Frequentely Asked Questions

Furniture Care

  • Wood Bros Furniture Care and Maintenance

    Your furniture will continue to improve and wear exceptionally well throughout the years with very little effort on the part of the collector and its character will be enhanced by the passage of time. However, it should be borne in mind that some care should be taken in its use. It is the predominance of solid timber in our ranges and the use of traditional methods of finishing which cause the furniture to be affected by atmospheric conditions. Modern materials such as glass, chrome and plastic can be made to resist these atmospheric conditions, but wood is a living material which reacts to its environment. As our products are made from wood, they do need to be treated with a certain amount of care. We hope the following provides you with all the information you need to maintain the beauty of your furniture

  • Tips to prolong the life of your furniture

    Extreme atmospheric conditions (dryness or dampness) should be avoided, and the furniture should be kept out of direct sunlight and away from other direct sources of heat, direct damp sources or air conditioning units. Changes in humidity should be avoided, especially steam. Always leave a gap behind sideboards, display cabinets & bookcases to allow the air to circulate. Avoid marking furniture with sharp objects, for example when using a ballpoint pen always use a protective mat when writing to protect the surface of the furniture. Carefully lift your furniture, never drag or push it as this can cause undue stress on joints. Do not rock backwards, forwards or side to side on dining chairs as this with weaken the chair joints. Where applicable, always follow fitting instructions carefully and retain them for future reference. Uneven floors could give the impression that doors of wall units and wardrobes are out of alignment. Be aware of this and compensate if necessary by adjusting the hinges or packing a corner to level the item. Do not place hot or wet dishes, cups or plates directly onto any cabinet or table top – use insulated mats as protection. Protect the wood surfaces with felt under cloths, coasters and placemats. Liquids spilt on the surface should be wiped off without delay. If liquid soaks through to the wood, it can swell or stain the grain, or warp & de-laminate the veneer (where it is used), which would require professional repair. Alcohol, perfume, after-shave and medicines can all cause severe damage to the finish. Don’t overstrain hinges or place heavy items onto glass shelves. If your furniture becomes stained, scratched, chipped or suffers other damage, we recommend professional help is sought to restore it. Your local furniture retailer should be able to give a recommendation. The colour of wood matures with exposure to light, so it is important and advisable to regularly move around any ornaments or lamps displayed on top of furniture to avoid the possibility of marking. Also periodically expose table leaves to avoid noticeable colour differences occurring. This fading is not a fault with the timber.

  • Hide Protection

    Our hide is lightly buffed, semi aniline leather finished with a blend of oils and wax to achieve a cracked, almost distressed finish with a slight pull-up effect. Hides may be cleaned using a little warm water with a hand soap. Do not use detergent or chemical polishes. We do not recommend the use of leather creams.

  • Fabric Care

    It is recommended that all of our fabrics are cleaned by specialist cleaning companies only. Individual instructions for each pattern are available on request.

  • Wood Characteristics

    Wood is a naturally occurring product; part of its beauty is that no two pieces can be the same. The depth and shade of colours along with the grain pattern vary from item to item. It is important to understand these unique properties; these properties should not be mistaken for flaws. Knots are a natural part of real wood furniture; they do not affect performance and add interest to any piece of furniture. All timber will display signs of movement from season to season because of the changes in temperature and humidity. This occasionally may make drawer movement a little stiff. To ease movement, simply rub a little candle wax or bar of soap on the drawer runners.

  • Genuine Materials

    Solid timber is not necessarily ideal for use in every part of a piece of furniture, and where other materials are more suitable (e.g. because of excess movement or structural needs) they are used in preference to oak. This may include other solid timbers or veneered panels. The result is that every piece in every range is ideal for its purpose and truly built to last.

Manufacture and Maintenance

  • Can I use my Own Material on Furniture?

    We are happy to use material of a customer’s own choosing on dining chairs and upholstery providing the fabric is suitable for the purpose and meets specific British Standards. Click here for further information on Customers Own Material (COM).

  • Do Old Charm fabrics have fire protection?

    Yes, all our fabrics are fire retardant.

  • Where can I get my Wood Bros furniture repaired?

    If you should accidentally damage your Wood Bros furniture or upholstery please refer back to the original stockist where you purchased the piece, and they will be able to help you.

  • Are the fabrics hardwearing?

    All of our fabrics for all ranges either match or exceed minimum rub test requirements.

  • Where can I get replacement fittings?

    If you require replacements for broken hinges and handles, please e-mail our customer service on customerservices@woodbros.co.uk or call us on 01920 469241. Please include the collection range name, model number and finish colour of your furniture. We can supply replacement hinges, handles etc. for a small charge. We do not offer a fitting service for these products however, if you wish to return the product to us to have this items fitted we can do so but you will incur a charge.

  • Can I have a special alteration made to a piece of Old Charm or Wood Bros collections furniture?

    Usually the answer is ‘no’. However, you can always telephone our customer services to ask us about your specific alteration. Customer Services number 01920 469241.

  • Are all pieces available in all finish colours?

    Our furniture ranges are available in a selection of colours and finishes. Not all finishes are appliciable to each range. To find out which finshes are relevant to a specific range, please see the specific range information.

  • Can I have Old Charm colour matched to an existing piece of furniture?

    No, unfortunately we do not offer this service.

  • Can I change the leaded light glass or the carving patterns?

    Unfortunately we are unable to change the leaded light glass or the carving patterns for individual pieces of furniture.

  • Which type of polish should I use?

    Wood Bros furniture should be occasionally polished with a good quality beeswax polish. Polish containing silicone should not be used.

  • How can I get replacement glass?

    Please contact the stockist from whom you originally purchased your furniture, and they will be able to order you replacement glass.

  • The lights are no longer working in my display unit?

    Please contact our Customer Service department on 01920 469241 or email customerservices@woodbros.co.uk and they will be able to help.

Ordering

  • How long will it take for my furniture to arrive?

    Our standard delivery period is ‘within 8 weeks’. This does change throughout the year. Your local stockist will be able to inform you of our current delivery period.

  • How can I buy if I live abroad?

    If you do not have an Wood Bros sales agent in your country of residence then you can buy direct from the factory on a pro forma basis. However all delivery/transport/ shipment must be made by yourself. To speak to someone in our Export department please ring +44 (0)1920 469241

  • Do you offer a product guarantee?

    Yes, all our furniture is covered with an automatic two year guarantee. If you wish, you can upgrade free to either our Lifetime Guarantee (Old Charm furniture only), or the Wood Bros Guarantee (Wood Bros ranges & Wood Bros Upholstery).

  • What is the lifetime guarantee and what does it cover?

    The lifetime guarantee only applies to the Old Charm range only. Wood Bros (Furniture) Ltd undertake to guarantee the following to the purchasers of our Old Charm furniture:- 1. Each piece of furniture will comply with the quality standards laid down by the Company 2. Should any complaint arise they will be dealt with quickly and to a satisfactory conclusion either by means of repair or by other necessary methods, so that the company’s quality standards are upheld 3. Any faults arising with the furniture within the lifetime of the purchaser* which are due to faulty manufacture will be repaired free of charge. This excludes damage, maltreatment or misuse, colour-fastness, fabrics, fillings and normal wear and tear. It also excludes clock mechanisms and electrical fittings 4. Any consumer who feels that a complaint has not been dealt with in a satisfactory way, may contact the furniture trade’s arbitration scheme via ‘The Furniture Ombudsman’ and Wood Bros agree to comply with any conclusion reached thereby. ‘The Furniture Ombudsman’ may be contacted at ‘The Furniture Ombudsman’ Furnishing Standards, Maxwell Road, Stevenage, Hertfordshire, SG1 2EW 5. Although Wood Bros only support furniture retailers direct, should a consumer place an order with an approved Wood Bros stockist who ceases trading before the order is delivered to them, Wood Bros will undertake to supply the order to the consumer at the price agreed with the stockist (for which there should be a written quotation) less the amount of any deposit paid to the stockist, up to a maximum of 10% of the total value of the order 6. Wood Bros undertake not to use materials which are environmentally harmful; to comply with government legislation concerning the use of raw materials; and in particular to ensure that all timbers used are from sustainable sources. 7. This guarantee does not affect your statutory rights. Peter Sheffield Group CEO

  • What is the Wood Bros Guarantee and what does it cover?

    Wood Bros (Furniture) Ltd undertakes to guarantee the following to the purchasers of upholstery and furniture for five years. There are specific variations on some componants detailed below: 1. This Wood Bros guarantee is specific to the Purchaser, who has been named on the Validation Certificate form for the original purchase of the goods or within 2 years of purchase in the event of the purchaser’s death. The “Purchaser” includes purchaser’s spouse. 2. The Guarantee is subject to the completion and return of the Validation Certificate form within 14 days from delivery. Unregistered furniture will be subject to 2 years cover. 3. Claims under the Guarantee must be accompanied by proof of purchase (the Validation Certificate) and must be made by the original purchaser (or spouse). Purchase must have been from new and from an approved Wood Bros stockist. 4. Each piece of Wood Bros furniture will comply with the quality standards laid down by the Company. 5. Should any complaints arise they will be dealt with quickly and to a satisfactory conclusion either by means of repair or by other necessary methods, so that the company’s quality standards are upheld. 6. Any faults arising with the wooden structure, which are due to faulty manufacture will be repaired free of charge. This excludes damage, maltreatment or misuse, colour fastness, fabrics, fillings and normal wear and tear. It also excludes mechanisms and electrical fittings. 7. Any consumer who feels that a complaint has not been dealt with in a satisfactory way, may contact the furniture trade’s arbitration scheme via The Furniture Ombudsman and Wood Bros agree to comply with any conclusion reached thereby. The Furniture Ombudsman may be contacted at Fira International Ltd, Maxwell Road, Stevenage, Hertfordshire, SG1 2EW. 8. Should a consumer place an order with an approved Wood Bros stockist who ceases trading before the order is delivered to them, Wood Bros will undertake to supply the order to the consumer at the price agreed with the stockist (for which there should be a written quotation) less the amount of any deposit paid to the stockist up to a maximum of 10% of the total value of the order. 9. Wood Bros undertakes not to use materials which are environmentally harmful, to comply with government legislation concerning the use of raw materials and in particular to ensure that all timbers used are from sustainable sources. 10. All pieces of Wood Bros upholstery are offered with a 10 year guarantee on upgrade pocket sprung cushion interiors and the frame which includes the spring, subject to normal wear and tear when in a domestic environment. 11. Upholstery fabrics, irrespective of grade and all cushion interiors are offered with a 2 year warranty under normal domestic use caused by faulty workmanship or materials. Any issue arising after 2 years from the date of purchase will be subject to a pro-rata charge. 12. This Wood Bros Guarantee does not affect your statutory rights. 13. This Wood Bros Guarantee is offered and administered by Wood Bros (Furniture) Ltd

  • What if my products arrive and it is not what I have ordered?

    Please contact the stockist you purchased your product(s) from, who will progress your query.

  • Can I make changes to my order once it has been placed?

    If you would like to make any amendments or changes to your order, please contact your stockist with whom you placed the order with as soon as possible.

  • What if my order is late?

    We take every care to ensure that your products arrive within our standard delivery period. However in the event that you are not contacted within 8 weeks of placing your order, please contact the stockist you purchased the product from.

  • What if I wish to cancel my order before delivery?

    Please contact the stockist you purchased your product(s) from.

  • How do I place an order?

    To place an order for furniture & upholstery, please contact your local stockist. To find your local stockist visit the ‘Find my local stockist page on the website’

  • Can I return my order should I change my mind?

    Any refund or return must be agreed with your stockist you bought the product(s) from.

  • What do I do if I receive the products and they are damaged?

    Every care is taken to ensure that your goods are delivered in the best possible condition, however in the event that your product(s) arrive damaged please contact the stockist you purchased the product(s) from.

Refurbishment

  • Do you offer a Refurbishment and Repair Service?

    Yes we do. We offer a repair and refurbishment service throughout England and Wales on certain furniture and products  manufactured by Wood Bros. Please view our dedicated page on Repair and Refurbishment. Then, if you feel that we may be able to help you, simply complete the form on that page, providing us with the details of your specific inquiry, and we will respond with our advise on you best course of action.

  • Can I use my Own Material on Furniture?

    We are happy to use material of a customer’s own choosing on dining chairs and upholstery providing the fabric is suitable for the purpose and meets specific British Standards. Click here for further information on Customers Own Material (COM).

Repair

  • Do you offer a Refurbishment and Repair Service?

    Yes we do. We offer a repair and refurbishment service throughout England and Wales on certain furniture and products  manufactured by Wood Bros. Please view our dedicated page on Repair and Refurbishment. Then, if you feel that we may be able to help you, simply complete the form on that page, providing us with the details of your specific inquiry, and we will respond with our advise on you best course of action.

  • Can I use my Own Material on Furniture?

    We are happy to use material of a customer’s own choosing on dining chairs and upholstery providing the fabric is suitable for the purpose and meets specific British Standards. Click here for further information on Customers Own Material (COM).

  • Do Old Charm fabrics have fire protection?

    Yes, all our fabrics are fire retardant.

  • Where can I get my Wood Bros furniture repaired?

    If you should accidentally damage your Wood Bros furniture or upholstery please refer back to the original stockist where you purchased the piece, and they will be able to help you.

  • Are the fabrics hardwearing?

    All of our fabrics for all ranges either match or exceed minimum rub test requirements.

  • Where can I get replacement fittings?

    If you require replacements for broken hinges and handles, please e-mail our customer service on customerservices@woodbros.co.uk or call us on 01920 469241. Please include the collection range name, model number and finish colour of your furniture. We can supply replacement hinges, handles etc. for a small charge. We do not offer a fitting service for these products however, if you wish to return the product to us to have this items fitted we can do so but you will incur a charge.

  • Can I have a special alteration made to a piece of Old Charm or Wood Bros collections furniture?

    Usually the answer is ‘no’. However, you can always telephone our customer services to ask us about your specific alteration. Customer Services number 01920 469241.

  • Are all pieces available in all finish colours?

    Our furniture ranges are available in a selection of colours and finishes. Not all finishes are appliciable to each range. To find out which finshes are relevant to a specific range, please see the specific range information.

  • Can I have Old Charm colour matched to an existing piece of furniture?

    No, unfortunately we do not offer this service.

  • Can I change the leaded light glass or the carving patterns?

    Unfortunately we are unable to change the leaded light glass or the carving patterns for individual pieces of furniture.

  • Which type of polish should I use?

    Wood Bros furniture should be occasionally polished with a good quality beeswax polish. Polish containing silicone should not be used.

  • How can I get replacement glass?

    Please contact the stockist from whom you originally purchased your furniture, and they will be able to order you replacement glass.

  • The lights are no longer working in my display unit?

    Please contact our Customer Service department on 01920 469241 or email customerservices@woodbros.co.uk and they will be able to help.

Sales

  • Can I have some fabric samples?

    Yes, you simply e-mail your fabric sample request to us via the ‘Contact Us’ page.

  • Is it possible to buy direct from Wood Bros?

    No, it is not possible to buy direct from Wood Bros. Wood Bros furniture & upholstery ranges have to be purchased through an official Wood Bros stockist, who can provide full back up service. For details on your local stockist click on the ‘find a Stockist ‘ icon.

  • Are there any special offers at present?

    Wood Bros stockists will have various special offers throughout the year. Your local stockist will be able to advise you of their current special offers and promotions.

  • Do you know where I can buy or sell second-hand Old Charm furniture?

    If you wish to buy or sell second-hand furniture, the best place would be online at website such as ‘e-bay’ & ‘pre-loved’. Alternatively, you can look through the adverts in your local newspaper.

Showrooms and Stockists

  • Where is the Wood Bros showroom, how do I get there, and when is it open?

    Please click on the ‘Contact Us’ page for a map and directions. The Showroom opening times are 9.30am – 4.30pm Monday to Friday and 10.00am – 3.00pm on Saturdays. We are closed on Sundays and public holidays.

  • Where can I view a specific item?

    The entire Old Charm range, the Wood Bros ranges and Wood Bros upholstery are available to view at our showroom in Ware, Hertfordshire. Alternatively, if you e-mail us with your location and the piece of furniture you wish to see via the ‘Contact Us’ page, we will notify you of the nearest stockist with the specific piece on display.

  • Who is my nearest Wood Bros stockist?

    Simply click on the ‘find a Stockist’ tab and follow the directions shown.