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If a furniture retailer closes after you order, contact your payment provider promptly: a qualifying UK credit-card purchase may be covered by Section 75, and card-scheme chargeback may be available for credit or debit card payments. Keep your order and payment records, and register as a creditor if formal insolvency proceedings begin. A refund is not automatic; your options depend on where you live, how you paid, and the details and timing of the transaction.
What to do first if your furniture order has not arrived
- Save your evidence. Keep the order confirmation or contract, invoice, item description and price, proof of payment, promised delivery date, and messages about the closure. Note the retailer’s legal name and any administrator or insolvency contact named in an official notice.
- Contact the retailer or insolvency contact if one is listed. Ask for the status of your order and follow any official instructions. Do not wait for a response before contacting your card provider.
- Contact your card issuer promptly. Explain that you paid for furniture that was not delivered because the seller stopped trading. In the UK, ask whether Section 75 applies and whether chargeback is available. Give the issuer the evidence it requests and record the date and reference number for your contact.
- Register as a creditor if formal insolvency proceedings are underway. Follow the administrator’s process and keep a copy of your submission. An insolvency claim can be pursued alongside a payment-card claim.
- If your payment claim is rejected, ask why. Request the provider’s complaint process and consider contacting Citizens Advice or, where appropriate, the Financial Ombudsman Service. Neither a complaint nor an insolvency claim guarantees recovery.
UK: Can you get your deposit or payment back?
A retailer closing its doors does not itself guarantee a refund. If the business enters insolvency, customers who paid in advance can be unsecured creditors; higher-priority claims are dealt with first, and consumers may recover little or nothing. Furniture deposits are a recognized example of this risk, as explained by the House of Commons Library and the government’s response on consumer prepayments and retailer insolvency.
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Credit card: ask about Section 75
Under Section 75 of the Consumer Credit Act 1974, a credit-card provider may be jointly responsible with the retailer when goods are not supplied and the purchase meets the statutory conditions. MoneyHelper describes the relevant purchase-price band as more than £100 and up to £30,000. A qualifying purchase may still be covered when only the deposit was charged to the card; the card provider assesses the particular claim. Transaction structure and boundary details can matter, so give the issuer the full purchase price and explain how each part was paid. See MoneyHelper’s guide to Section 75 and chargeback and the government’s explanation of consumer prepayments.
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Chargeback is a request through the card scheme, made via your card issuer, and is separate from the statutory Section 75 right. It may be available for debit-card payments and in some credit-card cases. Time limits apply, but the available guidance does not establish one deadline for every scheme and situation. Contact the issuer quickly rather than relying on a general cutoff. MoneyHelper explains the route, and the Financial Conduct Authority describes card recovery routes.
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Other payment methods and insolvency claims
If you paid by bank transfer, cash, or through a finance provider or another third party, do not assume card protections apply. Ask the relevant provider what route, if any, is available and provide the same order and payment evidence. If the retailer is formally insolvent, register a claim using the administrator’s official process; the Citizens Advice guide to a company stopping trading explains this step. Any payment from the insolvency process is uncertain.
US: What if the furniture seller closed?
UK Section 75 rules do not apply to US purchases. Under the Federal Trade Commission’s guidance for covered mail, internet, or telephone orders, a seller must ship within the time it promised or, if it gave no shipping time, within 30 days. If it cannot meet the deadline, it must give you the choice of agreeing to a delay or canceling for a full refund. An undelivered credit-card order may also be disputed as a billing error: the FTC says to send the dispute in writing within 60 days after the first statement showing the error is sent. Debit-card protections differ, so contact your bank promptly and ask what applies. These federal rules concern covered orders and do not settle every state-law or transaction-specific issue. See the FTC guidance on charges for items never received.
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What details change the outcome?
When you contact a card issuer, bank, or insolvency administrator, provide the facts that identify the transaction and explain the non-delivery:
- Your country or jurisdiction and the payment method used: credit card, debit card, bank transfer, cash, or finance.
- The furniture’s full cash price and how much, if anything, was charged to a credit card.
- Whether payment went directly to the retailer or to a third party.
- The order date, promised delivery date, payment and statement dates, and any cancellation or closure notices.
- Whether the retailer merely closed stores or is formally in administration or liquidation.
These details help the provider assess which rules and procedures fit your case; eligibility and outcomes are not automatic.
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