DELIVERY & RETURNS
There isn’t much that beats the excitement of a new purchase, so with that in mind, we set ourselves the aim of delivering your order within 2 weeks.
Once you have placed your order, our Customer Service Team will call or email you to arrange the next available delivery slot. When booking your order online, we automatically give you the next available delivery slot for your area with the ability to change it, should that not be suitable. When placing your order over the phone, they will also be able to give you the next available delivery slot for your area. On the day of the delivery, our driver will call you in the morning to advise on their estimated time of arrival (within a 4-hour time window). If you have any problems on the day, simply call our order line on 0208 769 4001 and we will put you in touch with your driver.
Smaller parcel orders are delivered by Royal Mail or a courier service, typically within 7 days. These deliveries are usually made during the week and not on a booked day and we have very little control over the timing. However, please remember that orders can be delivered to one our storage facility in Balham for FREE and can be collected at your convenience.
We hold orders until all items are in stock, so you only have one delivery to receive. If you’d like some of the items in your order delivered earlier, please call us on 0208 769 4001 and we will do our best to accommodate you.
CLICK & COLLECT- FREE
Click and collect from our storage facility in Balham is FREE. To avoid confusion or making an unnecessary journey, when your order has been received by ourselves, and is ready for collection one of our Team will call you to make arrangements for your collection. For security purposes, yours as well as ours, when collecting your goods, you will need to show proof of purchase, the card you paid with and a form of photo ID
If you choose to collect a larger item such as sofas, sideboards etc. we suggest you bring someone along to help load your vehicle. While our Sales Team are happy to help take your goods to your vehicle and help load, we may not always have someone suitable or available when you arrive. If you will need help, then please make the Team aware when they call. However, please remember when choosing to collect your order, a wardrobe even flat packed won’t fit into a mini! If in doubt, call us on 0208 769 4001.
For security purposes, yours as well as ours, when collecting your goods, you will need to show proof of purchase and the card you paid with.
LARGE FURNITURE DELIVERY
All orders with large furniture included are delivered free of charge.
We cover these areas for delivery
Central & South
AL | B| BA | BB |BD | BH| BL| BN | BS| CB| CH| CM| CO |CT |CV| CW| DE |DN |DT| DY |FK |GL | GU |HD | HP | HX| IP| L| LE| LN| LS| LU| M| ME |MK |NG| NN |NR |OL| OX |PE| PO| PR| RG| RH| S |SG| SK |SL |SN |SO| SP |SS |ST |TF |TN |WA |WD| WF |WN |WR |WS |WV|
BR | CR | DA | E | EC | EN | HA | IG | KT | N | NW | RM | SE | SM | SW | TW | UB | WC | W | CF | G | EH | PA | ML | BT
PARCELS - SMALL ITEMS
We currently are only able to deliver to mainland UK and are not able to deliver to the following postcode areas: DG, GY, HS, IM, JE, LD, ZE, KW and parts of PA, PH, KA and IV.
Should you not be at home when our partner courier delivers, they will leave a card advising you of what to do to get your order.
Some delivery restrictions – but not many!
There are a few small restrictions on what our delivery team are able to do. Due to weight, ready assembled items are unable to be delivered to anywhere other than the ground floor level. Our Sales Team will advise you of this when placing an order over the phone if your order contains any of these items.
To avoid disappointment (yours as well as ours!) when placing an order please advise us of any issues or obstacles that you may be aware of that are particular to your home, such as narrow country roads or a building with no lift. As long as it’s safe, our delivery team are happy to work with you to ensure we can deliver your order to your satisfaction.
RETURNS & REFUNDS
Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
This right is limited to 30 days from the date you buy your product. After 30 days, you will not be legally entitled to a refund.
Under the Consumer Contracts Regulations (which replace the Distance Selling Regulations) purchasing online or by phone, entitles you to request a full refund upon receipt of a written request within 14 days starting the day after the day of receiving the goods. You have right to open the item but are under a duty of care to ensure that the item is not used, assembled or damaged in anyway and that all packaging is returned.
Refunds can only be made back to the card used to make the original purchase once your return has been approved. Your refund will be processed within 5-7 working days. Please remember that card refunds may take up to 10 working days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately, we are unable to influence this.
If a refund is being requested, we will process the refund once the returned items have been received and inspected at our Distribution Centre.
If your item was purchased using cash the refund will be made by cheque with a processing time of up to 2 weeks.
RETURNING AN ITEM
We do not offer a free returns or collection service, nor do we refund any postage cost you may incur to return the goods. If returning an item by mail we recommend that you request a proof of postage.
Items requiring collection will incur a charge equal to the cost of making a delivery to the postcode we are collecting from (see delivery charges).* When processing your return, we will book a convenient date for collection with you when taking the payment. Faulty or damaged items are replaced without the collection fee.
*Please note that costs for collection of large items are determined by each individual parcel dependent on postcode and dimensions of the item.
Once stating the reason for return on an item, this cannot be changed, and the return will be treated according to initial statement.
If the item is being returned as unwanted you must notify us within 7 days of receipt of the item. The item must be returned in an unused condition, which includes being in the original, unmarked and undamaged packaging otherwise will not be accepted for return, and consequently cannot be refunded. Unwanted items must not be used or assembled in any way. We retain the right to refuse a refund on any item found to have been used.
DAMAGED OR FAULTY GOODS
If your purchase arrives damaged or is faulty please contact our Customer Services team on 0208 769 4001 within 14 days of receipt of goods. Our Customer Care lines are open from Monday-Friday 9am - 6pm. Alternatively you can email us at firstname.lastname@example.org
If a repair is required this will be carried out within a reasonable time (usually within 28 days).
Refunds will be issued in reasonable time (usually within 7 days) after satisfactory receipt of the returned goods.
None of the above affects your statutory rights.
In some cases, we are able to resolve your issue and repair the item in your home. To do this we work with several furniture repair companies who will endeavour to complete a home visit within 14 days of being notified of an issue. They will evaluate the fault and provide us with their independent assessment. If the issue is confirmed as a product fault, we will instruct the company to go ahead and repair or alternatively replace if uneconomical to repair.
DISPOSAL OF DAMAGED PRODUCTS
Please do not dispose or attempt to repair a damaged item until you have spoken with one of our Customer Services Team and we have agreed this in writing, usually by email, that it is okay to do so.