Delivery Information

Shipping, Assembly & Returns Policy

Welcome to our comprehensive fulfillment guide. Below, you will find everything you need to know about how your order is processed, delivered, assembled, and—if necessary—returned.

🚚 Shipping & Delivery Information

Delivery Timeframes & Scheduling

  • Working Days Only: All estimated delivery times quoted across our website are calculated in working days (Monday to Friday) and exclude weekends or bank holidays.
  • Order Processing: Orders placed on our website are securely processed the next working day.
  • Early Deliveries: We always aim to fulfill your order as swiftly as possible. If you prefer your delivery to take place after a specific date, simply reply to your automated order confirmation email with your request.
  • Tracking Notifications: We will contact you 1 to 2 working days before your scheduled delivery date to confirm your slot. On the day of delivery, our drivers will send a message or call you approximately 1 hour before arrival.
  • Delivery Windows: Our delivery routes run from approximately 6:00 AM to 8:00 PM to maximize geographic efficiency and maintain accurate schedules.

Shipping Rates & Regional Surcharges

  • Free Delivery Zones: We are proud to offer free standard delivery across most parts of England and select areas of Wales for products across our catalog. We achieve this by operating our own dedicated transport fleet and in-house drivers to pass the savings directly to you.
  • Extended Postcode Charges: Deliveries to Scotland and specific coastal or remote areas of Wales require an additional surcharge (typically starting at £50) to cover extended driver mileage, vehicle maintenance, and driver accommodation. Exact rates are dynamically calculated at checkout based on your postcode.
  • Lead Time Extensions: Coastal or remote postcodes—including but not limited to PL, TR, EX, LL, and Scotland—may experience an additional 1 to 2 weeks on top of standard website lead times due to route population schedules.
  • Excluded Zones: We do not deliver to Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight, or the Scottish Highlands.

📦 Access, Property Property, & Building Floors

Vehicle Access

Our furniture is transported in large delivery vans and heavy goods vehicles (HGVs). It is your absolute responsibility to ensure there is safe, legal, and unobstructed access for these vehicles to park at your property. Drivers reserve the right to refuse delivery if access is deemed unsafe or physically unreachable.

Internal Property Access

To ensure a smooth delivery and protect your home, please clear all pathways, corridors, and stairwells before our team arrives. This includes removing wall paintings, floor lamps, low-hanging light fixtures, or tight furniture pieces.

Ground Floor vs. Upper Floors

  • Standard Service: Our standard delivery service is a ground-floor-only, doorstep delivery (often fulfilled by a single driver or using professional pallet networks like XDP or PalletWays that deliver strictly to the curbside/doorstep).
  • Assistance Requirement: Because wardrobe components can be exceptionally heavy and long, you must be prepared to assist the driver with handling the boxes inside your premises if requested. Any movement of goods beyond the threshold or upstairs is at the absolute discretion and risk of the logistics staff.
  • Deliveries Above 1st Floor (Apartments/Flats): If your building features an operational lift capable of accommodating boxes up to 220cm in length, we can deliver to upper floors. Without an operational, full-sized lift, a carrying service up to the 1st floor can be arranged for a fixed fee of £20. For floors above the 1st floor without a suitable lift, you must arrange your own independent physical assistance to help our solo driver move the packages up to your flat.

🛠️ Furniture Assembly & Installation Services

Optional White-Glove Service

As standard, your furniture will be dropped off securely inside its original protective flat-pack packaging. We offer an optional, professional Installation & Assembly Service on select items which includes:

  1. Full assembly of your products by trained handlers.
  2. Perfect placement of the finished furniture piece within your room of choice.
  3. Note: Box fitting complexities vary; individual module assembly times range from 5 to 30 minutes.

Critical Assembly Terms & Failed Attempts

  • Order Discrepancies: You must thoroughly inspect all box labels to ensure your order is 100% correct before allowing assembly to begin. Because we utilize third-party logistics and assembly partners, we cannot accept liability or provide compensation for structural issues, errors, or incorrect variations once the flat-pack units have been built.
  • Failed Assembly Fees: If our assembly team cannot complete the installation due to an issue on your end (e.g., an un-cleared room, insufficient floor space, or structural room obstructions), you will be charged the full assembly service fee again to book a return trip. This fee is strictly non-refundable unless cancelled at least 48 hours in advance.
  • Old Furniture Disposal: We do not dismantle, move, or recycle your old furniture pieces due to insurance, labor costs, and staff hygiene protocols. Rooms must be completely clear and ready before our team arrives.

⚠️ Cancellations, Missed Deliveries, & Damaged Parts

Cancelling or Rescheduling Your Slot

If you need to change your agreed delivery date, you must provide a minimum of 24 hours’ notice in writing during our logistics office hours (Monday to Friday, 9:00 AM – 3:00 PM) via email, live chat, or your tracking portal link.

Failed Delivery & Short-Notice Cancellation Fees

If a delivery date is formally agreed upon but you are not present to receive the goods, or if you cancel/decline the route outside of our permitted notice windows (24 hours for England; 48 hours for Cornwall, Devon, Wales, and Scotland), we reserve the right to pass on the direct third-party courier redelivery and transit penalties.

These fees are applied per item/volume weight (e.g., missing a delivery for two wardrobes doubles the fee):

  • England: £35 – £75
  • Cornwall, Devon, & Wales: £75 – £100
  • Scotland: £100 – £150

If a delivery fails or is rejected, please allow an additional 7 to 14 working days to reschedule and reroute your items.

Reporting Damages & Missing Parts

In the rare event that a component arrives damaged, you must notify us within 48 hours of delivery. You must provide clear photographic evidence of the complete, unassembled part showing the defect before any assembly begins. Free replacement parts cannot be issued if the item has already been partially or fully built.

🔄 Returns & Refund Policy

Change of Mind Returns (14-Day Window)

We want you to love your purchase, but we understand plans change. You have the statutory right to cancel your order for up to 14 days after booking and return your items up to 14 days after physical receipt.

  • Condition for Return: Items must be completely unused, unassembled, and securely packed inside their original protective packaging. If an item has been assembled, it must be carefully dismantled and placed back into its original boxes and wraps exactly as sold. We cannot accept used or unboxed goods back into our warehouse.
  • Exclusions: Bespoke or custom-manufactured furniture lines cannot be cancelled or returned due to their personalized nature.
  • No Selection Buying: Please do not purchase multiple styles simultaneously with the intention of keeping only one and returning the rest; our logistical frameworks do not support exploratory selection shipping.

Return Freight Costs

While we do our best to absorb outbound freight costs, the buyer is fully responsible for the direct transport costs of returning heavy furniture.

  • Large Items (Wardrobes): Minimum return freight cost of £49, scaling up based on weight, volume, and composition sets.
  • Maximum Return Cap: We will never charge more than £150 for a single return request sequence.

Pre-Order Variations

We occasionally offer promotional pre-orders on upcoming arrivals to secure the best possible factory-direct pricing for our clients. While we provide targeted entry estimates, external ocean freight and customs frameworks can occasionally extend these timelines. Pre-order promotions are running at their absolute floor price and are excluded from additional voucher codes or site-wide discounts.

Processing Your Refund

Once your return collection is completed, the items will be returned to our central hub for a strict compliance check by our quality assurance technicians to confirm the original packaging and items are completely pristine.

  • Timeline: Refunds are authorized within 7 to 14 days of our warehouse receiving the goods.
  • Stripe (Credit/Debit Cards): Funds typically settle back into your originating account within 3 to 5 business days of release.
  • PayPal: Balanced funds generally settle within 1 to 2 business days of release.
  • Finance Partners: Settlement periods vary based on your third-party lender’s legal underwriting terms.

Third-Party Liability Waiver

As the majority of our national fulfillment networks and assembly options are operated by expert third-party logistics firms, we cannot accept direct liability or offer financial compensation for unforeseen operational disruptions, traffic delays, vehicle breakdowns, or severe weather conditions. We highly recommend booking any independent third-party tradespeople or carpet fitters only after your physical goods have successfully arrived and been unboxed.

Your statutory rights are fully preserved and are not affected by any provisions outlined within these operational policies.