SHARAKS Classifications of Products and Services
Please note that SHARAKS LTD classifies ALL furniture as ‘product(s)’ or ‘item(s)’. These generic terms are used when a SHARAKS LTD policy or procedure covers ALL furniture sold. For specific, individual items mentioned, such a sofas or beds, attention only needs to be paid to the item in question and its own specific policy or procedure.

Enquiry Handling
Customers can email or call SHARAKS LTD on (44) 20 85238 2678 if any further information on any of the products. Customers can also use the 'Order Enquiry' page on the website to provide details of the query so that SHARAKS LTD can email or call the customer back. SHARAKS LTD will aim to answer your queries within 24 hours.  

Placing an Order
To place an order, use the 'buy now" button tabs on the website. In the event that customers are unable to process the order online, you can call SHARAKS LTD on (44) 20 8238 2678  to place an order over the phone or email on sales@sharaks.com to discuss methods of payment. For international customers, SHARAKS LTD can only accept a bank transfer as method of payment. SHARAKS LTD can only confirm the order ten working days after the payment has cleared.

Item Codes

Please note that item codes ending with;

- 'S' represent items that are small sized and can be delivered through regular delivery services as long as the quantity is small.

- 'M' represents items that are medium sized and need to be delivered through specialist delivery companies. These items may take longer to deliver.

- 'L' represents items that are large sized and need to be delivered through specialist delivery companies. These items may take longer to deliver.

Standard Orders
Orders placed for product(s) that are (1) in stock and (2) match the colour, orientation and size of the images on our website are defined as ‘Standard Orders’. Any cancellations or returns would be subject to a 30% charge to cover third party costs.

Standard orders that are NOT in stock are treated as ‘Special/Customised’ Orders. Please see the description below for conditions.

Special/Customised Orders
Orders placed for product(s) where the orientation, colour and/or sizes are different to the website images are classed as ‘Special/Customised Orders’. Any cancellations or returns would be subject to a 100% charge to cover our production, freight and third party costs as these orders are specifically produced on request.

Third Party Cost
Please note ALL our deliveries for ALL product(s) are carried out using a third party service and therefore these charges are 100% non refundable in ANY case. Third party service costs include delivery, collection, administrative and restocking fees. These are all independent of SHARAKS LTD’s cost. In the rare event of a return authorised by SHARAKS LTD, these costs are non-refundable.

Delivery Times and Taking Deliveries

For specific delivery times, please refer to the item description for individual products.

For products with item code ending with 'M' or 'L', SHARAKS LTD will call customers in advance to arrange a specific day and time for delivery. For these items, please note while delivering if you are not at the delivery address, customers will be subjected to a full charge of the original delivery cost from the delivery company to whom SHARAKS LTD outsource delivery service to. The return charge would also be levied if there is one. Charges may vary depending on the product ordered. To avoid this situation, if customers cannot make the agreed appointment, please advise SHARAKS LTD at least 48 hours in advance. SHARAKS LTD delivers on all days within agreed timeslots with clients.

SHARAKS LTD always aims to get the order delivered to you on the agreed date. However, there are situations whereby this would not be possible due to unforeseen circumstances and SHARAKS LTD will let customers know in advance the reason for the delay and the likely redelivery date. Customers will be given the chance to cancel the order after a period of ‘six additional weeks’ on top of the initial delivery date, should we not be able to deliver the product to you in time. Any cancellations prior to this time period will be subject to SHARAKS LTD’s minimum administration charge of 30% if the order has been shipped to cover us for third party service charges. For special orders, 100% charge could be levied.

Please also note that with item codes ending with 'M' and 'L', SHARAKS LTD are only responsible for kerb-side deliveries outside the customers delivery address and are not required to deliver the item into the house though most deliveries are dropped within the customers' premises. Whereby the deliveries are dropped within the customer’s premises as a gesture of goodwill or as part of a 2 man drop option, no insurance cover is provided from any damage to the property, the customer or the product resulting from the delivery itself.

Note that it is the customer's responsibility to measure the necessary dimensions inside and outside the delivery address before placing an order. This should be done to ensure that all the ordered products will pass through the access ways into the delivery address and will fit in easily. In the scenario that a product is returned to SHARAKS LTD due to it not fitting through the access way or inside the delivery address location, customers will be subjected to a minimum 30% charge to cover us for third party service charges. For special orders, 100% charge could be levied. Please refer to the returns section below.

Kindly note that SHARAKS LTD operates under Distance Selling Regulations. As deliveries are all carried out by third parties, any charges incurred by them are non-refundable in any circumstance. This includes delivery, collection, administrative and restocking costs. Also, SHARAKS LTD cannot be held liable for any time taken off work or any extra charges paid by customers during the delivery or repair process. In the event that you have to hold delivery, we can do so for a maximum of four weeks without charge, after which a charge of £40 per section per week will be added. This charge may vary depending on the product ordered.

This section applies to both Standard and Special orders, as defined above.

ID Checks on Deliveries
Please note that for ALL orders, if the delivery is to the cardholder’s registered billing address, SHARAKS LTD would on delivery, need the cardholder themselves to provide a photocopy of their photographic ID - in the form of a Driving license or Passport. This is stated on all order confirmation emails at the time of ordering. If the card billing address is not the same as the delivery address requested by the cardholder, SHARAKS LTD would require an additional second ID - a utility bill to the delivery address from a credible company no more than 3 months old. If the cardholder themselves are unable to take delivery, a third party taking delivery on behalf of the cardholder must provide these two forms of ID; a photo ID and a utility bill as outlined above. Note that these measures are in place to help prevent any fraudulent transactions from taking place. Do note that if these relevant IDs are not provided, delivery would not be carried out and any charges for delivery plus redelivery will be forwarded to the customer.   

Collecting from the Warehouse

It is only possible to collect from SHARAKS LTD’s main UK warehouse in Stockton Cleveland. When collecting from SHARAKS LTD’s warehouse, only a bank transfer would be accepted as a payment method and customers must wait at least ten working days before collecting. The account holder only must sign and collect the product with two forms of ID; one being photographic and the other a utility bill showing the account holders address as stated above. This procedure is in place to protect both parties from fraud.

Holding Stock
In the event that customers are not able to take delivery of the item due to any reason, SHARAKS LTD will only hold your ordered goods for a maximum of four weeks after which a charge of £40 per section per week for storage costs will be added. This charge may vary for different products.

Delivery Places
For delivery to destinations areas outside our regular covered destinations such as Channel Islands, Europe, etc. please contact SHARAKS LTD to get a separate quotation on delivery costs. Do note that products taken out of mainland United Kingdom will not be covered by SHARAKS LTD’s warranty. Please also note that there is an extra delivery charge for locations outside SHARAKS LTD’s main covered areas in England. These destinations include Devon, Cornwall, Scotland and Wales plus a few other select locations.  

Assembly
Some products are delivered in flat pack packaging and others in sections in heavy packaging. Assembly usually requires basic DIY skills and the requirement to use minimum amount of tools. Please refer to any instructions, enclosed within the packing and ensure that all the items listed in the packing list are present in the packaging. If anything is missing, please let SHARAKS LTD know via email or call on (44) 20 8236 2678. SHARAKS LTD do not offer assembly services.

Please note that majority of SHARAKS LTD’s sofa suites are delivered with the legs supplied in a separate box. It is the clients own responsibility to attach these. We do not provide a home service for this option. To attach these legs, please follow the instructions below:  

1) Gently crowbar out the black plastic legs underneath the sofa if they are any. Ensure not to damage the black lining underneath the sofa.

2) Then place the new legs on the desired position. There is no formal requirement as to where the legs are meant to be attached. A general rule is to keep them half an inch away from the edge of the sofa. Customers can also attach this right on to the edge of the suite if desired.

3) Each section of the sofa requires four legs. In the event that the section is longer than usual please use an extra two or four legs in between the longer section for extra support.

4) Now place the leg on the desired position and use a fast powerdrill to fit the screws through the legs. Do not use a handheld screw driver for this task as the framework is made of hard wood and is very strong to penetrate through.

Returns
Please note that SHARAKS LTD do not accept returns on any special orders. As customers must choose the colour, orientation and in some cases the size, all these requests would be classified as special customised orders and would only specifically be produced for customers as and when the order is placed. Also ALL third party service costs are non refundable. In the event of a return authorised by SHARAKS LTD, these costs are non-refundable.

Once the order confirmation email is sent to the customer, it is assumed that the customer is satisfied with the order and is happy for SHARAKS LTD to proceed to start manufacturing and delivering the product. The product is then produced based on the customers’ requirements based on dimensions, orientation and colour preference.

SHARAKS LTD hopes customers will be pleased with the services and products. In case the product(s) customers have purchased does not meet customer requirement(s), customers are advised to follow the return instructions accurately.

SHARAKS LTD do not provide refunds on items that have been pre-assembled, damaged, tempered with, marked, written on or with their packaging damaged. Refund claims submitted after seven working days will not be processed. For products with item codes ending with "S", please return via post with the correct return address and all the original packaging. We are not responsible for any items lost in transit. The items should arrive back to SHARAKS LTD in perfect condition. Please note that SHARAKS LTD do not offer a free returns service, SHARAKS LTD do not refund the return postage cost or the original order delivery charge if there is any. Please note that any refunds are subject to a minimum 30% charge to cover third party service costs. This applies in the event whereby a product is returned without any issues with it.

For standard orders (same dimensions, colour and orientation to that shown on website), there would be a minimum 30% charge (third party service costs are included).  

For Special/Customised orders (where different dimensions have been requested by the client), a full charge of 100% would be applicable in the event of a return as these bespoke products are specifically manufactured for customers on request. In the event that customers find a customised product does not fit through the door, the delivery team has a right to refuse collection on the same day. Please do call SHARAKS LTD on (44) 20 8238 2678 to make alternative arrangements.

For products with item codes ending with "M" or "L", customers are advised to either return goods themselves or arrange a delivery back through an external delivery service. Please submit all original packaging and ensure the product is in its original condition. The items should arrive back to SHARAKS LTD in perfect condition. Please note that SHARAKS LTD do not offer a free returns service. SHARAKS LTD do not refund the return postage cost (if the customer chooses to use our services to redeliver the suite back to the warehouse in Durham) or the original order delivery charge given that each order is specifically manufactured and shipped for the customer. Please note that any refunds are subject to a minimum of 30% charge to cover third party service costs. Any returns to the warehouse should be carried out within seven working days of the delivery date.

Failure to comply with the above details will result in refunds not being processed. If customer refund submissions are complete and accurate, a refund will usually be issued within 7 working days, although can take upto four week in some cases.

This section applies to both Standard and Special orders, as defined above.

Damages
SHARAKS LTD hopes customers will be pleased with SHARAKS LTD’s services and products. In case that ANY product customers have purchased is damaged, please provide SHARAKS LTD with details of any damage via email within seven working days of delivery. Customers must also submit photographic evidence including clear distance and close up images of the issue via email. SHARAKS LTD will then assess the damage and decide on a course of action - which in most cases would entail an upholsterer fixing the problem. If customer fails to provide such images within the cooling period of seven working days, the liability of fixing the problem will be forwarded to the customer themselves.

In the scenario, the product is under warranty and develops a fault; kindly submit photographic evidence in the forms of images via an email in seven working days - including clear distance and close up images of the issue. The email and the size of attachments via email should be no larger than 2MB - otherwise our email system will reject the email and its attachments. SHARAKS LTD will then assess the damage and decide on a course of action - which in most cases would entail an upholsterer fixing the problem. If customer fails to provide such images within seven working days, the liability of fixing the problem will be forwarded to the customer themselves. Moreover, when a resolution has been reached on how to deal with the problem and the customer fails to respond within seven working days, SHARAKS LTD will automatically assume the case is close and liability of fixing the issue will be passed to the customer.

If repairing the product is the course of action chosen by SHARAKS LTD, all work will be carried out to the best of our upholsterers repairing ability. For all leather products - as leather is a natural material, shade differences may occur if parts of leather are ordered at different times of production. Thus there may be a variation in colour if leather parts are required to be used on customer’s product, which is being repaired.

Most of SHARAKS LTD’s products are produced only when the customer places an order with us. Please note that SHARAKS LTD do not carry out full replacements of any products unless the product delivered is wrong or beyond repairing capability. Most damages to SHARAKS LTD products are repairable by our upholsterers. Should SHARAKS LTD not be given the opportunity to fix the issue in such a manner, the minimum charge stated in the return section would apply.

In the scenario that the product is replaced or returned for a refund, please return the original product and follow the return instructions accurately. Whereby the decision is made to replace the product, the customer should allow a time frame of minimum eight weeks to receive the replacement. Should SHARAKS LTD not be given the opportunity to fix the issue in such a manner, the minimum charge stated in the return section would apply.  

Please note that any replacement products offered will only carry a three month extended warranty if the customer's original warranty has expired.

This section applies to both Standard and Special orders, as defined above.

Cancellation of Order
Please note that any cancellation of orders is subject to a minimum 30% charge to cover SHARAKS LTD for third party service costs if the cancellation is due to no fault of SHARAKS LTD.

Please note that SHARAKS LTD do not accept returns on our sofa suites and ottomans given that these products are produced only when the customer places an order and are specifically produced for that customer. Under these circumstances, the necessary charges would be passed to the customer at the discretion of SHARAKS LTD. In scenarios whereby the suite is not suitable for selling on to another customer due to its specific nature as in colour, orientation or size, the charge could mount to the full payment of the original order.

This section applies to both Standard and Special orders, as defined above.