Delivery
The standard process for delivery is as follows...
The courier will collect the items from us, and they will in turn contact you to advise of a delivery date and approximate time slot. It is your responsibility to try to be available for this delivery. You are welcome to accept or reject the suggested delivery date, but please be aware that this will naturally result in a delay for receiving your goods. We cannot be held responsible for lead times longer than estimated if there have been attempts made to deliver the items, as we have no say over the schedule of a third party courier service.
You will normally be contacted by the courier within five-seven working days of your goods being collected from us, though this can take a little longer during busy periods. Moving large, heavy and valuable items in a careful manner naturally takes longer than delivering most parcels so your patience in doing so is appreciated.
We find this courier service suitable for most of our customers, but if this process is unworkable for you please contact us and we can provide a quote for a dedicated courier service to the date and approximate time of your choosing. This service is at an additional cost, and can be anything from £50 to over £100 per delivery in our experience, depending on your location and the timescales being worked to.
Please take a moment to read the below information regarding our delivery services.
Using a professional furniture courier service, our courier will take good care of the items during transit in a fully insured manner. We may, at our discretion, deliver items ourselves in addition to this service.
We aim to get all items delivered within the advertised lead time from the day of cleared payment. Often it will be inside of this time frame but occasionally it will take longer if there are complications or logistical issues. We always endeavour to keep customers informed of any potential delays.
The courier company will contact you in advance to suggest a delivery date. This will typically be via text / call / voicemail but could also be via email. They will use the contact information you submitted at the point of order, so please ensure these are correct to avoid delay. You should receive 24 hours notice (or longer) away from a suggested time slot.
We are unable to offer assembly as standard with any of our advertised courier services. If you require assembly, please contact us for a quote / to find out if it is possible for assembly to be included.
We may be able to arrange for faster delivery where required, but please contact us so that we can work out whether we can deliver on your requirements.
We cannot offer or guarantee particular delivery days or dates. It is up to the courier and customer to work out a delivery day/date and slot which works for both parties. We have no control over delivery schedules. It is in the customer's interest do do everything possible to agree the slot suggested in order to minimise delay. Refusals of delivery slots will naturally increase the lead time.
Please note that if you fail to be present for a delivery during a time slot that has been agreed between you and the courier, a re-delivery fee of £35 will apply.
If you choose to cancel once your order has been shipped a charge of £65 will apply, as we will have already covered the cost of the collection from us, and cover the delivery of the items back to us. This amount will be subtracted from the otherwise full refund.
Where the items to be delivered are large or heavy (most items we sell!), the courier WILL require help with lifting the item from the vehicle to your home - so please ensure a fit, healthy person is home or on hand to assist. A two-man service is available for an additional fee of £40. This service may take longer than the standard service, thus potentially adding to the advertised lead time.
We will occasionally, at our discretion, use a network courier service where appropriate.
We may use recycled materials to protect and box items during transit as part of our commitment to being a 'green company' - so you can expect to see packaging that may contain various other branding, signs of previous wear, etc.
Where we have agreed or offered to deliver order to you by a particular date (e.g. delivery before Christmas, a birthday party, etc.) in rare instances where the items you ordered are not completed or available, we will endeavour to provide you with a similar products to which you ordered to ensure that you are not left, for example, without a dining table / seating for the event you have planned. We will then swap this when the set you ordered is available at no cost to you when it is ready / available.
Extreme weather conditions may affect our ability to adhere to lead times or agreed delivery dates. We will always endeavour to deliver to you on time, but in the event of snow, flooding, etc. it may prove impossible to deliver at agreed lead times or dates. We will deliver to you as soon as is possible after the weather event has cleared.
We reserve the right to cancel an order at any time prior to delivery, at our discretion. A cancellation will result in a full refund being sent, which will reach you within 28 days.
For returns, our core business hours are Monday - Friday 10am - 4pm (no public holidays). All deliveries will have to be confirmed in advance to ensure somebody is present to accept delivery.
