FAQs

We want you to feel supported in everything you do with Queensdale. Below you will find answers to the questions we are most often asked, from how to make the most of your membership, to what to do if something isn’t quite right. 

We are here to help you make the most of your Queensdale membership and answer common questions. Please note that it’s intended as a helpful guide and doesn’t replace the Terms & Conditions you received when you signed up, which remain the official agreement between you and Queensdale. 

Membership Information

  • Membership is by invitation or referral. We welcome individuals who share our values and appreciation for beautiful living. If you are interested in joining, or referring someone, please get in touch – either via the contact page or email us at members@queensdale.co.uk and we will follow up. 

  • As a member, you receive unlimited, transparent access to trade rates across our curated supplier network; invitations to private events; ad-hoc design support, and a personal relationship with a team that understands how to create your dream home. Please click here for full detail, if you cannot access then please contact us for the password.

  • Over the years we have worked with clients with a broad range of homes and styles. Rather than Queensdale being best suited to a specific style, it is best suited to members who want to improve their properties with insider access to exclusive knowledge and benefits.

  • You can choose to pay for your membership in full, upfront, by card or bank transfer, or opt to pay in monthly instalments via direct debit using a third-party payment provider. Whichever option you select, you are committing to the full 12-month membership for Classic Tier, 3-month for New Homeowner Tier and 6-month for Signature Tier and remain liable for the total annual fee. 

    Additional services such as interior design or project management are charged separately and invoiced in arrears at the end of the calendar month. If you wish to cancel an ad hoc service after booking, please let us know within 48 hours. Payment for these services is due immediately upon receipt of invoice.

  • Because of the year-round value and benefits on offer, we don’t offer the option to pause membership. However, we understand that your needs may change over time which is why we have flexible membership tiers. You can view the different options here and request a change if there is a membership tier that is more suitable for your current situation.

  • Membership is annual for Classic Tier, 3-month for New Homeowner and 6-month for Signature, with the option to pay monthly or upfront. If your payment is set up via Go Cardless, it renews automatically. You will receive a reminder via email 1 month prior to renewal, at which point you will also see the savings you have made during your membership and can make a decision about whether to continue to invest.  

  • Membership is exclusive to you so that you have a clear record of purchases and savings over time. Please feel free to refer us to your family members and business colleagues.

  • To cancel your membership, please message us directly via the app using the relevant messaging system. Please note that membership fees are non-refundable.

How do I get the most out of my membership? 

  • All members are invited to a one-hour introductory session on Teams or at Queensdale’s offices so that you can ensure you make the most of your membership.  You can also start by exploring the member portal. When you signed up as a member you automatically completed key fields.

  • We encourage you to think of the portal as a digital notebook. If you are out and about and see something you like, take a photo and try to also include a photo of the barcode or any other reference numbers. These can be essential in establishing the variations that are inevitable with interiors items.

  • Queensdale’s proposition has been developed on the basis that we can personally endorse each of our members and retain our carefully developed supplier relationships. We therefore ask that all members buy for their own household(s) but we encourage you to spread the word to friends and family so that they too can join the Queensdale community. 

  • Please do – this is the premise for Queensdale; that we build up a network of like-minded, savvy, homeowning friends, colleagues and family members.  Existing members are warmly encouraged to introduce people whom they feel will enjoy and benefit from membership.  Please enquire with the team about the incentives which may be available from time to time.

  • Delivery must always be made to your registered address. Once payment has been made, any arrangements or communication regarding delivery will be directly between you and the supplier or delivery company.

Using the member portal 

  • We are a small, experienced team and centralising communication helps us keep things efficient and thorough, without missing a detail.

  • No problem at all. Just drop us a message and we will walk you through it. We want the tech to be helpful, never a barrier.

  • Your savings are tracked automatically and shown in your account ledger, so you can always see the value your membership is bringing, by transaction and in aggregate.  

  • The opportunity for savings is even greater when you move house. At a practical level, your address field was determined at the point that you became a member and hence this is likely to need to be changed. Please contact us and we will instigate the proof of address process for changing this on the portal. 

Placing an order 

  • You can request changes by messaging us via the app. Simply go to the order page, where each order has its own messaging system. Please ensure that all messages are relevant to the specific order you are referring to. Kindly note that changes can only be made before the supplier has processed the order. The processing time varies depending on the supplier, so we recommend reaching out as soon as possible.

  • Please message us as soon as possible via the app, using the messaging system on the relevant order page. Each order has its own dedicated messaging thread, so please ensure your message is sent through the correct one. Cancellation policies vary depending on the supplier, so we will confirm what is possible once we have reviewed your request.

  • Firstly, please check if the supplier is within our supplier network. You can do this on the app directory “Trade & Suppliers”.  Assuming it is, you will be guided through the essential steps within the portal – fill in the order form which can be found on the homepage and also in the directory by clicking through the supplier name.

  • We are happy to request trade accounts with suppliers not currently included in our network (assuming there is no prior experience that has resulted in them not being invited’). It typically takes a week to achieve sign-off. You can make a request on the portal homepage using the ‘Nominate a Supplier’ link. In this way, you will receive a notification once we have had success. Occasionally the process can be more complicated and we will keep you informed if this is the case. 

  • The supplier will confirm your order and expected timelines. You are responsible for organising the delivery directly with the supplier. You will be able to see updates on your order through the portal.

  • The transaction fee is processed via GoCardless at the point of order. You will see a matching reference on your bank statement and it will show in the portal.  If you’ve earned fee credits, for example, by referring someone, these are automatically applied to your next purchase.

  • The transaction fee is £60 (£50 plus VAT) per supplier order, including when reserving fabric. This fee covers order handling, administration, supplier liaison, and access to our support services.

  • The transaction fee will be invoiced or automatically collected via GoCardless, depending on your chosen payment preference. It becomes payable once an order or fabric reservation is confirmed and must be settled before the supplier invoice can be processed. Please note, the transaction fee is charged per supplier, regardless of how many items are included in the order. Further, if an amount of fabric is reserved and then purchased from the same supplier, only one transaction fee is payable.

  • Please open items promptly. If there is a problem, the sooner it is identified, the easier it is to resolve. Each supplier will have their own terms. If something isn’t quite right, please in the first instance let us know via our feedback form rather than communicating directly with a supplier. Our experience puts us in a strong position to achieve what you want but please bear in mind that bespoke items cannot usually be returned and the terms for sanitaryware are also notoriously difficult to negotiate once it has been opened. For further information, please see the returns section below. 

  • Order updates are shared as soon as we receive them from the supplier. If it’s been longer than expected, please message us via the messaging system on the order page for the relevant order, and we’ll follow up with the supplier on your behalf. Please note that supplier delivery times are outside of our control, but we will always keep members updated as soon as we receive any new information.

  • Delivery dates and tracking information are visible in the app once provided by the supplier. For updates, contact us directly through the app.

  • Delivery dates are set by the supplier and they all have their own systems but will  normally liaise directly with you to arrange a time.

  • When this happens, most of our suppliers will coordinate a redelivery where possible, in line with their own specific policy. 

  • You can request a fabric reservation by messaging us through the app. We’ll confirm availability with the supplier and hold stock where possible.

  • The supplier will usually inform you before you have paid so that you have a choice about whether to go ahead with the purchase and wait until it is back in stock, or choose an alternative item.

  • Contact us via the app as soon as possible. Edits may be limited depending on the supplier’s fulfilment stage. 

  • If you believe an invoice you’ve received from a supplier is incorrect, please contact us via the app. We will liaise with the supplier on your behalf to have the invoice amended.

About our suppliers

  • The team have worked a great many projects over the years and we have developed our network of suppliers based on style, quality, value and good service. To build great relationships, all four criteria are essential in equal measure. We are always looking at new suppliers, so if there is a supplier that you see doing great things, please let us know.

  • The prices we access are exclusive for trade relationships. Some suppliers only deal with trade – e.g. Robert Langford, Coach House and various of the garden suppliers. Typically, interior designers or retailers retain some, or all, of the price difference between trade and retail as their own margin. This is where we provide you with unique value. 

  • The prices we secure are trade prices. If a supplier believes they are dealing with a retail customer, they may withdraw trade pricing, so we request that all negotiation is left to Queensdale.

  • Yes. Most of Queensdale’s trade accounts and relationships are in the UK but we have a partnership in place with an international delivery and freight company which enables us to facilitate international orders and deliveries. Arranging this is charged by Queensdale on a prorated day rate of £250 plus VAT in addition to the standard transaction charge.

  • Yes, if we have a relationship in place with the supplier. We have a partnership in place with an international delivery and freight company which enables us to facilitate international orders and deliveries. Arranging this is charged by Queensdale on a prorated day rate of £250 plus VAT in addition to the standard transaction charge.

Events & Community 

  • We will explain this when we meet for the introductory meeting but please keep an eye on the calendar in the app for private events and to be kept informed on design-related events such as auctions, design exhibitions and open houses.  In each instance, there will be a link for you to find out more. Some members request a Queensdale designer to accompany them to events where there are decisions to be made or a designer’s perspective is helpful.  Please enquire directly with the team. 

  • Events are found in our calendar and you can register via the app.. Some events are intimate and book out quickly, so we encourage early RSVP.

  • You can unregister for events under the Events section of the app or by messaging our team.

  • Some events are open to guests, others are members-only to protect the experience. We occasionally hold specific events where members are invited to bring a guest to introduce them to the Queensdale concept. Event details will always note our guest policy.

One to One Design Support

  • You can request an appointment through the app by selecting the ‘Book an Appointment’ icon. Please complete the appointment request form by answering the questions provided, and a member of our team will get back to you as soon as possible. Signature and New Homeowner members have a number of days’ support included within their membership package; Classic members can book one to one support from our experienced and trained designers on a day rate through the app. 

  • Our one-to-one support provides tailored design guidance to help you make confident and informed decisions throughout your project. We offer expert assistance across a range of areas, including: 

    • Chelsea Harbour visits: Guided tours of the latest collections, with samples selected specifically for your project needs 

    • CAD drawings: Detailed furniture layouts and circulation planning to support spatial design and functionality 

    • Garden design: Advice on plant selection and spatial planning to make the most of your outdoor space 

    • Room schemes: Structured sessions to help create cohesive and well-balanced interior design concepts 

    • Window dressing: Guidance on selecting blinds, curtains, fabrics and finishes to suit your space 

    • Paint and wallpaper schemes: Expert input to help you achieve a refined and harmonious overall aesthetic 

  • Our app is designed by categories of items. For example, if you are looking for inspiration when investing in a new sofa, you will find our curated list of sofa retailers all together. You can then browse their websites to establish your style. You may find this useful before heading to the high streets. The same is true whether you are buying fabric, candlesticks, carpet or kitchenware.

  • We offer design support in flexible bundles. If you are working on a room or need more strategic input, we suggest booking a one-day consultation. It’s a great way to get expert advice without committing to a full project.

  • This is an ideal situation for accessing design support.

  • One-to-one design services will be billed after the service has been provided. You will be invoiced at the end of the calendar month for any ad hoc services booked, unless you notify us within 48 hours of booking that you wish to cancel. Payment is due immediately upon receipt of the invoice.

Trade Discounts

  • Trade rates are special prices offered by suppliers to professionals within the interiors and property industry. They are not public retail prices and are typically reserved for designers, developers, and architects.

    As a Queensdale member, you are given access to these trade rates across our trusted supplier network. This means you can purchase furniture, finishes, and materials at better-than-retail pricing, often well below standard sale prices.

    Trade rates are consistent, professionally agreed prices, not short-term promotions, and the full saving is passed directly on to you through your membership.

  • A trade account is how we access the trade rate. Providing discounts that typically range from 5% to 50%, depending on the supplier and product type. Trade accounts are ideal for those purchasing regularly or in larger volumes and help ensure more competitive pricing across a wide range of items.

  • Trade pricing isn’t just about discounting — it also helps suppliers drive volume, build long-term relationships and reduce the costs associated with customer acquisition and service. By working with trusted trade partners like Queensdale, suppliers benefit from consistent business and access to clients who value quality and service. Our model supports this by ensuring purchases are made responsibly and within the spirit of those trade agreements. 

  • We have trade arrangements in place with over 300 suppliers. The trade discounts vary by supplier and typically range between 10% and 40%. Some suppliers may require a minimum order value before the discount is applied. 

    If you would like to know the trade pricing for a specific selection of items, we recommend submitting an order form via the app. As many of our suppliers are longstanding and reliable partners, gathering accurate quotes can take time. If a second quote is requested from the same supplier and the order does not proceed, Queensdale reserves the right to charge the transaction fee to cover the administrative work involved. 

  • Most trade accounts can be opened within a week, depending on the supplier's requirements.

  • In some cases, supplementary trade discounts can apply to already discounted or sale items and often Queensdale is given early or exclusive access to sales. Please enquire with the team.

If Something’s Not Right

  • Start by telling us. Use the feedback form in the app so we can address the issue directly. Please do not approach the supplier. We will handle it with care and make sure your voice is heard. Please note that an administration fee is chargeable by Queensdale as co-ordinating returns on behalf of members can involve considerable time and resource.

  • We welcome constructive feedback – it’s how we grow. You can message us through the portal or email us at members@queensdale.co.uk. We will treat your concerns with discretion and do our best to resolve them quickly and fairly.

  • Queensdale enables members to access our relationships and preferential pricing. However, at the point that an order is placed, the contractual relationship and responsibility for delivery is between the member and supplier. We are here to help resolve issues, but our liability is limited as per our Terms and Conditions. 

Returns

  • Returns must be arranged directly with the supplier, in accordance with their individual returns policy. Each supplier manages its own returns process to ensure efficiency and clarity. Their process will differentiate between returns due to damage / faulty items and a change of mind. If you are returning an item, please notify the Queensdale team so we can keep your order records up to date. If you'd like support managing a return, please see the section below. 

  • Refunds are processed directly by the supplier, and the timelines can vary depending on their individual policies. If you are experiencing a delay, please contact the supplier in the first instance. We are happy to assist with a follow-up if needed; however, please note that we cannot take responsibility for the timeframe in which a refund is processed.

  • Please report the damage directly to the supplier and follow their process for damaged items. Each supplier manages these issues independently. However, do let the Queensdale team know so we can monitor and update your order accordingly.

  • Returns must be arranged directly with the supplier. In-store returns are generally not available unless specified.

  • You are responsible for checking the returns policy of the supplier for any goods ordered. If you'd like assistance managing a return, Queensdale can help coordinate this on your behalf for an administration fee, as outlined in our Terms & Conditions. Please note this fee is for the time taken to manage or negotiate the return and, as such, applies regardless of the outcome of the return request, and you will be responsible for any associated return costs. The standard transaction fee of £60 (£50 plus VAT) will normally apply except where returns are complicated or contentious where a pro-rated day rate of £300 plus VAT will be charged.  While our experience will help facilitate the process, all returns remain subject to the supplier’s own policies and approval. 

Staying Part of the Community

  • Be thoughtful in your introductions. Engage kindly. Share feedback openly. We are a new team who are here to share our expertise and the relationships we have built in residential development and interiors with our members.

  • We’re here for you. Message us via the portal or email us directly.

Thank you for being part of Queensdale.