Frequently Asked Questions

If you cannot find the answer you are looking for please do not hesitate in contacting us.

General

Store opening hours vary for each store. The full list of stores and opening hours can be found here.

Please click here to see our list of stores.

Yes, we offer a free click & collect service. Currently, you can pick items up from our Monaghan branch and warehouse. Should you wish to collect your items in either of our Northern Ireland branches, please do not hesitate to email or phone us and we will do our best to accommodate this request.

Placing Your Order

You can visit any of our 3 stores to make your purchase, or place an order over telephone or email. Please click here for contact information.

Yes, prices in our stores are price matched to all of our ranges in store. Some of our ranges are available “Online Only” and are not on display in our stores.

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the product without notice at any time.

No, because we stock such a wide range, not every store will have every item on display. If there is something in particular you wish to see, please give us a call and we will advise which stores this item is on display in.

Please let us know as soon as possible if you would like to amend your order. Once your items have been dispatched or delivered there will be charges for delivery and collections. You can cancel your order by calling one of our stores or contact via email: sales@upstairsdownstairs.ie.

Any made-to-order changes will need to be made within 14 days from the date your order was placed, after which all made-to-order goods will be subject to a cancellation fee of 20% of the price of the goods. This will be deducted from any refund due to you.

Yes, click and collect is available in our stores. Currently, you can pick items up from our Monaghan branch and warehouse. Should you wish to collect your items in either of our Northern Ireland branches, please do not hesitate to email or phone us and we will do our best to accommodate this request.

Please let us know as soon as possible if you would like to cancel your order. Once your items have been dispatched or delivered there will be charges for delivery and uplifts/collections. You can cancel your order by calling one of our stores or contact us via email: sales@upstairsdownstairs.ie.

Any made-to-order cancellations will need to be made within 14 days from the date your order was placed, after which all made-to-order goods will be subject to a cancellation charge of 20% of the price of the goods. This will be deducted from any refund due to you.

Delivery

We deliver nationwide. Delivery charges vary depending on your location. For further information, please contact us.

If you are not there when our delivery drivers attempt to deliver an item, it will be brought back to our warehouse. We will contact you to arrange another delivery and another delivery charge will be issued.

This can be arranged; we do charge for a disposal service, the price depends on what the old furniture is.

Delivery will take place during regular business hours; Monday to Friday. We try our best to accommodate any requests for specific delivery dates but on occasion this may not be possible. We will contact you a day before the actual delivery and give you a morning or afternoon time slot, however, due to circumstances outside our control such as traffic congestion, breakdowns or bad weather, we may not always be able to meet this expectation. You are responsible for answering all calls and voice messages; failure to do so may result in non-delivery.  

We deliver to the Republic of Ireland and Northern Ireland.

If goods are in stock we aim to dispatch your order within one to three weeks from receipt of an order. However depending on delivery volumes, this may be quicker. Once you place an order you will be contacted by a member of our sales team to receive an estimated delivery date.

If you order an item that is not in stock a member of our sales staff will contact you giving details on expected delivery times. At this point, you have the option to either cancel your order or wait for delivery. As soon as your goods arrive at our warehouse, we'll get in touch with you to arrange a delivery date and finalise payment.

Accessories are usually sent by courier typically within 3-4 working days, depending on delivery volumes.

If you require an urgent delivery service please call one of our stores and we shall do our best to facilitate you.

As you prepare for delivery, please make sure that there is sufficient space for goods to be unpacked and assembled (if assembly has been agreed). It is the customers responsibility to ensure that elevators or staircases providing access are suitably spacious for the items that you are receiving. It is strongly advisable to move any delicate or fragile items which may be harmed due to the delivery process as we will not be held responsible for any damage to the goods or property.

When delivering the products, our delivery staff will always take reasonable care. If they believe that delivery to the desired location is likely to result in property or product damage, then an alternative room must be agreed with you where possible. 

We deliver to the Republic of Ireland and Northern Ireland. We do not currently deliver overseas.

We can assemble your furniture, some of our items will arrive already fully/ partially assembled. If you require assembly a small fee may be required. For further information, please call one of our stores or contact via email to: sales@upstairsdownstairs.ie.

Finance

If you're worried about your credit rating affecting your finance being accepted then please speak to our team of specialists, who can help you through every step of the process. We work closely with a third party finance provider who make the decision regarding who is accepted for finance.

Minimum age 18 on date of application.

ROI/UK resident for last 3 years minimum.

Provide a telephone number – landline or mobile.

Have a bank account that supports direct debit.

Be in one of the following – Full-time employment (16hrs> p/w) / Part-time employment (<16hrs p/w) /Self-employed / Retired / In receipt of Disability Allowance / Homemaker.

How long a credit check can take depends on many factors, these are determined by the finance company. However, as a very rough guide you can usually expect to have a decision within 24 hours of applying.

Yes, you can settle your finance account early, for further information, please call one of our stores or contact via email to: info@upstairsdownstairs.ie.

If for some reason you are not accepted we will let you know, and go through alternative payment methods with you.

Proof of identification. – (Valid Irish or UK driving licence or passport)

Proof of address. – (Valid Irish or UK driving licence or passport, current utility bill or credit card statement.)

NOTE

Bank statement MUST be dated within the last 3 months.

Utility bills MUST be dated within the last 3months

Customer Service

Yes. Shopify is certified according to the Level 1 PCI DSS standard. It means that the store is equipped with data encryption tools, protection of Shopify payment transfers, prevention of viruses at the servers, risk analysis tools as well as constant security monitoring.

Please inspect your order as soon as you receive it. If you notice something wrong with your order please let your delivery team know straight away. If you only notice something later on, you can contact your local store as soon as possible or email us: sales@upstairsdownstairs.ie.

Cancellations for made-to-order items will need to be made within 14 days from the date your order was placed.

To receive a refund you must take care of the goods. If you fail to do so we reserve the right to refuse the refund or deduct a charge based on the condition of the goods. It is not possible to refund made-to-order items unless you cancel them in accordance with your rights or they are faulty/not as described. Your statutory rights are not affected.

Your refund will be processed as soon as possible and, in any event, within no more than 14 days of the day you have given us notice of cancellation or returned items.

Until the goods are returned to us, you are responsible for them including if the goods are lost, damaged or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation we may have a right of action against you for compensation.

We will make a refund using the same method of payment originally used by you to pay for your purchase.

If goods are delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.

Please inspect your order as soon as you receive it. If you notice something wrong with your order please let your delivery team know straight away. If you only notice something later on, you can contact your local store as soon as possible or email us: sales@upstairsdownstairs.ie. 

For store information click here.

Call your nearest store or email sales@upstairsdownstairs.ie within 14 days of receiving your order to arrange a collection or exchange. Please bear in mind that you will be charged for any costs involved in delivering and uplifting your item. Alternatively, you can drop off at one of our collection points and we’ll take it from there. We do ask that whatever you return is in the same condition you received it.

If you have ordered using Click and Collect you can either return your item to the store within 14 days or call your local store to arrange an uplift. There is a charge for an uplift service.

Purchases made in store have a different returns and cancellation procedure. Please check with your local store for more information.

Nationwide Delivery

Delivery all around the island of Ireland.