Delivery Policy

We offer FREE* and fast UK Mainland delivery on any orders placed online for in-stock items. Our warehouse teams are working tirelessly to get all of our customer orders dispatched as soon as possible. For all in-stock items, we aim to deliver to customers within 10 working days of purchase.

Pre Order

All furniture sets displaying the ‘PRE-ORDER NOW’ sticker will show the expected lead-time for the products to arrive into our warehouse. Placing a pre-order will reserve and allocate the next available incoming stock for you. Once we receive all of the items on order, we will call to arrange delivery and dispatch the goods to your home. The lead times displayed for pre-order items are very accurate and we have stock arriving daily to fulfil customer orders. If you have any further questions regarding lead times, please don’t hesitate to call us on 01200 444 488. We will be happy to assist you with your enquiry.

Status Change

If the status of your order does change, we will be in touch to inform you about your delivery but for now, we are operating at full steam ahead and all expected delivery lead times displayed are as accurate as possible.

*Free Delivery Service – What you need to know

Our Free Delivery service is applicable to orders over £500.

If your order consists of both in-stock items and pre-order items, the free delivery service stipulates that we will deliver all the items together in one delivery. Once all the goods on the order have arrived with us, we will then be in touch to arrange your delivery slot. If you require the in-stock items sooner, we suggest you either place two separate orders or call us on 01200 444 488 to discuss the delivery cost for dispatching the in-stock part of the order.

In some rare circumstances, for example where the products you have ordered require a specialist delivery method to an outlying address, your delivery may take slightly longer than the 10 working days that we usually meet. If this is likely to be the case, we will contact you ASAP and we will do our upmost to deliver to you ASAP within a reasonable time-frame.

Charges and Exemptions

*Excluding AB, DD, FK, IV, KW, KY, PA, PH, PO30-PO41 postcode districts. Orders going to these postcode districts will have delivery charged at £60.00.

**The above excluded postcode districts are also exempt from the White Glove Delivery Service, despite them being available at checkout. Please do not select this option. If you would like to enquire about White Glove in these areas, please call us on 01200 444585 to discuss. It is likely to have a higher charge or may unavailable.

About Kerbside/Door Drop Delivery

Please be advised that the free delivery service we use is a kerbside only service. You will be responsible for the handling of products onto your property and the disposal of any waste. Please contact us PRIOR to placing your order if you require assistance to move the goods from the kerbside into your house/garden, as this may require a different delivery service to what we would usually use, may result in a longer delivery time-frame and may incur further delivery charges.

The FREE* kerbside delivery service will be completed using one of the following methods, depending on the suitability of the products ordered and the delivery location:

  • Pallet couriers: the pallet couriers are not insured to bring the goods onto your property/ driveway. You will receive email confirmation & tracking information from us once your order has been collected, then within a few days the pallet courier will contact you directly to discuss a delivery day once it’s reached your local depot. Please be advised that pallets are usually transported in 18-tonne wagons.
  • Luton van couriers: this will either be a 1 or 2 man delivery team. We will contact you directly via text or email to book this in a few days in advance. You will receive a 3-4 hour time slot and the couriers will call 30 mins prior to delivery with a more precise time. You must reply to our text/ email to secure these delivery slots – we won’t attempt a delivery without your confirmation.
  • Small parcel couriers (usually DPD): you will receive a text directly from the courier to let you know what day and time your order will be delivered.

Please keep an eye out for telephone calls from unknown numbers trying to call you after you place your order, as it will likely be us or our couriers trying to contact you to discuss delivery.

Unsuitable Delivery Slots

Please be aware that the pallet couriers and small parcel couriers are separate companies to ourselves and any issues with delivery slots (for example, if you’re not able to take the offered delivery slot or if you’re unavailable on delivery day for any reason) must be discussed with the couriers directly. We are unable to change delivery slots from our end.

  • The Pallet Courier, McMurrays, will require your delivery address and delivery consignment number to assist with your delivery, which we will provide in the email we send you once the couriers collect the goods from us. If you require the pallet couriers to store your items for over a week, you may be charged £10 per week for storage. Please let us know if you need to delay the dispatch of your order to avoid these charges.
  • The Small Parcel Couriers (usually DPD) will text you with a 1-hour delivery slot. If this is not suitable, you can re-arrange directly with them through their website, using the consignment number provided in the text. We are unable to do this on our end.
  • Luton Van Couriers – if we have contacted you directly with a delivery slot and it is not suitable, you can let us know by replying to the text/ email or by calling us on 01200 444585.

Access

The pallet couriers use a medium-sized lorry (usually 18-tonne) to deliver furniture and our Luton Van couriers use a large van, so, please ensure that there is adequate access for the vehicle to reach your address. The general rule is that if a bin wagon can reach your address then our pallet courier should have no problems delivering to you. If you believe there might be access issues for the couriers to your address, please call us on 01200 444585 before placing your order to discuss. We will look into alternative delivery methods that best suit you.

Assembly

Goods will usually require light assembly once they arrive. There are instructions and tools provided inside the boxes to carry out the assembly. If you are unsure about assembly or unable to assemble the goods for any reason, we recommend contacting us before delivery to explore alternative delivery methods or, to contact someone who can assemble the goods competently for you.

White-Glove Assembly Service

The White Glove Assembly Service is our optional on-site assembly service. The service comes at an additional charge of £59.99. This service includes delivery of the goods to your address, placing them in a room of your choice, assembling the goods and recycling any packaging. You can enjoy the furniture straight away without any hassle!

White Glove Delivery Slots

Please be aware that selecting the white-glove service may alter the delivery time frame as this service depends on the availability of our couriers and available routes. We will always aim to schedule delivery within 10 working days of the order being placed but, there may be rare occasions where we are unable to meet this deadline. If we are struggling to meet the 10 working day target, we would always call to let you know.

Setting Up White Glove Delivery

The White Glove service is available to select at checkout. Once selected and paid, we will contact you directly to organise your delivery slot. This may take a few days while we organise the delivery routes, however we will contact you ASAP.

Orders going to AB, DD, FK, IV, KW, KY, PA, PH, PO30-PO41 postcode districts are exempt from the White Glove Delivery Service, despite them being available at checkout. Please do not select this option. If you would like to enquire about White Glove in these areas, please call us on 01200 444585 to discuss. It is likely to have a higher charge or may be unavailable.

White Glove Delivery: On The Day

We usually offer a delivery window of around 3-4 hours on the day of delivery and our couriers will always call you on the day when they are about half an hour away. Please ensure there is adequate access for our couriers on the day of delivery. Please also ensure any areas that our couriers will be assembling the furniture on has been fully cleared. This helps our couriers operate a more efficient service for you.

Furniture Removal

Our couriers are not permitted to move or remove any old furniture sets that you may have. They are only insured to deliver and assemble the furniture purchased through ourselves. If you would like any old furniture removed we recommend contacting your local charities. Many charities will collect your furniture for free and the act goes towards good causes. 

FAQs

Can I track my order?

We will contact you to keep you updated on the progress of your order via email or telephone but, please don’t hesitate to contact our delivery team on 01200 444585 for an update at any time.

Can I choose the time of delivery?

Delivery time slots are dependent on the method of delivery.

Our Pallet delivery couriers only offer full-day delivery slots (9am-6pm) unless otherwise specified by us.

The Small Parcel Couriers typically provide a 1 hour delivery slot, this will be sent by text directly from them.

We typically offer a 3-4-hour window for our Luton Van Couriers, including the White Glove Delivery Service. The time will depend on routing logistics. If you do have day/ time restrictions, we will do our best to work around them, however this is not always possible to achieve within the 10 working days. Please let us know ASAP if you have any restrictions. With the white-glove service, we will call you on the day half an hour before we arrive to confirm our exact time of arrival. We will always contact you in advance to organise your delivery slot and we will not show up unannounced without booking in with you first.

How long does delivery take after placing my order?

We aim to deliver all our in-stock items within 10 working days. A member of our delivery team will contact you to let you know the expected delivery date. This may take a few days as we will need to route and organise it with the couriers. Please be aware that all furniture ordered via the finance method cannot be delivered for 14 days, please call us on 01200 444585 for more information.

Do you deliver at weekends?

Our free delivery service does not include weekend deliveries. The white glove courier service is also unavailable for weekend deliveries as the couriers only operate Monday-Friday.

Important Information – Access, Failed Deliveries & Cancellations

It is your responsibility to ensure adequate access for the couriers. If the goods cannot fit into the property upon the first delivery attempt, the delivery will be failed.

If you have confirmed a delivery slot with us or the couriers, and are not at the delivery address when the couriers arrive (within the allocated delivery slot and without other arrangements being agreed) the delivery will be failed.

If, for any reason, you need to cancel a delivery slot for which you have already agreed, we require at least 48 hours’ notice. Without this, the delivery will be classed as failed.

In the event of a failed delivery, you will be charged a for any consequent deliveries, or alternatively you can collect the items from our warehouse once the courier returns them to us.

Orders Through Finance

Please be aware that any orders placed using the finance payment method cannot be delivered until 14 days after the purchase is made. If you would like more info please call us on 01200 444 488.

Unable To Deliver

We are currently unable to ship to the Channel Islands, Ireland and Northern Ireland – please contact us on 01200 444488 to discuss.

Delays

Please note that shipping times are approximate and we can in no way be held responsible for delays caused by unexpected or extreme circumstances (such as road closures, extreme weather conditions etc.) or by third parties (such as suppliers or couriers etc.) and are not responsible for any loss incurred as a consequence of these issues. We will try our absolute best to rectify any problems that may arise.

Further Questions

If there are any further questions you may have about delivery you can contact our home delivery team on 01200 444585 and a member of the team will be happy to assist you with any enquiries.

  

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