Shopping with Us

Buying guides

There's often a bit of history, local inspiration or cultural significance behind our products, and we take pleasure in passing this on to you so that the piece you buy can tell its own tale. Our buying guides may also include general advice about buying and caring for products.

Product A to Z

Our Product A to Z offers a quick index of everything we sell. It can also fine-tune your search if you'd prefer to browse by other classifications for instance gift ideas, hand-painted items or products with a historical or cultural significance.

Click here for our Product A to Z guide.

Guarantees

All furniture is guaranteed for one year against manufacturing and construction defects, on condition that each item is used appropriately and cared for in accordance with the advice contained in the product leaflet provided.

Where appropriate we will either repair the item free of charge during this period or replace it if necessary. Where a replacement is not available we will offer you an appropriate alternative.

This does not affect your statutory rights.

Pricing policy

All our prices include VAT but exclude delivery charges. Unless your order is over £800 we do charge for home delivery. There are companies who offer free delivery, but who in reality have to hide those costs in their prices. This means that those customers who choose to pick up their purchases end up subsidising the delivery costs for those who don't. We prefer to be transparent. We'll only ever charge you ONCE, even if we have to deliver an order in several drops.

Our online prices are generally the same as in our stores, though occasionally you may find a lower price in one of our stores or online as part of a specific special offer.

Prices on our website will always be the most up-to-date, superseding all those published in other or previous publications. Prices in our Pier catalogues are the same as in our shops at the time of going to print, but may be subject to change during the life of a catalogue.

See 'Pricing and payment' for more information.

Buying policy

We have a strict Merchandise Buying Policy which sets out our requirements regarding the elimination of child labour and gives guidance in relation to rates of pay in local conditions amongst other things. All companies supplying The Pier must sign up and adhere to this policy. We review it on an annual basis with each supplier and regularly monitor them to ensure that these requirements are being followed.

The Pier will always act in an ethical manner and with integrity. We expect our suppliers to do the same.

Rugmark
When you buy one of our Indian rugs, you will see it carries the Rugmark symbol. Rugmark is an international non-profit organisation devoted to ending child labour in the handmade carpet industry in South East Asia. We are firm supporters of this cause which has, to date, freed more than 3,000 children some as young as 4 from working illegally on the weaving looms and given them back their lives through education programmes, rehabilitation and in many cases reuniting them with their families. At The Pier our Indian manufacturers are regularly monitored by Rugmark inspectors and each rug numbered so it can be traced back to its loom. So, please look for the Rugmark whenever you buy your Indian rug.

Visit the Rugmark website for more information.

The environment
In this age of serious concern about the environment, it is obviously of the utmost importance that retailers understand the impact that their business might have on the planet. At The Pier we are committed to minimising the impact we have on the environment. We expect our suppliers to work with us in upholding our stringent standards and we require them to comply with all applicable laws and regulations regarding protection and preservation of the environment in their country.

Any retailer who uses wood in their products is only too aware of the issues surrounding deforestation. At The Pier we work very hard to ensure that the wood we select for our furniture has come from sustainable and well managed sources and that the indigenous forest people and wildlife are protected.

For Garden Furniture we always try to use wood that is certified by the Forest Stewardship Council (FSC). FSC certification is a growing force in the battle for responsible forestry. Whilst legal certification is not yet a requirement in the UK, at The Pier we believe we must encourage our suppliers to uphold rigorous ethical standards by taking responsibility for buying timber that is grown in an environmentally friendly way. The FSC is an independent organisation. Its certificate guarantees that harvested trees are replaced or allowed to regenerate naturally, protects the rights of the local people and avoids the displacement of wildlife. By buying our garden furniture with the FSC logo you can be confident that you are not contributing to global forest destruction.

Quality policy
The Pier ensure that all its products are of high quality, comply with all applicable British Standards, UK and EC safety regulations and laws, and are fit for the purpose for which they are intended.

Product availability

We'd love to, but it just isn't possible to include every single piece from our extensive range on The Pier website - some items are simply too fragile to be delivered to your home in one piece and are therefore only available from stores.

We are pleased to say that when you shop with The Pier, most products are available in the warehouse and delivered within 14 days (but please allow up to 28 days).

Some products will not currently be in our warehouse but will be on order. These products are available to buy online and the date that they are due to arrive with us is shown on the product details page. The date shown is only a guide date as most of our products travel long distances to reach us and delays beyond our control can sometimes occur. If you order a product with an availability date, we will aim to dispatch them to you as soon as possible after they arrive with us. We will try to keep you informed of any delays with these products but if you have any questions, please contact our Customer Service team on 0845 609 1234 for an update.

See 'Order progress' for more information on tracking your order.

Where an item is shown as 'Out of Stock' it may still be available in some of our stores. These items may be available online again at a later date, but there is no scheduled delivery date for them to arrive with us. If you are interested in buying an item that is shown as 'Out of Stock', please contact our Customer Service team or your local store to check availability.

Very occasionally, a popular item shown as in stock may be selling so fast that it's unavailable when we process your order. If this happens we will let you know as soon as we do.

Gift vouchers

It's like giving someone a wild spending spree at The Pier - Gift vouchers are easy and always appreciated. As well as being available from any of our stores, you can order gift vouchers online or through Pier Direct on 0845 609 1234 in multiples of £5 and £10 and they'll be on your doorstep (or the lucky recipient's) within 3-5 working days. Let us know when ordering if you'd like any message in the gift card. Please note that there is an additional charge of £2.95 for each order to cover administration and postage. Gift voucher orders of under £100 are sent recorded delivery while larger orders are sent via courier. In both cases a signature is required.

Also see: 'How to use Pier Gift Vouchers'