FAQ’s

What is your returns policy?

We offer a 14 day home trial, if you are not completely satisfied with your purchase we will collect it and refund you in full, excluding delivery costs. We ask that the items are in perfect condition and that you will be available for us to collect. This excludes items bespoke items or items adjusted to your specifications. Please see our Terms and Conditions for more information

Can I collect my furniture?

Yes, collection must be pre-arranged, simply contact us to arrange this.

Does the price of a bed include a mattress?

The prices stated do not include a mattress.

Can the size of the furniture be altered to suit my needs?

Yes. As all our pine and oak furniture are handmade to order we can accomodate the majority of requests. There may be a charge for this dependent on the ammendments needed. Please do not hesitate to contact us to discuss your requirements. We also offer a full bespoke service, so if you can’t see what you are looking for get in touch and our in house designer will work with you to achieve your perfect peice of furniture. We are unable to alter the sizes of the leather sofas and dining chair ranges (excluding the Junction Bench).

What colour wax do you use?

As standard all our chunky pine and sleeper furniture is finished in our signature Dark Oak Wax unless requested otherwise. We can offer three alternative colours, so your Cool Wood furniture is a perfect fit for your home. Check out the finishes available by visiting our finishes and samples page.

Are samples of the wood available?

Yes, please contact us by e-mail (admin@thecoolwoodcompany.co.uk) or telephone (07791187791).

Where is the furniture made?

Our furniture is handmade in-house by our skilled craftsmen using traditional methods.

What timber is used?

We use seasoned Quebec Yellow Wood and Oak, which is sourced from sustainable forests.

Is the timber you use sourced from environmentally friendly supplies?

All our wood is either reclaimed or sourced from local suppliers. Our supplier in the UK is a member of the Timber Trade Federation, which follows a code of conduct to ensure a responsible purchasing policy. This provides the reassurance of legal and progressively sustainable supplies of wood.

Will the appearance of the wood change over time?

We hand pick our oak and pine timbers to allow us to enhance and celebrate the woods natural properties and characteristics.  Wood will exhibit variations in colour, grain pattern and tone within individual pieces of furniture and between different items of furniture from the same range. It is not unusual for solid wood furniture to crack or split as the timber settles. This is a natural characteristic of the timbers used and is completely normal and does not affect the quality of the product, merely enhancing the individuality and rustic charm of the furniture.

How do I care for my furniture?

Our wax treated furniture is hard wearing and water resistant. Bumps,knocks and scratches which can occur during the furnitures lifetime can be easily and quickly repaired using readily available beeswax. We recommend clear beeswax for more regular use, and a coloured wax when you would like to enhance the colour. The more coloured wax you choose to use the darker the furniture will appear. Please see our online care instructions for more details,

Are my personal details secure?

We use information in accordance with the Data Protection Act 1998. We only collect information that we require to process your order, unless you choose to provide extra information for marketing purposes. We keep information such as your name, address, e-mail, your purchase details. Occasionally we will contact you to inform you of new products, promotions and news from The Cool Wood Company. If you would prefer not to receive information from The Cool Wood Company please notify us by either emailing us or by calling 0800 0113360.

Is it safe to enter my credit/debit card details online?

All our online payment transactions are taken through Paypal.

Paypal is an established, trustworthy online payment method. It has a proven track record in terms of security and is used by many online retailers. Their web site can be viewed at www.paypal.co.uk. Paypal is designed so that we don’t hold any sensitive information on our site, should anyone gain unauthorised access to our database the information they obtain will not allow them to recover credit card details or other sensitive information.

How long would I have to wait to receive my order?

All our furniture is individually handmade to order so for standard orders we quote approximately 8 – 10 weeks. If you need an order sooner, please contact our sales team and we will do our best to accommodate your needs.

What happens once my furniture is ready for delivery?

We will contact you to arrange a convenient time for delivery (Monday to Saturday).