Your Technician Visit
How to book or cancel your repair appointment
We use a network of independent furniture repair technicians based across the UK and Ireland. This gives us flexibility to send the technician with the right skills to repair each individual piece of furniture. Because our technicians are independent they can provide us and you with an impartial assessment of your claim.
Each of our technicians has years of experience and we monitor their performance closely and provide regular training sessions to refresh their existing knowledge and introduce them to new skills.
Booking your appointment
If your claim is covered under the terms and conditions of your plan, one of our independent technicians will be in touch to offer you an appointment. The appointment they offer you should be within the next 10 working days. Don’t worry if that isn’t convenient, you can ask them for another date.
Changing or cancelling an appointment
Technicians manage their own diaries so appointments and cancellations must be booked through them. The quickest and most straightforward way to do this is to contact the technician on the phone number they gave you when you first arranged the appointment and advise them directly.
If you need to cancel you must give at least 24 hours’ notice or you may be charged for the visit. The safest and most efficient way to ensure you don’t get charged for a cancellation is to contact your technician as soon as possible. In order to re-book you must arrange a new mutually convenient time directly with your technician. Our team are unable to book a new time and date on your behalf.
Please attempt to contact the technician first, however in the event that you're unable to get through, you can contact us on +44(0)345 266 0626. Our office hours are Monday – Friday, 9am – 5pm.
As we receive a high volume of emails it may take up to 2 working days for us to be able to respond to an email cancellation. We will need your surname, postcode, time and date of the appointment and your claim number, sent to: firstname.lastname@example.org
What happens after the technician visit
In the majority of situations, our experienced technicians will be able to resolve the issue on the first visit, however in the unlikely event they are unable to do so we will aim to replace the affected area (e.g. a cushion cover). If we are unable to source a replacement part then we look to replace your item. If your item is no longer available we would invite you to re-select something similar:
- Replacement parts take on average between 4 to 9 weeks to arrive but may take longer. This lead time is set by the manufacturers who often make parts to order and can be internationally based. We’ll let you know as soon as we have a delivery date.
- Replacement items will also take on average between 4 to 9 weeks. It’s just like ordering new furniture with a shop and will take a similar amount of time as your original furniture did to arrive.