Here are our most popular questions and answers

If you cannot find what your looking for, simply fill out our contact form at the bottom of the page.
 

How do I wash my cushions? 
Answer - We advise that you clean your cushions with a warm damp cloth. If you do machine wash them, put them on a 30’ wash and put back on the foam inserts when they are still damp.

Do I need a weather cover? 
Answer - We advise that you cover your set when not in use. This is so that your set can stay looking new for longer and is protected against nature. Although we advise a weather cover is used this is not a must as this set is designed to be left outside all year round.

I’m missing a cushion? 
Answer – Please check under the furniture delivered as some of our cushions come tucked under the back of the item. If you have checked under all of the units please contact us. 

I can’t find my bolt pack? 
Answer – Our bolt packs are attached to the products using red tape so they are easy to see, please try the underneath of tables. If you still cannot find the bolt pack please contact us. 

How does the guarantee work? 
Answer – Your guarantee starts as soon as your new furniture is delivered. Depending on the range you have purchased depends on the guarantee. To use your guarantee please contact us with your proof of purchase and one of our team will get back to you. Please note that glass is not under guarantee. See our Terms and Conditions for full details. 

How is best to keep my set clean? 
Answer – We advise that you clean your set with a warm damp cloth. Wipe the same direction of the weave for best results. If you have metal furniture, we advise that you start at the top of the item and wipe towards the floor. We would advise that bird droppings, tree sap and any spillages are wiped of the furniture quickly to avoid staining to the weave.


Can I leave my cushions in a cushion box all year round? 
Answer – We advise against leaving your cushions a cushion box during the winter months as they will still absorb moisture from the air and if left for any period of time will become damp and mouldy. 

Can I leave my cushions under a weather cover? 
Answer – We advise against leaving your cushions under a weather cover for a long period of time. If the weather is nice and you will use the furniture all weekend then they will be fine, but any longer than that we advise that the cushions are put away. 

My Cantilever / Parasol lights are not working? 
Answer – There is a battery in the cap of the cantilever / parasol this may need charging or replacing time to time due to the sunlight not hitting it for a length of time. Simply pop up the cap and take the battery out. 

My parasol will not wind up? 
Answer – There is a bolt on the handle of the parasol which may need slightly loosening, Pop off the cover and use Hex Key to loosen off the bolt, only do a ¼ of a turn at a time so the bolt does not become too loose. 

My Parasol will not stay up? 
Answer - There is a bolt on the handle of the parasol which may need slightly tightening, Pop off the cover and use Hex Key to loosen off the bolt, only do a ¼ of a turn at a time so the bolt does not become too tight.

What is your parasol / cantilever guarantee?
Answer – We offer a 1 Year structural against manufacturing defect however this does not include damaged caused by atmospheric conditions for example: wind, heavy rain and snowfall. See our Terms and Conditions for full details.

I have a fault with my furniture which is in guarantee what do I do? 

Answer – Please email us at admin@kensingtonfurniture.co.uk. With a copy of your invoice and photos of the fault. We will replay as soon as we can. 

Why do the clips for my set do not fit?
Answer – Our Clips are designed especially for the set, we do not stock spares. If you are having trouble with fitting the clip. Place the clips in warm water, this will make them flexible for you to be able to place them on the set. If your clip does break and the pieces are moving apart we suggest cable tieing the feet of the set together. 

I have lost a panel in my polycarbonate gazebo, what do I do? 

Answer – Email in to us at admin@kensingtonfurniture.co.uk and we will try our best to help, as this item is classed as a spare part, we do not always have stock these items. 

Do you sell spare cushions? 
Answer – Sadly, At this time we do not sell spare cushions for our sets.