FAQs

How long will it take for my order to arrive?

Deliveries are usually made within 5 - 10 working days from purchase but can take up to 20 days during lock-down periods. Tracking for deliveries are made available on request from our domestic couriers XDP and DHL. For a full run through of shipping terms see our Shipping policy at the website's footer.  

Do you have to be a member of PayPal to buy from Oslo-To-Go?

No, customers have the choice of either paying through their PayPal account at checkout or as a PayPal guest which accepts Mastercard, Visa Debit, Amex, Discover, Diner's Club and other payment providers.  By following instructions at  PayPal checkout customers will be given guest checkout or creating a PayPal account as an option. We have now also added Shopify, Google or Apple pay options for even more check out options. We use Apple, Google, Shopify and PayPal for accepting all of our customer payments because of their brand recognition and the Buyer protection offered by these excellent providers, meaning whichever they choose, our customers can buy from us with full confidence.

What happens if my order arrives damaged?

Please always check the outer packaging of your order and in the instance that the packaging is shown to be torn open with clear signs of cosmetic damage to the laminate from your furniture, you have the right to refuse your delivery and request another to be sent. However for expediency purposes (and due to the fact that some customers are not always at home to receive their delivery), we suggest accepting the furniture, even if damage is suspected, as it can be quicker for us to replace individual damaged parts than waiting for an entire new flat-pack kit to be sent.

In the event of damage being discovered after receipt of your item, please send a photo in for our recoveries team to review. If the damage is just cosmetic and does not include breakage to a part then we will offer a part refund or gift card to the customer, if preferred, than to a new part being sent. The compensatory amount will vary on a case by case basis depending upon factors such as; the cost of item, the extent of damage and where on the furniture it is e.g. top of coffee table compared to top of wardrobe. All packaging precautions are made by us, to ensure your item gets to you in the brand new condition it is in when it leaves our distribution hub. 

What if I need to order spare parts?

Our factories have in place the highest standard of quality checks, however in the rare event you have damaged, broken or even missing parts, then simply email us with the order delivery number, part code and product description, we will do the rest and cover any fees for spares if quality checks have been missed (including damaged parts caused by delivery). 

Each delivery sent now includes highlighted instructions on the outside of the parcel of how to apply for spare parts, so customers can also take care of replacing damaged parts for themselves if they so wish. If assembly instructions are lost and customers are not able to identify part numbers email us and we will reply with a pdf. copy of assembly instructions. We are always here to help.

Do you have a showroom where I can see the Furniture for myself?

Oslo-to-Go are an e-commerce store only and therefore do not have a physical premises that operates as a showroom. However we are not alone in supplying the public with the Indoor Furniture Group’s popular range of flat-pack furniture and many of the ranges we sell have also made it onto the shop floor at Laura Ashley’s up and down the country. Because we are online only, this also means our running costs are kept to a minimum compared to high street competitors, which means we are happily able to pass on these savings to our customers.

The approximate price difference between us and more recognised retailers of the same furniture, can be seen between our SALE price in red and the crossed out recommended retail price, so the approximate saving made by buying from us, is in full view before you buy.

Can you store my order until we are ready to accept delivery?

If this is the case, please email us after checkout with your name, address, and postcode. We’ll ask our warehouse team to store the item(s) for you, free of charge, and deliver at a later date when you are ready to receive them. 

Do you sell Dining room chairs?

Currently the only dining chairs we have on offer are from our faux leather Milan range which can be purchased along with any dining room set. However we will update all of our customers signed up for our newsletter when we have more to share.  

What happens if I find the same items elsewhere for less?

We do all we can to keep our prices competitive, but if the customer can show us where they have found the same products anywhere else for less, we are prepared to return the difference in form of a store voucher, as long as the items in question are not a part of a sale or special offer from another supplier. This concession is only possible when multi-purchasing from us (buying more than one item).

Do you ship abroad to EU and other destinations

Yes, we have arranged for delivery to Belgium, France and even Portugal since we launch in 2019. All foreign destinations will be treated as non-standard (annexed) delivery addresses and the customer will need to contact us to arrange an additional delivery price. For more on shipping see our Shipping policy terms.

 

For any more information or questions please email us at: info@oslo-to-go.co.uk