Delivery and Returns
Make sure Santa gets to you in time for Christmas by making sure you order anything you need for the holidays before these dates! Orders placed over the Christmas period will be affected by bank holidays on the 25th and 26th of December 2017 and the 1st of January 2018.
Last date for placing orders
19th December 2018
14th December 2018
Delivery dates are subject to change so please be sure to check back before placing your order. In busy times, such as Christmas it’s worth noting that your order may take longer than usual but will be with you as soon as possible.
The following delivery information is applicable for mainland UK:
- Next working day delivery / Select a Day (FREE)
Item under 30kg
- Standard Delivery (FREE)
Items over 30kg - two man service. Delivery within 3 - 5 days between 8am and 8pm
- Delivery before 12pm next working day (£9.99)
Item under 30kg
- Saturday delivery (£12.99)
Item under 30kg
Standard Free Delivery
Items ordered via our standard free delivery option will arrive on a weekday between the hours of 7am and 8pm. Delivery for items over 30kg takes between 3-5 days.
Our couriers don’t deliver on public holidays.
If your item weighs less than 30kg, it will be delivered to the main door of your premises only. If you live in a block of flats, it will be delivered to the main door only.
If your item weighs more than 30kg, it will be delivered by our two-man service. It will be delivered to the main door of your premises and assistance may be available. If you live in a block of flats, it will be delivered to the main door, but some assistance to get it into your flat may be available.
All deliveries are completely free of charge.
If you live in one of the following postcode areas, you may have to wait a little longer for your order: EX39, TD9, DG9, KA7, SA73, TR19. We can deliver items throughout mainland UK, excluding the Scottish Highlands and the following postcodes: KW, IV, AB, PH, DD, PA.
Delivery the next working day
All our standard delivery options are completely free of charge, and any orders placed before 3pm that are under 30kg will be delivered the next working day. If you place your order on a Friday before 3pm, it will be delivered the following Monday, unless it’s a public holiday.
Choose a day that suits you
We know that some days are less convenient than others - that’s why we allow you to pre-select the day your new items will be delivered. If you choose delivery between Monday and Friday, your items will be delivered on your chosen day at no extra charge (excluding bank holidays and public holidays).
While we will do our best to deliver your goods on your chosen date, there may be times when we’re not able to do so. If this should happen, we’ll be in touch immediately with alternate date options for you to consider.
You may receive a call before your item is sent to arrange a time to suit you. In this event, you’ll be given a three-hour window, so you don’t have to wait for your items to arrive.
Delivery before 12pm - Monday to Friday
If you’d like your items to be delivered before 12pm the next working day, simply select this item at checkout. Pre-noon delivery does come at an additional charge of £9.99. Please ensure that you place your order before 3pm to ensure timely delivery.
If your item is under 30kg, you can choose a Saturday delivery at an additional cost of £12.99. Saturday deliveries will be made between 8am and 6pm.
If, for any reason, you’re not home when our courier attempts to deliver your items, you’ll be left a calling card with details of who you need to contact to re-arrange the delivery. If you don’t re-arrange delivery within five working days, the items may be returned to us. Re-delivery will then result in an extra charge to you.
● Monday to Friday are classed as working days
● Any orders placed on a weekend will be processed the next working day (excluding bank holidays)
● Any order placed on a bank holiday will be processed and dispatched the next working day
Returns & Refunds
Here we will try to answer some of your questions regarding returns and refunds. They are only summaries, should you require additional information please refer to our Terms & Conditions.
What if I change my mind after the product has arrived?
We’ve made our returns service as simple and stress-free as possible. We only stock the very best in premium furniture that we believe you’ll be happy with. However, we appreciate that you may change your mind. If you need to make a return for a refund, an exchange or replacement, follow the simple steps below.
1. Call us on 0121 567 3131, or email email@example.com within 14 days of your item arriving.
2. Pack your items in their original packaging, ensuring they’re in an unused condition and have not been assembled or installed yet.
3. One of our couriers will arrange to collect your item(s) who will also arrive with a pre-printed sticky label for the delivery box.
5. Once we’ve received your item(s), we’ll process your request, subject to our terms and conditions.
Please be aware that the returns process can take up to 7 working days. Our terms do not affect your statutory rights.
Please note: You will need to cover the costs of returning an item where a non-faulty item is being returned and we recommend you retain your proof of postage. The total collection cost is based on the subtotal value of the products you are returning as per the return fees table below.
£0 - 99.99
£100 - £249.99
£250 - £399.99
£400 or more
Can I cancel my order if I change my mind before delivery?
We understand you may have a change of heart about an item before you receive it which is why you can cancel at any time before your item is dispatched. Simply contact us on 0121 567 3131 and we'll cancel your order and give you a full refund.
Any cancellations made after your item(s) have been dispatched will need to be made after delivery within 14 days by contacting us on 0121 567 3131, or email firstname.lastname@example.org. Once you have notified us of your unwanted item, please follow steps 2-5 listed above.
What if the item is damaged when it arrives or you are sent the wrong item?
Even though damage is rare, mistakes might be made but we will do our very best to rectify the problem. In the unlikely event that you receive anything that is less than perfect, please contact us within 14 days of your delivery and we resolve the issue as soon as possible. If the product is damaged or faulty, please call us on 0121 567 3131 quoting your order number or email us at email@example.com and include: your name, address, order number and image(s) of the damage or fault and we will contact you as quickly as possible.
Faulty or damaged items will be exchanged or refunded with no additional collection fee.
We recommended inspecting your purchase upon delivery and if you are not happy, please inform the courier where you will be eligible to refuse delivery. Our courier will provide you with a form to sign acknowledging this.
Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect the item.
How long will my refund take?
For security reasons we can only make refunds to the original payment method you used to place your order. Please allow time for the item(s) to be received by our team, checked and assessed, we will then issue a refund which could take between 3-5 working days.
Can I change my existing order?
If you change your mind once you've placed an order, you will need to contact our team in writing on firstname.lastname@example.org quoting your reference number, before your item(s) are dispatched in order to successfully change the order.
Can I return mattresses?
If for any reason you are not pleased with your mattress, we will be happy to provide refunds or exchanges within 14 days of delivery. Due to hygiene reasons, mattresses must be in their original packaging and unused. A refund charge will be applied where a mattress is being returned. See the return fees table above for more information. If your mattress has a fault or defect please refer to our mattress guarantee policy.