Instant Furniture Delivery Policy
"We know how important the delivery of your purchase is and aim to deliver all products to you as quickly as possible and in perfect condition."
On a vast majority of orders we can offer:
- Fast Delivery from Stock
- Great Value Two-Man Delivery Service
- Furniture delivered to a room of your choice
- Informative up-to date communication throughout
Delivery to UK mainland addresses only.
The stock status of each product will dictate the timescale of your delivery and is displayed within the product description. Products are either 'In Stock' or 'Available To Order'.
- 'In Stock' -
- means there is free stock available for fast delivery from our distribution center. You will be emailed soon after your order is received to confirm items are in stock and available for despatch.
- 'Available to Order -
means we will either allocate your order from stock currently due in to us or will order your item from our supplier upon accepting your order. We will send you a confirmation email with the anticipated lead time soon after order. A vast majority of these items will take between 1 - 6 weeks to come in to stock for you. Once advised of the lead time for your 'Available to Order' item, you will be asked to confirm by return whether you are happy with the lead time or would like to adjust or cancel the order.
We endeavor to display accurate stock statuses on our website at all times. However, we accept no liability for inaccuracies in the stock status displayed at the time of order. Many factors outside our control, including other website users online at the same time as you, can affect this information and therefore it should be treated as a guide only. Once you order is received we will send you an acknowledgement email which will confirm the stock status of each item ordered. All orders will be allocated stock in order of time and date that the order is received.
In addition to the price of the products, you pay a delivery charge of £29 per order. This is a per-order charge regardless of item quantity ordered and not per-item. This is a great value service and is actually heavily subsidized by us, as the true costs outweigh this charge in a majority of cases. In cases where we are awaiting some goods to come into stock to complete your order, we will hold all items on that order until we are able to deliver your completed order at one time. If you wish to have a separate delivery consisting of in stock items please place separate orders, however you will incur two delivery charges.
We deliver to UK mainland addresses only, including England, Wales and Scotland. Deliveries to more remote areas of UK mainland may have longer lead times or may not be possible. If you believe your address is in a remote location please contact us by phone or email to talk through the possible options before placing an order.
To ensure you receive your order in the best possible condition we employ the services of a dedicated 2-man delivery company who have vast experience within the furniture industry. This has proven to almost completely eliminate damage in transit and is our preferred delivery method, used for the vast majority of orders.
However, if your order is particularly time sensitive, we do have access to other delivery methods such as Instant Couriers or Pallet Networks which may be able to meet your deadline. Please contact our customer services department on 01493 855 858 if you have specific requirements and we will do our upmost to accommodate your request, and if necessary compile a suitable quotation. These alternative delivery methods will offer a reduced service level than our preferred method, but may speed up the delivery process. Alternative methods may not be available to all post code areas and are not suitable for delivery of certain products. On this basis we may decline to offer them for particular orders.
To keep charges for a 2-Man delivery service to a minimum and to reduce environmental impact by vehicles used, our delivery company operates in certain post codes on certain days. To ensure we are able to deliver your furniture, it is expected that someone over 18 will be available to accept delivery on one of two potential delivery dates offered by the delivery company. All deliveries will be made Monday to Friday.
Once your order is in stock we will make it available to our preferred delivery company unless we have agreed alternative arrangements with you and confirmed these in writing. You will then be contacted by the delivery company by the telephone number given with your order and a delivery day agreed. As standard you will be offered two dates for delivery and given an a.m. or p.m. time slot. To keep delivery timescales and avoid possible additional charges you should accept one of the delivery dates offered.
Using our preferred two-man delivery service we aim to deliver all 'In Stock' orders within 14 days from the date we receive your cleared payment. Alternative delivery methods and certain post code areas in the Scottish Highlands will have different delivery timescales.
While we will endeavor to meet all our arrangements for delivery, due to reasons beyond our control we cannot guarantee 'on time' delivery for all orders. We will make every effort to inform you of any delays promptly after we are aware of them, but we will not be liable for any loss, damages or consequential loss arising from delayed delivery or deliveries that need to be rearranged.
We will do our best to place your products in the room of your choice providing there is reasonable access. Using the packaged product dimensions advertised, it is your responsibility to ensure that the products not only fit into their final location but that there is sufficient access throughout the entire route to this room inside your property.
If you are aware of any possible access restrictions into your property these should be discussed prior to ordering as the costs of returning items that don't fit or are undeliverable due to poor access will be deducted from any refund given. The outbound delivery charge will also be deducted from any refund given for failed deliveries which are not our fault.
Preparing for delivery
If you take advantage of our 2-man delivery, to your room of choice, you should take time to suitably prepare your property before the delivery of large items of furniture. It is entirely your responsibility to protect or remove ornaments and floor coverings along the entire route of delivery.
However please do not cover stairs as this may cause a trip hazard, or put blankets down on polished floors as this may cause drivers to slip.
We will not accept any claims for damage for items damaged during delivery.
During adverse weather conditions preparing an area for the delivery drivers to wipe their shoes just inside your front door and at the foot of unprotected staircases may be advantageous.
Please consider removing any delicate objects from walls or moving ornaments which may be easily damaged by the delivery personnel if such objects are obstructing access whilst they are carrying heavy products. Remember one of them will be walking backwards and any items in the way may be damaged or create a trip hazard.
Please also consider protecting floor coverings as you see fit along the route of delivery, as our delivery drivers are unable to remove protective footwear whilst making a delivery. Protecting the floor in the destination room with sheeting is also advised as boxes may have become dusty during the delivery process and whilst in storage.
If you do not wish delivery personnel to lean longer boxes against walls in destination rooms please make this expressly clear at point of delivery.
For the avoidance of any doubt and to stress the importance, the preparation for delivery to ensure adequate protection to your property is entirely your responsibility. We will not accept any claims for damage to any item in your home including (but not limited to) floor coverings, wall decoration, pictures and ornaments, which have not been adequately protected or removed prior to delivery.
Failed Delivery Charges
Delivering furniture is a very specialist and expensive exercise. Furniture is heavy, awkward and delicate, and therefore requires us to employ specialist 2-man delivery companies to facilitate the delivery properly.
To make buying furniture online more attractive we heavily subsidize the outbound delivery costs. However we are unable to absorb these high costs when deliveries aren't made and orders cancelled or deliveries rearranged through no fault of our own. It is therefore extremely important that you make someone available to take delivery on the dates arranged with our delivery company.
If you aren't available to take delivery on a prearranged date without sufficient notice to us, or if poor access does not permit delivery or if we are unable to deliver for any other reason through no fault of our own, and:
(1) this results in a cancelled order, then the entire cost of an outbound delivery (£29), the return delivery to us (unsubsidized and usually between £40 - £200) plus a restocking fee to cover our distribution center costs (equal to 10% of the value of goods cancelled) will be deducted from any refund given.
(2) this results in arranging an alternative delivery date within 7 days of the original delivery date, then just a £29 redelivery fee will be payable prior to redelivery.
(For alternative delivery dates arranged beyond 7 days of original delivery date additional storage charges may be levied by our delivery service company. These will be discussed on a case by case basis and payable prior to alternate delivery arrangements being confirmed.)
We will arrange for the products to be delivered to the address for delivery indicated in your order.