Of course. We’ll ask you to choose a suitable installation date through our booking portal. You can also select an available arrival time slot to suit your diary.

This is something we’re unable to offer, but your installer will gather the packaging together neatly and leave it by your bin store or another suitable location at the property.

Don’t worry. It’s rare, but it can happen. If you notice anything missing or damaged before your appointment, please contact us and Phantom Furniture as soon as possible.

If your installer discovers a missing or damaged part during the build, they’ll let you know and record the relevant details so you know exactly what needs to be requested. We can then help arrange a return visit once the replacement parts arrive.

Yes. Your complete order should be delivered before you book your installation.

Please arrange your appointment for no earlier than the day after the expected delivery date, as delivery times can change. Where possible, please check the number of boxes received against your delivery information.

A call-out fee may apply if we attend but cannot complete the installation because the furniture, boxes or essential components are missing.

No. Please leave that to us. Your installer will unpack everything required for the build and keep the packaging together as they work.

If any boxes arrive visibly damaged, please photograph them before opening and contact Phantom Furniture as soon as possible.

Yes. We ask customers to make suitable parking available while the installer is on site. Where possible, this should be a driveway or other private parking.

If a permit is required, please arrange this in advance. Where paid parking applies, the customer is responsible for the cost for the duration of the installation.

If parking is restricted, difficult or some distance from the property, please tell your planner before the installation date so we can plan accordingly.

If your booking is in Central London, we do not charge any additional ULEZ or Congestion charges

Please make sure the installation area is clear, accessible and ready for the build. There must be sufficient space to unpack, organise and assemble the furniture safely.

Please remove existing furniture, personal belongings and anything that could restrict access. Floors should be clear and reasonably level, and the installer must have safe access between the entrance, delivery boxes and installation area.

For hygiene and safety, the working area must also be clean..

Your installer will assess the proposed location before starting. If anything could prevent the furniture from being installed safely or correctly, they’ll discuss it with you before proceeding.

Where possible, a suitable alternative position may be agreed. However, we’ll never continue with an installation if the conditions would prevent us from completing it safely or to the standard we require.

Yes. Wall beds must be securely fixed to a suitable wall in accordance with the manufacturer’s instructions. Your installer will assess the proposed fixing area before beginning the installation.

Please tell us in advance about any known pipework, electrical cables, underfloor heating or other concealed services that could affect the work. Skirting boards, sockets or other obstructions may also need to be considered.

If the wall or fixing position is unsuitable, the installation may need to be paused or rearranged until an appropriate solution has been agreed.

Someone over the age of 18 should normally be available when the installer arrives to provide access, confirm the installation location and answer any questions about the booking.

We also need someone to be available at the end of the appointment to inspect the completed work with the installer. Please choose a booking date when somebody can be present for both stages.

Yes. Every installer assigned to your booking has proven assembly experience and will be briefed on the Phantom Furniture product, model and booking details before attending.

Build times vary depending on the model, size, configuration and complexity of the furniture being assembled.

Your quote and booking information will provide an indication, but our priority is always to complete the installation properly rather than rush the build.

In many cases, yes. Please tell us when requesting your quote so any dismantling work can be assessed, priced and included in your booking.

We’re unable to dispose of dismantled furniture, but we can leave it neatly in a suitable location ready for collection or disposal.

In most cases, yes. This can include manufacturer-supplied shelves, desks, lighting, storage components and other accessories forming part of the furniture configuration.

Please tell us exactly what you’ve ordered when requesting your quote so everything can be agreed and included in advance.

Your installer will complete the final checks required by our Quality Management System, make sure the working area is left tidy and conduct a walkaround with you.

This gives you an opportunity to inspect the completed furniture and raise any questions before the booking is closed.

Any additional work should be agreed when requesting your quote or as soon as possible afterwards.

If additional furniture or work is presented on the day but wasn’t included in the booking, your installer may be unable to complete it and reserves the right to leave those items unassembled.

We’ll always do our best to help with short-notice requests, but next-day availability is very limited.

Standard appointments are offered on a first-come, first-served basis, and every customer’s booking is treated as equally important. Fast Track Flatpack may be available for selected installations, subject to installer availability. Weekend appointments and selected time slots may also be available at an additional rate.

Please see our Services page for current options and pricing.