ABOUT US:
 
How many showrooms does Lombok have?
We have one flagship showroom located at 204-208 Tottenham Court Road, London W1T 7PL.
 
Does Lombok have an assembly service?
Our delivery team will assembly your items in the room of your choice and take away the packaging.
 
Does Lombok collect old pieces of furniture?
Unfortunately we do not offer a recycling service for unwanted furniture items.
 
Can I track my order?
You can’t track your furniture order but we can track your accessories order.
If you are unsure of the status of your order, you can email or call our customer service team 020 7736 5171 or webenquiries@lombok.co.uk, with your order reference number and one of our team will update you on the situation.
 
Can I purchase Lombok gift vouchers?
Gift vouchers are currently only available to buy and spend in our flagship showroom.
 
What are Lombok customer service opening hours?
Customer services is open Monday to Friday, from 9am to 5:30pm.
 
What is Lombok’s opening hours?
To see our flagship showroom opening hours, please visit our showroom page here >
 

ORDERS:

Can I collect my order from your warehouse?
We offer the possibility of collect your order from our warehouse. For more information contact our customer service on 020 7736 5171 or webenquiries@lombok.co.uk 
 
Can I order online and get it delivered in store?
Yes you can order online and get your order delivered to our store.
 
Can I place my order over the phone?
Yes you can place an order over the phone. Contact our customer service team on 020 7736 5171.
 
Will I get an order confirmation?
Once you have placed an order, you will receive a confirmation email (please do check your spam folder).
 
How do I cancel my order?
To cancel your order, please email our customer service team if it is a web order on 020 7736 5171 or webenquiries@lombok.co.uk, or contact our store team if you have placed your order in store on 020 7637 3286 or tcr@lombok.co.uk
 
Can I change an existing order?
Yes you can amend an existing order as long as the delivery hasn’t been confirmed.
 
 
DELIVERY:
 
What delivery communication can I expect?
 
FURNITURE INSIDE LONDON AND NEIGHBOURING COUNTIES:
After placing your order, when all items are in stock, you will receive a text message confirmation or a phone call if you didn’t provide us with a mobile phone number.
This message will confirm the available dates for the next two weeks.
You will then be asked to contact us to confirm which the most suitable date is for you.
The day before your delivery, you will receive another text message or phone call to confirm your 2 hour time slot.
The day of your delivery, you will receive a phone call from our delivery team, confirming the time of your delivery.
 
FURNITURE DELIVERIES OUTSIDE LONDON AND HOME COUNTIES:
When your items are in stock, our logistics partner will collect your order on the first Wednesday after all your items are ready for delivery.
They will then contact you directly within the 14 working days to arrange a convenient time to deliver your order.
 
ACCESSORIES DELIVERIES:
Once your items are in stock and available for delivery, they will be collected by our logistics partner. They will then contact you via email or text message to confirm they have collected your parcel.
The next day you will receive a second email or text message confirming your one hour time slot and listing a range of available options if this is not convenient.
 
MIXED ORDERS:
Your order will delivered separately. With accessories being dispatched separately by our parcel courier and your furniture order being dispatched by one of our logistics partner listed above.
 
How much is Lombok delivery charges?
FURNITURE DELIVERY - £40 or free on orders over £2,000
London & Home Counties: Up to 7 days (including weekends) Rest of UK: Up to 14 working days.

ACCESSORIES DELIVERY - £4.95 or free on orders over £50
All of UK: Up to 5 days.

STORE COLLECTION - Free
Shop online and collect your order in store. Items must be paid for in full prior to collection. This service is only available on selected items.

Our Delivery Service
We offer a premium delivery service; furniture is delivered by a team of experts and assembled on site. Our drivers will unwrap and remove the packaging of your item(s) and place in the room of choice.

When your item(s) are available for delivery, you will receive a text message or phone call with an option of delivery days. Once you have received this, simply call us back to let us know which day suits you. We will contact you again prior to delivery with a 2 hour delivery window. Many items are in stock and available for delivery. Made to order items have an 8-12 week lead time. For made to order items and items stating a due in date, we will contact you once the item becomes available to arrange delivery.
 
Why is there a delivery charge?
Our delivery specialists will deliver into your home, assemble and place the furniture into your chosen room(s) into your home and remove unwanted waste packaging.
 
Do furniture items come in knock down?
Certain products are knock down, such as all of our beds, but many of our furniture products are already fully assembled. Please check with customer services or the in store team if you are unsure whether the items you have ordered or wish to order are knock down or purpose built.

Does Lombok deliver overseas?
We can provide you with a number of quotes from shipping agents who we have worked with in the past and trust to look after your purchase. This service is not available online, but if you are looking to place an order on our website and get it delivered overseas, please do get in contact with our customer service team.
 
Do I need to be at home for my delivery?
FURNITURE DELIVERIES:
If you have confirmed your choice of day for your delivery and received your 2 hour allocated time slot confirmation and you are not home when our delivery team arrives, they will wait a maximum of 30 minutes (within the delivery window) before moving on to the next job. In this situation, you will be expected to rearrange the delivery (at a cost of £40 failed delivery charge).
 
ACCESSORIES DELIVERIES:
If you are not home, and have not selected one of the alternative options, I.E parcel to be left in a safe place or with a neighbour, a calling card will be posted to your letter box with instructions on how to rearrange your delivery at no extra cost.
 
Can I choose my delivery dates?
After you place your order us (online, by phone or instore etc.) you will be contacted by our customer service and get offered delivery dates when the delivery team is in your area.
 
What if my delivery arrives damaged or faulty?
If your item is faulty or arrives damaged, you will be asked to provide photographic evidence, which should be emailed in to our customer service department, who will be happy to arrange a replacement or a refund once the item has been returned back to our warehouse. You can ask the furniture delivery team to take the item back and claim a replacement or exchange on the date of delivery. This will be arranged once your paperwork has been setup.
 
Can I change the delivery address after I placed my order?
You can alter the delivery address on your order as long as you have not paid via our Finance / Interest Free Credit agreement.
 
Do you remove packaging?
All outer packaging will be removed by the delivery team on the date of delivery. If you would like the items left packed or unbuilt, please advise the delivery team.
 
 
OUR PRODUCTS:
 
What is reclaimed teak?
Our reclaimed teak has been sourced through recognised Indonesian timber brokers who buy timber recovered from old benches, floorboards, panels and beams. Due to rapid expansion in Indonesia there has been substantial building work across the country and the old-style wooden buildings are being replaced with more sanitary and modern brick and tile houses. As a result, there is a supply of this seasoned teak timber which not only has a beautiful weathered appearance, but is more durable in a UK climate and is much less likely to shrink, move or crack due to the low level of moisture.
 
How do I care for my items?
Our products are all made from natural materials; they do need to be treated with a certain amount of care. For more information about your purchase please do refer to our product care page here: http://www.lombok.co.uk/product-care/
Please be advised that some of our ranges (Sumatra, Padang, Manado) are unsealed wood. The feature within these ranges is designed to take on lifestyle changes / marks. However, we would advise a light coating of clear bees wax polish to help maintain the aesthetic of the wood.
 
Is the item I will receive the same product as the one I have seen in the showroom?
Due to the ‘rustic’ effect of the wood we use and the handmade quality of the furniture, each piece is likely to differ slightly in measurement, appearance, colour and finish. Please be prepared to see small plugs and blocks in your furniture. The salvaged planks often contain holes, where one piece of wood was joined to another. These holes are plugged with leftover pieces of wood before they are processed, and the plugs are a distinctive feature of the finished items.
 
Can I find all Lombok products on your website?
Our website contains all our products collections that have been photographed. New items will appear online once they have been photographed.
 
Can Lombok provide fabric samples?
Yes we do provide fabric samples. To request your fabric samples click here: http://www.lombok.co.uk/swatch_request/
 
What is Guardsman protection?
Guardsman protection is a warranty that insures that in the in the event of accidental damage to your product it will be repaired or replace back to perfect standards. For more information click here >.
 
I ordered an upholstery item, what happens next?
As your upholstery items are made to order, we do not hold any stock. After your order has been placed, it will go into production and you will be contacted to arrange a delivery time when it is ready. Please note that there is a manufacturing lead time. For more information, contact our Customer service team on 020 7736 5171 or webenquiries@lombok.co.uk 
 
What do I need to measure before ordering a sofa from Lombok?
Before placing your sofa order we will recommend you measure the access route from the entrance to the property to the final place you require your sofa to be. Remember to consider the height of doorways, which direction they open and if they can easily be unhinged. Also good to take note of the ceiling height above staircases.

I want a Lombok sofa upholstered with my own fabric, is that possible?
Unfortunately we do not offer this service at the moment; however please let us know your interest in this by e-mailing webenquiries@lombok.co.uk
 
How can I find out when a product is out stock and when it will be back in stock?
To find out when an item is back in stock we recommend checking our website where the dates are displayed on the product’s page or contact our customer service team on 020 7736 5171 or webenquiries@lombok.co.uk
 
Do Lombok lamps come with a lamp shade?
We sell our lamps and lamp shades separately so you can choose exactly which shade you want or use a lamp shade you already have. Please not that you may require a conversion ring to fit your own shade to our lamp bases.
 
 
PAYMENTS & REFUND:
 
How can I pay for my order?
ONLINE:
We accept payment via Sagepay, Paypal and Interest free credit.
We accept Visa, Mastercard, American Express and Delta.
 
INSTORE:
We accept payment via credit, debit cards, cash and Interest free credit.
 
What is your refund policy?
Once your returned order has been accepted by our warehouse or showroom, a full refund minus the relevant charges will be issued to the card used to place the order.  Refunds can take up to 14 working days.

When will Lombok refund me?
Refunds are dealt with case by case. Once your account has been balanced, your refund will be posted back into your account within 14 working days. For more information, contact customer services for update on 020 7736 5171 or webenquiries@lombok.co.uk 
 
Why is there a delay to my refund?
The main reason for delayed refunds is that our warehouse hasn’t received your return. The refunds are process once we have received your item. For more information contact our Customer service on 020 7736 5171 or webenquiries@lombok.co.uk 
 
Do you offer Interest free credit?
We do offer an interest free credit service. Our flexible finance options are designed with you in mind, making it as easy as possible to give your home that much needed update. Apply online and receive a decision instantly. Finance with Lombok is administered by V12, we offer Interest Free Finance (Interest at 0% APR) and Flexible Finance (Interest at 15.9% APR). We recommend that you read the information on this page before processing your application for the finance option you choose.
 
Interest Free Finance - Available on all orders for a limited time only. 
Interest at 0% APR
6, 9, 12, 18, 24, 36, 48 month financing.
 
Flexible Finance
Interest at 15.9% APR
12, 24, 36 or 48 month financing.

If you spend over £250 in a single transaction up to the value of £15,000, you qualify for Interest Free Finance. Simply decide on the length of time you would like to spread your monthly payments across and our easy to use calculator will tell you the rest.
 
 If you would like more information about your finance application, click here (link to the finance page) or contact Customer service on 020 7736 5171 or webenquiries@lombok.co.uk 
 
Why was my credit application declined?
We are sorry to hear that your finance application was not approved.
Unfortunately we are unable to influence our finance partner decision.  They don’t share any information on why application is declined with us, due to confidentiality laws.
 
Why can’t I use a promo/ offer with Interest free credit?
Most of the time you can use promotional codes and offers with our finance options unless stated otherwise. Please find further information about our finance options here >.
 
 
RETURNS:
 
What is Lombok returns policy?
FURNITURE RETURNS:
If for any reason your furniture order isn't suitable when it arrives in your home, our delivery team can take it away with them free of charge.
If you would like to return your item(s) after you’ve accepting delivery, please contact our customer services on 020 7736 5171 or webenquiries@lombok.co.uk, within 14 days of receiving your goods.
If the goods are being returned due to a change of mind the collection will incur a £40 collection fee.
 
ACCESSORIES RETURNS:
If for any reason your accessory order isn’t suitable, please return the item(s) in their original packaging with a completed returns forms within 14 days of receiving your goods via any of these methods:
•    Free of charge to our store: 204-208 Tottenham Court Road, London, W1T 7PL
•    Using our free of charge postal method to return the items(s) to our warehouse using the pre-printed sticker on the back of your order form and taking to your nearest post office.
•    Via our delivery service for an £8.00 collection charge. Please contact our customer service to arrange this.
 
Can I return my goods via Royal Mail?
To return your order via Royal mail, please contact customer services to request a returns form on 020 7736 5171 or webenquiries@lombok.co.uk 
 
 
OTHER QUESTIONS:
 
How can I unsubscribe from Lombok's mailing list?
To unsubscribe from our mailing list, click the unsubscribe link in the email. Please note it may take a few days before you stop receiving the emails. If this doesn’t work please contact customer services. You can subscribe again at any time.
 
How do I get my password for my online account reset?
You can still access your Lombok account if you have forgotten your password, we can reset it for you. Please click the ‘Forgotten your details?’ link on the Sign In / My Account pages. You will be asked to enter your account email address and we will send an email to you. Please check your mailbox and follow the instructions.
 
How can I receive the Lombok catalogue?
You can browse all of the Lombok catalogues on our website in the inspiration section here >. On many of these look books, you can shop the items direct from the pages. We create look books throughout the year which will offer you seasonal inspiration for your home. To order a copy of our catalogue to be sent to you, please complete the form here >.