Frequently asked questions

Everything you need to know about ordering, delivery, made-to-order options, returns and aftercare. As a family-run, authorised dealer with over 40 years' industry experience, we are always happy to help, so if your question is not answered here, call us on 01473 807500 or email info@lockwoodhume.co.uk.

 

Ordering and pricing

Do your prices include VAT?

No. All prices on our website are shown exclusive of VAT and displayed as "£X +VAT". VAT is added at checkout. For configurable products you will see "from £X +VAT", because the final price depends on the options you choose.

What does "from £X" mean on a product?

It means the product is configurable. The starting price reflects the base specification, and the final price varies with the options you select, such as fabric, frame material, armrests, headrest, tilt mechanism or seat-depth adjustment. To see an exact price for your configuration, build it on the product page or call us on 01473 807500.

Do you offer a price match?

Yes. Seen a lower price? Get in touch with the details and we will look to match or beat it. Call 01473 807500 or email info@lockwoodhume.co.uk.

 

Delivery

For full details, see our Delivery Information page.

 

Is delivery free?

Yes. Delivery is free on all priced items to UK mainland addresses, excluding the highlands and islands.

Do you deliver to the highlands, islands or outside UK mainland?

We can deliver outside UK mainland on request. Costs vary by location, so please call us on 01473 807500 for a quote.

How long will delivery take?

Delivery times are shown on each product page. Where a time is not stated, we confirm it when you order. All quoted times are guidance only. Made-to-order lead times vary by brand, so please see the table further down this page.

Will my whole order arrive together?

Not always. Orders ship from regional distribution centres or direct from the manufacturer, so if you order several items they may arrive separately.

Where will my delivery be left?

For health and safety reasons, all orders are delivered to the ground floor only.

Can I book a delivery time?

Deliveries are made during normal working hours, 9am to 5pm Monday to Friday. We are not able to arrange timed deliveries, so please make sure someone is available to receive your order.

Do I need to assemble anything?

Some items need basic assembly. Please keep all packaging until assembly is complete.

 

Made-to-order and Design Your Own

For the full range of options, see our Design Your Own page.

What is Design Your Own?

Design Your Own is our made-to-order customisation service. You can choose from multiple colours and upholstery, frame materials in aluminium or hardened plastic, adjustable armrests, headrests, tilt mechanisms and seat-depth adjustment, so your chair suits the way you work.

What is Quick Ship?

Quick Ship covers selected models held in stock for fast dispatch. Look for the Quick Ship label on product pages.

How long do made-to-order items take?

Lead times depend on the brand and the fabric you choose. The guide below covers the brands with published lead times. For any brand not listed, your lead time is confirmed when you order. All times are guidance only.

 

Can I cancel a made-to-order item?

You can cancel a made-to-order order within 24 hours at no charge. After 24 hours, because the item is built to your specification, cancellations incur a minimum 40% charge.

 

Returns

What is your returns policy?

You can return unused items in their original packaging within 14 days. Made-to-order items are built to your specification, so the made-to-order cancellation terms above apply to those instead.

 

Products and brands

Are you an authorised dealer, and are your products genuine?

Yes. We are an authorised dealer for HAG, RH, Giroflex, KAB, Ergohuman, Senator, Torasen, Hood Seating, Lavoro, Be-Ge, Recaro, Bambach and MDK. Everything we sell is brand new and genuine.

Do you sell chairs for heavier users?

Yes. Our heavy-duty and bariatric range covers capacities from 20 to 35 stone, including 24-hour rated models.

Do you sell chairs for intensive or 24-hour use?

Yes. We stock 24-hour and intensive-use chairs built for shift work and long sessions, from brands including RH, Be-Ge and KAB.

Warranty and aftercare

What warranty do your products come with?

Our furniture is covered by manufacturer guarantees ranging from 1 year to a lifetime, depending on the brand and model. The guarantee for each product is shown on its page.

How do I make a warranty claim?

Call 01473 807500 or email info@lockwoodhume.co.uk with your order details, and we will help arrange it.

Support and services

Do you offer a workstation assessment?

Yes. We offer a free independent DSE (display screen equipment) assessment to help you choose a setup that supports good posture and comfort. See our Workstation Assessment page.

Do you install furniture?

Yes. We offer a professional installation service for all our furniture. Pricing is on request, and installation is normally included in project work where we also handle space planning and design. Call 01473 807500 to discuss your requirements.

Do you handle larger office projects?

Yes. Our project work covers space planning, design and installation for commercial fit-outs, from single rooms to full offices.

Contact

How do I get in touch?

Call 01473 807500 or email info@lockwoodhume.co.uk. You can also use our Contact page.

What are your opening hours?

We are open Monday to Friday 8am to 6pm and Saturday 8am to 1pm. We are closed on Sunday.