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FREQUENTLY ASKED QUESTIONS

GENERAL
Where can I see your products?

The FBC London has two locations: The Showroom, located at 66 Pimlico Road, London, SW1W 8LS and The Studio, located at 12 Francis Street, London, SW1P 1QN and. You can also visit the Stockists page to find a retailer in your area.


What are your hours of operation?

Our office and Studio’s hours of operation are 9am to 6pm on Monday through Friday. Our Showroom’s hours of operation are 10am to 6pm on Monday through Friday and 12pm to 6pm on Saturday. The showroom is closed on Sunday.


Where are your terms and conditions?

Please visit the Terms & Conditions page.


YOUR ACCOUNT
Do I need an account to place an order?

No, you can choose to checkout as a guest by selecting ‘guest checkout’. However, it is easier to arrange return of goods if you have an account and keep track of your orders.


I’ve forgotten my password; how can I retrieve it?

If you have forgotten your password, just click on ‘forgotten your password’ on the log in drop-down and follow the instructions.


ORDERS
I need an estimate or more information about a product. Who should I contact?

Our Sales team is available to answer any product inquiries you may have and prepare an estimate for you. E-mail [email protected] regarding your project. We will assign a salesperson to assist you.


I have a question about an existing order.

Our Customer Service team is available to answer any questions you may have about a previous or existing order. E-mail [email protected] with your inquiry.


Do you offer customisations?

Yes, FBC London offers a customisation service. Custom orders require a design fee – this will be a service provided by the FBC London Design Team. E-mail [email protected] for more information.

Orders require a 50% non-refundable deposit.  Goods will be ready to ship within the lead time specified. Lead times begin with receipt of payment and order details and the finished product will ship when payment is made in full. Prices may be subject to change from the advertised online. Enquiries can be sent to [email protected].

Prices may be subject to change from the advertised online. Enquiries can be sent to [email protected]


I want to create a bespoke product.

Please contact us directly for inquiries about bespoke products. Bespoke orders require a design fee – this will be a service provided by the FBC London Design Team. E-mail [email protected] for more information.

To begin the design process, a 50% non-refundable deposit is required.  Goods will be ready to ship within the lead time specified. Lead times begin with receipt of payment and order details and the finished product will ship when payment is made in full.


How do lead times work?

Lead times begin with receipt of payment and order details. Goods will only ship when invoice is paid in full.

Estimated production lead times

Standard Collection: 8-12 weeks.

Limited or Bespoke Collection: 18-20 weeks.

Please note that lead times may vary, we advise to contact your local representative for up to date information.


STOCK
Do you stock products?

All of our products are made to order. This allows us to tailor each order to a customer’s needs, and to make customisations if need be. Lead times are listed in the “Description” section of each product page.

You can view our current offering of ready to ship items here. All products sell on a first-come-first-serve basis and are only available through online sales. Please contact our sales team here if you have any other questions about availability or customisation.


TRADE & PRESS
Do you offer trade pricing?

Yes, we offer special pricing to members of the trade; applicants complete a trade application form and once approved can take advantage of FBC London’s trade pricing.


How can I set up a trade account?

For more information please visit our Professionals page and fill out the application form below and a representative from FBC London will be in touch within 48-72 hours.

*Please note, you may be asked to provide additional documentation to supporting your application.


How do I contact your press team/get press information?

High resolution images and press releases are available. Visit our Press section for contact information and to sign up to our press emails.


LIGHTING
I’m buying a light fixture. Which voltage do I need?

Depending where you plan to install it, you will either require either a 120V or 240V fixture. For a full list of voltages by country, visit www.worldstandards.eu/electricity/plug-voltage-by-country.


The type of lamping will depend on the location of the installation, certification requirements, and the type of fixture.

The type of lamping will depend on the location of the installation, certification requirements, and the type of fixture.

Please contact [email protected] for more specific information.


What length stem do I need?

There is often a minimum and maximum drop length available per fixture. Most of our fixtures ship with a 35-inch stem, which is designed to be cut on-site to the proper length. If a longer stem is needed, we do our very best to accommodate your needs with the length available to us through the fixture designer. Certain fixtures cannot be height-adjusted during installation and require a drop length to be specified at the time of the order. Consult the “Description” section and related spec sheet available on each product page or contact [email protected] for more information.

 


Who installs the light fixtures?

Each fixture has been designed to be easily installed by your electrician.

Most fixtures are fully assembled & those that are not have instructions included. Hardware to run fixtures is always the responsibility of your electrician or licensed installer.

We can provide some (but not all) advice to guide you.


DELIVERY & RETURNS
Do you offer rush orders?

Yes, however all rush orders require pre-approval from FBC London and is dependent on production capacity. E-mail [email protected] for more information.


What is your returns policy?

Because of the hand-made nature of our product, we are not able to offer returns.

Most of our products are made to order, therefore once processed by our production team, orders cannot be cancelled and our products cannot be returned or exchanged unless they are damaged or defective.


Do you offer a warranty?

FBC London products are guaranteed for 12 months from receipt. FBC London will repair or replace defective components or product.

Please note, warranty does vary with our third party suppliers, for example lighting and wallcoverings.

We are not responsible for the following:

  • Damage caused by improper cleaning solutions or methods.
  • Damage caused by improper installation or assembly by the customer or the customer’ agent.
  • Damage caused by exposure to weather or improper environment.
  • Changes in the appearance of the hand rubbed finishes or un-lacquered finishes. These are meant to age in appearance.
  • Any costs of installation, removal, or re-installation.
  • Restoration or repair work.
  • Any parts purchased separate from original.
  • Any alterations made.

Furniture is meant to withstand years of memories, which is why we back every piece with a lifetime of our specialism and support. The customer will be responsible for labour rates to repair or replace the defective parts and all related shipping costs to the repair centre designated by FBC London.

 


Do you provide technical documents?

Spec sheets are provided upon requests and installation instructions are provided, but not technical drawing. Each fixture we ship includes a set of instructions in the box.


What happens if my product is damaged?

Damages must be documented and reported within 10 business days of receipt of product. FBC London is not responsible for repair or replacement of damages reported after this time. If damage has occurred in shipping all packaging must be retained by receiver. Failure to do so may invalidate any claim.

If you are returning a product because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.

Defective products will be replaced within the normal production time period required to reorder and manufacture the same product.

FBC London will examine all products returned as damaged or defective and will notify you of your refund via e-mail within a reasonable period of time. We will process any refund due to you as soon as the full report has been conducted. Subject to acceptance by FBC London of the damaged or defective goods, products returned by you because they are damaged or defective will be refunded in full, including the cost of delivery for sending the item to you and the cost incurred by you in returning the item to FBC London.

In the event that FBC London finds no fault with the returned products, you will be notified that the returned product cannot be accepted, and you will have the products re-delivered to you at your charge.

In stock lighting will not be accepted as a return if product has been installed, altered or damaged in any way.


PRODUCT CARE
How do I clean my products?

GENERAL

Our furniture, light fixtures, accessories and wallcoverings/panellings age gracefully and will continue to over time. Any discolouration at the joins is due to the manufacturing process and highlights the handmade nature of the product

Products from FBC London are designed and manufactured to last for generations. To ensure the greatest possible enjoyment from your furniture, lighting or accessories and the longest lifespan, it is important that it is properly looked after.

GLASS

Everyday cleaning of glass requires no more than wiping the surface with clean water. It is recommended that you use a sponge or a soft, fluff-free cloth. Most dirt can be removed by lightly wiping the surface. Make sure to clean the entire surface, not just selected areas.

Ordinary glass cleaner can be used to remove any grease marks (fingerprints, etc.). Do not use scouring agents, corrosive, acidic or alkaline cleaning agents, as these can attack the surface of the glass and cause scratches.

Excess water can be removed with a sponge or cloth. The glass can then be polished dry with a microfiber cloth. If the glass surface is allowed to remain wet for longer periods of time, limescale residues may form. Therefore it is best to wipe up any liquids as quickly as possible.

For frosted or etched glass, dust gently with a duster or soft rag. Do not scrub frosted glass orbs or place any glass components in the dishwasher.

LEATHERS

For fixtures with leather, dust gently with a duster or soft rag.

With general use, you may see colour changes and creases which are all-natural features of leather. If your piece is subject to direct sunlight some fading might occur.

In the event of water spillages blot the leather immediately with a soft, absorbent cloth and leave to dry naturally. We recommend that stained or soiled leathers be professionally cleaned.

We recommend that you do not place leather furniture in direct sunlight or close to heat sources such as radiators or wood-burning stoves. Regularly vacuum your leather furniture with a soft brush, and avoid using detergents and sharp implements.

PATINA & CAST BRONZE*

All patinas are unlacquered and hand sealed with a light layer of wax. Dust gently with a duster or soft rag. Do not use brass cleaners or abrasive cloths as they will remove the patina.

PATINA METALS*

Never use cleaners with alcohols or solvents on metals. Only used fine cotton or extra soft cloths. We recommend that tarnished metals be professionally cleaned. The patina process is a hand applied process and so variation in finish and colour is to be expected.

POLISHED METAL*

Clean polished metal or polished stainless with a damp cloth then buff with a soft, dry cloth. Do not use commercial or heavy-duty polishes or waxes, as they may scratch or damage the finish.

Polishes we do recommend are Brasso/Silvo, Simichrome, or Flitz; these can be used without inflicting damage even for the unskilled user, unless the polished surface has a wax sealer coat. These polishes will remove the wax while polishing the metal, but the surface would then have to be re-waxed if it is on a metal that needs to be sealed.

PORCELAIN

For products made with porcelain, use a soft rag with diluted clear or white cleaning solution, or dust gently with a duster or soft rag.

STONE

Stone can be classified into two categories: siliceous stones such as granite and slate are more durable and relatively easy to clean, while calcareous stones, such as marble, limestone and onyx, are more porous and sensitive to acidic cleaning products.

As stone is a natural material, markings and colour will vary. Stone tops are sealed or polished to be stain resistant. Many common foods and drinks contain acids that will etch or dull the surface of many stones. Use placemats or felt spots under china, ceramics, silver, or any other objects that may scratch the surface.

Clean stone surfaces with a soft cloth and a few drops of stone soap or a light detergent combined with warm water. Too much cleaner or soap may leave a film or cause streaks. Rinse the surface thoroughly after cleaning and dry with a soft cloth. For spills, blot with a soft cloth immediately to prevent the stain from being absorbed by the stone. Flush with water and mild soap and rinse well. Dry the area with a soft cloth.

We recommend that stained or soiled stone be professionally cleaned by a stone cleaner or a refinisher.

WOOD

When solid wood furniture is correctly maintained and exposed to daylight, over the years the wood will acquire a beautiful patina. As wood is a living natural product, colour variations and knots as well as lines in the finished furniture may occur.

Solid wood table tops are also affected and dried by direct sunlight. Both factors contribute to very low relative humidity which may cause cracks in the table top and should therefore be avoided.

As daylight matures the wood, it is also important to be careful when placing permanent items on a new solid wood table top, for example dishes, vases and candlesticks, as it can cause undesirable colour differences as the wood matures which will subsequently be difficult to remove.

Use the micro-fibre cloth to dust and clean your accessories. If any spillages occur then simply wipe clean with a damp cloth, acting promptly.

Do not leave your product for prolonged periods of time in direct sunlight as this will accelerate the ageing process and will cause the timber to discolour or even crack and/or dry out.

Maintain wood and lacquer by not placing near heaters and air conditioning units to prevent over-drying or exposure to excessive moisture. Avoid extreme humidity changes in your home, as extremely dry air can cause wood to crack and lacquer to lift. Do not place/leave hot or moist objects directly on the wood. Rubber or plastic left on the wood finish can also damage the finish.

UPHOLSTRY

Cleaning and maintaining upholstered furniture regularly is important to retain the appearance of the fabric and to prolong its lifespan. With time, dust and dirt can cause furnishing fabrics to change colour and exacerbate wear. An accumulation of dust and dirt also contributes to a poor indoor climate, while impairing the fire-retardant properties of the upholstery material.

It is therefore important to regularly maintain and clean your upholstered furniture. Use a damp cloth to clean off any spillages or food, taking care to act promptly when they occur as even just 10 minutes is enough for a red wine or coffee stain to penetrate through the veneer and become permanent.

Plump and then vacuum your upholstery to stop the dust and dirt from working its way into the fabric.

Do not use excessive force when rubbing the fabric, as this can damage the fabric and cause loss of colour.

To avoid discolorations to the microfibers in the upholstery fabric, it is recommended that you dry the material with a hair-dryer after cleaning. It is important that the upholstery fabric is completely dry before you start using the furniture again.

Be careful with the use of solvents, since these can dissolve underlying upholstery materials. Furthermore, do not use undiluted detergents, bleaching agents, ammonia and soaps intended for hard surfaces on upholstery fabrics.

Caring for loose cushions
If your furniture has loose cushions, it is a good idea to turn the cushions around periodically to ensure they are exposed to uniform wear.

Down-filled cushions should be fluffed and plumped up regularly (dependant on usage) to ensure that the down is equally distributed inside the cushion to maintain the shape of the cushion.

Metal/stainless steel/chrome/powder-coated steel

Items made of stainless steel, chrome or lacquered steel must be wiped/cleaned with soapy water and a tightly wrung-out cloth. Use Brasso or Silvo to polish the metal work on your furniture. This will prevent it from tarnishing. Take care however not to get it on the timber, if you do then wipe it off immediately.

Small scratches in stainless steel can be removed with a fine sanding sponge which is suitable for using on metal. Always remember to follow the direction in which the steel has been ground.

*Please note that these finishes are designed to age in appearance.


VARIATIONS
The same finish looks different, is this a defect?

WOOD AND COLOUR VARIATIONS: All wood used in the manufacturing of FBC London product is of the highest quality. Like all natural materials, has inherent disparities in colour and grain pattern. Because of variations caused by nature, over which the company has no control, FBC London does its best to match the finish samples and grain examples provided. FBC London does not guarantee an exact match to the sample provided due to the natural variation of the wood. Samples of grain pattern and colour are matched to the best of our ability. Due to the natural variation in wood, each piece will have a variation in how it accepts the finishing process.

Lacquer is applied to the wood surfaces as a protective coat. Variations will occur in colour, character, tone and grain from product to product. Slight variations between samples and finished goods should be anticipated. These variations will not be accepted by FBC London as a reason to return an order.

SPECIALIST FINISHES DISCLAIMER: Some of our Specialist finishes are exclusive to specific pieces. Please enquire with us on which finishes would be available for a specific piece or consult the individual furniture and objects tear sheets.

METAL & PATINA FINISHES DISCLAIMER: As with all natural, handmade materials, slight variation in the finish and colour is possible and not considered a defect.

STONE AND COLOUR VARIATIONS: All Stone used in the manufacturing of FBC London product is of the highest quality. Like all natural materials, stone has inherent disparities in colour and grain pattern because of variations caused by nature, over which the company has no control. FBC London cannot guarantee exact colour, grain, or texture of stone.

LEATHER VARIATIONS Leather is a natural product produced as a by-product of animal hides. Due to the life-style of the animals, leather will always have natural markings such as brands, insect bites, scars, fat wrinkles, stretch marks, abrasions, and burns. Natural markings are not considered defects but rather are indications of true full top grain leather.

WALLCOVERINGS VARIATIONS DISCLAIMER: This is a handmade product. Colour and texture variation is to be expected and enhance natural beauty. Wallcoverings are for colour reference only. Colours on screen may vary due to monitor display differences.