FAQs

What is the best way I can contact you?

Contacting Lukehurst is very easy. For any assistance, please get in touch by one of the following means, or pop into store to see us:

  • Rainham store 01634 387234

Normal opening times Monday-Saturday 9:30am to 5pm; Sunday 10am – 4pm

Bank Holidays 10am to 4pm (except Christmas Day and Boxing Day when we are closed)

  • Sittingbourne store 01795 430299

Normal opening times Monday-Saturday 9:30am to 5pm; Sunday 10am – 4pm

Bank Holidays 10am to 4pm (except Christmas Day and Boxing Day when we are closed)

Contact us form 

Where are you based in the UK and do you have a showroom?

We are located in Kent, United Kingdom, with large showrooms in Sittingbourne and Rainham. Please see our Visit Us page for details.

How big is your showroom and do you display everything that is on your website?

Our Sittingbourne showroom is a massive 12,000 sq. ft. and our furniture store in Rainham is also 12,000 sq. ft. We also have the Chapel in Rainham, which offers a huge selection of flooring and carpets, as well as our bespoke soft furnishings department. We cannot stock all options shown on our website in store, but we have fantastic selections, with different ranges in the two main stores, including some products which are not on the website. If you are planning to visit us to view a particular product, we advise you to please call us first to enquire if we have the product you want to view on display.

Our Stores

What products do you sell?

Furniture:

  • Sofas, chairs & sofa beds in different sizes and styles, including recliners, as well as accompanying footstools and accessories
  • Dining & living room furniture, including tables & chairs, sideboards & cupboards, display units & bookcases, occasional tables and TV & media units
  • Beds & mattresses, including bedsteads, divans, ottomans & guest beds, and headboards
  • Bedroom furniture, including wardrobes, chests of drawers, dressing tables, stools & mirrors, and bed & blanket boxes
  • Home office, including desks & corner desks with and without shelving above, as well as bureaus

Accessories:

  • Mirrors & wall art
  • Floor & table lamps
  • Wall and mantel clocks
  • Decorative accessories
  • Candle holders, trays & vases

Window dressings, and accompanying soft furnishings and wallpaper:

  • Curtains & blinds, including Roman, Vertical, Venetian Roller and Plisse, and pelmets made to order by our experienced in-house team with a huge choice of fabrics to choose from
  • Made to order shutters
  • Curtain poles and tracks, including bay tracks
  • Made to order soft furnishings - our team can make matching or co-ordinating cushions, bed runners and throws, as well as re-covering headboards and chairs
  • Wide range of wallpapers to choose from in the Chapel at Rainham

 Carpets & flooring:

  • Extensive choice of carpets, both wool and man-made in different weights and types
  • Wooden flooring, laminates and vinyls, including luxury vinyl tiles such as Amtico
  • Rugs, including Elvis & Kresse leather rugs

Do you stock mobility furniture?

Yes, we have a range of upholstery that provide lift assistance, to help you get back on your feet with ease and dignity. 


I have found an exact product somewhere else which is cheaper than your website, what should I do?

Lukehurst are committed to providing quality products and genuine value for money, and offer competitive prices on all products. Value is not just about the price, but the quality of the service and the products as well.

Should you find a reputable retailer or online website offering identical new goods for sale on a like for like basis at a lower price, we will match the price. Please call into one of our stores in Rainham or Sittingbourne, ring us on 01634 387234 or 01795 430299 or send a contact form with details via our website. Please see our Price Promise page for details.


Can I leave a review?

We pride ourselves on our customer service and quality products, and so love to receive feedback, to help us monitor how we are doing and to help us improve if we need to.

We use the third party review tool FEEFO for customers to write about us on an open public platform. Once you have made your purchase, we will email you an invitation to leave feedback, rating the service provided and products purchased, and to leave comments.


What should I do if I have a complaint?

If you are unhappy with any aspect of our service, please ring us on 01795 430299, complete the online contact form or email us at customerservice@lukehurst.co.uk Please contact us directly before leaving feedback, so we can try to resolve the issue for you. 

We will try our best to resolve the problem as quickly as possible.


Purchasing from Lukehurst


How can I purchase products from Lukehurst?

We offer 3 different options to place orders:

  • Order online for items on the website
  • Order in store
  • Order over the phone

What forms of payment do you accept?

For online orders we accept:

  • Payment via Paypal Express
  • Payment by debit or credit card

For instore orders, we accept:

  • Our preferred method is by debit or credit card
  • We can accept payment by cash, and by bank transfer, cheque or bank order but we have to check the money has cleared into our account before we arrange delivery
  • For stock items and items delivered directly from suppliers, you have to pay the full balance at the time of ordering
  • For items which are not in stock and made-to-order products, you can pay the full amount at the time of ordering, or you can pay a minimum of a 25% deposit when you place your order and then the balance before delivery, using the above methods (you can make a card payment over the phone, so you don’t need to come into store again). If you choose to just pay a deposit, for items we are delivering to you, we require full payment prior to arranging delivery of your order – we will contact you when your order has arrived in our warehouse so you can then arrange to pay any outstanding balance.
  • Up to 2 years’ interest free credit is available on furniture orders over £1000, subject to approval – interest free credit is only available in store at the moment 

For phone orders we accept:

  • Payment by debit or credit card
  • Payment by bank transfer
  • For stock items and items delivered directly from suppliers, you have to pay the full balance at the time of ordering
  • For items which are not in stock and made-to-order products, you can pay the full amount at the time of ordering, or you can pay a minimum 25% deposit when you place your order and then the balance before delivery, using the above methods. If you choose to just pay a deposit, we require full payment prior to arranging delivery of your order – we will contact you when your order has arrived in our warehouse so you can then arrange to pay any outstanding balance.  

Is it safe to pay with my credit/debit card?

Yes, it is safe to pay with your debit or credit card. Our website has an advanced security certificate, and we use a secure payment provider to ensure your data is encrypted. You will receive email confirmation of your payment.

We also take security seriously for instore and phone payments, and we ensure all credit/debit card details are safe and secure, with your transactions processed via a secure merchant account. We don’t store your details, and we don’t give any of your information to third party companies. For instore payments, you will receive a receipt for your payment. For phone payments, if requested, we will send you confirmation of your payment. 

Once payment is received, we provide a written confirmation via email/post to you.


Can I apply for Interest Free Credit online?

Currently you must come in store to apply for Interest Free Credit. This is a very short procedure but ensures we can accurately process your application and make sure it is accepted as soon as possible.


Do you deliver outside of the UK?

At the moment we usually deliver just within the UK. However, we can deliver to some European countries, and to shipping points at docks, for deliveries to Jersey and Republic of Ireland, but if you require either of these services, please talk to one of our sales team, to discuss timescales and delivery charges.


Furniture & Accessories


What is the process after I place my order?

In stock items:

If you order in store or by phone, we will arrange delivery when you place the order, providing payment does not required clearance time, in which case we will contact you once payment has cleared. If you order online, we will contact you to advise of the delivery schedule. We aim to deliver to you within 3 to 7 days of you placing your order and payment clearing.

Non-stock and Made-to-order products being delivered from Lukehurst:

Orders received in our warehouse from suppliers, they will be checked. If you have only paid a deposit, we will contact you when we have received your order and you must then pay the balance. Once full payment has been made, we will contact you to advise of the delivery date. We deliver all your order at once, even if it is from different suppliers, so please allow the longest delivery time shown for the individual products. However, for local orders (within a 50 mile radius of our warehouse), please contact us to discuss your delivery if you would prefer to receive it in separate parts. If the scheduled delivery date should unfortunately then have to change, our delivery crews will notify you accordingly.

A morning or afternoon slot will be allocated for your delivery. We cannot guarantee a specific time but will do our best to accommodate any requirements you may have.

Direct supplier delivery:

The supplier will make contact directly with you and arrange delivery.


How much is delivery?

Delivery costs are as follows:

  • Within a 100 mile radius of our warehouse - free for orders over £499; £20 charge for orders under this value
  • UK delivery over 100 miles from our warehouse, excluding Scotland, remote postcodes and islands - free for orders over £3,000; £39 for orders of £1,001 to £2,999; £49 for orders up to £1,000
  • Scotland, excluding remote postcodes - free for orders over £3,500; £49 for orders of £1,001 to £3,499; £79 for orders up to £1,000
  • Remote postcodes and islands, including Channel Islands, £250

We also offer a free collect-in-store option.


How long does it take for delivery?
  • In stock items, we aim to deliver to you within 5 to 10 business working days of you placing your order and payment clearing, although it may be quicker, especially for local deliveries.
  • For non-stock and made-to-order products, please see the individual product page for estimated delivery times, as these vary from supplier to supplier. We deliver all your order at once, even if it is from different suppliers, so please allow the longest delivery time shown for the individual products. However, for local orders (within a 50 mile radius of our warehouse), please contact us to discuss your delivery if you would prefer to receive it in separate parts.
  • For direct supplier deliveries, please see the individual product page for delivery estimates. If you order form different suppliers, these will be delivered separately.

Are orders ever late?

We always try our best to ensure orders are delivered on time and on the scheduled date. However, occasionally things out of our control may occur and push back a delivery date. If this happens, we will be in touch with you right away to let you know, and we will rearrange delivery.


Do you have your own delivery teams?

Yes, we use our in-house delivery teams for orders within a 100 mile radius of our warehouse. They are trained and highly experienced to help ensure that your products are delivered in excellent condition. For deliveries further afield, we use we use a reputable professional 3rd party courier service with experience delivering furniture.


How long will delivery and installation take?

This depends on the type of furniture ordered, if assembly is required and the quantity. For cabinet furniture, wardrobes and bedframes etc. we advise roughly 1hr 30 minutes, however some smaller, simpler items can be a quick turnaround of less than 30 minutes.


Do you assemble furniture upon delivery?

Assembly can be undertaken if you have requested and paid for this service, for example wardrobes, bedsteads, etc.


Do you remove the packaging?

Yes, all your furniture will be unpacked and packaging will be removed.


Can you hold my order for me?

Providing full payment has been made, we can hold your order in our warehouse until you are ready to receive it.


Can I collect my own furniture from the store?

Yes, you are welcome to call ahead and pick up from the store. For your security we insist that, if there is a balance to pay, you come to the store to pay by chip & pin.


Do you offer disposal for old furniture?

Yes, we do offer a disposal service of the old items that are being replaced. We charge £50 for the first item and £25 extra per additional item. We try to keep this charge to the minimum, and it reflects only the extra time for our delivery team, and the price of disposal. Larger items such as wardrobes and bedsteads must be dismantled by the customer before we can remove and old mattresses must be wrapped in a plastic bag, which we can supply at the time of ordering.


Refunds and returns policies

We make every effort to try to ensure the products you have ordered are delivered to you in perfect condition and that your order is correct and complete (unless you have arranged for separate deliveries). However, things do occasionally go wrong, but we will immediately try to resolve the issue.


What happens if there’s a fault with your product when it arrives?

We advise customers to check products upon delivery and if a serious issue is found and you are not happy for the item to be repaired, please do not accept delivery. Our delivery team will take the item away.

We work with reputable quality suppliers, so it is very unusual for there to be a fault. However, on the very rare occasion that there is an issue with an item upon delivery, we will contact the supplier and arrange a repair or replacement as soon as possible. Care is taken during deliveries, however if an item has been damaged, we will discuss the issue with you and arrange a repair or replacement as soon as possible. If the fault or damage is noticed whilst our delivery team are still with you and you decide not to accept the item, we will take it away immediately.

We advise customers to check the item when it is delivered to you and if you find any damages or defects please do not accept the delivery and mention the damage on while signing the proof of delivery (POD), if you identify the problem after the driver has left, We request you please take images of the damage/defects and email us at hello@cfsonline.co.uk. Our customer service team will be in touch with you in 1 working day to resolve the problem.

If you decide you now longer want the product, please notify us immediately, so we do not arrange delivery of a replacement item. We will arrange a refund of any money received from you using the same method originally used by you to pay for your purchase.  


What if I receive something that I did not order?

Please check your order upon delivery and if you have received an item which is not what you ordered, please do not accept the delivery and return it back to the driver.

If you realise that the item is wrong after the driver has left, please do not use the item if possible and get in touch with us as soon as you can, either by phone, email or via our Contact Us form, giving your order number, details of the product you have received incorrectly and if you are missing anything from your order. (link to contact us page)

If you are missing an item, we will locate it for you as quickly as possible and contact you to arrange the delivery. If you still have the incorrect item, we will collect this at the same time.

If your order is complete, but you have an extra item that you didn’t order, we will contact you to arrange collection.


What if my order is incomplete when it is delivered?

Some furniture items can come in more than one box. If your order has a box missing or a part missing, please let the delivery team know if you notice whilst they are still with you, or if you notice after they have left, please contact us as soon as you can, either by phone, email or via our Contact Us form, giving your order number and details of the missing articles. If the missing box is with us, we will contact you to arrange deliver as soon as we can. If the box has not been delivered to us, or there is a part missing within a box, we will contact the supplier immediately, and then arrange delivery.


What if I change my mind before the order is delivered?

For most items, you can cancel the order before it is delivered. However, if you have ordered bespoke, made-to-order items, and work has already started on making them, the order cannot be cancelled. If you do change your mind about any orders, please contact us as soon as possible. For made-to-order items, we will check if the order can be cancelled and let you know. Once we have confirmed that an order has been cancelled, we will arrange a refund of any payment made using the same method originally used by you to pay for your order.


Can I return a product if I have changed my mind about the product?

Most items can be returned if you change your mind, however there are some exemptions (see below).

If you are not happy with your purchase and wish to return an item you have bought from Lukehurst, you must contact us in writing within 14 days of receipt of the item, either by email, fax or letter informing us that you wish to cancel your order. You will be required to arrange and pay for the cost of returning the goods to us, or alternatively we will collect the goods and charge you the direct cost of collection. A cancelled item must be returned in its original/appropriate packaging. You do not need to explain the reason why you wish to cancel but if you do so it will help us to improve.

Where a refund is to be paid, we will refund any money received from you using the same method originally used by you to pay for your purchase. If we are charging you for the collection, we will deduct this cost from the amount you paid and return the balance.

Please note:

This does not apply to bespoke “made-to-order” items or “Special Orders” which are non-refundable.

For hygiene reasons, divan sets, pillows and mattresses cannot be returned or cancelled once opened and used.

Please see our Terms & Conditions 

Terms & Conditions

Carpets & Flooring:


I want new flooring, what’s the best plan of action?

To ensure we find you the best possible flooring solution for your home, we suggest that you first come in to store, if possible with a rough idea of measurements of the rooms. Please feel free to bring along colours, fabrics, etc to help you find the type of colour you would like. Our flooring experts can then offer advice to help you select the right product, and give you a rough estimate. We would then carry out a home visit take accurate measurements and provide a quote. We can bring samples with us to help you choose the product/s and colour/s required. We offer Carpet & Flooring consultations, to help ypu find the perfect flooring for you.


Do you offer a measuring service?

Yes, we offer a free measuring and quotation service.


Do you offer a fitting service?

Yes, we do. We ask you to move any valuables out of the room, but we are happy to move furniture as we fit, to make the process easy for you.


Is fitting and underlay included with the cost of my flooring/carpet?

No, like most retailers we include this as a separate cost. It is dependent on your space, size and the intricacy of the fitting.


Is there a delivery charge?

There is no additional delivery charge if we are fitting the carpet/flooring.


Do you offer a disposal service?

Yes, if needed, we can remove and dispose of your old carpets/flooring. If you require this service, we will assess and quote for it as part of the proposal as an “optional” charge – the price will depend on the size of the job.


How long will I have to wait in between ordering and fitting?

This will depend on the season, how busy we are, and the supplier you have chosen. It is generally between 2 and 6 weeks (average 3 – 4 weeks), dependent on availability of product and fitting dates. We will give you an indication of the expected timescale once you have chosen the product/s you require.


Do I have to be home when the fitters come to install my flooring?

No, you are welcome to leave a key with us in store before your fitting date, or alternatively leave a key with a close neighbour. We can then use this to gain access and begin work, without disrupting your day.


How long does the fitting take?

This depends on the room size and layout, and the type of flooring. We can give you a rough indication of how long it will take once you have placed your order if you ask us.


Can anything be done with the left-over carpet after it’s been cut and fitted?

Yes, we offer a whipping service to turn your off cuts into floor mats. The service usually takes between 2 - 3 weeks, and creates a robust beautiful finish to the edges, in your chosen colour. You can have mats of any shape or size to fit your home. The charge for this service is from £12 and depends upon the size and style required.


Can I change my order after it has been placed?

For the majority of these orders, the carpet/flooring is cut to size specifically for your order, so once this has been done, orders cannot be amended. If you would like to try and change an order, please let us know as soon as possible, and we will confirm if this is possible or not.


Can I return carpet/flooring?

As these products are fitted specifically to your room, they cannot be returned unless there is a fault.


Window Dressings & Soft Furnishings


I want a new window dressing, what’s the best plan of action?

If you require a bespoke solution for your window, please visit the Chapel in Rainham where our experienced team will be delighted to help you. We offer expert consultations with a free measuring and estimating service, and our skilled team can give advice on styles and designs to suit your home, with a wide solution of window dressing options, including curtains and shutters, as well as Roman, Vertical, Venetian Roller and Plisse blinds. We offer an extensive range of fabrics and there is a great choice of curtain tracks and poles, including bay tracks, and a range of pelmet styles. Our skilled in-house studio team produce your custom-made curtains, pelmets and blinds in 7 – 11 days. If required, they also provide a fitting service. We offer Curtains & Blinds consultations, to help you find th right solution for your home.

Alternatively, if you know you just require made-to- measure curtains or blinds, our Sittingbourne store has a wide range of fabrics to choose from.


Can I supply my own fabric for you to make curtains from?

No, unfortunately issues with the quality of fabrics, and safety regulations we can no longer guarantee this service.


Can you make soft furnishings to coordinate with the curtains and blinds?

Yes, our expert team at the Chapel can make matching or co-ordinating cushions, bed runners and throws, as well as re-covering headboards and chairs – almost anything is possible!


Is there a delivery charge for these products?

If we are fitting your products, there will be no delivery charge.

If you prefer to fit them yourself, the delivery charge will be free for orders over £500 within a 50 mile radius of the Chapel. For orders in a 50 to 100 mile radius of the Chapel, delivery is free for orders over £850 (£30 charge for orders under this value). For delivery over 100 miles from the Chapel, the charge is £90.


Can I change my order after it has been placed?

These products are all made-to-order, so once work has begun on them, orders cannot be changed. If you would like to try and change an order, please let us know as soon as possible, and we will confirm if this is possible or not.


How long will it take you to fit my window dressing?

This depends on the type and size of the dressing. We can give you a rough indication of how long it will take once you have placed your order if you ask us.


Can I return window dressings?

As these products are made-to-order, they cannot be returned unless there is a fault.


Thank you for reading these FAQ's. If you have any other queries, please do not hesitate to contact us.