Here, we have tried to anticipate your questions and provide help and information from how to place an order, delivery, guarantees, and returns etc. together with useful information on how to navigate our web site.
Please click on the links below for a basic explanation of how the site works and our policies. If after you have read this, you are still confused, or have additional questions, please contact us
To place an order directly from this web site with complete security, follow these easy steps:
We accept online payment in a secure environment with Visa and Mastercard credit cards, as well as Switch and Solo debit cards. If you prefer not to send your credit card details via the Internet, you may call us directly at the following telephone or fax number below to complete your order.
|Telephone:||020 8655 6240|
|Fax:||020 8668 4392|
We do not charge your credit or debit card until we despatch your order.
Please note, we are unable to accept Visa Electron, Diners Card or American Express.
All our prices are displayed in sterling, but we accept credit card payments from anywhere in the world.
We do not accept payment by credit card in cases where the goods are to be released to a third party. For example, customers who would like a courier to collect their order from our premises should send payment by electronic bank transfer, not by credit card.
Customers who would like to collect the goods themselves may pay by credit card but they must bring their credit card with them and pay using chip and pin verification.
Click Here for the Universal Currency Converter
If your order has not been confirmed by the receipt page, you can change or cancel your order as follows:
You can cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items).
To cancel your order you must inform us in writing giving your name, address, telephone number, email address and details of your order. You can use the cancellation form provided (Download Form) or you can notify us in writing at the following: Cyan, Unit 7 Gateway Business Park, Pipers Road, Coulsdon, CR5 2AR Tel: 020 8655 6240 Fax: 020 8688 4392 Email: firstname.lastname@example.org
To meet the cancellation deadline, it is sufficient for you to send your communication advising that you wish to exercise your right to cancel before the cancellation period has expired. Please note though you might have to provide proof of despatch if you post the item such that the cancellation notice is delivered to us after the expiration of the cancellation period.
You cannot cancel your order if the goods are bespoke (ie made to order) or personalised in any way.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance if you treat the goods with Teak Oil or a Teak Care product the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order.
Effects of cancellationIf you cancel your order, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us). You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging they were delivered in. There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To mitigate this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
We will make the reimbursement not later than:
14 calendar days after the day we receive back from you any goods supplied or (if earlier) 14 days after the day you provide evidence that you have returned the goods
We will make the reimbursement using the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
Costs of ReturnYou will have to bear the cost of returning the goods. You should return smaller items, value up to approximately £100, via Royal Mail or courier and this will cost £10 - £20 to return. Please make sure you insure the goods and retain proof of despatch which might be required by us in order to process a refund.
For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
£30 For order values £50 - £199.99
£50 For order values £200 - £399.99
£65 For order values Over £400.00
There will be a surcharge for collection from Scotland of £20 - £100 depending on the location of the delivery address. In the event that delivery was to an agent/ freight forwarder collection will only be from the point of delivery not the onward customer address.
For items that have been taken offshore they must be returned to the original mainland delivery address and this cost will be borne by the buyer.
We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund.
Cancellation by usWe reserve the right not to process your order if:
We have insufficient stock to deliver the goods you have ordered;
We do not deliver to your area; or
One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.
We deliver the majority of our range ourselves in order to ensure safe delivery. Where possible our furniture is delivered fully assembled for your immediate, stress free, enjoyment.
We are able to deliver orders to mainland England and Wales usually within two weeks of receiving your order with costs as set out below:
You will be contacted with a delivery date, for larger items delivered by our own fleet of vans, and if it is not convenient an alternative date will be given. With larger items such as tree seats, large benches and large tables our drivers will require assistance.
Please note that we deliver between 07:00 and 19:00 hours.
At the time of order, please advise if there are any issues with access/parking for vans or access into the garden such as steps, restrictions of width or obstacles. Failure to do so may result in an abortive delivery and a subsequent redelivery charge. Cyan cannot be held responsible for any damage caused as a result of there being insufficient access to place the items in the garden.
Should any items need to be carried through the house it is the responsibility of the customer to ensure that floors and carpets are protected and that there is clear access to the garden. Further our driver will act as assistant to the customer to move the items through the house and neither our driver nor Jati Ltd will be held responsible for any damage caused as a result of moving items through the house. We are not obliged to carry items through a property and if our driver decides the items will not fit he is entitled to treat the delivery as a curb side delivery.
Delivery Large items
Delivery Smaller items
We deliver to parts of Scotland approximately every 2/3 weeks, in season. Delivery costs to Scotland are quoted on an individual order basis. We will advise the costs after receipt of order. We cannot guarantee a delivery date as deliveries to Scotland take place over a 2 day period though we will endeavour to provide an anticipated date of delivery. We regret we do not deliver to all parts of Scotland although we are able to deliver to your preferred freight forwarder for onward delivery at your own cost and risk. Tables are delivered flat packed.
Northern Ireland, Isle of Man and Isle of Wight and Islands
We regret we do not deliver to Northern Ireland, Isle of Man and Isle of Wight although we are able to deliver to your preferred freight forwarder for onward delivery at your own cost and risk.
We do not deliver overseas. We can provide weights and volumes of products for customers to arrange shipment which will be at their own risk. You will be responsible for any customs or import duties levied once the goods reach your country.
For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
If you want to view our prices in your local currency, Click Here for the Universal Currency Converter
If you are ordering from outside the UK or European Union, your order can be supplied VAT free. Your credit card payment will be reduced accordingly and a copy of your ex VAT receipt will be despatched with your goods. Local import duties may be payable by you on receipt.
Despite our best efforts, items in our online shop may occasionally be mis-priced. We verify prices as part of our despatch procedures and if an item's correct price is lower than the price shown online, we will charge you the lower amount and send you the item. If the item's correct price is higher than the price shown online, we will contact you for instructions before despatch. We cannot confirm the price until you order.
Product availability will be confirmed upon receipt of order. We try to ensure that we have good stock availability of all products. However, some goods may sell faster than we predict.
If the item you have ordered is not in stock, we shall advise you and do our best to get it to you as quickly as possible.
If we are unable to deliver an item we shall cancel the item from your order immediately and let you know by phone or email. If we are unable to deliver an item to you in a timely manner, as stated within our delivery policy, we will telephone or email you with the option to cancel your order if you so wish.
We warrant all of our products for a period of one year from the date of delivery. If you find a defect in material or workmanship in any part or component, Cyan will, at Cyan's option, repair or replace the furniture free of charge. "Defects", as used in this warranty, are defined as imperfection in material or workmanship that will impair the use of the furniture product.
Under this warranty we are unable to exchange goods that have been treated, painted or modified in any way or bespoke items. In these cases we would repair any damage covered by the warranty.
In the event that you would like to claim under our guarantee please forward images of the damage to email@example.com together with your order details. Please be advised that our product guarantee does not cover items shipped overseas.
We want you to shop online with confidence.
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Depending on your browser, you will see a different confirmation that your connection is secure, but for the most common browsers, you will see a closed padlock at the foot of your screen.
In order to validate orders we may contact you for additional security purposes should we deem this necessary.
If you can't find what you want, click here, tell us what you need and we'll do our best to get it for you.
Professional designers, businesses, and institutions are eligible to take advantage of our special discounts for Trade customers. If you would like to open a trade account and meet the above criteria, please click on the "new account" button within the "Trade Sales" section on the menu above and complete the form. Or fax us with an order on your business letterhead or business purchase order. Payment can be made by credit card or cheque after you have received our proforma invoice. If you are unable to meet the above criteria but feel you should benefit from our trade prices "contact us". Otherwise, you are welcome to order through our shop in the menu above.
Most of the chairs, benches and tables in this catalogue share similar proportions and can be easily mixed and matched, but if you are in any doubt as to which size would be most appropriate or you need any further advice please contact us.
We will always treat the information we collect from you as personal and confidential. Your details will only be used to complete orders, provide you with the best possible service and, if you have requested, to enable us to send you information about promotional offers and new products or services.
Your personal information will not be passed or sold to any third party or company (unless we are legally obliged to) without your permission.
The type of information we will collect about you includes:·
The information we hold will be accurate and up to date. You can check the information we hold about you by clicking here and e-mailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
If you would like to remove your details from our customer database and mailing list please click here. If you have any questions or comments about privacy you should email Philip Abraham at firstname.lastname@example.org or telephone 020 8655 6240.
Jati Ltd (trading as Cyan) is registered under the Data Protection Act 1998.
Cookies are used on this shopping site to keep track of the contents of your shopping basket once you have selected an item, to store delivery addresses if you use the address book, and to store your details if you select the 'Remember Me' Option.
Every care has been taken to ensure that the descriptions and specifications of our products on this web site are correct. However, whilst the colour reproduction is a close representation, a colour variation in the actual goods may occur.
In the event of you having a complaint or problem with any aspect of our service or the products we offer, please telephone us on 020 8655 6240 or click here to inform us by email. . We take all complaints extremely seriously and we will try to rectify any problem quickly and effectively.
Our Customer service representatives are available between 9:00 a.m. and 5.00 p.m. (GMT) Monday to Friday.
All complaints will be acknowledged within 2 working days and will be resolved as soon as practicable. We will always keep you informed throughout the process of resolving your complaint and we will keep the details of your complaint confidential.
We always welcome feedback from our customers and are continually looking at ways to improve our service.