1. My order & Account
1.1. How do I order a catalogue?
If you wish to have a catalogue sent to you, you can write to us at info@thepopular.co.uk, Please list the products you would like to purchase, your shipping addresses, and your phone number so our Customer Service or carriers can contact you if needed.
Another option is to place the catalogue or your order by phone at +44 (0) 1634 979 959. Our customer service team will lead you through the rest of the process.
Besides, while we keep a number of printed catalogues on hand for requests, in an effort to reduce our annual print numbers we also have our catalogue available in digital format. This can either be sent directly to your email or downloaded from the website.
1.2. How can I access the prices?
The Popular is a wholesale only platform, we do not sell to the general public. In order to access pricing and stock levels you must have an active trade account with us. With an activated account, customers can access pricing on the website through their individual portals.
To open an account with us, please fill in the online trade application form.
1.3. What do you need to qualify for a trade account?
In order to activate your trade account, we need to be able to verify that you are an active member of your trade. We run a number of checks, including validating your company registration with Companies House and performing credit checks.
Sole traders will need to be able to provide proof of a functioning business and will only be given accounts on a pro forma basis.
1.4. Can I register as a sole trader?
Yes, we welcome applications from sole traders. However, we reserve the right to deny accounts to sole traders who cannot prove their business is functioning.
Please note, sole traders can only be registered for pro forma accounts. We will not offer payment terms to sole traders.
1.5. How can I change my account information?
You can update your e-mail address, delivery information by contacting our Customer service team at +44 (0) 1634 979 959 or at info@thepopular.co.uk
1.6. What terms and conditions apply?
You can find our full terms and conditions here
1.7. Once my account is live, how do I purchase?
For standard orders, we have designed our self-service site to be incredibly easy to use. It functions just as your run of the mill online retailer. Once you’ve selected the correct quantity of your items and added them to your basket, you proceed to a checkout page where you input all the shipping, billing and payment details.
Customers with NET30 day payment terms will be directed to a similar screen to fill out all the relevant shipping details for the order. You will not be required to input payment information. As the 30-day lead time comes close to lapsing, you will be manually invoiced by a member of the team.
If you wish to order any of our COM products, please contact us with your request through the contact form. Likewise, if you are a stockist who wishes to purchase a full container load of stock with us, please get in touch via the contact form or email directly to this email address: info@thepopular.co.uk
1.8. Do you have a minimum order quantity?
No, there is no minimum spend or minimum order quantity for The Popular standard products or COM upholstered goods.
For bespoke pieces, a minimum order quantity is applied in order to manufacture. This is dependent on the item and finish, please contact us via the contact form for more information.
1.9. Can I stock/sell all of your products?
At the time of writing, The Popular has not allocated exclusivity to any singular company for any of its products. Therefore, account holders are free to market and sell our full product range.

2. Delivery Conditions:
2.1. Do your deliver?
Yes, you will be contacted in the following 3-5 working days after your purchase to organise your delivery. If you have ordered online, a delivery charge will have already been applied to the order based on the order value.
2.2. What are your delivery times?
When you make a purchase, you will see an ‘Expected dispatch date’, please note that these times are just an estimation. We begin to process your order the moment your payment has been received and processed, so the date is subject to change.
If the product is available in our main warehouse, it’s usually dispatched within 7 working days, and delivery should not take longer than 3-5 working days. Some of our products have to be sourced from our Vietnam warehouses, in such cases please allow up to 4 additional days for dispatch.
As soon as your order is shipped, you will receive a ‘Dispatch Information’ email with the tracking details. From that moment you’ll be able to check the order status on your own.
2.3. Will the furniture be carried into my home?
Your furniture will be delivered to the curb or as close to your door as the lorry can get, but will not be carried into your home.
If you would like your furniture to be delivered to your home or garden, this can be arranged for a small surcharge Please contact customer service about the need for the additional service at +44 (0) 1634 979 959 or email: info@thepopular.co.uk. This option cannot be added after the product has been already dispatched.

3. Payments:
3.1. Do you offer payment terms?
On occasion, we may choose at our discretion to offer your company NET30 day payment terms. These terms are offered on an individual basis having completed thorough credit checks or having met with a representative from your company for verification. We reserve the right to retract these payment terms should any company be in breach of them.
Unless otherwise stated all accounts will be automatically registered on a pro forma basis.
3.2. What payment options do you offer?
You can choose from several most popular and safest payment options in the market, such as:
– Cash
– Credit/Debit card
– PayPal
– BACS / CHAPS Payment -bank transfer
To learn more about our payment options please visit article 4 here
3.3. How can I change the payment method?
Please contact our customer service team directly at at +44 (0) 1634 979 959 or info@thepopular.co.uk. Our team will make the required changes to your order for you. To speed up the process, please have your order number ready.
3.4. Why has my payment failed?
If your payment does not go through, please make sure that:
– there is no technical issue with the payment provider you’re trying to use
– you have sufficient funds to make the purchase
– the details entered (name, billing address, country) match the details on your card
– you’ve entered the correct CVC code
– your card has not expired
– you’re not using an anonymous proxy to access the Internet
If the payment cannot be made, you should contact your bank or payment provider for more information about why your payment was rejected.

4. Products and Availability:
4.1. Are your products available in Warehouse?
A number of our upholstered goods are available in Warehouse. Any item that is available in Warehouse is labelled as such and will be subject to an increased lead time, as the goods are made to order. To enquire about our Warehouse goods, please contact us via the contact form or by emailing sharon@knpglobal.co.uk directly.
Please note, we do not offer a Warehouse option on all of our goods, only those that are labelled as such.
4.2. Do you have a showroom?
Yes, at our head office in Rochester, Kent, we have a trade only showroom. We have a number of our products on display as well as a full range of samples.
Please be aware that visits to our showroom are by appointment only. We will happily set you up with an appointment to meet with a member of the team if you would like to visit. Contact us via phone on +44 (0) 1634 979 959, or alternatively email us at info@thepopular.co.uk to get booked in.
We operate during standard business hours (9am-5pm Mon-Fri) and therefore are not available for weekend appointments.
4.3. What warranty conditions do you offer?
Our standard warranty period is 12 months.
When placing the order, we give you the possibility to get an extended warranty of 36 additional months. This service protects you favourably from unpredictable repair costs. In the case that during the warranty a material or fabrication defect occurs, we will repair or replace your product for free.
The warranty does not apply to standard wear and tear and any damage caused by any incorrect usage of the product.
4.4. Are your products for commercial use?
We strive to offer the best quality of our products, however, they are not recommended for commercial use.
4.5. Do you supply marketing materials?
Whilst it is advisable that companies create their own marketing material, a dropbox of high-resolution images is available for trade customers to use.

5. Returns & Refunds:
5.1. Can I return faulty goods?
Yes, if you have goods that are damaged on arrival or possess a manufacturing fault please inform us within three working days of receiving the goods. Please see our full terms and conditions for more details.
5.2. What is the return cost?
Return is free up to 14 days from the delivery date, from any place in the UK mainland, excluding northern parts of Scotland (Highlands and Scottish Isles) and Ireland. For those areas, the return cost has to be covered by the customer.
Please contact customer service for more information.
5.3. What should I do if I received the wrong item?
Please contact our customer support at +44 (0) 1634 979 959 or info@thepopular.co.uk
To speed up the process, please have your order number ready.
Please provide the article numbers (printed on each carton) of the boxes you have received. If possible, please provide pictures of the received items and the boxes these came in. Please also keep the original boxes until the case is solved.
5.4. What should I do if I want to return my order?
Our goal is to make this service as easy and uncomplicated as it can be. To make sure that it goes smoothly, please follow these few simple steps:
Please contact our customer support at +44 (0) 1634 979 959 or info@thepopular.co.uk, make sure you can provide your order number.
It’ll be extremely helpful if you provide the reason for your return, so we can improve our offer for our customers.
More details:
– Wrong item
– Damaged item
– Incomplete item
– Incomplete order
5.5. How long will it take to process my refund?
From the moment you have received the confirmation from our Customer Service Agent about the refund approval, it should not take longer than 3-7 days.

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