Shipping & Delivery

International Shipping
Currently not being offered.

Important Information
Please make sure that the shipping address that you provide is correct as we are unable to redirect orders once they are on their way to you. For security purposes we do not amend addresses once we have processed your order as your order is confirmed on the basis of the original information you provide us with at point of order. Before we can dispatch your purchase, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.  Please note this can take longer during our sale periods when it may take up to 72 hours (Mon-Fri) for shipments to be dispatched. We work closely with our shipping partners to minimise the potential impact of custom delays on our international customers.

Order Dispatch
Orders placed before 10am (Monday to Friday) will be dispatched the same day. All orders placed after 10am will be sent out the next business day. Please note that same day dispatch is not always possible during busy periods or the early days of a sale or promotion. Once your order has been dispatched, we cannot be responsible for delivery days and times unless you have selected a guaranteed service. In a small minority of cases for various reasons beyond our control your parcel may not arrive in the timescales published. We always do our utmost to escalate and resolve such issues as quickly as possible on your behalf. We are unable to re-send items that are in transit. Undelivered items must be received back before we can resend or refund. Lost in transit parcels are escalated to our courier partners and refunds or replacements are processed once the case can be closed which is usually 15 working days for UK and 30 days for rest of world.

Surcharges
Please note that orders shipped to the following regions are not covered under our free delivery offer: Scotland, Northern Ireland, Dublin, Southern Ireland, Isle of Man, Isle of Wight, Isle of Sicily, and the Channel Islands. These regions will incur additional surcharges to cover the extra shipping costs associated with these locations.

The surcharge amount will be calculated and displayed at checkout based on the delivery address provided. Please review all charges carefully before completing your purchase. For any questions or further assistance, please contact our customer service team on  [email protected].

UK Mainland Delivery
The couriers we use to dispatch your orders are Furdeco, Furniture Logistics, DHL Express UK and Royal Mail.

Furdeco – Sofas, armchairs, wardrobes

Furniture Logistics – Sofas, armchairs

DHL Express UK – Chest of drawers

Royal Mail – Small items (parts)

Delivery Lead Times
Flatpack delivery is targeted within 2-5 working days from order.
Furniture delivery is targeted within 7-14 working days from order.

Furdeco

Furdeco is an independent third-party furniture delivery specialist. Please note, though we are here to assist with any queries, once your parcel has been collected by Furdeco we will be unable to provide you with specific details about delivery schedules and timescales. For further details about your delivery please contact Furdeco directly using the number below or track your order on the link below using your tracking number.

Furdeco Contact number: 01212555255

Order Tracking
Track your order: https://furdeco.co.uk/track-your-order

Don’t have a tracking number? Reach out to a member of our team on [email protected]. Please include in your subject, your order number followed by “Delivery Query”.

E.g. #01234 – Delivery Query

Processing Procedure
Furdeco works through a specific work flow to ensure quick and efficient delivery. This involves collection, planning, scheduling and final delivery. Please take this into consideration when setting delivery expectations.

Once your parcel has been collected, Furdeco will begin the schedule and routing process. After your parcel has been routed Furdeco will send an SMS message to the number associated with your order; this will specify a proposed, scheduled delivery date. It is important that this number is live and active.

Making Changes to a Scheduled Delivery
Changes can be made to this schedule if the proposed date is not ideal, however this must be arranged directly with the courier. Details on how to do this will be specified in the SMS message.

In the event Furdeco does not receive a response to change the scheduled delivery date then they will continue to plan according to the original planned delivery day mentioned in their message to you.

Please note that somebody must be at home to accept the delivery.

Redelivery Attempts or Returns
The first delivery attempt is free (under our free postage offer) however, in the event of a failed delivery due to no one being at home then a redelivery attempt or return back to us does become chargeable (starting from £39 depending on your order).

1^st Floor and Above Delivery
Please note that Furdeco employ a ground floor delivery service. Deliveries to numbered floors are done at the discretion of the driver and there may be a charge involved. This can be negotiated with the driver on the day.

Furniture Logistics

Order Tracking
Track your delivery on the link below using the tracking number provided to you.

Track you order: https://www.furniturelogistic.co.uk/

Don’t have a tracking number? Reach out to a member of our team on [email protected]. Please include in your subject, your order number followed by “Delivery Query”.

E.g. #01234 – Delivery Query

Redelivery Attempts or Returns
The first delivery attempt is free (under our free postage offer) however, in the event of a failed delivery due to no one being at home then a redelivery attempt or return back to us does become chargeable (starting from £10 depending on your order).

1^st Floor and Above Delivery
Please note that Furniture Logistics employ a ground floor delivery service. Deliveries to numbered floors are done at the discretion of the driver and there may be a charge involved. This can be negotiated with the driver on the day.

DHL Express UK

Order Tracking
DHL will provide tracking status updates as well as send email and SMS reminders with a delivery window.

Track your delivery on the link below using the tracking number provided to you.

Track you order: https://www.dhl.com/gb-en/home/tracking.html

Don’t have a tracking number? Reach out to a member of our team on [email protected]. Please include in your subject, your order number followed by “Delivery Query”.

E.g. #01234 – Delivery Query

If you cannot see any updated in your tracking information, try again later. Tracking events usually appear 24–48 hours after receiving the Track and Trace ID. In general, once the shipment has reached the DHL facility, a tracking event will appear.

Redelivery Attempts or Returns
If a DHL driver attempts delivery and you are not available, they will leave a “we missed you” card.

DHL will make up to three delivery attempts at no extra charge under our free postage offer. If the third attempt fails, DHL will return your order to us. In this case, a fee (starting at £20 depending on your order) will be deducted from your total refund.

Additional Support
DHL Contact number: 02476937777

You will need your consignment number and delivery address details.

Royal Mail

Order Tracking
Royal Mail will provide tracking status updates as well as send email and SMS reminders with a delivery window.

Track your delivery on the link below using the tracking number provided to you.

Track you order: https://www.royalmail.com/track-your-item

Don’t have a tracking number? Reach out to a member of our team on [email protected]. Please include in your subject, your order number followed by “Delivery Query”.

E.g. #01234 – Delivery Query

Redelivery Attempts or Returns
The first delivery attempt is free (under our free postage offer) however, in the event of a failed delivery due to no one being at home then a redelivery attempt or return back to us does become chargeable (starting from £10 depending on your order).

Why have I been asked for additional information?
As part of our company policy, we regularly carry out security checks on orders to protect both our customers and our business. All information given to us is kept strictly confidential and will be disposed of once your order has been dispatched. Please note if you have been asked to provide additional information, we cannot begin to process your order until this information has been received.

Can I change my delivery address?
At the checkout page we offer the opportunity to select a delivery address that is different to the billing address. For security reasons this service is offered at our discretion and we reserve the right to ship only to the billing address or ask that proof of address is provided before shipping.

What happens if I’m not there when delivery is attempted?
You will be called on the telephone number provided.  All deliveries are chargeable. Failed deliveries and the return of failed deliveries are chargeable at cost plus admin/ restocking fees based on product/s purchased.

Do you deliver to PO BOX addresses?
Unfortunately, we are currently unable to deliver to PO BOX addresses.

Do you deliver to mail forwarding companies?
Unfortunately, we are unable to deliver to mail forwarding companies. If an order is made for delivery to a mail forwarding company you may be asked for an alternative address and your order may be subject to additional delivery costs.