How it works...
Q: How quickly can I track my order?
A: After 5 days an initial week commencing delivery date will be available to view on the order tracking website.
Q: What do I do if I misplace my login and password or it doesn’t
work
A: Your login is the main telephone number given when
placing your order and your password is the unique number given to you
in-store. If after several attempts you still don't have access to the
information, please call the delivery team on; 08700 404600.
Q: How often will the information change on the order tracking service?
A: The delivery information for each customer is updated regularly, although during the initial period, a precise delivery schedule will not be known. The information given is most accurate in the 2-3 weeks prior to the arrival of your suite, due to the quality of the information received from the suppliers and shipping agents. This therefore is the time when changes may occur.
Q: What happens if my furniture is delayed?
A: At CSL we work hard with our suppliers to ensure the best possible service is offered to our customers, including an efficient and timely delivery. Due to the nature of the product and the journey it has to travel, all timescales given in-store are an estimate only and are therefore subject to change. It is however, a rare instance when a delay may occur and once this has been recognised, our Merchandise team will liaise constantly with a supplier to get a regular status report and will also ensure the order tracking website is updated with this information.
Q: Why would a delay occur?
A: It is a rare occurrence when our furniture does not arrive within the timescale given as CSL will do everything possible to ensure a fast and efficient delivery is carried out. There are occasions when a minimal delay may occur, for reasons such as; a high volume of orders of a popular model or due to high level security procedures at the docks. In these instances, updated information will be available on the order tracking website.
Q: How do I arrange for the delivery of my furniture?
A: As soon as it is possible to confirm the delivery of your order, you will receive an SMS text or an email notifying you. Alternatively, you may receive a phone call from a member of our delivery team. A suitable day will then be agreed for delivery and a letter will be sent to you confirming the details and offering information on how the delivery will be carried out.
Q: Are there any week-end delivery dates available?
A: Deliveries are typically carried out from
Monday to Saturday, but as there are limited spaces available
on a Saturday, please discuss this with the delivery advisor.
Q: How can I pay the remaining balance on my order?
A:You will be required to pay the remaining balance when your order is ready to be dispatched and prior to booking a specific delivery date. If you would like to pay by credit or debit card, you may do so over the phone at the time of booking your delivery. If you wish to pay by bankers draft, cash or a personal cheque, you should do so by visiting a store at least 7 working days prior to making the delivery arrangements.
Q: What do I do if the agreed delivery date is no longer convenient?
A: We would be grateful if you could contact our delivery team (08700 404600) as quickly as possible in order for them to cancel the booking. We ask for at least 48 hours advance notice of a cancellation, in order to carry out the necessary administration involved.
Q: Will I be given a time for my delivery?
A: Due to the nature of the product and the varied time it can take to place furniture into a customer's home, it is very difficult to offer an advanced timescale for delivery. With this in mind, you may request a call from your driver one hour before they are due to arrive and in addition to this, on the morning of your delivery, the delivery team will be able to guide you as to whether it will be a morning or afternoon call.
Q: Do I need to do anything further after the suite has been delivered?
A: No, just sit back, relax and enjoy your new CSL furniture. You will receive an information pack regarding the sofa shield service up to one month after delivery of your furniture and if you have entered into a financial agreement, you will already have received information regarding your payment plan.
If you have any further questions regarding your order, please contact the CSL Customer Services team on 08700404600.