Delivery Policy

We Are Open For Business

We are open for business as usual and able to 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

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.

Charges and Exemptions

Delivery of furniture is free to mainland UK addresses (except for AB, DD, FK, IV, KW, KY, PA, PH, PO30-PO41 postcode districts) on orders over £250. Order values less than £250 will have delivery charged at £9.95 and the delivery time frame is approximately 7-10 working days. Orders going to the above postcode districts will have carriage charged at £59.99.

About Kerbside Delivery

Please be advised that the free delivery service we use is a kerbside only pallet delivery and the pallet couriers are not insured to bring the goods onto your property/driveway. The pallet courier will contact you directly to discuss the delivery slot once they receive the goods into their delivery depot and you will receive an email from us to let you know the furniture has been collected from our warehouse by the courier. The courier will then call you to arrange a delivery slot once the goods reach your local delivery depot (typically 2-3 working days after collection from our warehouse). Please keep an eye out for telephone calls from unknown numbers trying to call you after you receive the dispatch email from us as it will likely be the couriers trying to contact you to discuss delivery.

Delivery Slots
Couriers

Please be aware that the pallet couriers are a separate company to ourselves and any issues with delivery slots (not being 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 EFS can be reached on 01282 415 454. They 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.

Access

The pallet couriers use a medium-sized lorry to deliver furniture 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 444 488 before placing your order to discuss. We will look into alternative delivery methods that best suit you.

Assembly

Goods delivered on pallets 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 £99. This service includes delivery of the goods to your address, assembling the sets and disposing of 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 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 day target, we would always call to let you know.

Setting Up White Glove Delivery

If the white-glove service is selected, we will contact you directly to organise your delivery slot. If you would like to go for the white-glove service, please call 01200 444488 to discuss. We will need to enter the delivery information manually onto our system. We may ask for any delivery notes and instructions for the drivers.

White Glove Delivery: On The Day

We usually offer a delivery window of around 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 insure 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?

Our Pallet delivery couriers only offer full-day delivery slots (9am-6pm) unless otherwise specified by us. We typically offer a 4-hour window for our white glove delivery service. 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. With white-glove service, 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. 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

It is Your responsibility to ensure adequate access for the carriers. If the goods cannot fit into the property upon the first delivery attempt, you will be charged for any consequent deliveries. Alternatively, you can collect the items from our warehouse once the courier returns them to us after a failed delivery.

Notice

We also require any notice of delivery slot cancellations at least 48 hours in advance. Failure to do so will result in us charging you a redelivery fee for new delivery date.

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

We cannot be held accountable for any delays with courier companies as they are external to ourselves. 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.