Before: contacting us, making an enquiry or placing an order, you are required to read these terms and conditions in full. These conditions form the basis of any enquiries, purchases or after-sales services.
Please Note: This page contains duplicate information that you will also find on other pages such as: Warranty / Returns Policy. This information will always remain the same regardless of which page you read.
Our website dynamically downloads stock data from our warehouse stock databases. At times there may be a lag with the synchronisation of the stock status of a product resulting in incorrect stock information. If we discover that your order contains erroneous information about your order we will contact you and discuss your options. You will also have the option to cancel your order.
Your order will not be accepted until you receive a confirmation from us stating that your order has been accepted and is in progress. This confirmation may be given in a verbal format or via email. This is to ensure that we have not legally accepted a transaction unless we are certain of the sale particulars and that we are happy for the purchase to go through. In the event that you purchase a product which has been incorrectly priced or described, we reserve the right to cancel your purchase or make the necessary amendments. As of 1 November 2016 all orders are subject to a screening process where we compile publicly available information about you (or your business) and decide whether or not to continue to do business with you. This is to ensure that we trade with good and reputable customers (or businesses).
Order Status updates
We will provide updates about the status of your order via: email and SMS. You can also check the status of your order by logging into your account (if you have an account with us). If, when you place your order with us; you do not receive an email or SMS please contact us so that we can check the reason why and fix this issue. The SMS service is free.
Some products may not be in stock and will need to be manufactured. This means that when you place an order, we will order the supplies and components that make up the product, this can take a little while as we source supplies from around the world. Here are the stages a manufactured product must go through:
1. Design, Drawing & Digital sketch (if required)
2. Logging & Carpentry
4. Sanding, Primer & Finish
5. Upholstery, Trimming
6. Quality Control, Branding & Packing
7. Haulage & Shipping
In total it takes around 12 to 16 weeks for a product to be manufactured from scratch however at times there may be delays due to reasons beyond our control such as: national holidays, banking delays, shipping delays or failed quality inspections. If on the unlikely occasion we are unable to deliver your manufactured products within this timeframe we will offer you a full refund as promised under our MerchantShield Guarantee. After placing your order you should not enter into any formal contracts, agreements or business with any parties that are based on you receiving products in time to honour your agreement with them as we are unable to completely guarantee that you will receive your goods in time. At times we may be unable to manufacture your products based on existing specifications and we may have to make minor adjustments. Examples of specifics which may need to be adjusted are: upholstery, handles, buttons etc. In any such instance, we will be in touch with you to discuss your options. We will not make any adjustments without your approval. This is an important condition which applies to all manufactured products.
We do not currently provide a reservation service however you can order with a deferred payment option. You can read more about deferred payments here.
Conditions which affect your privacy
All phone calls will be recorded for security, monitoring, training and compliance purposes. The recordings will be securely stored in our system and will be deleted after 3 years. If required, we may screen a customer using publicly available information to ensure that they meet our standards of good reputation (this mainly applies to businesses). All World of Thrones drivers will wear body mounted cameras which will always be operating during the time that your delivery takes place. The recordings will be stored securely and only be used for legal purposes.
The photos that we upload onto our website and other sales channels will be subject to various professional enhancements that are not visible to the naked eye including but not limited to: background removal, surface cleaning, colour filtering, colour changing, touch-up enhancements, colour enhancements and watermarking. We also regularly remove fixtures such as screws, bolt points and screw fixtures. This helps to make our images look clean, tidy and professional. The images may not show the actual surface textures or handmade inconsistencies. We frequently generate new photos from existing photos. This is so that we can show our customers a product in a wide range of colour/design options so you are strongly advised to use the photos as a guide rather than consider the photo to be real. To avoid misconceptions we strongly advise all customers to order a colour or upholstery swatch before placing the order. You can order colour samples here.
Buying from: eBay, Amazon or from other channels.
Our products are available to purchase from other sales channels such as Amazon and eBay. By purchasing from those websites you and we are bound by their terms and conditions as well as ours. Where there is a conflict in conditions, their conditions will overrule ours and we are bound by those agreements. You may notice that prices are slightly higher when purchasing from other sales channels, this is because we adjust the selling price to offset any additional costs we incur as a result of selling our products and running our shop from their website. You can purchase our products from any approved sales channel however we strongly advise you to purchase directly from our website, our stores or via our independent agents because not only is it cheaper, but it is faster and you will be able to directly speak to our specialists for assistance.
Bespoke, Customised and Modified products/orders
World of Thrones can design and manufacture products based on your requirements. A product diagram can be produced based on specifications, images or simply ideas. All bespoke orders are manufactured to the highest standards at one of our assigned manufacturing plants. We have years of experience in designing and bringing you fabulous designs, skilled workmanship and prestigious furniture.
– The product design service is subject to a non-refundable fee of £50.00.
– The product design service has an acceptance time limit of 30 days or 5 revisions (whichever comes first).
– This service can not be purchased online as a manual consultation is required.
Bespoke orders are treated in the same was as ‘manufactured’ products. They can take between 8 and 12 weeks to be dispatched to you in addition to the shipping time (depending on your location). Bespoke orders are subject to a consultation (free) and can be paid for in full or via a payment plan.
Bespoke products are exempt from the 14 day 100% money back guarantee and once ordered, cannot be cancelled without a penalty however you can cancel your order within 24 hours of it being placed. When you place a bespoke order we will provide you with a progress schedule (dates on which we send you photos and updates of the current progress of your order). At any time if you do not approve of the product, you are required to inform us so that we can instruct our production team to make the required changes. This is so that the product is not rejected when it is finally delivered to you.
Bespoke orders do not mean that the product design is exclusively yours. We may mass produce a bespoke product and sell to other customers. If you do not want us to do this you must inform us prior to signing the agreement so that we can register this design exclusively for you at an additional cost.
To request a bespoke product price please use the form below
All products include a personal/home use warranty which protects your product against manufacturing defects. It is important to note that if you intend to use your products in a business/public premises or for commercial/retail use then you are required to upgrade the warranty. The length of the warranty differs per product however most of our products come with a 2 year warranty, you can find this information on the product page.
What is not covered?
The warranty does not cover the following:
- General wear and tear
- Incorrect use of the product
- Intentional damage
- Non approved servicing
- Failure to regularly service the product
- Non compliance with the product care guidelines
- If the correct warranty is not held
- If the correct warranty is held but you fail to meet the additional criteria (see below).
Which warranty is right for you?
- Personal/Home Use: If you are using the product at home for personal or family use and are not using it for any business related purpose and do not intend to generate any money from the product then you require: Personal/Home Use warranty.
- Business/Public Use: If you are using the product at a business premises but not directly generating income from it such as: placing the product in a restaurant, hotel lobby or church, then you require: Business/Public Use Warranty.
- Commercial/Retail Use: If you are using the product to generate income, for example: if you have a wedding decoration business and rent the product to your client, then you require: Commercial/Retail Use Warranty
You can choose your preferred warranty on the checkout page before paying for your order.
Examples of use and warranty required:
|Use at home for personal or family use|
|Use inside a business premises (eg. Hotel, Restaurant)|
|Use inside a religious premises (eg. Church, Mosque)|
|Use inside a public premises (eg. Shopping mall, exhibition)|
|Use for hire/rental services|
|Resell as part of a package|
|Any use for which it directly generates income|
Global Warranty & Assistance Program (GWAP):
The Global Warranty & Assistance Program was implemented to ensure that our U.K customers are not treated any more favourably than our non U.K customers. If you are a non U.K customer, your order will be protected under the GWAP by default and free of charge. GWAP ensures that we are able to properly assist international customers and provide and service products no matter where in the world they are. We have done this by linking up with over 500 international furniture specialists who have been audited and are authorised to service World of Thrones products. Regardless of where in the world you are, the GWAP will ensure that you wont have to travel far to have your product serviced.
Additional Criteria for business/public and commercial use warranty:
If you have upgraded your warranty to business/public use or commercial use, you are required to meet the additional criteria (if applicable).
- You must register your warranty with us as additional information is required. You can do that here.
- You must hold the correct type of commercial insurance or public liability insurance in order to validate your warranty.
- You must always be present where the product is being used
- Where the product is being used for financial gain, you must keep a written record of the particulars of each service.
- Your product must have the correct warranty upon order. The warranty cannot be changed once the order is placed.
- In the event that you make a warranty claim, your product will require an inspection. This can be carried out in many ways, we will advise further once you make a claim
- In the event that you make a warranty claim, we will investigate using various means and will only carry out a service if your product holds the correct warranty. If your product does not hold the correct warranty, we will decline the claim and void the remaining warranty.
- In the event of a successful warranty claim we will carry out the service in the following order: 1. Attempt a mobile repair within 7 days or: 2. Attempt an in-house repair within 14 days or: 3. Replace the product within 21 days or provide a credit certificate within 21 days.
- The guarantee does not include cover for fair wear and tear, wilful damage, abnormal storage or working conditions, accident and negligence by you or by any third party and failure by you to operate or use the products in accordance with the product guide.
- If you do not receive a Warranty & Registration document with your purchase that means that your product does not have warranty. This may be the case if you purchase your World of Thrones products from another seller such as an approved or non-approved retailer.
We use a combination of: protection film, industrial wrapping sheets, bubble sheets, cardboard packaging, wooden frame and plywood structures to ensure that the item/s have maximum protection against any damage that could occur during transit. All items are carefully checked prior to dispatch. We will only dispatch the item/s once we are satisfied that there are no defects and that the item/s are the ones that you ordered. We provide a standard level of insurance for U.K mainland deliveries. Goods will be insured against damage during transit. International shipments are not insured by default. We instruct our couriers to take a signature upon delivery of goods as well as photographs of the goods. We keep this information for legal, security, compliance and procedural purposes. We may use this information in the unlikely event that you bring forward a claim for damages, non delivery of goods or any other delivery related disputes. For U.K deliveries, we have a one-driver policy. This means that there will only be 1 driver who delivers your goods to you and he/she may need assistance when unloading. For all deliveries (whether U.K or International) we have a strict ‘front-door’ policy. This means that goods will only be delivered to your front door on ground floor only. The driver will not remove any old furniture, or dispose of the packing materials used to package your goods.
For all orders over £500, The named customer will need to be present at the point of delivery.
For all orders over £500, our delivery driver will be required to visually carry out an identification check. This means that you will be required to show a valid identification document as well as the card you used to place your order (if your order was placed using a card).
Our Department of Quality & Brand Control has carefully and professionally branded all World of Thrones products. By purchasing from World of Thrones you are restricted from removing any branding, labels, hologram labels or factory tags attached to your product as removing them will be in violation of our conditions of sale. In the event that any branding is ever deliberately removed (temporary or permanent) we reserve the right to inform local law enforcement agencies and pass your information to crime reference agencies stating that vital identification systems have been deliberately removed. In the event that branding has become damaged or removed accidentally, please contact us so that we can arrange for replacement branding to be applied to your product.
By purchasing from us, you agree to take care of your product based on the guidelines set out in the product handbook (which you will receive when you purchase the product). Failure to take care of your product will result in guarantee becoming void as well as decrease the overall lifespan of your product. Product care is as important to us as is should be to the customer therefore we provide lifetime free online and phone support and care advice should you require any.
Replacement parts, materials and manufacturing particulars are only available at World of Thrones therefore any repairs, modifications and restoration should only be carried out by World of Thrones or by an approved repair specialist. Unauthorised repairs or modifications will void any warranty remaining on your product.
Thefts and losses should be reported to us as well as the police.
If your product has been lost, stolen, damaged, sold or scrapped; you must notify us immediately. In the event of a loss or theft you are required to inform the police and report the product as lost or stolen, we will also inform the relevant crime reference agencies and pass on crucial information, which will help identify any products if found.
Selling your product
If you wish to sell your product, you should make sure that you provide your customer with an invoice detailing the customers name, address and contact details as well as specifics of the sale including the product ID. The buyer should notify us by completing the ‘New owner section’ of the registration certificate and returning it to us. The instructions can be found on the card. This is to ensure that we hold accurate information in our databases and that we can assist if the new owner requires replacement parts, service inspections or reports a loss or theft.
Paying by card: When you checkout and enter your card information, the information is encrypted and sent to the merchants servers, at no point do we have access to all of your card information. Once your card payment has been approved you will be directed to the confirmation page where you will be able to see details of your order and your information. Your card will be charged immediately and your bank statement will show either ‘World of Thrones’ or ‘www.worldofthrones.co.uk’. If we are subjected to a charge-back, our legal department will take over your file and you will be subjected to legal proceedings. If we are subjected to a charge back we will hold the buyer responsible for paying any due amounts as well as additional administration costs. In any such instance we reserve the right to demand immediate payment, instruct a solicitor, demand a return of our our products and refer you to the police.
Bank transfer: It is your responsibility to ensure that you enter our bank details correctly and that we receive your payment. If we do not receive your payment within the specified timeframe, your order will be cancelled. Your order will only be processed once we receive the full payment. It is your responsibility to pay any transfer, currency exchange and bank fees.
Payment Plan: If you choose to pay with a payment plan, please remember that upon placing an order, your order will be subject to review. During the review process our payments team will analyse your order and prepare payment plan options for you. Once the review is complete, you will be contacted and upon agreeing to a payment plan, you will be provided with a Payment Agreement. Once signed, your payment plan will be activated. The terms & conditions for your payment plan will be unique to you and your payment plan.
If you choose to pay with any other payment method then the specific terms and conditions will be made available to you to view, read and sign before entering into a payment agreement.
Paying with a deposit
If you choose to pay for your order via an instalment plan or deposit, your funds will be stored in our deposits account. You must keep to the payment instalment plan set out in your agreement with us. If you have ordered products which are in-stock then they will be reserved for you until the final payment is made. If you have ordered products which are not-in-stock (special order, custom order, non-stock products) then the balance will become due once the goods are ready for dispatch.
If you fail to make payments towards your payment plan or you fail to pay the remainder as agreed or within a reasonable period of time, then we reserve the right to cancel your order and withhold up to 50% of the order amount to cover the cost for administration, storage, marketing the product , packaging and any other costs associated with the resale of the products.
If you do not collect your product or allow delivery of your product within 1 week of it becoming available for dispatch then you will incur a storage charge of £5.00 per product, per day. Your products will be stored for a maximum of 6 months.
Website Currency Selector
We have integrated an advanced and highly functional currency switching feature throughout our website which allows you to choose your currency. Products will then be displayed in this currency. Currencies are obtained automatically every hour using publicly available exchange rates, they are subject to fluctuations and additional costs upon checkout. The price that you see on the checkout page will be the final price. We charge a 1.5% fee for non GBP currency transactions, this is probably cheaper than what your bank would normally charge you for a non-base currency transaction, this means that you get to pay in your local currency without having to worry that your bank will charge excessive fees.
Website language selector
We have integrated an advanced and highly functional language selection feature throughout our website. Most of the main languages have been added to this selector. The default and primary language is English so you are strongly advised to seek independent translation because the language translator may have difficulty translating certain (important and descriptive) words which may alter the proper meaning in the translated language. The language selector is a free, publicly available feature and we have only integrated it for the general purpose of assisting and welcoming customers from around the world. It should never be used to help you make a decision on whether or not to purchase from us.
World of Thrones Foundation
1% Donation Policy: World of Thrones Foundation forms one of the core pillars of our ethics policies. MIF comprises of several components. We promise to donate 1% of the gross order value from every order to a registered U.K based charity. It is vital to consider that this amount will be calculated from the net-order amount (minus tax). This can be easily checked and verified in our annual accounts submission and can be requested by the customer.
Unwanted furniture collection: Subject to availability, sustainability and suitability. We will only collect used or unwanted furniture which is in good saleable condition. The proceeds of the sale will go to a registered charity however it is important to note that we do not provide a 100% donation policy with this service neither to we gain financially. The proceeds of the sale will be subject to various deductions including: transportation, storage, marketing, logistics, cost of sales. For example: if the total proceeds of the sale were £500, we estimate the costs of this service to be somewhere around £200. The remainder of £300 will be sent to a registered charity. You will be issued with a final proceeds of sale receipt once we have completed the service.
V.A.T is a sales tax which must be charged to all U.K and E.U customers. Our prices are inclusive of VAT and you can see a breakdown of the VAT in the cart, checkout, confirmation pages as well as your invoice/sales receipt. If you are VAT registered, they you may be able to reclaim the VAT from HMRC (or E.U equivalent) depending on your tax arrangements.
Refunds & Exchanges
Most of our new products are made-on-order which means that when you place an order, we either produce the product (prepare, assemble, paint and upholster) or manufacture the product from scratch. Either way; this is classed as a ‘customised’ product because we produce it based on the options you select in the product page. Customised products are NOT-REFUNDABLE. You can find out if your product is refundable on the product page.
We also stock non-new products such as: ex-display and faulty stock, such products are returnable under our 14 day money-back guarantee.
For all other products we offer a 14 day 100% money-back guarantee.
Faulty goods on delivery
Don’t worry, your order is protected under the MerchantShield® Guarantee. If your product arrives damaged or you discover a fault with your product after delivery, please contact us as soon as possible so that we can investigate the issue. You can read more here
Defects with product
As long you you choose the correct warranty for your product upon purchase, your product will be protected under the World of Thrones Warranty or the Global Warranty & Assistance Program. You can read more here.
We provide a range of discounts and rewards!
This discount is available for most products on our website. The price of a product will decrease depending on the quantity that you buy. The price discount per quantity is as follows:
1 qty = No discount
2-4 qty = 5% discount
5-9 qty = 10% discount
10 qty = 15% discount
26+ qty = 30% discount
The discounts will be applied in the cart page
Points based rewards
We implement a points based rewards scheme which is similar to other schemes such as Nectar points and clubcard points. When you place an order with us (regardless of the method) your account will be credited with rewards points which can then be used to redeem on a future order. You must have an account with us to be able to be credited with points. If you are a new customer you can create an account on the checkout page. If you are an existing customer, remember to login on the checkout page.
- Earn 1 point for every £1 (GBP) you spend with us
- Earn 250 points for making an account (new customers only)
- Earn 500 points for leaving us a review (existing customers) – click here to find out more.
For example, lets say that you have created a new account, spent £500 and left us a review. This will earn you 1250 points, the equivalent of £12.50 (GBP)
To redeem, 100 points is equal to £1 (GBP), so for example, if you have 1250 points, this will enable you to discount your next order by £12.50
Reward points must be used within 1 year. You can check your points in your account dashboard.
Coupons & Gifts
Our generosity just never ends. We regularly credit our customers accounts with credit to be used towards their next order. For example, during Christmas, we credit all customers with a 5% off coupon which can be used towards their next order.
If you are placing a large order (over £50,000) and wish to find out about any additional discounts that may be available to you, please get in touch with us so that we can look at your requirements and discuss any discount options with you.
Some items in our store are exempt from discounts, so if they are added to the cart, even alongside eligible products: the cart will not apply the discounts. The following products are are exempt from any discounts: Samples & Swatch, Photo Licenses, Service based products. If you want to purchase any of the above items alongside other products in our store, please place a separate order so you can benefit from the discounts which are eligible.
Please note: If you are logged in as a trade customer, the above discounts will not be applied as these discounts are not for trade customers.
You can read our specification guide here
MerchantShield is a self-provided guarantee. We claim to guarantee you protection in the event that World of Thrones ceases to trade (bankruptcy). Please remember that from a legal perspective we do not hold the official authority or provide a regulated or insured service to protect you against this however the measures that we have in place should be sufficient enough to provide you with a satisfactory and self-claimed protection. You can read more about MerchantShield here.