Question 1

How does delivery work?

Accepted Answer

Once you've checked out, you can reserve your item for free collection at your chosen shop, or arrange delivery across Doncaster and the surrounding area at checkout. We'll confirm your collection or delivery slot by email once your order is ready.

Question 2

What areas do you deliver to?

Accepted Answer

We deliver across Doncaster and the surrounding area. Coverage and cost can vary by item and address, so this is confirmed at checkout. If you're not sure whether we cover your postcode, contact us before you order and we'll check for you.

Question 3

Can I collect my order instead of having it delivered?

Accepted Answer

Yes, click and collect is free at both our Carcroft and Dunscroft shops. Choose collection at checkout and we'll email you as soon as your order is ready to pick up.

Question 4

How will I know when my order is ready?

Accepted Answer

We'll email you a confirmation as soon as you check out, then send another update when your order is ready for collection or out for delivery.

Question 5

How do I track the status of my order?

Accepted Answer

We'll keep you updated by email as your order moves from confirmed to ready. You can also view your order any time in your Doncaster Refurnish account: there's a link near the top of this page, and one in your original confirmation email.

Question 6

What is your returns policy?

Accepted Answer

You have 30 days from receiving your item to change your mind and return it for a refund. That's longer than the 14 days you're entitled to by law. Please contact our team first so we can arrange it: our items are often large and one-of-a-kind, so we'll agree the most practical way to get it back to us. Once it's with us, we'll refund your original payment method.

Question 7

I've received the wrong item. What should I do?

Accepted Answer

We're sorry. Please get in touch straight away with your order details and a photo of what arrived, and we'll put it right as quickly as we can, whether that's sending the correct item or arranging a refund.

Question 8

My order arrived damaged. What should I do?

Accepted Answer

Please contact us as soon as possible with a photo of the damage and your order details. Keep the packaging if you can, as it may help us understand what happened, and we'll work with you to put things right.

Question 9

Can I exchange an item instead of returning it?

Accepted Answer

Sometimes, yes. It depends on the item and what's currently available. Contact our team, let us know what you'd like to exchange it for, and we'll see what we can do.

Question 10

Can I cancel or change my order after checkout?

Accepted Answer

Contact us as soon as possible after ordering. If your order hasn't been prepared or dispatched yet, we'll do our best to cancel or amend it. The sooner you reach out, the more options we'll have.

Question 11

What furniture and items can you accept?

Accepted Answer

We're happy to consider most furniture and homeware in good, clean, usable condition, such as sofas, beds, tables and wardrobes. Contact us with details or photos of what you'd like to donate, and we'll let you know if we can take it.

Question 12

Why do you check upholstered furniture for a fire label?

Accepted Answer

By law, upholstered furniture can only be resold if it carries a compliant fire safety label, under the Furniture and Furnishings (Fire) (Safety) Regulations 1988. We check every donated upholstered item for this label. If it's missing, we may not be able to accept it for resale, but our team can talk through your options.

Question 13

Do you test electrical items before selling them?

Accepted Answer

Yes. Every donated electrical item is safety-tested (PAT tested) before it goes on sale, so you can shop with confidence. Items that don't pass this test aren't sold.

Question 14

Do you offer a donation collection service?

Accepted Answer

Yes, we can collect furniture and appliances directly from your home, free of charge. Get in touch to arrange a convenient time, and our team will take care of the lifting. See our community services page for more detail.

Question 15

Can I drop off a donation at one of your shops?

Accepted Answer

Drop-off options can vary by location and item, so please contact us first to check where's best to bring your donation. We'll point you in the right direction and can arrange a collection instead if that's easier.

Question 16

Where are your shops?

Accepted Answer

We have two shops, in Carcroft and Dunscroft, both stocking quality refurbished furniture and homeware. See our shops page for full addresses, directions and what you'll find at each one.

Question 17

What are your opening hours?

Accepted Answer

Opening hours are listed on our shops page for each location, so you can check before you visit. Hours can occasionally change around holidays, so do call ahead if you're making a special trip.

Question 18

Are your shops accessible?

Accepted Answer

We want everyone to be able to visit and shop comfortably with us. For details on accessibility at our shops, and how to get in touch about a specific access need, see our accessibility page.

Question 19

Is parking available at your shops?

Accepted Answer

Parking arrangements can differ between our two shops, so please contact us or check our shops page before you visit if this matters to your journey, and we'll let you know what's available.

Question 20

Can I pay by card in-store?

Accepted Answer

Yes, both shops accept card and cash payments through secure in-store card machines. Card details are processed securely and are never stored on our own systems.

Here to help, whenever you need us

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