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Delivery and Returns
D E L I V E R Y
Free Delivery on small items for order £75 or £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 (including assembly)
Bed Delivery - Two-man specialist team: £65 (including assembly)
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. Once your order is ready to dispatch you will receive a seperate email with your tracking information from our designated courier.
Standard Delivery Courier Items
Our charge for items that don't require a two-man delivery service is £4.95. DPD will deliver all small and medium items within 2-5 working days. Please note that we only deliver items to the United Kingdom and are unable to fulfil orders outside of this. 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 delivery, 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 10-14 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.
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 or request a refund or exchange, our Returns Policy is below.
Returns and exchanges can be requested anytime up to 14 days after receiving your goods. Please email firstname.lastname@example.org detailing the original order number and the reason for the return or exchange. If it is being returned for any other reason aside from damage please be aware that the original delivery costs will be deducted as well as a collection charge equal to the delivery costs originally paid (£4.95 for standard delivery courier items, £15 for medium items, £45 for 1 furniture item and £60 for 2 or more furniture items and £65 for delivery and assembly of beds). Please ensure you place the item back in its original packaging as we need to receive it undamaged. Our Customer Service Team will work with you to resolve the problem and will issue you a returns address and pre-filled returns form.
Once items have been returned to our warehouse and checked by our team, please allow 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.
Products which have been personalised, such as Sofa Tailor, or specially made for you cannot be returned.
Unfortunately, our stores are unable to accept online returns.
Our products team try to ensure your items are up to our standards before they are despatched, however, on the rare occasion your item has arrived damaged please let us know within 24 hours of delivery by contacting our Customer Services Team by emailing email@example.com (Monday-Friday 10am-5pm). 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 exchanged beyond 14 days from delivery. We will also ask you to provide photos of the damage to speed up the response and allow us to improve, please email images to firstname.lastname@example.org