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Frequently asked questions

GENERAL
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 galleries 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 via the bottom section of our Homepage. 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 you can Live Chat with our gallery teams 24/7 on our website or please send us an email at [email protected] or contact your closest gallery.

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 gallery. In selected galleries we offer a complimentary Interior Planning service to help you visualise your new space. Home visits are also available.

Do you offer a Trade Programme?

Yes. If you're a registered interior designer, architect or decorator please get in touch with your closest gallery or check our Timothy Oulton Trade page on our website for more info.

I’m worried my new furniture is too big for my room.

It is your responsibility to ensure your items will fit through any access points such as doorways, stairways, hallways, and lifts. You can refer to our handy Will it Fit guide. Should you have any concerns, please get in touch with us.

Are your products second hand or vintage?

All 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 galleries 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.

OWNERS' CLUB
What is the Owners’ Club?

Available in selected locations only, the Owners' Club is a membership programme offering exclusive benefits including a 20% off year-round discount and free delivery on orders over US$5,000. You do not need to be an existing customer to join.

Which locations is Owners' Club available in?

Owners' Club benefits can be used online in the UK, US, and Hong Kong, or in store at the following participating galleries: London Bluebird, London Tottenham Court Road, Glasgow, Hong Kong, Los Angeles, Orange County, New York, Connecticut, and Miami.

What benefits do I get as a member?

Members receive 20% off full-price products year-round and free or discounted delivery on orders over US$5,000. Members can also enjoy our complimentary 3D Interior Planning service including home visits, previews of new collections, and first-priority invites to gallery events. More details and terms and conditions can be found on our Owners' Club page.

Can I use my Owners’ Club discount on sale items or with other offers?

No, the Owners' Club discount is valid on full-price items only and cannot be used in conjunction with any other offer or used at a Timothy Oulton Outlet. Vintage collectibles and Timothy Oulton Studio products are exempt from the discount.

How do I join the Owners’ Club?

Simply register online here. There is no joining fee, and you can start using your benefits immediately online and in store. If you are shopping online, you must be signed in to ensure your discount is applied at checkout. Owners' Club is available in the UK, US, and Hong Kong only.

Is there a membership fee to join the Owners’ Club?

There is currently no joining fee or renewal fee.

As an existing member, how can I access my benefits?

Simply sign in online and your discount will be applied at checkout, or if you'd prefer to shop in our galleries, our team will apply your discount.

I've completed my registration, but I’m unable to view my discount. What should I do?

Your discount will be applied at checkout if your order meets the minimum spend of US$5,000. You must sign in before adding items to your basket, otherwise your discount will not be applied.

Why isn’t my discount reflected in my shopping basket?

Your discount will only show if you are signed in, and your order meets the minimum spend of $5,000. The Owners' Club discount cannot be used during sale periods or in conjunction with any other offer, and Timothy Oulton Studio products are excluded.

What’s the minimum spend for Owners’ Club discount eligibility?

The minimum spend applies to a single transaction of $5,000. Your order will not be eligible for the Owners' Club discount if the total value is below this threshold.

Can I include previous purchases to meet the minimum spend threshold?

No, the minimum spend applies to a single transaction only.

Can I use my Owners’ Club discount in store?

Yes! We'd be delighted to assist you in our galleries. Owners' Club benefits can be used at the following participating galleries: London Bluebird, London Tottenham Court Road, Glasgow, Hong Kong, Los Angeles, Orange County, New York, Connecticut, and Miami.

Are shipping charges covered by my Owners’ Club discount?

Membership includes free or discounted delivery on orders that meet the minimum spend threshold of $5,000. Free delivery is included within 100 miles of our galleries. Please refer to our Delivery & Returns section for full details.

Will my membership renew automatically?

Yes, once you have registered as a member you do not need to renew each year.

What is the process of cancelling my Owners’ Club membership?

You can cancel your membership at any time. Send an email to [email protected] or get in touch with your closest gallery.

ORDERS
How do I order?

You can order from almost any country, we deliver worldwide. Simply place your order through your preferred gallery in person, by phone or by email. If you can't visit us in person, we offer virtual consultations as part of our Complimentary Services via FaceTime, Zoom, Skype etc if you'd like any advice or to see our products via video call. We often assist customers based in different locations to our galleries. You can also order online through our website.

Do you offer Virtual Consultations?

Yes. We assist many of our customers virtually and can offer you a full service over email or video call from product information and design advice to placing your order. View our Complimentary Services page for more details.

How can I get the price of an item?

For our customers in the US, prices are displayed online in US dollars. If you are not based in the US, please choose the correct country from the 'Ship to' drop down list at the top left of your screen. If you cannot see the price of an item, you can Live Chat with our gallery ambassadors for immediate assistance. Alternatively please select 'place enquiry' via the website.

What payment methods are available?

We currently accept the following payment methods: Visa, Mastercard, Maestro, American Express, Google Pay, and Apple Pay.

DELIVERY
Do you deliver all over the world?

Yes, we ship to most countries in the world.

What is the cost of delivery?

Delivery costs vary depending on where you live.

Within the USA: Delivery is free within 100 miles of a Timothy Oulton gallery on orders above $5,000. For orders under $5,000 the delivery charge will be calculated in your basket, or advised by our ambassadors if ordering from our galleries.

Within the UK: Delivery is free on orders above £5,000 for mainland UK addresses. For orders under £5,000 the delivery charge will be calculated in your basket, or advised by our ambassadors if ordering from our galleries. Non-standard deliveries along with deliveries to the Isle of Wight, Scilly Isles and the following postcodes are subject to additional charges: HS IM ZE.

For delivery to other countries not listed above, please contact your local gallery.

Go to our Delivery and Returns page for full details.

What about delivery of large items?  

For large items, our Ambassadors will ask you a few simple questions to ensure a smooth delivery. We also offer a handy Will it Fit guide to help you measure your access points. 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 gallery.

  1. Size of doorways
  2. Size of any ramps
  3. Size of the elevator/stairwell
  4. 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. 

Do you offer white glove delivery?

We offer a white glove delivery service to most locations. In the event that we are unable to provide a white glove delivery service, our team will contact you to offer alternative options such as a boxed delivery. In remote areas, courier or kerbside services may be necessary.

Do I need to sign for my parcel delivery?

Yes. Parcel orders for small items such as cushions are sent via recorded delivery and will require a signature upon receipt. We use national carriers for all parcel deliveries.

Can I choose my delivery date?

Once your order is due to arrive in our distribution centre, our delivery partners will contact you to offer the available dates for delivery. You will be offered the earliest available delivery date, but if this is not convenient our delivery partners will discuss alternative dates with you. We are unable to store orders for longer than 2 weeks after arrival in our distribution centres.

Who should I contact if I have a delivery issue or if my delivery is late?

When an order is placed in store, the attending Ambassador will share their contact details and be available to answer any enquiries. If you placed your order online, you may contact us at [email protected].

How do I assemble my product once it’s delivered?

Most of our furniture items will be delivered to your home by our white glove delivery service providers, where we'll carefully unpack and inspect each item, place it in your room of choice, and provide assembly. We will also ensure all packing materials will be removed and recycled where possible. If we are unable to provide a white-glove delivery service to your location, our team will contact you to offer alternative options such as a boxed delivery.

We are unable to install lighting, mirrors or artwork. These items will be delivered boxed to your room of choice. We are also unable to install products requiring support of a qualified electrician. We do strongly recommend using a qualified electrician for these types of installation.

Are you able to collect my existing furniture?

This isn't a service we currently offer.

What happens if I move to a new address before my furniture delivery?

Please get in touch with your closest gallery and we will update your delivery details. For online orders, please contact [email protected]

Where is my furniture coming from?

Our furniture is handcrafted by skilled and experienced craftsmen in our workshops in Guangdong, China. This is where our founder Tim Oulton was based. Our design room is nearby and our international design team fly in for extended periods. Our 40,000 sq ft Showroom is also close, where we welcome overseas visitors and press. Every Timothy Oulton piece is handmade to order and undergoes rigorous quality control measures.

I have another delivery question

Your question might be answered on our Delivery and Returns page or under our Terms and Conditions. If you need further assistance, please contact your closest gallery or get in touch by email at [email protected].

RETURNS & CANCELLATIONS
What's your returns policy?

We take enormous pride in the quality of our handcraftsmanship and authenticity of our materials, and we hope you are delighted with your purchase. Should you wish to return your item, you must inform us within 14 days of delivery by contacting the gallery you purchased from, or by emailing [email protected] if your purchase was made online. You will be responsible for the cost to return the item to us, and all made-to-order items carry a 20% restocking fee. If you are returning your item due to a fault, you must inform us within 5 days of delivery.

Certain items including bespoke pieces are not eligible for returns.

For full details on our returns policy please see section 4.10 of our Terms & Conditions.

What’s your cancellation policy?

You can cancel your order within 48 hours of purchase by telephoning or emailing us. Made to order items cannot be cancelled after 48 hours. In-stock items can be cancelled up to 14 days of the purchase date subject to a 20% re-stocking fee and the balance will be refunded by store credit.

For full details on our cancellation policy please see section 4.8 of our Terms & Conditions

PRODUCT
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 gallery still has some items in stock.

Vintage one-off pieces are not featured on our website, they vary by gallery.

If you would like to know if a product you have seen online is currently displayed at your chosen gallery please contact the gallery.

Are all products online displayed in store?

We offer a wide array of products and finishes, and only a selection can be displayed in our galleries. We offer swatches of different materials and finishes in our galleries to aid selection. Please complete a Swatch Enquiry online and your closest gallery will be in touch. If you have seen something in the gallery 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 gallery.

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.

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 customise my own item?

No, we don't customise products. We offer a wide range of finishes 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.

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 Care Instructions.
If you would like to buy another item or if you have another question, contact the gallery where you made your purchase or email us at [email protected]

Can I request a sample?

We offer swatch samples of most of our upholstery leathers and fabrics. Swatches are not available for every finish as some of our leathers are finished for a second time once upholstered. Please complete a Swatch Enquiry online and your closest gallery will be in touch.

PROMOTIONS
Do you have any current sales or promotions?

Any current sales and offers will be displayed online. These are applicable to our US website only and exclusively for our customers living in the US.

CARE & MAINTENANCE
How do I care for my product?

With a little bit of care your item should last for many years. Please visit Care Instructions for full advice on how to care for and protect your furniture and lighting.

How do I clean my leather furniture?

For advice on how to keep your leather furniture in top condition please read our leather care guide.

How do I clean my sheepskin and cowhide furniture?

For advice on how to keep your sheepskin and cowhide furniture in top condition please read our sheepskin and Moo care guide.

How do I clean my fabric sofa, chairs, and accessories?

For advice on how to care for your velvet or linen sofa and chairs, rugs, and cushions, please read our fabric care guide.

How do I clean my wooden furniture?

For advice on how to keep your wooden furniture in top condition please read our timber care guide.

How do I clean my chandelier, pendant, or lamp?

For advice on how to keep your lighting in top condition please read our lighting care guide.

Can I order spare parts?

Most spare parts are available to order, such as replacement crystals for lighting. Please contact your closest gallery or if you placed your original order online please contact us at [email protected]

Do you offer a reupholstery service?

This isn't a service we currently offer.

Are products covered under a warranty?

Warranty information is covered in our Terms and Conditions. All furniture is guaranteed for a period of 1 year from date of purchase against manufacture defects only. All personal accessories and home accessories are guaranteed for a period of 1 year from date of purchase against manufacturer defects only. All leathers shall be free from defects in materials and workmanship for a period of 2 years from the date of purchase (subject to Condition 4.9 of our Terms & Conditions). All upholstered furniture frames shall be guaranteed for a period of 10 years from date of purchase against manufacturer defects only.

GENUINE OR COPY?
How do I know if a product I purchased is real or a counterfeit?

Only official Timothy Oulton galleries 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 gallery. View the full list of official galleries here

Where can I report a counterfeit product?

Please contact our legal department at [email protected]. For more information visit Counterfeit Protection Policy.