When submitting an order, you are deemed to have read and accepted our terms and conditions on the website. We recommend that you also read carefully the delivery and returns information below.
Items showing as being in stock are usually dispatched within 48 hours of order, if you have received your email confirmation of shipping, you should contact us if the item has not arrived within a week. Please make sure that the email address you have given is correct, and that you have supplied a landline telephone number for the delivery address. For couriered items you will usually receive an email notification of intent to deliver on the morning of delivery, with contact details so that you can rearrange if not convenient. If the item does not arrive as notified, please refer to the courier's website to check the item is out for delivery. Items which are not held in stock will give an approximate lead time on the product page. These items are ordered for you, and we call you to arrange your delivery when the items come in to stock in our warehouse. If you are in doubt, please contact us.
These items are delivered to your doorstep, for you to take in and to place in the room of your choice and assemble yourself. Deliveries made by national carriers will be delivered by one man and delivered to your front door. The services used will only deliver the ordered items to the front door of the designated delivery address. This means that if you reside in an apartment or a block of flats, the delivery driver will deliver to the lobby or service bay of the building only. Delivery drivers may deliver items to kerbside if access to your premises is difficult or restricted eg. with steps. Please understand that couriers and logistics companies are not insured to enter private premises. Please be aware that if you purchase a product with a doorstep delivery service (rather than a delivery and assembly service) and require assistance with the positioning of the product, you must arrange the assistance yourself.
Our made-to-order furniture ranges are usually delivered using a specialist carrier. Estimated delivery dates are shown where an item is not held in stock, and in these cases we endeavour to contact you prior to dispatch to arrange a convenient date for delivery. The delivery of these items is usually to kerbside. If you are available to provide assistance to the driver, he may at his discretion help you to place the items in a ground floor room. He is not paid or insured to help you unpack or take items upstairs. If you are unable to assist with handling larger items, we recommend that you speak to us request a 'white glove' delivery service, for which an additional charge is made. The items will be sited in a ground floor room for you to check and unpack. If you require assistance with assembly please email us for details of companies who provide this service.
Please note that if an arrangement has been made with you either verbally or by email, to deliver your goods on a specific day, we reserve the right to impose a redelivery charge if the driver is unable to make the delivery as agreed due to access being unavailable. You will be required to sign for the goods, and we recommend that you sign for the items as 'unchecked', noting any visible damage to the packaging on the drivers docket.
Some furniture ranges come with a delivery and assembly service. This is clearly indicated in the product description, and the service will include taking the item to the room of your choice, unpacking and assembling the item, and removing packaging. This service is arranged with you by telephone for a specific date and we reserve the right to impose a redelivery charge if the driver is unable to make the delivery as agreed due to access being unavailable.
Delivery charges, where not calculated by weight, are clearly shown on the drop down menu on the product information page. Some areas of the UK such as Northern Scotland, and Cornwall, may incur a higher delivery charge due to inevitable increased distance costs. You should select the correct area from the drop-down menu, but in cases where an error has been made we reserve the right to adjust your delivery charges or decline the order. You will be informed of this by email or telephone.
For items where a delivery charge is not shown as an option for you to select, the amount of the carriage charge is automatically calculated by weight. You can calculate shipping costs of such items prior to completing your order, using the icon beneath your shopping cart on the left menu. Simply add the required items to your shopping cart, click on calculate shipping, and fill in your postcode and Country. You can delete items if you are not happy with the amount, although we would point out that we use the best and most cost-effective delivery service available, and we do not make a profit on carriage charges. Furniture items are not usually available for overseas shipping.
Please note that the majority of our furniture items are available for delivery to mainland UK addresses only. Accessories and soft furnishings can usually be shipped overseas, but please be aware that as we are a UK based site, our prices are in GBP £ pounds sterling and you will be charged in our currency. We reserve the right to decline overseas orders for items that are unsuitable to ship, although you can contact us to request a shipping quote, or collection by your own freight forwarders on some product ranges. Please email to request clarification if you are unsure. Please be aware that we are not VAT registered and we do not offer tax-free shipping.
All items will normally require a signature on delivery. It is the customer's responsibility to check condition of the packaging, and if possible the goods, before releasing the delivery driver with your signature. If you cannot do this, please clearly write 'UNCHECKED' next to your signature, noting any visible damage to the packaging on the drivers docket. (If the item is being sent as a gift, please inform the recipient of their obligation) In the unlikely event of damage having occurred during transit, please email us immediately. Claims for courier damage need to be notified within 24 hours of receipt of the parcel. It is also recommended that you email us with pictures of any damage. We will then arrange to accept the goods back, and refund your carriage costs for the return. We will offer you a replacement or refund.
YOUR RIGHT TO CANCEL.
You can cancel your order with us at any time up to seven days after receipt of the items, with some exceptions noted below. Follow the instructions for returning items which are laid out below. You will be responsible for the cost of returning items to us.
*PLEASE NOTE- FLAT PACK FURNITURE WHICH HAS BEEN PARTLY OR FULLY ASSEMBLED CANNOT BE RETURNED. WE RECOMMEND CAREFULLY UNPACKING AND CHECKING EACH PIECE FOR DAMAGE BEFORE YOU START TO ASSEMBLE ANY FURNITURE. PERSONALISED AND MADE TO ORDER ITEMS CANNOT BE CANCELLED ONCE THE ORDER HAS BEEN PUT INTO PRODUCTION.
RETURNING ITEMS TO US
If, on receipt of your order, you are unhappy with your goods for any reason, we will be happy to provide a replacement or refund FOR UNUSED GOODS IN SALEABLE CONDITION. (Flat pack furniture which has been partly or fully assembled is counted as second-hand and cannot be returned.) Personalised and made-to-order items cannot be returned. Prior to dispatching anything to us, please call us on (01531) 650843 for a returns number, as we cannot accept items without this. You must notify us of your intention to return any item within seven working days of receipt. Item must be returned, unused and in their original packaging, with your returns number clearly written on the package. You are strongly advised to send back items using a recorded delivery service to prevent uninsured loss. We regret that we cannot refund any return carriage costs, and that you are responsible for the cost incurred in returning unwanted items to us. We are usually able to arrange collection of furniture items, at your cost, but flat pack items which have been partly or fully assembled are not returnable.
GIFT RETURNS INFORMATION- PLEASE SEE OUR TERMS AND CONDITIONS.
OUR RETURNS ADDRESS IS; RETURNS, HIPPINS, PLAYLEYS PLACE, PLAYLEY GREEN, REDMARLEY, GLOS. GL19 3NB
If you require clarification of any of the above information, please call us on (01531)650843 OR email via the contact page.