9.1 We have multiple delivery options available, we apply the most suitable service at checkout based on your purchase – which you can upgrade and customise to suit your needs.
9.2 For more information on these options take a look at our delivery page to find out how to add extra features or choose a specific delivery window to your delivery.
9.3 During the order process you will be asked to select your preferred delivery date if available, otherwise we will delivery on the soonest available date within the timeframe shown.
9.4 We will deliver your products to the address you provide us at the time you place your order (if you are taking advantage of our finance package, we will only deliver to the billing address).
9.5 We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company at an address within the UK. Please note you will need to contact them directly to confirm a delivery, find out the opening hours and contact details which you will then need to pass back to us. Also note in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third party carrier.
9.6 Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Please note that if you choose to split your order in this manner, the second delivery will incur an additional delivery charge. Please email our sales team at email@example.com for further details.
9.7 We will deliver products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. It may not be possible to deliver some items within this timeframe (for example, out of stock or bespoke items), if this is the case we will let you know the estimated delivery date before accepting your order and you may either agree the estimated delivery date or cancel the contract for a full refund.
9.8 If a product is unavailable from stock or our supply of the products is delayed by an event outside our control (ie a delay from our suppliers or adverse weather conditions) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product.
9.9 Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room. Please ensure you cover any carpets, flooring or furniture and remove pictures and valuables from the delivery area and the route to it through your property. Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover whilst delivering the products. Please note there may be restrictions as to how many flights of stairs the delivery team can deliver up. For further information please contact our team. We endeavour to give as much information as possible in respect to weight and size of our products and you can read our “Will It Fit Guide” pages for more information or contact our sales team on 01233 633928 if you are unsure.
9.10 If an item cannot be delivered into your home or room of choice due to access issues or measurements this will be classifed as a failure of delivery and you will be required to bear the cost of returning the goods. Please see section 9.19 of these terms and conditions for full details on failture to deliver charges.
9.11 Our deliveries are carried out by 18, 7.5 or 3.5 tonne vehicles, so during the order confirmation process we ask our customers for information that will help our drivers deliver successfully and to ensure the driver has safe access to the premises from the public highway. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.
9.12 You will be asked for a signature on receipt of your order to confirm where possible, that your products have arrived in a satisfactory condition. Please see section 10 of these terms and conditions for full details of what to do should you need to return your products.
9.13 For all orders, it is essential that someone over the age of 16 is available to receive and sign for your delivery. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our Customer Services team if that is likely to be the case. Please also ensure the person at your property has all your order details, in particular details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods delivered if you have selected a Room of Choice service. Unfortunately we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance.
9.14 During delivery, we kindly ask that all pets are securely kept in another room. This is to ensure the safety of our delivery drivers and your pet(s).
9.15 If the products are lost or damaged in transit, please let us know promptly by contacting our aftercare team on 01233 633928. In order to make sure we have all the relevant information please also email us a brief description of the issues and accompanying photos to firstname.lastname@example.org.
9.16 Products will be your responsibility from the time the courier delivers them to the address you gave us or you collect from us.
9.17 Please check our delivery page for specific details on each of our delivery services.
9.19 Failed delivery. If a delivery fails as a result of one of the following reasons, we will charge you for the costs incurred as set out in clause 9.20 below:
a) If we are provided with incorrect delivery information;
b) no one (over the age of 16) is available at the delivery address to receive the delivery within the agreed delivery slot;
c) our couriers are unable to gain safe access to the delivery address; and
d) our couriers are unable to deliver the item into your home or room of choice due to access access issues or measurements.
9.20 Our charges for a failed delivery are:
1. UK Shipping - cost equal to the delivery fee + £10 restocking fee
2. Local Deliveries - £40 + £10 restocking fee
3. Sofas - £200 + £10 restocking fee
- Surcharges may also apply depending on your location and the additional delivery options that you choose, please see our delivery page for more information.
9.21 If you need a VAT invoice, you can request one via Live Chat or the Contact Us form on our website.