Delivery
Delivery charge
The delivery charge is £50 regardless of the number of products ordered or where it is to be delivered in mainland UK and Northern Ireland.
On rare occasions where access to the property is not possible, or for deliveries outside mainland UK and Northern Ireland, additional local charges may apply, details are available on request. Please note deliveries may not be possible in more remote areas of mainland UK and you will be informed at the point of order if this is the case.
Delivery times
When you place your order, you will be given an estimated delivery time. When your order arrives at our distribution centre, we will contact you to arrange a mutually convenient delivery date. In cases where deliveries will be made to you directly from a supplier, you will be contacted by our supplier to arrange the delivery date.
As we are unable to store products for any length of time you will be required to take the product as soon as it is available, unless your product arrives early, in which case you may choose to wait until the estimated delivery time quoted at point of order.
If you would like your order to be delivered later than the estimated lead time, please state this when prompted with the “not before date” option during the online order process, or by informing the salesperson if placing your order in store.
Receiving your delivery
When your furniture is delivered, we will do our best to take it to the room of your choice and place them in the desired location, provided there is reasonable access.
We will then remove the packaging so that you can inspect your new furniture. This is particularly important as you will be asked to sign for receiving the goods in perfect condition.
Note: Products that require self assembly will not be unwrapped.
Access
Please be aware that it is your responsibility to ensure there is sufficient access to deliver the product into you home and into your chosen location. You should consider vehicle access, lifts and tight stairs etc. If windows or doors need to be removed in order for access to be gained it is your responsibility to arrange this at your cost and risk. If you are unsure about access to or within your property, please visit your nearest store and discuss this with a salesperson to avoid disappointment.
Split deliveries
On some occasions, we may need to make more than one delivery to you to ensure certain products are delivered on specialist transport. Where this is necessary you will not be charged for the additional delivery.
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Returns
Amending or cancelling your order WITHIN 7 days of placing your order
We promise to give you a full refund if you change your mind for any reason within 7 days of placing your order with us. After this date we will have in most cases a binding contract with our suppliers to supply or make your product.
Cancelling your order AFTER 7 days of placing your order
Made to order products
Made to order products have been produced specifically for you, therefore no refunds or exchanges can be made after 7 days of placing your order unless there is an error on our part regarding the product specification, or the item is found to be faulty.
All other products
For products ordered over the Internet, you have the right to cancel orders on products that are not made to order by notifying us in writing (including email) before delivery or within 7 working days of receiving of the goods.
If you cancel your order once it has been delivered, you must not use the goods, must take care of them, and must make them available to us when we call to collect them on the date we will agree with you. We will collect the goods and then refund the cost of the items ordered within 30 days of cancellation. The cost of delivery will not be refunded as this is a service that has been carried out on our part.
Please ensure that the goods are maintained in a saleable condition and in their original packaging. Self assembly furniture cannot be returned once assembly is part or fully completed, unless the item is found to be faulty.
If you do not comply with your obligations above, we will not agree to the refund or may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or goods that you have damaged or lost). Your statutory rights are not affected.
Exceptions to this policy
The Cancellation and Refund policy described above will stand unless:
We have not followed your instructions clearly
The order has been delayed by more than 5 weeks after the lead time quoted to you in writing at the point of order
The product is found to be faulty
Refund in excess of £199 will be made via our Head Office.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.