no delivery available for your postcode, please contact us and we will rectify the problem straight away.

Q. Can I track my delivery?

A. If you have ordered a rain cover, you will receive an email from DPD once the item has been dispatched. This email will allow you to track your order. If you ordered garden furniture, and live in Zone 1 or 2, you will be provided with a 3hr time slot for delivery and you can also request to have the driver call you 60 minutes prior to delivery. However, if you live outside of Zone 1 and 2, there is no tracking for the Pallet Delivery in the these postcode areas.

Q. Will the delivery driver help getting my new Garden Set into my garden?

A. If you live in Zone 1 or 2, your new garden set will be delivered into your garden and will be unpacked. In the other Zones, we provide a Kerbside Pallet Delivery only. 

Q. Can you dispose of my old furniture?

A. Unfortunately the answer is no.

Q. Can you deliver on a Saturday?

A. Yes, we can deliver on Saturdays in most UK postcode areas. This is not part of our standard delivery service though. The delivery company charges us an extra £60 for this service, which we will have to pass on to you. Please inform before ordering if this service is available in your area.

Q. Can my 15-year-old child sign for the delivery?

A. No, someone over 18 years old needs to be available to sign for the delivery.

Q. Do you offer a Pay Monthly Scheme?

A. No, at this moment we do not offer credit.

Q. Where are your products made?

A. Our products are manufactured at a factory in China and are then shipped to us in containers. This means that there is, on average, a 6-week waiting time between manufacturing and stock arriving at our warehouse.