Delivery

DISPATCH VS. DELIVERY

On the product page for each item, you'll see a dispatch estimate. E.g. 2-3 weeks. Dispatch is when we send the product to our delivery partner. Below you’ll find more information on the delivery process and how long after dispatch, you should expect delivery.


DELIVERY CHARGES AND SERVICES

You’ll be charged for each product, so if you’re ordering more than one, the total delivery cost will be added up and shown at checkout. We cap our delivery costs - so no matter how much you order, it’ll never be more than £39.95.
We base our delivery prices on the size and weight of what you're buying - here’s a full breakdown:

Bed linen and bath towels - free
Small items under £50 - £3.95

Delivery will happen within 24 hours of dispatch. On the day of delivery you will get an SMS text message and email letting you know that delivery will take place between 9:00 and 17:00. If you are not there to take delivery, a card will be left and you will be able to collect the product(s) from your local post office at your convenience
Please note: Delivery will be made to your door and packaging will not be taken away

Small items over £50 - £5.95

Delivery will happen within 24 hours of dispatch. You will be sent a text message and email the evening before the delivery day letting you know that delivery will happen the next day. On the morning of delivery, our delivery partner will send you a text message (to the phone number you gave with your order), to let you know your 1 hour delivery slot. You will have the option to reschedule delivery to a different date, leave with a neighbour or to send to a local depot for collection.
Please note: Delivery will be made to your door and packaging will not be taken away

Mid-sized items (eg coffee tables, small ottomans) - £14.95

Delivery will happen within 48 hours of dispatch. You will be sent a text message on the morning of delivery outlining that delivery is due to take place that day. You will receive a further text message when the delivery will be within 90 minutes.
Please note: Delivery will be made to your door and packaging will not be taken away

Small furniture (eg armchairs, desks) - £29.95
Heavy furniture (eg sofas, beds) - £39.95

Our delivery partner will call you within 48 hours of dispatch. They'll propose a delivery date and time frame, you can let them know if its not convenient and reschedule. *Deliveries above the third floor are dependent on access to a lift. Our delivery partner can only deliver items up to the third floor which are 75KG’s or less if no lift is available. Please remember that it's your responsibility to check that the items will fit through doors and staircases in their packaging before you place your order.
Please note: Delivery will be made to the room of your choice* and packaging will be removed on your request.

Weekend delivery: Delivery usually happens during weekdays, though some carriers do offer a Saturday or Sunday delivery option. Where applicable, you can opt for this at checkout.
Please note: Once you've placed your order, we can't change your delivery option to a Saturday or Sunday.



Can I track the progress of my order?

Yes, thanks to our clever live tracking system. Once you've placed an order, just log in and go to 'My orders' where you'll see all the products you've bought. Select an item and we'll take you to a tracking page that'll tell you exactly where it is.

If I order several items, will they be delivered at the same time?

It depends. Our furniture is made by a number of different manufacturers, so items can arrive at our distribution centre at different times. That's why we have to charge delivery for each item, rather than each order.

Can I change my delivery address?

Of course! Just contact us and we'll update your details. You can do this at any time up until 24 hours before we dispatch your item(s) for delivery from our UK distribution centre. If your items have already been dispatched, changing your delivery address isn't usually possible, and you may be charged for arranging redelivery.

How can I contact the delivery company?

We work with several delivery companies, and there's no point contacting them until we've dispatched your item to them, at which point we'll be able to give you more specific details. They'll contact you directly when this happens too, so don't worry. We'll update you at every stage of the delivery process until then, but if you have any questions, do get in touch with us.

It's been longer than the estimated lead time and I still haven't received my order, what should I do?

Firstly, we'd like to apologise. We work hard with our manufacturers to reduce lead times and avoid delays, which we let you know about as and when they arise. If you've been waiting longer than you should have and you haven't heard from us , please log in and go to 'My orders' to track your items, or get in touch with us and we'll give you the latest info.

What happens if I'm not there when my items are delivered?

We use different delivery services depending on the size of the parcel.

Small/medium parcels: If you're not there when they try to deliver, our delivery partner will leave a card with your unique parcel reference number so you can arrange redelivery.

Large parcels: Our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it's not convenient. If you're not at home at the agreed time, your item will be returned to their warehouse. We might be able to arrange re-delivery but this might incur an extra delivery cost at the rate originally paid.

*In all cases we'd advise you try and be in on the original delivery date, so your items don't stay too long in transit and you can enjoy them as quickly as possible. Please contact us should you need help arranging redelivery.*

I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or they may have left your delivery with a friendly neighbour. Don't worry, we're here to help. If you still havent been able to track it down, just get in touch.

WHAT SHOULD I DO WITH MY OLD FURNITURE?

We’ve teamed up with the British Heart Foundation to offer a free furniture collection service for our customers so that you can donate your unwanted furniture and support a great cause. Click here for more information.