Frequently asked
QUESTIONS

Here we’ve answered some of our most commonly asked questions about our products, service and policies. But if you can’t find what you’re looking for, please just contact us and we’ll get back to you.

  • Product

    Q. Can I order a fabric sample?

    A. Why yes of course! It can be tricky to see the true colour of a chair or footstool online so it’s best to order a swatch first. This can be done via the individual product page or by contacting us. Please note that there can be slight colour variations when a new fabric roll is used.

    Q. How durable are the chair and footstool fabrics?

    A. The fabrics on our chairs and footstools all undergo a Martindale test, also known as a rub test. The higher the score, the more durable the fabrics are. All the fabrics on our chairs and footstools measure over 30,000, making them ideal for home life and also commercial use.

    Q. Some of your products require assembly. How easy are they to put together?

    A. All of our products come with detailed, easy-to-follow assembly instructions, therefore you shouldn’t run into any problems.  We are of course here to help if you do!

  • Orders

    Q. Can I cancel my order?

    A. Please contact us to cancel an order and providing the item has not yet been dispatched we will refund you the full amount. If the item has been dispatched we will refund you minus a collection fee (the collection fee will be displayed under each individual product).

  • Delivery

    Q. How long will delivery take?

    A. Each product has its own delivery timescale. Therefore, please check the item you are interested in under the ‘Delivery’ dropdown.

    Q. Will I be notified before my delivery arrives?

    A. You will receive an email containing tracking details so that you can monitor the progress. In Addition, you will also receive a text/email from the courier confirming an estimated delivery time.

    Q. Where do you ship to?

    A. We currently only ship to U.K. mainland which excludes Northern Ireland and some outlying locations.

    Q. Can I delay my delivery?

    A. In some circumstances this is possible. If you would like to delay delivery, please contact us before placing an order to see if this can be arranged.

    Q. What happens if I have only received part of my order?

    A. If you have ordered multiple items and one is on backorder, we will dispatch the items that we have available.  For items available on backorder, this information will be displayed under the ‘Delivery’ dropdown in the product information.  We will then deliver the backordered pieces once available.

    Q. What happens if I am not in when you deliver my product?

    A. The courier will leave a ‘Delivery Attempted’ card containing detailed instructions on how to re-arrange delivery.  You will then be able to contact the courier to schedule a suitable redelivery time.

  • Returns

    Q. What is your returns policy?

    A. We offer a 30 day return policy providing the item is unused, in the original condition and in the original packaging. We do however charge a collection fee. Please check the individual item to find out what the collection fee charge is.

    Q. What if my item is damaged?

    A. Please contact us if your item is damaged.

  • Klarna - Pay Later in 30 Days

    Who is Klarna?

    Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

    How does Pay later in 30 days work?

    Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk​.

    Am I eligible for Pay later in 30 days?

    To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

    How can I increase my chances of being accepted for Pay later in 30 days?

    Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

    Will a credit search take place against me?

    Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Julian Joseph run credit searches against you that could impact your credit rating.

    Why have I not been offered Pay later in 30 days?

    Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

    What are my payment options with Klarna?

    You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

    What happens if I cancel or return my order?

    As soon as Julian Joseph have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

    What happens if I don’t pay for my order?

    Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

    I have been asked to go to the Klarna site. Is this correct?

    If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

    What do I need to provide when I make a purchase?

    If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important that you give us the correct details, as otherwise you will not receive the payment information.

    Is my payment information safe?

    Payment information is processed securely by Klarna. No card details are transferred to or held by Julian Joseph. All transactions take place via connections secured with the latest industry standard security protocols.

    Can I pay before the due date?

    You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

    Have you received my payment?

    If you pay by card, Julian Joseph will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or ​www.klarna.com​/uk.

    What happens to my statement, when I’ve returned the goods?

    Once Julian Joseph has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

    I’ve received a statement, but I’ve not yet received my goods.

    You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Julian Joseph to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?

    As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

    I have asked for a refund. How will I be refunded?

    If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

    I haven’t received an email with my statement/payment information.

    If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

    I still have questions regarding payment, how can I get in touch?

    Visit Klarna app ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.

     

  • Klarna - Pay Later in 3 Interest-free Instalments

    Who is Klarna

    Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

    How does Pay later in 3 interest-free instalments work?

    Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by [MERCHANT] and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

    Am I eligible for Pay later in 3 interest-free instalments?

    To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

    How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

    Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

    What do I need to provide when I make a purchase?

    If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

    Will a credit search take place against me?

    Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Julian Joseph Ltd run credit searches against you that could impact your credit rating.

    Why have I not been offered Pay later in 3 interest-free instalments?

    Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

    What are my payment options with Klarna?

    Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

    What happens if I cancel or return my order?

    As soon as Julian Joseph Ltd have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

    What happens if I don’t pay for my order?

    Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Julian Joseph from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

    I have been asked to go to the Klarna site. Is this correct?

    You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

    Is my payment information safe?

    Payment information is processed securely by Klarna. No card details are transferred to or held by Julian Joseph. All transactions take place via connections secured with the latest industry standard security protocols.

    Can I pay before the due date?

    Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

    Have you received my payment?

    Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at ​www.klarna.com/uk​.

    What happens to my statement, when I’ve returned the goods?

    Once Julian Joseph has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

    I’ve received a statement, but I’ve not yet received my goods.

    In the event that your goods have not been received please call Julian Joseph to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?

    As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

    I have asked for a refund. How will I be refunded?

    Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

    I haven’t received an email with my statement/payment information.

    You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

    I still have questions regarding payment, how can I get in touch?

    Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.

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