Please see some of our FAQs to assist you info@sainsburyandsons.com
Popular Questions
Here at Sainsbury’s, we’ve served thousands of customers each year since 1932 and to this day are a family-owned business operating from the centre of Aberdeen city. Rest assured that when you deal with us you are dealing with a brick-and-mortar retailer with decades of experience. We are specialists in our field and our friendly knowledgeable staff will ensure that you receive the information, impartial advice, and service that you deserve and expect from an established family business.
Once you have selected the items you wish to buy, add them to your shopping basket. You should check the basket to confirm that it contains all of the items you wish to purchase. After you have added items to your basket, you will be given the chance to continue shopping where you can buy more items, or proceed to checkout.
When proceeding to checkout, you will be offered the option to collect from our store or delivery. To confirm if delivery is available to your area and generate the relevant delivery charge, you will be asked to enter your postcode.
We do ask that when entering the address details you notify us of any important information, such as how to locate your property. You will also be asked to confirm that you have checked access to your home and that your new furniture will be able to fit.
After proceeding to checkout and confirming delivery or collection, you will be asked to choose your preferred payment method which will either be by credit card or debit card. Here at Sainsbury’s, we accept most major credit cards for your convenience.
Once your order has been confirmed, you will automatically receive a confirmation email, detailing your order. We do recommend that you either save or print this email and contact us immediately if you feel any of the details of the order are incorrect.
We strive to deliver your order as soon as we possibly can, however, when you can expect your items may differ depending on our supplier. Some items are carried in stock, allowing us to deliver within a matter of days.
If you have chosen a special order, supplied by one of our trusted partners abroad, this may take anywhere from 12 to 16 weeks. When browsing through our products, it will be indicated whether they are goods in stock or are special orders, in either case, an approximate delivery time will be quoted.
We quote our delivery lead times with as much accuracy as we possibly can, however, they should be treated as an approximate guide rather than a guarantee.
If you need to make changes to your order, you can call us on 01224 585595 from Monday to Friday between 9:30 am and 4:30 pm, or email us at sales@sainsburyand sons.co.uk. Our team will do our best to help amend any mistakes with your order.
We do ask that you contact us as soon as possible, as we can usually change your order within 7 business days without issue. After this time, goods will usually go into production and we are bound by law to accept them. In circumstances where we are unable to stop an order, we may have to charge a cancellation fee to go toward covering costs incurred by the additional lead time.
As with all items which are made in batches, goods which are not ordered at the same time as one another may vary in colour. Colour samples are intended as a guide only and colour variations are to be expected when goods are ordered and manufactured at different times. We, therefore, recommend that you purchase all items which need to match at the same.
For more information on your order, please email us at sales@sainsburyand sons.co.uk or call 01224 585595, stating your name and order number. We do ask that you call on Monday through Friday between 9:30 am and 4:30 pm to receive an update on the status of your order.
We understand how important it is for our customers to have careful, professional, courteous, and experienced delivery staff. For local deliveries in Aberdeen and the surrounding areas, we use our own Sainsbury’s delivery staff.
If you live outwith this area, the delivery will be made by a specialist company. They will generally make a doorstep delivery to you, meaning that a signature will be required and the goods handed over to you at your front door.
For larger, local deliveries our delivery team are trained to install your furniture purchase in the room of your choice (access permitting). Where we cannot gain access into your room of choice, the goods will usually be left in another room or location at your property so that you can remove windows etc to get the goods in yourself at a later date.
Yes, as soon as your goods are in stock a dispatcher will contact you and arrange a convenient time for delivery. We group deliveries by area and would respectfully request that you make arrangements to accept the first delivery date offered to you.
Unfortunately not, we are unable to offer the storage of goods and would respectfully ask that you take delivery of your goods, usually no later than 7 days after they become available.
You will have been contacted ahead of the delivery day and given an Am or Pm delivery slot. We endeavour to deliver Am slot deliveries between 8:30 am and 11 am, and Pm deliveries between 12:00 pm and 6:30 pm.
These times serve as a guide, and we cannot guarantee your order will arrive strictly between these times. Once we arrive, we will require a signature, then position your new furniture as directed, and remove all packaging materials upon request.
We will always try and give a morning or an afternoon delivery slot as a guide that minimises your wait time. We regret that we cannot give an exact delivery time, as we are delivering large items of furniture, into customer’s homes and usually not simply leaving them on the doorstep, we never know whether the job before you will take 20 minutes or several hours.
We do ask that on the day of delivery, you are there to receive your items within the allocated time slot. We require a signature when delivering your new furniture, and will be unable to complete your delivery without it.
If you are out when we arrive, we will attempt to contact you by telephone, however, if we cannot reach you the goods may be returned. This will incur an additional delivery charge payable by you, and we ask that you contact our dispatcher to arrange another delivery date.
Your delivery charge will vary depending on your order and location. We will calculate the delivery fee when you proceed to checkout with your order and enter your postcode. Alternatively, we offer free click and collect from our Aberdeen City Centre based warehouse.
We do ask that you ensure the goods you have purchased have the required access for delivery before completing your order with us. We also request that you check the dimensions of your new furniture to confirm that they will fit comfortably, and make note of any obstacles that could hinder delivery.
We will always deliver your items into the room of your choice whenever possible, however, this is not a condition of sale. If your items do not fit upon delivery, the removal of a window by a local glazing company may be the best solution.
If your items do not fit, they still must be accepted into another area such as a garage. If you cannot accept your items this will incur an additional cost for re-delivering the goods at a later date.
Cancellations and Refunds
If the items you have purchased are from our stock at the time of your order, you may cancel your order at any point before delivery. You must advise us by telephone and email of your cancellation, which once received, will result in a full refund. We will also send you a cancellation notice and a confirmation of your refund.
If the items you have purchased are from one of our trusted suppliers, this counts as special order and will be indicated to you during your purchase. If you would like to cancel your order, we ask that you do so within 7 days of purchase, as any cancellations that fall outside this time will incur a cancellation charge.
If you have ordered stock items from us, you can return your items within 7 days and receive a full refund provided the items have not been used. For hygiene reasons, mattresses and pillows must be returned in their heat-sealed packaging and unfortunately cannot be returned if opened.
The responsibility of returning the goods to us in “as new” condition will fall to you, including all relevant transport and other costs. Once we have received the goods and inspected them, we will confirm your refund within 30 days.
In the case of special or bespoke orders that have been made specifically in your choice of colour and combination, or cut down to size, cannot be accepted as a return as they have been altered to your specifications.
Here at Sainsbury’s, we make every effort to ensure that your goods are handled with extreme care. However, if you do find that an item has any damage upon delivery, don’t worry, there is usually an easy solution.
The goods have crushing/creases: Furniture is generally packed tightly in plastic shrink-wrapped plastic, and one of the side-effects of this is that sometimes leather and fabrics can appear to be badly creased when unpacked. The combination of a warm home environment, and the fact that coverings are allowed to breathe, means that they usually recover quickly. This is not a fault with the goods and is common with all furniture.
The furniture is scuffed/damaged: We understand that it is disappointing to find that your furniture is scuffed or has been damaged during delivery. We will always repair any damages to manufacturing standards or replace parts with new pieces as quickly as possible. As with any problem, we know that it is important that it is remedied correctly so that you can get on with enjoying your new purchase. In the unlikely event that we cannot repair the goods, or where damage or faults are severe, we will replace them. Your statutory rights are not affected.
You can report a problem by telephoning 01224 585595 Monday to Friday 9.30 am to 4.30 pm or you can write to us at: Online Sales Customer Department Sainsbury & Sons 196 Holburn Street, Aberdeen, AB10 6DA. Your statutory rights are not affected.