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Delivery & Returns
D E L I V E R Y
Your delivery charges depend on the size and weight of your order, please see below:
Free Express Delivery on home accessories for orders over £75 (otherwise £4.95)
Medium Items (such as mirrors, art, small armchairs, ottomans etc.) : £15
Large Furniture - Two-man specialist team: £45 or £60 for 2 or more pieces
Bed Delivery - Two-man specialist team: £65 (including assembly in your room of choice)
Sofa Tailor - Bespoke Furniture: Free delivery for our made to order service. Please note our made to order Sofa Tailor service has a lead time of 6-12 weeks.
Please note that if you have ordered a mixture of small, medium and large items, your items will be split in order to reach you as quickly as possible. We will select the courier most suited to the size of your parcel and location of delivery, offering Standard, Next Working Day or a specialist two man delivery but you will only be charged once the applicable fee for the biggest item. Once your order is ready to dispatch you will receive a seperate email with your tracking information from our designated courier.
Please note that we only deliver items to the UK mainland and we might be unable to fulfil orders outside of this. If you would like to arrange shipping outside of the UK mainland, please contact our Customer Services team with your enquiry.
When will I receive my order?
We offer free delivery for all home accessories for orders over £75, otherwise the delivery fee is £4.95. DPD aims to deliver within 1-3 working days including Saturdays. You will receive a confirmation text/email with your tracking information once DPD have collected your order from us and a text/email before 11am on the day of delivery with a 1-hour timeslot. If you're unable to be in when they are scheduled to deliver, you can opt to collect your parcel from a local collection point or you can simply arrange for delivery on another day.
Delivery for medium items is £15. Our delivery partner, DX, will deliver your qualifying items within 2-5 working days. You will receive a text and/or email once your item is on its way to you. Please note that our medium item deliveries take place between Monday and Friday. Unfortunately, we are unable to organise a specific delivery day or time.
For our larger items which go via a two-man delivery service, it is £45 for a single item and £60 for two or more. Beds are charged at £65 for delivery and assembly in your room of choice.
Our two-man delivery service will be in touch with you directly to arrange your delivery day and time once this has been despatched. Please note that our two-man deliveries take place between Monday and Friday, please allow 7-14 working days for delivery. Please note that we only deliver furniture items to mainland UK only, any orders placed outside of this will unfortunately be cancelled. If you are unavailable on the arranged day of delivery there will be charges for re-delivery, equal to the initial delivery charge.
Complimentary delivery for our bespoke furniture. Our made to order Sofa Tailor service has a lead time of 6-12 weeks.
R E T U R N S
Thank you for shopping with us and we hope that you love your purchases. However, if you do wish to return any products and request a refund or exchange, our Returns Policy is below.
We offer a 14-day no quibble returns guarantee on everything EXCEPT made to order purchases. Please email us at email@example.com detailing the original order number and the reason for the return or exchange within 14 days of delivery. All items should be returned in their original packaging and be in new and unused condition. Please note that for returns using a pre-paid DPD label you will need to ship your parcel back to us within 14 days from receiving your label, otherwise you might not be entitled to a refund. For sale or clearance items the returns request period is 7 days after delivery and you should ship your parcel back to us within 7 days from receiving your returns label.
Please note that products which have been personalised, such as Sofa Tailor and made to order furniture cannot be returned.
Unfortunately, items purchased online cannot be returned in store.
Returns collection charges
Returns collection charges will be deducted from your item refund:
- Small item £4.95
- Medium item £15
- Large item £45 or £60 for more than one piece
- Beds: £65 (including dissasembly)
Any items returned without their original boxes and packaging are not entitled to a refund but we are happy to issue store credit instead. Once items have been returned to our warehouse and checked by our team, please allow up to 10 working days for your refund to be processed. Please note that for hygiene purposes, certain products such as toiletries, must be returned with their seal and packaging unbroken.
Our warehouse team try to ensure your items are up to our high standards of quality before they are despatched, however on the rare occasion that your item has arrived damaged please email us at firstname.lastname@example.org and include a picture of the damaged product, in order for your request to be processed faster. Please note the product must be kept in its original packaging. All damaged products must be reported to our Customer Service Team in writing within 24 hours upon receipt otherwise your request may not be accepted. We will then arrange to collect the item from you and either arrange for a replacement, repair or refund.
It's very important that you inspect your order upon delivery and let us know if there are any faults straight away as we cannot accept any returns or exchanges beyond 14 days from delivery.