FAQs

Frequently Asked Questions

What is Smiddy Furniture?

Smiddy Furniture is an independent, family-run online furniture and home décor retailer based in Lanark, Scotland. The business is operated by KW Retail Limited, trading as Smiddy Furniture.

Do you have a physical shop?

We are an online retailer and do not currently operate a public showroom. Orders are placed through smiddyfurniture.com and managed by our UK-based customer service team.

How are orders fulfilled?

We work with established furniture and homeware suppliers, and some products are dispatched directly by a manufacturing or distribution partner. Smiddy Furniture remains responsible for your order, customer service, returns and statutory consumer rights.

What are your delivery options?

We offer free UK mainland delivery to mainland England, Scotland and Wales, including road-accessible Scottish Highland addresses. The Isle of Skye and Isle of Seil are also included via their road bridges.

Road-accessible mainland addresses within IV40, PA34, PA38 and PH41 are included. Certain island and remote addresses within these districts are excluded from our standard free-delivery service, including Raasay, Kerrera, Lismore, Luing, Easdale Island, Torsa, Shuna, Muck, Soay and locations around Knoydart and Loch Nevis without road access.

Northern Ireland and other offshore islands are outside our standard free-delivery area. If your address is excluded at checkout, please contact us before ordering so we can confirm whether delivery is available and any applicable charge in writing.

Please see our Shipping Policy for full coverage details and the individual product page for delivery estimates.

How long does delivery take?

For in-stock products, the standard estimated delivery range is 2–4 working days or around 3–5 working days, depending on the product and fulfilment location. Please check the Shipping Info on the individual product page for the range that applies. These estimates run from placing your order to delivery and include order processing and courier transit; they are not additional days after dispatch.

Working days exclude weekends and public holidays. We will contact you if we become aware of a significant delay. Items from different fulfilment locations may arrive separately, each within its own estimated delivery range.

Deliveries to the Scottish Highlands, Skye and Seil may take a little longer. If you need an item by a particular date, please contact us before ordering so we can check the expected delivery timing.

Will all items arrive together?

Items may be dispatched separately when they come from different fulfilment locations or require different delivery services. Separate tracking or delivery information will be provided where available. You will not be charged additional delivery fees simply because an order to a UK mainland address is split into more than one shipment.

Is delivery kerbside or inside my home?

The delivery method depends on the product. Smaller items are normally delivered by parcel courier. Larger furniture may use a specialist furniture courier or pallet service and may be kerbside only. Product-specific information is shown where confirmed; contact us before ordering if access or assistance is a concern.

How do I track my order?

Where tracking is available, it will be included in your dispatch confirmation. You can also use our Order Tracking page or email info@smiddyfurniture.com with your order number.

Can I return an online order?

For most items, you may tell us that you wish to cancel within 14 days of receiving the goods and then have a further 14 days to return them. Goods made to your specifications or clearly personalised may be excluded from change-of-mind cancellation rights. Sale and clearance products have the same statutory rights as full-price products. Please see our Refund Policy for complete details.

What if an item arrives damaged or faulty?

Please contact us as soon as possible, preferably within 24 hours, and provide photographs of the item and packaging where you can. The 24-hour request helps us resolve courier damage quickly but does not limit your statutory rights. Faulty, damaged or incorrectly described goods will be handled in accordance with UK consumer law.

What materials are your products made from?

Materials vary by product. Many furniture lines use solid mango wood, while other items use metal, glass, ceramic, textiles or other materials. Please rely on the materials stated on the individual product page; finish names describe appearance and do not necessarily identify the timber species.

Are your products eco-friendly?

We do not make a blanket environmental claim for the whole catalogue. Where a supplier provides verifiable information about certified sourcing, recycled content or other environmental attributes, it may be stated on the relevant product page.

Which payment methods do you accept?

Available payment methods are shown securely at checkout. The options available can vary by device and order, so please review the payment methods displayed before completing your purchase.

Do you offer promotions?

Current promotions and qualifying conditions are displayed on our website. Please check that a discount has been applied at checkout before completing payment.

How can I contact customer service?

Email info@smiddyfurniture.com or telephone 01555 463464. Our usual hours are Monday to Friday, 9:00am–5:00pm.