Deliveries & Returns
DELIVERY & RETURNS
For any enquiries regarding the products or your order please email us at firstname.lastname@example.org or contact us at the store on 020 3487 0980 (opening hours Tuesday to Saturday from 11am-6pm and Sunday 11am-5pm)
For non-furniture items which we carry in stock you should receive your order within 3-5 working days, depending on where you are located in the UK.
In the unlikely event that your order hasn't arrived within the period of time as stated at the point of order please contact email@example.com including your name and order number and we will investigate immediately.
Because most of our furniture and lighting pieces come in a variety of choices and are made to order, they are usually not held in stock and we will order them specifically for you in the material / fabric / size /colour / finish you've specified at point of order. Delivery times can vary depending on the product and manufacturer, but you can find the relevant delivery time either stated on the product page of the website, or on our order confirmation. Once orders have been received and checked at our store we will arrange final delivery with our delivery partner at your convenience taking into account any regional schedules.
Before placing an order for large furniture items, please check the dimensions at the delivery address for access -including doors, corridors and stairs- as well as the area of intended use, to ensure that the product is the right size for your needs, and to enable us to deliver your order successfully. In some instances our delivery company can provide an access check at an additional charge if required. Items that fail to fit into your property at point of delivery are your responsibility as we have no control over this. Any specialist delivery arrangements required such as hoists or dismantling items to component form and re-assembly would need to be by quotation and at additional cost.
London furniture deliveries by van include installation, i.e. unpacking and assembling the goods. This does not include electrical installation or fitting to walls or ceilings. Some smaller furniture items may be delivered by UPS or an alternative courier delivery service. We will always contact you before arranging delivery to advise of this. In this instance unpacking and assembly is not possible.
At the moment we can only process furniture deliveries for online orders within London. For Mainland UK, Highlands and Islands or outside the UK please contact us by email at firstname.lastname@example.org or on 020 34870980 Tuesday to Saturday 11am-6pm & Sunday 11am-5pm.
Delivery charge for London:
Since September 2015 and until further notice the delivery charges within London are:
£80 for a large furniture piece
£30- £50 for a small furniture piece
Accessories, Small Objects and Lamps Deliveries
Deliveries for accessories, small objects, small furniture and lamps are carried out by courier (Royal Mail / UPS / DPD), Monday to Friday and with a tracked service. We will be contacting you to advise of the tracking number for your order.
Delivery charge for the UK is:
Since September 2015 and until further notice the delivery charge within the UK is generally:
Small to Medium parcel £8.00 - £10
Large parcel £25.00
If you order multiple parcel, small or medium items you are charged a single £10.00 shipping cost for all. Where the delivery charge is £25.00 -large parcel- you are charged £25.00 for the first item and £8.00 for each additional item.
For deliveries outside the UK please ask us for a quotation by email at email@example.com or on 020 34870980 Tuesday to Saturday 11am-6pm & Sunday 11am-5pm.
Return of Products, Refunds
Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange products within 14 working days of delivery, with the only exception of made to order products -meaning items ordered based on your specifications regarding material, fabric, size, colour, finish.
We cannot refund or exchange made to order products. Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available products are often made to order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made to order if it is non returnable on the sales order. You have 7 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made to order items are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.
Returns are at customers' own expenses. We advise you use an insured, signed for service.
All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.
Damaged, Faulty Items
We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact firstname.lastname@example.org as soon as possible so that we can resolve it for you promptly.