Question 1

When can I expect to receive my order?

Accepted Answer

All Bernhardt furniture is made to order. Estimated lead times are typically ready within 8-12 weeks from the date of the order confirmation. Bespoke finishes and custom specifications may vary depending on production schedules.

We will keep you updated throughout the process and notify you once your order is ready for dispatch.

Question 2

What delivery service do you offer?

Accepted Answer

We coordinate delivery on your behalf using trusted specialist furniture carriers.

Available service levels include:
.Curbside delivery
.Two-man delivery service
.Room-of-choice delivery
.Full white glove service (delivery, unpacking, placement, and package removal).

Delivery services are quoted separately and tailored to your location and project requirments.

For US orders, white glove delivery  can be arranged directly from the factory. International shipping is quoted on case-by-case basis.

Question 3

When will I know when my goods have been dispatched?

Accepted Answer

Once your furniture has completed production and your final balance payment has been received, we will confirm dispatch details.

You will be notified:
.When your goods leave the warehouse
.Estimated delivery date
.Carrier details (Where applicable).

For larger projects, we can coordinate directly with your receiving warehouse or installation team.

Question 4

How do I clean/maintain my furniture?

Accepted Answer

Please refer to our furniture care guide which details how to look after your furniture and upholstery.

Question 5

Do you offer international delivery?

Accepted Answer

Yes. Delivery options and charges will be discussed with you prior to making your purchase.

Question 6

What forms of payment are accepted?

Accepted Answer

Our preferred method of payment is bank transfer, however, we also accept all major Credit and Debit card, including American Express.

Question 7

Do I have to pay VAT on my purchase?

Accepted Answer

VAT is applied in accordance  with UK tax regulations.

.UK Residential orders are subject to VAT at the current rate. 
.Trade or International orders may vary depending on delivery location and business status.

If you are purchasing through a registered business, or for export, please contact us prior to ordering so we can confirm the correct VAT treatment.

Question 8

How do I cancel my order?

Accepted Answer

Orders may  be cancelled or amended within 24-hours of order confirmation.

As all furniture is made to order, production begins shortly after confirmation. Once the confirmation period has passed, cancellations are no longer possible and deposits become non-refundable.

To request a cancellation within the permitted timeframe, please contact us via email as soon as possible quoting your order reference.

If you are unsure about any specifications prior to ordering, we strongly recommend requesting finish and fabric samples to ensure complete confidence before confirming your purchase.

Question 9

Can you deliver to a hotel/ public space?

Accepted Answer

Trade deliveries can be made to any space; however, consumer deliveries are only usually made to a home address unless there are extenuating circumstances.

Question 10

My wooden furniture is scratched, can I do anything about it?

Accepted Answer

We suggest that great care is taken during use to protect your furniture. If scratches do occur, a professional polisher can be employed to repair minor scratches or marks that develop during use. You are welcome to send images of the damage and we will do our best to advise on the best way to resolve the issue and can help to arrange a professional polisher to attend. 
Please refer to our furniture care guide.

Question 11

My glass furniture is scratched; can I do anything about it?

Accepted Answer

The nature of glass makes it susceptible to scratches from all use. There are specialist glass polishers that can polish out scratches. We suggest that great care is taken during use, i.e. with coasters and place settings. Please refer to our furniture care guide.

Question 12

Can my order be left in the garden / porch / shed / bin?

Accepted Answer

No, all goods must be signed for upon delivery and checked over to ensure that your order has arrived undamaged.

Question 13

Do you deliver internationally? How long will it take?

Accepted Answer

We can arrange international shipping on your behalf. The international delivery timescale is dependent on whereabouts it is being shipped to.

Shipping will be arranged on a project-by-project basis depending on destination, service level required and whether goods are being delivered to a private residence or receiving warehouse.

Estimated timeframes: 
United Kingdom - Approximately 8-12 weeks from order confirmation. 
United States - Approximately 8-12 weeks with white glove delivery directly from the warehouse. 
Europe and Overseas destinations - Typically 10-14 weeks + depending on customs clearance and final destination.

Once your order is ready, we will  provide full dispatch details and estimated delivery dates.

Question 14

Why do I have to wait so long for production of my order?

Accepted Answer

Our furniture is hand-made to order, and our production team only begin working on furniture once you order it. Each piece is then produced especially for you.

Question 15

Is it solid wood?

Accepted Answer

May of Bernhardt pieces are often crafted using a combination of:

.Solid hardwood
.Premium wood veneers
.Engineered wood for structural integrity
.Natural materials such as stone, metal and upholstery fabrics

The construction approach ensured durability, stability and long-term performance white maintaining the highest design standards.

If you require specific material information for a particular product, please refer to the technical manual (product details)  listed on each product page.

Question 16

Do I have to put the furniture together?

Accepted Answer

Most large furniture will arrive fully assembled.

Some pieces (such as dining tables or beds)  may require minimal assembly, typically attaching legs or positioning components.

If you select a white glove delivery service, the delivery team will assemble and position the furniture for you and remove all packaging.

We strongly reccoment professional installation for larger or more complex items.

Frequently Asked Questions