Support Policy

At Time to Furnish, our goal is to provide a smooth, transparent, and reliable shopping experience for every customer. This Support Policy explains the type of assistance we offer, how customers can reach us, and what falls under Seller responsibility.

1. Overview of Support Services

We assist customers with all platform-related inquiries, including:

• Order placement and confirmation

• Delivery updates and tracking

• Reporting damaged, missing, or incorrect items

• Opening return or refund requests

• Account or login issues

• Payment confirmation or failed payment queries

Our support team ensures communication between buyers, logistics partners, and Sellers to resolve concerns efficiently.

2. Support Channels

Customers can reach us through:

• Email: info@timetofurnish.com

• WhatsApp Support: +44 7751 510365

Response Time: Within 24–48 business hours.

Support requests sent during weekends or public holidays will be handled on the next business day.

3. What Time to Furnish Can Help With

We provide assistance for:

•  Order status and delivery coordination

•  Delivery rescheduling (when possible)

•  Reporting damaged or incorrect orders

•  Initiating refund or return requests

•  Providing order documentation or payment receipts

•  Tracking the dispute resolution process

•  Communicating with Sellers on behalf of customers

4. What Time to Furnish Cannot Assist With

The platform does not provide:

• Assembly instructions or installation advice

• Product customisation or modification requests

• Colour matching, material verification, or in-depth product details beyond the listing

• Warranty claims, unless offered by the Seller

• Delivery changes once an item is with logistics and out for delivery

• Price negotiation or discounts outside platform promotions

• Approving refunds before the Seller review is complete

These matters must be handled directly by the Seller.

5. Seller Responsibility vs. Platform Responsibility

Seller Responsibilities

Sellers are responsible for:

• Product quality

• Accurate descriptions and images

• Safe and secure packaging

• Correct product labelling

• Handling returns for damaged/defective items

• Approving refunds when they are at fault

Platform Responsibilities

Time to Furnish is responsible for:

• Order processing

• Delivery coordination through logistics partners

• Communicating with the Seller on behalf of customers

• Supporting dispute resolution

This helps maintain a trustworthy and efficient marketplace.

6. Reporting Issues

Customers must report issues within:

• 48 hours for damaged items

• 24 hours for missing parts

• Immediately for non-delivery or incorrect address issues

Photo evidence is required for damage claims.

7. Escalation Process

If a customer feels their concern is unresolved, then:

• The issue is reviewed by senior support

• Seller is re-contacted with urgency

• The final decision is shared based on platform policies

We aim to resolve all escalations within 3–5 business days.

8. Changes to the Support Policy

Time to Furnish may update this policy as needed. Continued use of the platform indicates acceptance of updates.