FAQ's

We have tried to provide as much information on our products and services as possible when constructing the website but if you still can’t find what you’re looking for or you have a question please check out the FAQ section below. If you still can’t find the answer or you’d like to ask questions about are bespoke service call our helpful team on 02392812835 or email sales@victorianasouthsea.co.uk

Delivery Questions

What types of delivery Service do you offer?

We offer 2 types of delivery service; local and nationwide. Our local delivery service covers all of Hampshire, Surrey, West Sussex and some areas in East Sussex, Wiltshire and Berkshire. All of our local deliveries are carried out by our own, very experienced delivery team who will place all items in a room of your choice and assemble any large items.

Our nationwide deliveries are carried out by a highly recommended courier company who specialise in furniture home delivery. They cover most areas in the UK but exclude some areas of Scotland and Wales. If you are not sure if your address is covered please contact our team on 02392812835.

How long will my delivery take?

Once your order has arrived we will contact you to arrange delivery of your items. We will attempt to deliver your items within a week of them arriving at our warehouse but we can hold items longer by request if you are not ready to receive them. Nationwide deliveries may take up to 10 days to arrange.

What days do you deliver?

Our normal delivery days for local deliveries (see ‘Types of delivery’ above) are Wednesday through to Saturday. Nationwide deliveries outside of our local delivery area are available 6 days a week, from Monday – Saturday, with additional charges applicable to weekend deliveries.

What can I expect on my delivery?

To keep your items in the best possible condition, they are carefully packaged to avoid damage during transit. When you receive your goods, please remember to keep the packaging until you're 100% satisfied with your order. In the unlikely event that you need to return the item we can only accept it in suitable packaging. When we deliver your furniture you will first be asked to sign to ensure the packaging is ok. All items will then be removed from the packaging and placed in a room of your choice. The driver will give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify any faults with your order may result in a charge for return transport being taken off your refund. Similarly, if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Failure to identify any faults until a later stage may result in a return transport fee being taken off any refund that may be issued.

How much will my delivery cost?

The delivery cost will depend on the total value of your order or the area you are in. All orders over £750 qualify for our free standard delivery nationwide (This excludes certain postcodes listed below). Please note that this delivery service does not necessarily include the assembly of larger items. If you live outside our local delivery network and wish for larger items like wardrobes and beds to be assembled, you will need to purchase the ‘assembly required’ optional charge when on the product page during the ordering process.

If your order is less than £750 then you will be charged for delivery based on where you are in the country. To find out how much it will cost and if the assembly charge is included please refer to the table below: -

Post CodeCostAssembly Included in Price
PO1 - PO6 £10 Yes
PO7 - PO10 £15 Yes
PO16-PO17 £15 Yes
PO11 - PO15 £20 Yes
PO18 - PO19 £25 Yes
PO20 - PO21 £30 Yes
PO22 £40 Yes
GU28 - GU32 £30 Yes
GU27 – GU34 £35 Yes
GU26 & GU35 £40 Yes
GU7 – GU10 £45 Yes
GU1 – GU5 £50 Yes
GU6 £45 Yes
SO30 – SO32 £30 Yes
SO21 – SO24 £35 Yes
SO14 - SO19 £35 Yes
SO50, SO52 & SO53 £35 Yes
SO51 £40 Yes
SO20 £40 Yes
SO40 £45 Yes
SO42 £45 Yes
SO43 £45 Yes
SO45 £45 Yes
SO41 £50 Yes
ALL OTHER POSTCODES
(Excluding those listed below)
 £50 No

Unfortunately, there are some post codes that we can’t deliver to through our standard delivery network. If you live in any of the areas with the following post codes, please contact the shop on 02392812835 and we will attempt to find another way of delivering your furniture to you. Here is a list of post codes we can’t cover in the standard delivery service: -

IM, CE, HS, KW15 - KW17, PA41 – PA78, PH42 – PH44, KA27 – KA28, TR21 – TR25.

If you live in any of the above post codes and would like to arrange a delivery, please contact the shop on 02392812835 and we will try and find a solution for you.

What time slots do you allow for delivery?

If you are having a local delivery (see above), we will give you a 2-hour time window between the hours of 10am and 5pm in which you or someone over 16 years of age, will have to be available to take delivery of your furniture. Should you require, you can request for one of our delivery team to contact you 30 minutes before delivery.

If you are having a nationwide delivery you will be given a 3-hour time slot and you will also be called one hour before delivery to confirm your time.

Do you assemble furniture when you deliver it?

If you are having a local delivery, the cost of assembling any large items of furniture and putting them in a room of your choice, is included in the delivery price (Excluding metal framed beds). Most of the smaller items will come already assembled and will be delivered as such. There are some smaller items such as coffee, console and lamp tables that may require the legs bolting on. In these cases, they will be delivered boxed and the customer will have to assemble, unless arranged with us prior to delivery.

If you are having a delivery courtesy of our nationwide delivery company, there will be an extra charge of £49 per item you require assembled. You will have to select this optional charge at the point of ordering your items on the website. Deliveries in our local delivery network will not need to select this charge. Items that require assembly are usually the larger bedroom items such as wardrobes and beds.

If you are unsure if you have to pay the extra assembly charge or not please refer to the above question regarding ‘delivery costs’.

Can I cancel my delivery and are there any extra charges if I do?

Due to the nature of using a nationwide delivery network, your furniture items will often leave our warehouse approximately 2 days before your delivery date. Therefore, if you decide to cancel your delivery less than 2 working days prior to your items arriving or if the goods have left the warehouse and cannot be delivered due to reasons beyond our control, you will be liable for a £45 fee plus return charges, which apply as follows; £25 per item (0-0.25 M3 (Cubic Meter)) or £49 per item (0.26 M3 +).
All wardrobes have a return fee of £100 per item regardless of cubic metres (M3).

These reasons include, but are not limited to:

  • You cancel your order after the items have been dispatched
  • We are unable to complete the delivery due to access issues
  • You are unavailable or unable to take delivery of your order

To estimate the cubic volume of the items you wish to return please use the following formula: -
Height (H) x Width (W) x Depth (D) = Cubic Volume (M3)

Example: - 180cm (H) x 92cm (W) x 45cm (D) = (M3)
1.80 (H) x 0.92 (W) x 0.45 (D) = 0.74 (M3)

Do you take the cardboard and packaging away?

If you are having a local delivery and we have to assemble the items, then we will also take away the cardboard and packaging from those items. All other items will be left in the boxes. We may be able to remove all items from the packaging but this will have to be arranged prior to delivery and will be at an extra cost.

If you are having a delivery outside our local delivery area, then our nationwide delivery company removes the packaging from all items as a standard feature. Local and nationwide delivery information can be found in the ‘delivery areas’ section of our FAQ page.

Please note, if you think you are likely to return your items you will need to ask the delivery team to leave the packaging with you so you can re-box the items you wish to return

What happens if I can't make my delivery time slot?

If you are unable to be in for the delivery time slot that was arranged for you then you will need to phone our team on 02392812835 as soon as possible to re-arrange. We would have to be informed 48 hours before the delivery at the very latest if you wish to cancel. If you do not inform us prior to 48 hours before your delivery you will still be liable for the delivery charge. You will also be liable for the return costs associated with missing a delivery (explained above). Unfortunately, e-mails are not accepted as a method of cancellation. We require a phone call to cancel any delivery booked.

Ordering Questions

How do I place an order with Victoriana?

We are happy to take your order either by phone on (02392) 812835, online on our website at www.victorianasouthsea.co.uk or in one of our 3 branches, located at 76, 83 & 89 Marmion Road, Portsmouth, Hampshire, PO52BB.

Do I receive an invoice and will I be able to track my order?

Once you have chosen the items that you require we will create an invoice for you that will have a reference number on so you can track your order.

What do I have to pay and when?

We will usually ask for a 20% deposit up front which is payable at the point of sale. The balance will be payable when all of your items have arrived in our warehouse and we contact you to arrange delivery. If you have chosen one of our finance options, a deposit will be required and the balance will be payable through the payment plan set out in your finance deal. (see ‘finance options’ below)

Can I cancel an order?

You can cancel an order at any point within 14 days of placing it by contacting us on 02392812835 or via e-mail at sales@victorianasouthsea.co.uk. All orders cancelled within the 14-day period will be issued a full refund. If we are not informed within this 14-day period, you may be liable for a re-stocking fee of 30% of the total order value. If you have bought an in stock item, off of our shop floor, you will have 7 days to cancel your order and only a credit note or exchange will be offered in these cases.

How long will my order take to arrive?

This will depend on the item, some items we carry in stock and will be able to deliver immediately, especially if they are from our clearance outlet. The majority of our items take anywhere from 2-6 weeks to arrive to us, sofa’s usually being the exception at 10-12 weeks

How can I pay for my goods?

You can pay for your furniture in several ways. In store we are happy to take card payments or cash, unfortunately cheques are no longer accepted. Online we can take payment via PayPal or credit/debit card payments. We accept most major credit/debit cards, all except American Express.

We also offer a finance option that is available online and in store. All finance deals are dependent on age and status and are provided by Divido financial services. If you wish to pay via our finance option a deposit will be required with the balance payable at the end of your agreement period. (See Finance questions)

What finance offers do you offer?

We now offer finance for customers who are over 18 years old, have lived in the UK for at least three years and are placing an order a total value of £750 or more, excluding delivery costs.

Our finance package is available online, over the phone or in store. There are no fees for taking up interest free credit, but we do levy a £2.50 administration charge if the order is cancelled after the finance has been applied for.

A deposit is required at the point of sale of at least 20% of the order value which can be paid by credit/debit card, PayPal or through our finance provider Divido. Once finance has been authorised, it is valid for 90 days, and your first instalment will be payable approximately 30 days after your order has been delivered. Delivery must be to the billing address, and you can select your preferred delivery date when we contact you to say your order is in stock; however, please bear in mind this will be dependent on your finance agreement being verified and we cannot be held responsible for any resulting delay in placing your order.

Finance for qualifying orders can be selected at our checkout, which will take you through to the Divido finance platform for an instant decision. Our finance solutions are provided by Divido ltd.

Examples of credit are:

Orders over £ 750, requires a minimum 20% deposit and 12 months interest FREE credit, 0% APR.

For example; £1200 order, deposit of £240, monthly repayment over 12 months of £ 80 per month, total charge for credit £0.00, total payable £960 (Total order value minus deposit)

For any further information on this, please contact our sales team at sales@victorianasouthsea.co.uk

Cancellations, Returns and Refund Questions

Can I cancel my delivery?

Due to the nature of using a nationwide delivery network, your furniture items will often leave our warehouse approximately 2 days before your delivery date. Therefore, if you decide to cancel your delivery less than 2 working days prior to your items arriving or if the goods have left the warehouse and cannot be delivered due to reasons beyond our control,

These reasons include, but are not limited to:

  • You cancel your order after the items have been dispatched
  • We are unable to complete the delivery due to access issues
  • You are unavailable or unable to take delivery of your order

To estimate the cubic volume of the items you wish to return please use the following formula: -
Height (H) x Width (W) x Depth (D) = Cubic Volume (M3)

Example: - 180cm (H) x 92cm (W) x 45cm (D) = (M3)
1.80 (H) x 0.92 (W) x 0.45 (D) = 0.74 (M3)

Can I return an item of furniture if I do not like it or it doesn’t fit?

If you have purchased an item of furniture directly from the shop you will have 7 days from the day you receive your goods to return the items. If we have ordered the item in for you then a re-stocking fee of 30% will be deducted from any refund or credit issued. You will then be given a credit note for the remaining value of your order, minus the cost of return delivery should it apply.

If you ordered online, you have 14 days from the date you receive your goods to inform us of your wish to cancel. You will be required to return the goods to us, in their original packaging, within 7 days of the cancellation being confirmed.

When we receive the goods back and ensure they are not damaged, we will issue a full refund to the original payment method, within 7 days of receiving back the goods. This will be minus the cost of the return delivery if this applies. The cost of returning unwanted goods is £35, plus return charges, which apply as follows; £25 per item (0-0.25 M3 (Cubic Meter)) or £49 per item (0.26 M3 +).

All wardrobes have a return fee of £100 per item regardless of cubic meterage (M3). Alternatively, you can return your unwanted items yourself for free, to our warehouse in Portsmouth.

Please note, Bespoke furniture cannot be returned if you do not require it or it does not fit (unless the fault lies with us). We reserve the right to only offer a replacement or repair for bespoke items and only in the case of them arriving damaged.

What happens if an item I have ordered arrives and is damaged?

When we deliver to you the driver will give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify any faults with your order may result in a charge for return transport being taken off your refund. Similarly, if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Failure to identify any faults until a later stage may result in a return transport fee being taken off your refund.

In the unfortunate event that an item does arrive damaged we will offer you one of 4 options; you can choose either;

  • a full refund to your original payment method.
  • a credit for the full value of your order (credit notes have no expiration date).
  • an exchange for an item of the same value or,
  • a repair or replacement of the damaged item.

Please be sure to contact us immediately with any concerns you may have regarding your items. All damage and faults must be reported within 28 days of receiving your goods. After the 28-day period ends, we will only be able to offer a credit note or exchange if a fault occurs.

Please note, Bespoke furniture cannot be returned if you do not require it or it does not fit (unless the fault lies with us). We reserve the right to only offer a replacement or repair for bespoke items and only in the case of them arriving damaged.

What happens if my furniture develops a fault after the 28-day return period?

At Victoriana we are proud of our products and offer a one-year guarantee with the majority of our furniture. If a fault appears that is not your doing, please contact us via phone on 0239812835 or via email on sales@victorianasouthsea.co.uk and we will try and solve the issue. In most cases where a repair is not possible we will replace the item for you. Please note that any replacements to nationwide delivery addresses will be liable to a delivery charge. If we can’t repair or replace the item, we will issue you with a credit note. Our guarantee does not include items bought direct from our clearance outlet ‘83’, that have already been marked down in price due to damage or faults.

Please do not, under any circumstances, attempt to repair a damaged item yourself. This will void any warranty held with us.

What is considered damage or faulty?

Please bear in mind that you are purchasing a natural solid wood product which, as a result of its inherent characteristics may require some minor adjustments after reaching the environment of your home. Certain issues will not be deemed as defective or faulty, for example: -

  • On rare occasions, due to extreme climate changes in shipping, doors and drawers may swell slightly making them stiff to open. This can also occur if stored for prolonged periods of time in areas with extreme climate conditions. This issue will normally resolve itself within a matter of days once the timbers acclimatise to their new environment. Victoriana cannot be held liable for faults due to prolonged periods of storage in areas out of our control.
  • While every effort is made to match all colours and finishes, wood is a natural product and there may be variations in colour, grain pattern and shade. This may even occur with items from within the same range. As is common practise when crafting solid wood furniture, certain degrees of filler may also be used to ensure a uniform finish.
  • Our furniture is crafted from natural solid wood timbers and veneers and accordingly there may be small differences in size between products of the same description. All product dimensions specified by us are approximate.
  • Knots and shakes within the grain are a natural occurrence in real wood and therefore, not considered faults. If you believe that your item shows signs of splitting, please take photos of the area and contact us at sales@victorianasouthsea.co.uk.
  • There may be differences in the spacing around doors and drawers; however, this will always be within our quality control tolerances.
  • If it appears that the doors on larger units, such as wardrobes and dressers do not line up, this is usually down to the level of your floor. A good way of getting around this is by buying padded adhesive floor protectors and applying them to either the back left or right foot, until the doors are level.

Failure to care for your furniture in the recommended way will result in invalidation of your warranty. If you need information on how best to care for your furniture, please refer to the ‘How do I care for my furniture’ question below. Should Victoriana UK Ltd deem it impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair, an allowance for a repair, or a refund.

Please note these terms do not affect your statutory rights.

How do I care for my furniture properly?

Once your furniture arrives and is all set up you will want to keep it looking and functioning well. Here are a few pointers to ensure you keep your furniture in the optimum condition: -

  • Do not place solid wood items of furniture in direct sunlight or in areas of extreme heat/cold such as conservatories or bathrooms. Furniture for these rooms will have to be prepared in the correct way so if in doubt, contact our sales team for advice at sales@victorianasouthsea.co.uk
  • Do not place hot or wet cups and plates on the surface of your furniture. This will leave ring marks on the tops.
  • Do not get any abrasive chemicals such as bleach or nail varnish remover on the item of furniture. This will result in damage to the finish.
  • Only use the advised furniture polish, wax or oil when cleaning or restoring your furniture. If you require advice about what is best to use, contact our sales team at sales@victorianasouthsea.co.uk and we will advise you the right product for you.
  • Do not place your furniture next to radiators or air conditioning units. This will severely affect the moisture content in the wood and will result warping or shrinkage.
  • Do not attempt to use your furniture for any purpose that it was not intended. An example of this would be standing on a chair or lamp table. If the item was not built for that purpose it could result in damage to the item.

Kitchen Questions

How do I go about finding the right kitchen for me?

Probably the most important thing to consider when deciding on your kitchen is the size and shape of the room itself. This may seem obvious but it is often overlooked. All we require from you to start you on your journey is a rough diagram of your room with the approximate dimensions. This does not have to be a technical drawing, although if you do have these it would be a great help. All you require apart from the room dimensions are some ideas. Now is the time to start thinking about what kind of units you require, what type of worktops or whether you would like a painted or wooden kitchen. If you have got any ideas from magazines or images you have seen, bring them along with you so we can go through all the options.

How do I place my order for a kitchen?

After your initial meeting where we discuss what would work best for your Kitchen, James, our resident kitchen designer will take over the project. James will make an appointment to come round to your house and do all of the required measurements to ensure they are accurate. He will also do all the technical drawings and check them over with you to see if any last minute additions are needed. If everything is ok and you are ready to order, you will sign the drawings off and place your deposit and the order will be placed.

How long will my kitchen take to arrive?

After you place your order it can take anywhere from 2 – 8 weeks to build and arrive at our warehouse, depending on its size and specifications. A good average wait time is between 4 – 6 weeks. If you are having building work done, we can always work around this and stagger the order so it all arrives when you are ready to receive it.

How much will my kitchen cost?

This is a difficult one to answer. Obviously by their very nature, bespoke kitchens vary hugely in price depending on the materials, finish and number of units involved. We have found that the average cost of a small sized kitchen is around the £3000-£5000 price range, medium sized kitchens around £6000-£8000 and large kitchens can be anywhere from £8000 +. If you are looking for a kitchen contact us at sales@victorianasouthsea.co.uk and one of our designers will contact you.

How do I decide between a solid wood and a HDF kitchen?

There are pro’s and con’s to both solid wood and HDF (High Density Fibreboard) kitchens. Solid wood kitchens have a timeless feel to them and come as pre-built units so you could remove them easily and take them with you if you moved, should you wish. However, due to the climatic conditions of most kitchens, real wood can be more prone to becoming affected in these conditions. This can result in shrinkage and movement in the units in extreme cases.

HDF kitchens do not suffer from the adverse effects of extreme climate conditions but do not have the same appeal as a solid wood kitchen. The units are usually fixed in a certain way that makes moving them problematic. As most of our HDF kitchens come with the options of having solid wood fronts you can have the best of both worlds so why not contact us at sales@victorianasouthsea.co.uk and we will take you through all the options available.