FAQ

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Delivery Conditions


What are your delivery times?

In our shop, under every product, you can see an "Expected dispatch date". When you make a purchase, you will also receive this information in the "Order Confirmation" email. Please note that these times are just an estimation. We begin to process your order the moment your payment has been received and processed, so the date is subject to change.

If the product is available in our main warehouse, it's usually dispatched within 7 working days, and delivery should not take longer than 3-5 working days. Some of our products have to be sourced from our European warehouses, in such cases please allow up to 4 additional days for dispatch. As soon as your order is shipped, you will receive a "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status on your own.


What is the delivery cost?

Shipping is free (curbside for large items; home for small) to any place in the UK mainland excluding: certain parts of Scotland, Channel Islands and Ireland. For those areas, there may be an additional delivery charge. Please contact customer service for more information.

To see the map of free delivery locations, please go here.


What delivery services do you offer?

Your furniture will be delivered free of charge to the curb or as close to your door as the lorry can get, but will not be carried into your home.

Delivery of items over 30 kg can be made to the room of your choice, although deliveries above the first floor are dependent on access to a lift. The room of choice (selected in the checkout section) must be accessible by regular stairs. Specific locations may be excluded from the service. Please contact our customer support team at 020 3318 8222 or [email protected] to verify if this service is available at your address. This option cannot be added after the product has been already dispatched.

Small items up to 30 kg will be delivered to your door free of charge.

Shipping is free to any place in the UK mainland excluding northern parts of Scotland (Highlands and Scottish Isles), Channel Islands and Ireland. For those areas, there may be an additional delivery charge. Please contact customer service for more information.

To see the map of free delivery locations please go here .


Will the furniture be carried into my home?

Your furniture will be delivered to the curb or as close to your door as the lorry can get, but will not be carried into your home.

If you would like your furniture to be delivered to your home or garden, this can be arranged for a small surcharge. Please select this option in the purchase process or contact customer service about the need for the additional service at 020 3318 8222 or [email protected]. This option cannot be added after the product has been already dispatched.


Will the delivery man take away the packaging?

This option is available with the "Room of choice" delivery option. Please select this service in the purchase process or contact customer service and add a comment about package removal in the last step of the purchase. You can also reach us directly at 020 3318 8222 or [email protected]. This option cannot be added after the product has already been dispatched.


Do you offer assembly service?

We're currently working on including this service in our offer, however, it's not yet available.

If you need help assembling your new furniture, you can use NeedHelp website to book a specialist. Head to the official NeedHelp website and create a help request. After that, you'll receive offers from your region and close areas within 24 hours from people ready to assemble your furniture. All booking and arranging payments have to be done by the customer, as the NeedHelp website isn't affiliated with Beliani.


Do you offer express delivery?

We're currently working on including this service into our offer, however, it's not yet available.


Can you deliver to another country?

Our shop is currently present in 17 countries. We're able to offer our furniture in the UK, Switzerland, Germany, France, Spain and many others. If you would like to have your products delivered to a specific country please make a purchase on that local website.

To see all the countries we deliver to, please go here.


Can I select a specific delivery time/day?

At the moment it is not possible to choose a specific delivery time or day

When placing an order you can select a later dispatch time. It means that you will not get your product before the specified date. Our carrier will call you before the delivery to schedule the appointment, however, we are not able to book a specific date and time window.


Will all my products be delivered at the same time?

Depending on availability your order may be split into several shipments. Depending on the products' weights and dimensions, individual items may also be delivered by separate shipping companies. Please check the "Dispatch Information" email to make sure that all items have been sent at the same time. If all items have been dispatched, you can check the tracking details - the tracking number can be found in the "Dispatch Information" email.


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My Order & Account


How do I place an order?

There are at least 5 ways to shop at Beliani: online, through live chat on our website, email, phone or Facebook chat

1. To buy online, go to beliani.co.uk

Add all your selected products to the basket. To see the selected products, click on the basket option visible in the pop-up or upper right corner of the page. To finalise your purchase, go to the checkout.

Log in, with the following options:

  • to an existing account
  • log in with Google
  • log in with Facebook
  • log in with PayPal

If you are a new user, you can also create an account or buy as a Guest.

You will then be asked to provide your billing and shipping addresses. We will also need your phone number so our Customer Service or carriers can contact you if needed.

In the next step, you need to specify the payment method, to learn more about available options, click here.

In the next step, you need to specify your required delivery methods and services, to learn more about available options, click here.

Then please confirm that you agree to our Terms & Conditions and specify if you would like to receive our special offers in your inbox. You can then place your order.

2. To place your order through the live chat just please prepare a list of products you would like to purchase and have your billing and shipping addresses ready. Our customer service team will lead you through the rest of the process.

3. You can also write to us at [email protected] Please list the products you would like to purchase, your billing and shipping addresses, and your phone number so our Customer Service or carriers can contact you if needed.

4. Another option is to place your order by phone at 020 3318 8222. Please prepare a list of products you would like to purchase and have your billing and shipping addresses ready. Our customer service team will lead you through the rest of the process.

5. It's also possible to place an order at our Facebook. Use the messenger to send us your order details. Please prepare a list of products you would like to purchase, and your billing and shipping addresses. Our customer service team will lead you through the rest of the process.


Where can I find my order details?

You can find all the information about previous and ongoing orders in My Orders section. There, you can find all the information about your orders and the invoices after clicking "Show more" for the status "Order sent". You can find the invoice to download next to your billing and shipping address.


When will my order be shipped?

In our shop, under every product, you can see an "Expected dispatch date". When you make a purchase, you will also receive this information in the "Order Confirmation" email. Please note that these times are just an estimation. We begin to process your order the moment your payment has been received and processed, so the date is subject to change.

If the product is available in our main warehouse, it's usually dispatched within 7 working days, delivery should not take longer than 3-5 working days. Some of our products have to be sourced from our European warehouses, in such cases please allow up to 4 additional days for dispatch. As soon as your order is shipped you will receive the "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status on your own.


How can I change my order?

If you wish to change your order before it is shipped, please go here and click "Show more" by the corresponding order number. There, click "Change the address" button and make changes. You should receive a notification e-mail confirming the change.

However, once an item has been shipped, we are not able to process the change. You need to reject the package when the courier attempts the delivery. Your refund will be issued the moment we can confirm the pickup refusal in the tracking information.


How can I cancel my order?

If your order has not yet been prepared for shipment, you can cancel it here. It can be also done from the customer's account level ("My order" tab). This page is only visible to logged in customers. After selecting your order, you will find the "Cancel Order" option at the bottom of the page. The order cancellation will be confirmed by e-mail along with the information about the date of return of your funds. Unfortunately, once the goods are ready for shipment, we are not able to process the cancellation. In such a case, you need to reject the package when the courier attempts the delivery. Your refund will be issued the moment we are able to confirm the pickup refusal in the tracking information.


How can I track my order?

As soon as your order is shipped you will receive the "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status on your own.

You can also find all the information about previous and ongoing orders in your customer account.


Why have I not received my order yet?

In our shop, under every product, you can see an "Expected dispatch date". When you make a purchase, you will also receive this information in the "Order Confirmation" email. Please note that these times are just an estimation. We begin to process your order the moment your payment has been received and processed, so the date is subject to change.

If the product is available in our main warehouse, it's usually dispatched within 7 working days, delivery should not take longer than 3-5 working days. Some of our products have to be sourced from our European warehouses, in such cases please allow up to 4 additional days for dispatch. As soon as your order is shipped you will get the "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status on your own.


How can I change my account information?

You can update your e-mail address, delivery information and password here or by contacting our Customer service team at 020 3318 8222 or [email protected].


Where can I find my privacy policy?

To learn more about our privacy policy, please go here.


What terms and conditions apply?

You can find our full terms and conditions here.


How do I delete my user account?

If you want to delete your customer account, please submit your request by reaching out to [email protected]. Your personal data will be removed from our system within up to 30 days.

Please note that we can delete your account only if:

  • all orders are closed,
  • there is no delivery in process,
  • you do not have any open amounts due.

What if I have any orders still being processed?

To close the account all orders must be closed, there may be no shipment in process, or open amounts due. To solve any of those issues, please contact Customer Service.

What if I want to change my personal data for the account?

There is no need to remove the account if you wish to change any of the personal data in your account. Billing and shipping address may be changed in My Details section, available for logged-in users.


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Payments & Promotions


What payment options do you offer?

You can choose from several most popular and safest payment options in the market, such as:

  • Prepayment (bank transfer or through the post office)
  • Credit/Debit card
  • BitPay
  • PayPal
  • Instalment payments - Klarna

To learn more about our payment options, please go here.


Do you offer 'Pay on Delivery' option?

We're currently working on including this service into our offer, however, it's not yet available.


How do I use a voucher code?

Add your product(s) to the cart. After you've added your desired product(s) to the basket, go to checkout and enter the voucher code at the third step of the checkout process. Click "Use voucher" and the promotion will be applied automatically within seconds.


Why can't I use the Klarna payment option?

If you're shown the following message at the checkout: "Option not available. Unfortunately, this option is not available. Please choose a different payment method." It means that you didn't pass Klarna's soft check. This is a standard procedure done by an algorithm that scores you within seconds and determines whether you are eligible to pay with Klarna at this time or not.

If you require further assistance, please contact Klarna’s Customer Service via Live Chat by logging into the Klarna app/account or call Klarna at (+44) 080 818 93333 (free phone) between Mon-Sat from 9 AM to 6 PM. Check how to increase your chance of being accepted for payment with Klarna here.


How can I change the payment method?

Please contact our customer service team directly at 020 3318 8222 or [email protected]. Our team will make the required changes to your order for you. To speed up the process, please have your order number ready.


How do I use the "Pay in 30 days" payment option?

To learn more about this payment option, here or visit Klarna page.


How do I use the "Pay in 3" payment option?

To learn more about this payment option, here or visit Klarna page.


How do I use the "Pay Now" payment option?

To learn more about this payment option, here or visit Klarna page.


Why has my payment failed?

If your payment does not go through, please make sure that:

  • there is no technical issue with the payment provider you're trying to use
  • you have sufficient funds to make the purchase
  • the details entered (name, billing address, country) match the details on your card
  • you've entered the correct CVC code
  • your card has not expired
  • you're not using an anonymous proxy to access the Internet

If the payment cannot be made, you should contact your bank or payment provider for more information about why your payment was rejected.

Problems with instalment payments - Klarna: Why can't I use the Klarna payment option?


How can I subscribe to Beliani's e-mail newsletter?

You can subscribe to our newsletter to receive the latest offers, discounts and inspiration here. You can also subscribe by scrolling down to the middle of our main page, filling out your email address and clicking "Subscribe". You will have to confirm your subscription by clicking "Confirm" in the email received from us.


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Products & Availability


Can I customize the product I like?

Unfortunately, we're not able to change any elements of the design of our products. However, the majority of our products are available in multiple colours and/or fabric versions.


What warrantee conditions do you offer?

Our standard warranty period is 24 months. When placing the order, we give you the possibility to get an extended warranty of 36 additional months. This service protects you favourably from unpredictable repair costs. In the case that during the warranty a material or fabrication defect occurs, we will repair or replace your product for free.

The warranty does not apply to standard wear and tear and any damage caused by any incorrect usage of the product.


Where can I see the product?

To offer our customers the most competitive prices, we've decided to keep our business strictly online. It allows us to avoid the cost of maintaining expensive showrooms and offer our products at such attractive prices.


How do I buy for the 5-year warranty?

Select the product you like and add it to the cart. We offer 2-years warranty free of charge by default. To make it 5-years warranty, you can select in the second step of the purchase process the Extended Warranty + 36 Months option. This service protects you favourably from unpredictable repair costs. In the case that during the warranty a material or fabrication defect occurs, we will repair or replace your product for free.

The warranty does not apply to standard wear and tear and any damage caused by any incorrect usage of the product.

Our standard warranty period is 24 months.


How can I check if the product I like is available?

If you want to make sure that your product is currently available in stock, please check the "expected delivery" section found on each product page. When you place the order, you will also get a dispatch confirmation in the "payment confirmation" email.


Are your products for commercial use?

We strive to offer the best quality of our products, however, they are not recommended for commercial use.


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Returns & Refunds


What is the return cost?

Return is free up to 14 days from the delivery date, from any place in the UK mainland, excluding northern parts of Scotland (Highlands and Scottish Isles) and Ireland. For those areas, the return cost has to be covered by the customer. Please check all the details about exceptions of free returns in our Terms & Conditions.


Can I really return the product up to 365 days?

You can return items up to 365 days, with some exceptions applied.

Up to 14 days from the delivery date, you can return ordered items for free (with exceptions listed next). We will offer a free return and issue a full refund in the same method as your original payment. The exception for free return up to 14 days includes orders with original packaging missing, and orders of bathtubs, whirlpools, hot tubs, as well as custom-made products. Orders shipped to Northern parts of Scotland- Highlands and Scottish Isles, Channel Island, and Northern Ireland are also excluded from free return policy. In all of these cases, a customer bears transportation costs.

After 14 days, a customer needs to cover the return cost. Your refund will be issued in the form of a voucher to be used at beliani.co.uk within 365 days. After 14 days, returns of bath tubs, whirlpools, hot tubs, custom-made products and installed or used products will not be accepted. Please note that returned items must be securely repacked in the original packaging.


What should I do if I received a wrong item?

Please contact our customer support at 020 3318 8222 or [email protected]. To speed up the process, please have your order number ready.

Please provide the article numbers (printed on each carton) of the boxes you have received. If possible, please provide pictures of the received items and the boxes these came in. Please also keep the original boxes until the case is solved.


What should I do if I have received a damaged item?

Please contact our customer support within 24 hours from the delivery, at: 020 3318 8222 or [email protected]. To speed up the process, we will ask you for your order number, so please have it ready.

Please provide the signed Proof of Delivery (POD) (with the "damaged" note in it), article numbers (printed on each carton) of the boxes you have received. You also need to provide pictures of the received items and the boxes these came in. Please also keep the original boxes until the case is solved.


What should I do if I have received an incomplete item?

Please contact our customer support at 020 3318 8222 or [email protected]. To speed up the process, please have your order number ready.

If you have received all boxes, but a piece of the product is missing, please use the product manual (if available) to describe the element that is missing. Please provide the article numbers (printed on each carton) of the boxes you have received. It is best if you provide pictures of the received boxes and the elements you do have.


What should I do if I have received an incomplete order?

Please note that depending on availability your order may be split into several shipments. Please check the "Dispatch Information" email to make sure that all items have been sent. If all items have been dispatched, you can check the tracking details - tracking number can be found in the "Dispatch Information" email.

If you need more support, please contact our customer support at 020 3318 8222 or [email protected]. To speed up the process, please have your order number ready.

More details:

If you have received all boxes, but a piece of the product is missing, please use the product manual (if available) to describe the element that is missing.

If you are missing a full box, please provide the article numbers (printed on each carton) of the boxes you have received. It is best if you provide pictures of the received boxes.


What should I do if I want to return my order?

Our goal is to make this service as easy and uncomplicated as it can be. To make sure that it goes smoothly, please follow these few simple steps:

Please contact our customer support at 020 3318 8222 or [email protected], make sure you can provide your order number.

It'll be extremely helpful if you provide the reason for your return, so we can improve our offer for our customers.

More details:

Return is free up to 14 days from the delivery date, from any place in the UK mainland, and we will offer a free return and issue a full refund in the same method as your original payment. Exceptions apply to northern parts of Scotland (Highlands and Scottish Isles) and Ireland. For those areas, return cost has to be covered by the customer. Please contact customer service for more information.

After 14 days from the delivery date, the customer will need to cover the return cost. Your refund will be issued in the form of a voucher to be used at beliani.co.uk within 365 days.


How long will it take to process my refund?

From the moment you have received the confirmation from our Customer Service Agent about the refund approval, it should not take longer than 3-7 days.


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