Q. What kind of delivery service will I receive for my order?
*Small furniture below 20kg: or less than 100cm are dispatched with network couriers such as DPD, DX, EVRi, Yodel & UPS. When sending our products on these services we may also provide tracking for your order. You can usually expect your item to arrive within 1 week from purchase however sometimes we may need some extra handling time to pick and pack your item. If you need your item in a set timescale please contact us before purchasing otherwise please allow up to 2 weeks from purchase for your item to arrive.
*Large furniture items above 20kg: or larger than 100cm are sent out on a specialist furniture courier service. On this service, you can expect a phone call from the couriers to advise on the next available delivery slot. You can expect your order to arrive within 1-2 weeks. We do ask customers to allow up to 3 weeks during busy and bad weather periods. This also applies throughout the year to rural locations.
Please note to keep delivery costs to a minimum “we operate a 1 man delivery service”. Don’t let this put you off! The driver will happily assist you in moving the item from the vehicle into a ground floor room of your choice. Please note, access into your property must be good otherwise it may become a curbside delivery.
If you are not able to offer the driver assistance please do not worry we will always do our best to help. “In most cases, the drivers manage single-handed” however please ensure assistance can be offered to the driver if needed. This can also be discussed with us or the couriers prior to delivery.
Upon receipt of any goods please carefully unpack and check your item/s you can return any damaged items with the driver.
*Free Delivery: We offer free delivery on selected items to most of the Mainland UK, however due to some service restrictions due to size and weight of certain furniture items the free delivery offer may only be available to some selected postcodes. If an item is listed as “free delivery” please add the item/s to the basket so that you can enter your postcode to see if a charge is actually required for your location or not. As a guidline large furniture items above 20kg or longer than 100cm may require a surcharge or a standard delivery fee to the following locations, therefore such items to these locations may be excluded from the free delivery option.
*Locations which may be excluded from free delivery. (item specific).
- Southwest of Bristol to Bournemouth
- None Mainland UK Addresses
Q. What if my item arrives damaged?
Unfortunately, sometimes items can be damaged in transit. Upon receipt of any goods. If your order is visibly clearly damaged do not accept the item please just tell the courier to return to sender. This will avoid any inconvenience waiting for another collection and then again for another delivery. This will also help to speed up and prevent any delay in sending out a replacement.
Any damages noticed after receipt of goods. Must be reported to us by email within 24 hours attaching 3 photos showing damage, inside of packing, outside of the packaging. This will enable us to process a claim much faster for you. We will then arrange for a replacement to be sent out free of any charges.
If you have received a damaged item and would like to notify us you can do so by clicking here. >> Send us an email. Please see our Cancellations & Returns returns page for more info. >> Cancellations & Returns.
Q. Who pays delivery fees?
Any delivery fees incurred on completed orders and canceled orders are the customer’s responsibility. If your order qualified for free delivery and the order is canceled the order would then be charged at the standard delivery rate. Any outstanding courier or postage costs for canceled and returned orders will be deducted from your refund.
Q. I ordered a back order item, how long will I have to wait for delivery?
When ordering a Back Order Item your item is guaranteed to be reserved for you however availability timescale can only be estimated as this can be affected by a number of factors, please be aware Back Orders can take from 6 to 16 weeks before the item becomes available for delivery if this is a problem please contact us and we may be able to advise of a shorter timescale as due to these items being made to order we are unable to offer refunds on these items.
Due to dramatic variations in lead times, we are no longer accepting backorders however if an item is out of stock you may subscribe to that item and our system will automatically email you as soon as the stock is replenished.
For more information please visit our F.A.Q page.