Welcome to our help centre, here we aim to provide answers to many of the common questions you may have regarding our products.
Welcome to our help centre, here we aim to provide answers to many of the common questions you may have regarding our products.
We accept all major credit and debit cards including Visa Credit, Visa Debit and Mastercard. We also accept American Express.
Our payment partner is SagePay, we use their secure payment gateway to ensure all your personal data is protected. Our website uses the SSL protocol to protect your information by encrypting data transmissions to and from our website.
All our prices are advertised inclusive of VAT and other Taxes.
Enter your code at the checkout, Look for the ‘coupon code’ box exactly as it appears, we suggest using copy and paste if possible to avoid mistakes when entering codes manually. NOTE: Your code may have a minimum spend (which does not include delivery costs) –please refer to T&Cs of the promotion.
We accept Visa Credit, Visa Debit, MasterCard and American Express. Make sure your card details are correct and your billing address is in the UK or Northern Ireland.
If you have tried to process transactions using a Sage Pay payment page but your card has been rejected then double-check you have entered the following correctly:
The card type selection, pan number, name entered exactly as it appears on the card, address the card is registered to, CVV 3 digit number.
If it still isn’t working, please contact your bank.
If you change your mind, you can return your item to us within 14 days of delivery for a full refund. The cost of returning the item will be met by yourself. Payment must be made prior to collection and we will only accept returns booked with ourselves via our Delivery Team. For more information on our returns policy see the Terms and Conditions.
To begin the returns process login to your account, find the order you wish to return and click the button under product you want to return to initiate the returns process.
We will endeavour to deliver all our goods in perfect condition, however if they arrive into our warehouse with damage or a fault we will arrange a replacement at the earliest opportunity and notify you in advance of proposed delivery. Goods must be checked for damage/fault upon delivery, once the goods are accepted and we are in receipt of a signed delivery note, we will not accept any further responsibility.
NOTE: You will need to return your product and repackage in the original packaging in order for the delivery drivers to collect. Goods must be returned in the same condition as delivered.
We give all of our customers up to14 days to return any item. However, if it exceeds 14 days and you have simply changed your mind, we regret we are unable to accept return of this item(s).
You can order a sample of fabric and leather for any of our coverings buy clicking the ‘get sample’ button on any of our product pages.
Firstly, we’re sorry you received the wrong product. Please contact us quoting your order number and what you’ve received and we’ll get it sorted. You may be asked to provide images of the item before we are able to send out a replacement.
Aniline leather is a top grain leather, dyed exclusively with soluble dyes. The dye, colours the leather without producing the uniform surface of a topcoat paint or insoluble pigmented sealant.
The resulting product retains the hide’s beautiful natural surface and shows the markings including bites, scratches, stretch marks more clearly giving the hide it’s unique character and overall look. This also includes differential in hide colouring, two products with the same colour leather may have a degree of colour variation and matching cannot be guaranteed unless made to order to ensure batch matching.
Our products should be kept out of direct sunlight as this can cause fabrics and leathers to fade. Our aniline leather is a special Vintage Italian Leather and the correct care is vital. We therefore recommend seeking advice from the following website in respect of care and cleaning www.furnitureclinic.co.uk they offer products which can be purchased direct.
You can view all the details of your order including despatch dates, contact details we hold for you, delivery address and order status.
If your delivery date has passed and you haven’t received your order, you can track it by visiting My Account on our website.
Should you fail to advise us prior to your goods leaving our Warehouse, that you will be unavailable to accept delivery, we will charge for a repeat delivery at the initial rate paid. Payment will have to be made in advance of any re-booking of delivery and you could be liable for storage fees.
If you wish to update your delivery address, we will endeavour to accommodate providing the new address is within the Butternut Interiors delivery zone, please visit ‘My Account’ and ‘MY ORDERS’ to update shipping address. Any alterations may affect your original agreed delivery date.
If you need to provide delivery information, please use the ‘Essential Access Information’ field when placing your order. If you need to add specific information which will be helpful to the Delivery Team after placing your order, you can do this by contacting us directly via email, firstname.lastname@example.org quoting your username, order reference and email address or mentioning to the Delivery Team when they book to deliver.
Terms & Conditions
TERMS & CONDITIONS – Definitions
For the purpose of these Terms and Conditions, the following definitions shall apply:
‘Us’, ‘We’, ‘Our’, Butternut Interiors, hereafter referred to as Butternut Interiors ‘You’, ‘Your’, The Customer of Butternut Interiors Ltd, user of butternutinteriors.co.uk ‘The website’, ‘website’ butternutinteriors.co.uk
Please read these Terms & Conditions carefully before using this website, which is operated by Butternut Interiors (Reg No. 5215511). By accessing our website, you consent to being legally bound by these Terms and Conditions.
1.1 All products offered for sale on this website are shown inclusive of VAT (at the current rate), and are displayed and charged in £GBP.
1.2 We will always try to ensure that the prices shown on the website are accurate, but in the unlikely event of an error occurring, we will contact you to give you the option of re-confirming the purchase at the correct price, offer a suitable alternative or issue a refund.
1.3 We reserve the right to alter prices at any time.
2. Placing An Order
2.1 When you place an order for a product listed on our website, you are agreeing to purchase it subject to these Terms & Conditions.
2.2 An e-mail will confirm that we have received your order, although this does not necessarily mean that we will be able to meet your order and we reserve the right to cancel an order at any time without giving a reason. If the product is not available, we will let you know when we expect to be able to complete your order. For the avoidance of doubt, order acceptance and completion of the contract will take place on the despatch of the products.
2.3 If goods are unavailable for reasons beyond our control, we will contact you and offer you an alternative or issue a full refund.
3.1 Payment for goods purchased on the website will be by credit card (MasterCard, Visa Credit) or debit card (Visa Debit, Maestro (Domestic), UK Visa Electron, Maestro, JCB), and will be debited within 3 working
3.2 Payment is required in full upon placing an order.
3.3 To ensure that online shopping is secure your credit/debit card details will be encrypted to minimise the possibility of someone being able to read them. Your card issuer may also conduct security checks to ensure it is you making the order. Butternut Interiors use SagePay1 to handle all transactions.
3.4 We will make any refund directly to the card that was used to place the original order (excluding P&P), and regret that we are unable to refund to an alternate card. Where we offer a refund for a product that has been ordered and we are then unable to supply, we shall not be liable for any consequential loss that may arise in relation to the order. This does not affect your statutory rights
4. Product Information
4.1 Our furniture is handmade by specialist, craftsmen and therefore there may be very minor differences with the finish of two, or more of the same products in the same coverings. This is not a defect or fault and goods would be non-returnable for this reason alone.
4.2 Goods are delivered with a Manufacturers Warranty.
10 year guarantee period for leather sofas, leather armchairs, leather benches and leather barstools..
5 year guarantee period for dining chairs, footstools, cubes.
Fabric, whether incorporated into an item or not, has a 1 year guarantee.
14.5 Guarantee Exclusions. The following exclusions apply in respect of the guarantee:
(a) Your goods are guaranteed for normal domestic use, and not for commercial.
(b) Your goods require some routine care. Please take care to treat your furniture like the quality product it is. Proper care and use are essential to preserving your rights under this guarantee. We will not replace or repair your furniture if improper care or use causes damage. This guarantee does not apply if your product is damaged by the use of cleaning products.
(c) Wood has certain natural characteristics such as shrinkage, swelling, hairline cracks and minor movement due to changes in temperature and humidity. These may appear and disappear with the changing weather conditions. This is completely normal for a natural product and this will not affect the durability of your furniture. These are not a structural or manufacturing defects and are therefore not covered under this guarantee.
(d) Vintage aniline leather contains natural characteristics that unmistakably distinguish it from imitation products. Individual hides or skins may display small markings such as healed scars, insect bites, wrinkles and stretch marks and will often show slight variations in surface colour and grain texture. Our leather is top grain and these markings make the furniture interesting and unique and we do not consider these markings to be defects. Such markings and characteristics are excluded from the guarantee.
(e) Fair wear and tear, and damage or defects arising due to fair wear and tear, in normal domestic use is excluded. Accidental damage is excluded.
(f) Keep furniture out of direct sunlight. The ultraviolet rays of the sun can damage and fade fabrics, leathers and wood – such damage is excluded.
(g) Items are sold as individual items and not a set. In the event of refund, repair or replacement of a faulty good(s), rejection of all goods is not permitted and we are not liable for any other items bought together with the defective items.
4.3 The goods comply with the current Flammability Regulations UK and are labelled in accordance. The Harris Tweed and Moon Wool Fabrics are completely authentic and will arrive with their authenticity labels attached.
4.4 As many products listed on our site are manufactured from natural products (timber, leather, wool and tweed etc) you must be aware that natural variations and colour and finish are to be expected due to natural characteristics. Discrepancies or variations are common and are not regarded as faults. These items cannot be returned.
4.5 All sizes and dimensions are shown in cm on the website and are approximate and for guidance, these may change without notice.
5. Delivery & Shipping
5.1 Goods will despatched throughout the UK and Northern Ireland. You will be notified automatically of any delivery costs based on geographical Zones that will apply prior to check out, based on the shipping address that you have supplied. A signature will be required upon delivery of your order and to confirm you are satisfied with condition of the goods.
5.2 All our deliveries are on a ‘white glove’ basis and which entails delivery of your goods into the room of your choice, unpacking and assembling where applicable.
5.3 Delivery times are dependent on the product ordered as certain products may be out of stock. We aim to ship on a 10 – 21 working day service for stocked items. It is your responsibility to ensure we have important delivery information and adequate access at all times. Failure to inform us of any potential hazards/restrictions may result in non delivery and will be subject to a redelivery charge.
5.4 Customer delivery times are approximate and we can in no way be held responsible for delays caused by traffic, breakdown, nor any consequential loss incurred. Any goods that are undeliverable are the sole responsibility of the buyer, the seller does not accept full responsibility of the goods where delivery cannot be completed. Goods are not returnable to the seller for this reason.
5.5 In the event that there is a failed delivery due to no fault of the Delivery Team, then this could result in a delay in receiving your order. If after 2 attempts are made to deliver without success, then a storage fee will be charged of £25 per week whilst the goods remain undelivered. Likewise if you are not ready to receive your order within our lead time, this storage cost will be applied weekly.
5.6 We are able to collect and dispose of sofas, dining chairs, armchairs, occasional chairs, this can equate to a maximum of 4 seats.
5.7 Failure to disclose information which may result in problems collecting the item(s) for recycling from a dwelling or incorrect number of seats booked for removal, may result in the refusal to remove the goods by the Delivery Team.
5.8 Smaller items maybe sent out using a courier service for speed and efficiency.
6. Faulty/damaged goods
6.1 Any fault or damage must be reported to the Delivery Team at the point of delivery.
6.2 Damaged items must be returned in new condition in the original packaging.
6.3 Photographic evidence may be requested in order to clarify the fault/damage.
7. Returns Policy
7.1 Orders placed of a bespoke nature are non-refundable unless deemed as faulty by the seller.
7.2 We try to select and package the products as carefully as possible to ensure they arrive in perfect condition. If a product arrives damaged, faulty or with defects we will replace free of charge, or provide a full refund (as appropriate). Goods will be repackaged and removed
6.2 Items must be returned in the original packaging.
6.3 Photographic evidence may be requested in order to clarify the fault/damage.
7. Returns Policy
7.1 Orders placed of a bespoke nature are non-refundable unless deemed as faulty.
7.2 We try to select and package the products as carefully as possible to ensure they arrive in perfect condition. If a product arrives damaged, faulty or with defects we will replace free of charge, or provide a full refund (as appropriate). Goods will be repackaged and removed, whereupon the faulty goods will be logged on our system and your account status updated with the next course of action.
7.3 You will be responsible for payment of return of goods of non faulty or unwanted items via our appointed specialist Delivery Team, due to the nature of our goods.
7.4 A collection service is available and charged at the same rate of delivery to the original address as previously delivered to. A collection date offered will be at our discretion.
Due to the nature of the Internet Butternut Interiors provides and maintains butternutinteriors.co.uk on an ‘as is’ and ‘as available’ basis, and makes no promise that there will be continued and uninterrupted use of the site. We are not responsible if we are unable to provide our service for any reason beyond our control.
This website may contain links to other websites, which are not under the control of Butternut Interiors and are not maintained by Butternut Interiors. These links may be provided for your convenience and we are not responsible for the content or function of these sites.
Butternut Interiors will not be liable in any amount for failure to perform any obligation under this agreement, if such a failure is caused by the occurrence of any unforeseen event beyond its reasonable control including without limitation internet outages, communications outages, fire, flood, act of God, war of civil commotion.
Subject to the aforesaid, to the maximum amount permitted by law, Butternut Interiors excludes liability for any loss or damage of any kind howsoever arising, including without limitation any direct, indirect, or consequential loss, whether or not such arises out of any problem you notify to Butternut Interiors and Butternut Interiors shall have no liability to pay any money or compensation, including without limitation, all liability in relation to;
any loss of profit, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong. The availability, quality, content or nature of any of the other sites that are on the internet that Butternut Interiors link into, which are owned and operated by third parties (external sites) and websites that are located on or through any external site nor for any transactions involving external sites (including as to ‘cookies’, personal data, confidential information, or purchases of domain names or other services). You should contact the site administrator or Webmaster for these sites if you have any concerns regarding such links, web site or transactions.
Butternut Interiors may change or withdraw any part of its website at any time, or may refuse you access to the website at any time if we consider it necessary, we may also terminate this agreement and immediately remove, cancel, or suspend access to and use of the website upon any breach of these Terms & Conditions whatsoever.
We only refund outbound carriage in line with Distance Selling Regulations or if the item was incorrectly shipped or was found to be faulty. Please note that return carriage is the responsibility of the customer if you decide to return an item because you don’t like it or have changed your mind. In the case of incorrectly delivered or faulty items return carriage will be refunded but if a priority courier is used then only a reasonable sum will be refunded.
The goods collected, must be returned in a new, unused condition and in original packaging. Once we receive your returned goods, we will inspect and process the goods and aim to process a refund as quickly and within 14 days following the return of these goods. A deduction may be made in the refund, if the value of the goods has been reduced as a result of the goods not being returned in flawless condition.You will receive an automated email advising of the refund but please note it can take your card issuer a few days to allocate the sum in question back to your account. This time frame is outside our control and dictated by your card issuer.
We try to select and package the products as carefully as possible to ensure they arrive in good condition, however if a product arrives damaged, faulty or with manufacturing defects we will replace it free of charge. In this case, you MUST report this damage immediately with the Delivery Team at the point of inspection.
What we collect
We may collect the following information:
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect onlin
Username & Password
You must choose a username and password during registration in order to purchase goods on this website. You are responsible for all actions taken under that username and password, and shall only use the site under your own username and password. You must make every effort to keep your password safe, and should not disclose it to anyone. If you suspect that anyone else is aware of your password, you must change it without delay. You may not transfer or sell your username to anybody, nor permit either directly or indirectly, anyone to use your username or password. If there are any changes in the details supplied by you, it is your responsibility to update this information on the website.
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email email@example.com
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
1 SagePay payment gateway is owned and operated by Sage Pay Europe Limited, North Park, Newcastle upon Tyne, NE13 9AA for more information please refer to https://www.sagepay.co.uk/support/online-shopper-support#
We certainly do, Live Chat is manned by our own knowledgeable Team a great way to get your questions answered as quickly as possible. Live chat is offered Monday – Friday 9am – 5pm GMT. Outside of these times we use ‘FAQ.’ to provide answers to some of our most frequently asked questions.
Sometimes a product may be out of stock but don’t panic, keep checking back, our website works on ‘real time’ and is updated regularly as stock levels change and should be available again soon.
Some items marked as clearance stock may be end of line and therefore repeat orders may not be possible.
Collection can be made by booking via the website at the point of checkout ‘Recycle My Old Furniture’ and N.B The truck is loaded and filled to capacity to reduce our carbon footprint so we require information regarding the items to be collected.
Dining Chair = ½ a seat
Occasional chair/armchair = 1 seat
2 seater sofa = 2 seats
3 seater sofa = 3 seats
4 seater sofa = 4 seats