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Frequently ASKED QUESTIONS

Please read our FAQ before sending us a message.

Is shopping on the Jasper and Tallow website secure?

At Jasper & Tallow all online payments are protected by Stripe who is an international business specialising in secure encrypted payment gateway services. Stripe is a global business operating in more than 100 countries with over 100,000 businesses customers using their systems. Through Stripe we accept all major cards from customers around the world on web or in mobile applications. When the order is placed through Stripe all personal credit or debit card information is encrypted.

How secure is my personal information?

At Jasper & Tallow we operate a very strict privacy policy ensuring none of our customers personal information is shared with third parties. Please click here to view our Privacy Policy

What is the availability of items?

All furniture on the website is in stock. In the unlikely event that an item is unavailable we will inform you immediately.

When will my furniture be delivered?

See the product details page for any item of furniture on our website for an indication of the general lead time for delivery. However, our standard lead time is 4 to 6 weeks from receipt of order. A member of our Customer Services Team will be in touch with you following completion of your purchase to arrange a suitable date for delivery.

When do your deliveries take place?

Our delivery team will make deliveries between 8am and 4pm on Monday to Friday.

What happens if I am not at home to receive my delivery?

If no one is available to accept your furniture on the agreed delivery date, we will redeliver to you at a later date but reserve the right to make a further delivery charge which must be paid prior to the redelivery. This will apply even if the original delivery was a  free delivery.

Can I make changes to my order?

If you want to make any changes to your order please email us as soon as possible via the form on our Contact Us page of our website and one of our Customer Services team will respond to you within 24 hours (Monday-Friday). Please be aware that if you do make any changes to your order this may delay the delivery of your purchase and  may also necessitate a change in any prices you may previously have been quoted.

What if my order is late?

Occasionally delays do occur and in the unlikely event that we need to change your delivery date we will let you know straight away. While we cannot be held liable for any delays beyond our control, we will make every effort to keep to the agreed delivery date and will keep you informed of any changes.

What if my furniture arrives damaged?

We take great care to ensure that your furniture arrives at your home in perfect condition but sometimes mishaps do happen in transit. Upon delivery to your home, our delivery team will unwrap the delivery blankets and inspect the furniture for any damage.  Furniture must be checked by you and our delivery team is not permitted to leave goods unchecked. If any damage is identified, our team will agree and inform you and you have the right to refuse the delivery in which case we will take the item away. Our Customer Service team will then contact you as a priority to discuss the best course of action. If we can repair the furniture, we will do so and re-deliver the item back to you free of charge. If we are unable to repair the item we will replace it with a brand new item or give you a full refund.

What if my furniture does not fit through the door?

We do not want you to be disappointed to find that when your new furniture arrives, we just cannot bring it into your home because the doorway is too narrow or the hallway has restrictions. So when ordering your furniture, it is vitally important to make sure that it will fit. In most cases, simply by measuring the access points into your home and comparing this to the size of the furniture you want to buy (see dimensions on our website) you will get a very good idea as to whether the furniture will fit. Additionally, please feel free to email us at us via the <a href=”/contact-us/”>Contact Us</a> form on our website.

Do you deliver Overseas?

Whilst we do not deliver overseas you may organise the paperwork and nominate your own shipper. In this instance we will deliver your furniture to your chosen courier’s depot in mainland UK for onward transportation to you.

See Full Delivery Policy details

Please view our full  Delivery Policy information here.

How do I return my furniture?

Furniture may be returned, for a full refund, within 14 working days from the date of receipt by you. Simply send an email to Customer Services to request a collection. Upon the furniture arriving back to our warehouse, and after an inspection, we will refund to you the monies paid for the furniture, excluding the initial delivery charge and the cost of collection of the furniture. We kindly request that the furniture be returned in the same condition as it was delivered to you.

What is the guarantee period on my product?

Every piece of furniture purchased from Jasper and Tallow comes with the appropriate manufacturer’s guarantee. For detailed guarantee information please review the copy associated with each specific piece of furniture on our website.

Are all your products pre-assembled?

All our products have been pre-assembled before they leave our warehouse.

What are your payment terms?

Full payment is requited at the time of purchase.

Do you offer Interest Free Credit?

We do not currently offer any credit terms at this time.

Failure to arrange a delivery date.

If, despite our best efforts to book a suitable date for delivery, your furniture remains at our warehouse for more than 5 weeks we reserve the right to charge you £20.00 per week for storage until delivery has taken place.

What Internet Browser works best for your website?

Our website development teams use the latest internet browser technologies to optimise your experience of our website; which also improves the security and performance of your system while browsing. It is therefore strongly advised that you use the latest versions of these browsers e.g. Google Chrome, Internet Explorer, Safari, Firefox etc. while using our website. Using an older browser will result in a sub-optimal experience where some features may not work as intended.

How to unsubscribe from our newsletter?

You may  unsubscribe simply by clicking on the unsubscribe link in one of our newsletters.

Where can I find the sizes or dimensions of the furniture?

Each product on the Jasper and Tallow website has its own specific Product Details Page from which one can add the product to your shopping basket. On this same page you will find further detailed information relating to the product including a “Dimensions tab” and a “Delivery tab”.

How can I find a specific product or brand?

If you know the specific name of a product e.g. Herford dining chair or you know the “Collection Name” e.g. Ludlow or Hertford, you can just type this into the “Search Box” in the top header bar of every page. Once the system has competed the search you will be presented with a page containing the search results. The results page will contain and exact match or items closely relating to the search terms you typed into the search box.