Frequently Asked Questions
General information can be found below, we recommend you contact your closest store for specific or localized enquiries.
Do you have a catalogue?
You can view the full collection and find the most up to date information on all our products on our website at timothyoulton.com. Different stores feature different aspects of our collection on display at any point in time.
How do I follow you, sign up to your newsletter or stay in touch?
For the latest news, events and collections sign up to our regular newsletter here. For daily inspiration you can follow us on Facebook, Instagram and Pinterest. If you would like to get in touch with us at any time please send us an email at firstname.lastname@example.org or contact your closest store.
Can someone help me plan and design my rooms?
Our expert Ambassadors will be happy to help you with your project. Please contact your closest store. In selected stores we also offer a dedicated Room Planning service (including in Amsterdam, New York, Los Angeles, San Francisco, Orange County, Hong Kong and London at Harrods & Heal’s).
I’m worried my sofa is too big for my room.
Make sure you have checked your home measurements, our Ambassadors can help you with this. If in any doubt, please contact your store.
How do I order?
You can order from any country, we deliver worldwide. Simply place your order at your nearest store in person, by phone or by email. Or save your items to your online wishlist and send us a price request. Contact us here and your nearest store will get in touch directly or find your closest store here.
How can I get the price of an item?
You can request the price online on the product page by selecting your chosen finish and size and then clicking on the Price Request button.
You can also request the price of multiple items by saving them to your wishlist and sharing it with your closest store.
I requested a price but didn’t receive an answer yet.
If you haven’t received a reply there may have been a technical issue that prevented your request going through correctly. Please don’t hesitate to contact us again and we will ensure we reply as soon as possible.
What is the cost of delivery?
Delivery costs vary depending on where you live and the number/size of pieces that you purchase. Once we receive your order, we will send you a personalized delivery quote.
What about delivery of large items?
For large items, our Ambassadors will ask you a few simple questions to ensure a smooth delivery. Please make sure there is sufficient access for us to deliver your item by checking the measurements listed below. Ensure the same units (cms or inches) are used when comparing against the size of your item. If any doubt, please contact your closest store.
- Size of doorways
- Size of any ramps
- Size of the elevator/stairwell
- Size of the windows (if required for access)
Please ensure there is a parking option for the delivery truck or a street permit for delivery.
How long will it take to receive my furniture?
We do keep a small number of best-selling items in stock which can be delivered from your local store. Most pieces are made to order in our workshop and will take longer to arrive. Every Timothy Oulton piece is individually handmade, and its handcraftsmanship makes each piece special. We appreciate your patience while your unique item is being made.
Who should I contact if I have a delivery issue or if my delivery is late?
When an order is placed, the attending Ambassador in store will share their contact details, and be available to answer any enquiries. If you don’t have the store information, please feel free to contact us here.
How do I assemble my product once it’s delivered?
Assembly instructions will be included when your item is delivered. For example, assembly may include simply screwing in chair feet or hanging the crystals or glass components of your chandelier. A furniture assembly service (excluding lighting) is available in most areas; please contact your closest store for more details.
Can I find all products on this site?
You will find all our current collections and all available finishes and sizes on the website. Occasionally you may find a product in store that is not featured online, this may happen if we have discontinued that design but the store still has some items in stock.
Vintage one-off pieces are not featured on our website, they vary by store.
If you would like to know if a product you have seen online is currently displayed at your chosen store please contact the store.
Are all products online displayed in store?
We offer a wide array of products and finishes, and only a selection can be displayed in store. In store we have swatches of different materials and finishes to aid selection. If you have seen something in store but you would like it in a different size or finish please check the website for all available finishes and sizes, or contact your closest store.
I saw an item in your store but I can't find it online, how can I get more information?
Contact the store. It might be a vintage piece or a discontinued design.
Where are the materials sourced from?
We source our materials from whichever corner of the world offers the most unique, quality materials and finishes that inspires our design team. We are constantly seeking out new raw materials from all over the world. Much of our wood is reclaimed from the UK, as well as China and Indonesia, while our leather hides are typically sourced from South America.
Are your products second hand or vintage?
All of our furniture, lighting and accessories collections are new pieces, many of which are strongly influenced by vintage designs. We often use reclaimed materials, including decades-old boat propellers and salvaged wood which is up to 100 years old. Our leathers are not vintage, but we employ special hand-finishing techniques to give the leather a strong vintage look and heritage feel, indistinguishable from actual antique leather. We like to breathe ‘old life’ into new things; many of our designs emulate vintage or antique pieces, but we add our own unique twist to give it that modern edge.
In addition to our collections, we do have a selection of genuine vintage items in our stores that have been collected from private collections and second hand markets across the world. These include large scale and often rare vintage items such as our Searchlights, as well as smaller collections such as riding boots and vintage crockery. These items vary by store, and are all available to purchase.
The furniture piece I bought looks different from the one I saw in store. Is that normal?
Yes, every piece is handmade so no two pieces are ever the same, this is what gives our products their own character and soul and makes them unique. Variances occur most noticeably in reclaimed materials, which all weather differently, or natural materials such as marble which will have its own unique degree of veining and patterns. Leather may vary in colour as the translucent dye is applied by hand, and each hide will have its own visible markings including stretches, tick marks and branding marks that are unique to each piece.
Can I customize my own item?
No, we don’t usually customize products. We offer a wide range of finishes (including 30 leathers and 15 fabrics - including linens and moleskins) and sizes for you to choose from.
Our large range of sectional sofas come in various modular options so that they can be configured to your exact requirements.
Can I order spare parts?
Most spare parts are available to order, such as replacement crystals for lighting. Please contact your closest store.
How do I care for my products?
With a little bit of care your item should last for many years. Please visit www.timothyoulton.com/products/caring-for-craftsmanship.html for full advice on how to care for and protect your furniture and lighting.
What fillings are used in the seat cushions?
Our wide range of upholstery is handcrafted using various cushion fillings, among others but not limited to; feathers, down, foam and fibre, depending on the model. Please refer to the online product page for the full description for your chosen item. Some of our models are deliberately designed to look vintage and worn, and are therefore not filled to be as plump as other models. Please refer to the online product page for the full description for your chosen item.
I have an allergy to feathers. Can I still buy your sofas?
We offer a wide choice of upholstery to suit your needs. As well as our feather-filled collection we also offer many options with foam and fibre filling.
The feather cushions on my new sofa feel a bit stiff. What should I do?
When your new sofa first arrives, you may find that the seat and back cushions look and feel firmer than you expected. Don’t worry, this is normal, and they will settle down after a short time. To help speed up the process, give them a good plumping to redistribute the feathers and turn them over every so often.
I purchased an item several years ago, I can’t find it on your website and I now have a question. What should I do?
If your question is about caring for your product, please refer to www.timothyoulton.com/products/caring-for-craftsmanship.html
If you would like to buy another item or if you have another question, contact the store where you made your purchase or send us an email here.
I’ve seen a sofa on your website but I want to see it in another finish, what should I do?
Visit your closest store. We have a leather wall in store with full hides in most finishes, as well as a large swatch book so you can touch and feel the leather. We also have swatch books of our linens and moleskins in store. If you are unable to visit in person, we can post you swatches, just get in touch with your local store. We have many finishes available.
Can I request a sample?
Yes, we offer swatch samples of our upholstery leathers and fabrics. Please contact your closest store to request your swatches.
How do I know if a product I purchased is real or a counterfeit?
Only official Timothy Oulton stores sell authentic Timothy Oulton products. Unfortunately, an increasing number of retailers, distributors and manufacturers are copying our product and selling it as their own design. Poor execution, inferior quality, inadequate finishing, lack of durability and no authenticity label are just some of the characteristics of a counterfeit product. All Timothy Oulton products carry hallmarks of authenticity and a product authenticity label. If you are in doubt, contact a Timothy Oulton store. View the full list of official stores here.
Where can I report a counterfeit product?
Please contact our legal department at email@example.com. For more information on counterfeit protection visit www.timothyoulton.com/counterfeit-protection/.
Any other questions we haven't answered here?
If you have any further questions please contact us here. We welcome your comments and suggestions.