FAQ

FAQ

Pine and Oak is a hardworking business who supply stunning furniture for the home and office. If you have any questions then you should check through our list of frequently asked questions:

Q: How do I place my order?
A: You can order online simply by clicking the “Add To Cart” button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click on the “Checkout” button which takes you to our order form. Full payment will be taken at the time of order. Alternatively, to place your order over the telephone please contact our sales team on 01189 712666.

Q. How can I pay for my purchased items?

A: We accept most forms of payment. Credit/debit card payments are submitted through our automated and fully secure ePayment card processing system. If you do not want to use your credit/debit card on the internet, we can also process card payments over the phone, please call 01189 712 666 with the product details and have you card available for payment. We can also accept payments via Master Card, Visa, Maestro, Solo and Visa Electron cards, PayPal, cheque and bank transfer. If you would like to pay via cheque or bank transfer then please call us on 01189 712 666 and select this option in the payment screen at checkout.

Q: How secure are my credit/debit card details?

A: All credit card details are entered within a secure environment and encrypted for safety. Payments collected through our online credit card system are processed via HSBC and confirmation is emailed to you. We have never had any security problems.

Q: I am looking for a particular product that is not listed on your website.
A: We advertise all of our available stock on our web site although we do also have access to other products and have other furniture in the production stage. Please email us and enquire if there are any products that you are interested in that we do not advertise currently.

Q: I found the product I want to buy but I have seen it cheaper somewhere else.
A: We believe that our prices are highly competitive, but if you have found exactly the same product for cheaper then please Contact Us and we will aim to beat their price.

Q: Can you send me a brochure?
A: Yes, please use the contact form on the Contact Us page.

Q: Are my goods guaranteed?
A: All of the products sold on this site come with a full one year manufacturer warranty, which guarantees the product for the first year of ownership.

Q: Where are you based and do you have a showroom?
A: We have four showrooms and our administration centre is in Midgham. Please visit the Contact Us page for the full showroom addresses.

Q: What are your showroom opening hours?
A: Our Midgham showroom is open Monday to Friday 10am to 5pm, Saturday 10am to 5.30pm and Sunday 10am to 4pm. Our Newbury showroom is open Monday to Saturday 10am to 5.30pm and Sunday 10am to 4pm. Our Winchester showroom is open Monday to Saturday 10am to 5.30pm and Sunday 10am to 4pm. Our Winnersh showroom is open Monday to Saturday 9am to 6pm and Sunday 10.30am to 4.30pm.

Q: How long will delivery take on my order?
A: Please look next to each product and it will display the approximate delivery time for that item. If you require an item more urgently, we hold a large stock volume so please Contact Us and we may be able to arrange delivery more quickly.

Q: What is your White Glove Delivery Service?
A: We pride ourselves on our customer service and want to offer our clients a little bit more when it comes to our delivery. Our White Glove Delivery Service gives you that extra piece of mind; we’ll deliver free of charge (please Contact Us to see if your location is within our free delivery areas), we’ll construct your furniture, we’ll make sure it’s in the position you want and we’ll take away all the packing.

Q: How can I contact you?
A: Should you have any requirements for support or service please call us on 01189 712 666, our phone line is open from 9.00am until 5.30pm Monday to Friday. Please leave a message if we do not answer or outside of these times and we will get back to you.

Full contact details including email can be found in the Contact Us page

Q: If I have a complaint, what should I do?

A: If you are unhappy with any aspect of our service, please email us at info@pine-oak.co.uk
We will acknowledge receipt of your complaint within 2 working days and we will do our very best to fix any problem that you may have.

If you have a question, please email us using the Contact Us page.