Dispatch v Delivery
On the product page for each item, you will see a dispatch estimate e.g. 'within 2-3 weeks'. Dispatch is when we send the product to our delivery partner, not the date it arrives to your door. Below you will find more information on the delivery process and how long after dispatch you should expect delivery.
The standard delivery charge is based on the subtotal of the item(s) in your basket before discounts and delivery pricing is applied to your order. Below you will see a breakdown of delivery costs:
|Order Subtotal||Delivery charge|
|£0 - £49.99||£3|
|£50 - £149.99||£6|
|£150 - £249.99||£15|
|£250 - £399.99||£25|
Small Items Under £50
Delivery will happen within 2 working days 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 the front door of your house/building but packaging will not be taken away by the carrier.
Small Items Over £50
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 it with a neighbour or send to a local depot for collection.
Please note: Delivery will be made to the front door of your house/building but packaging will not be taken away
Small Furniture (e.g. Armchairs, Desks, Coffee Tables, Small Ottomans)
Once our delivery partners have received your product(s), you will receive an email from them with a tracking link that will allow you to book in your most convenient delivery time slot and day. If no time slot is booked within 24 hours, they will give you a call to schedule this in.
Heavy Furniture (e.g. Extending Dining Tables, Wardrobes)
Our delivery partner will be in touch with you a couple of days before the delivery is due. They will propose a delivery date and time slot for you to confirm (or reschedule if it isn’t convenient). Delivery will be made to the room of your choice and packaging will be removed on your request, though 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 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.
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.
Unfortunately, if you have already placed your order and selected a standard weekday delivery, we are unable to change your order to a weekend delivery
Please Note: we charge extra per delivery for weekend services, so if you choose to get your items delivered separately, it will cost you more.
Delivery to Offshore or remote locations can take a bit longer, up to 14 working days but our delivery partners will be sure to keep you up to date with your delivery.
There are no additional delivery charges to offshore locations and no additional services available at this time either.
Where possible we will offer you the ability to group your order, so that all the items arrive on the same day. This is only possible:
- If all items can go with the same carrier
- If the difference in lead times isn’t too large
You will also have the option to not group your order and receive multiple deliveries as and when your products are ready to be dispatched, if, for example, you want one of the items delivered as soon as it becomes available.
*You’ll still only pay 1 standard delivery charge per order even if you want your products at different times.
Delivery Service Upgrades
As mentioned above, standard delivery is a fixed cost per order.
If you wish to upgrade to a premium service (e.g. Saturday delivery), we will charge you an upgrade option per delivery.
So if you have chosen to group your delivery and have 3 items in your order, you will only pay the upgrade once (saving you money).
If you have chosen to ungroup your order and have multiple deliveries, you will pay an upgrade cost per delivery - but you can choose which products you’d like the upgrade on.
Optional Extra Services:
We understand building furniture isn’t for everyone so for certain products we offer an assembly service. Eligible items will display the assembly option clearly on their product page and you will have the option to select this service at the checkout stage where the assembly cost will then be added to your basket.
Removal of old item(s) of furniture
For certain items our team will take away your old furniture which, if in good condition, will be passed on to charity. If your furniture has seen better days don’t worry – we’ll ensure it is safely recycled.
Items eligible for this service will display the furniture collection option clearly on their product page and you will have the option to select this service at the checkout stage where the collection cost will then be added to their basket.
The item we are collecting needs to be fully disassembled and packaged (including removal of legs on sofas).
We will only be able to offer a collection service of like for like item e.g. if you have purchased 1 sofa eligible for this service, we will only be able to collect 1 sofa in its place and no other type of furniture or additional furniture.
Can I track the progress of my order?
Yes, thanks to our clever live tracking system. Once you've placed an order, go to 'My orders' (you’ll be prompted to log in if you’re not already) 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.
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 , go to 'My orders' (you’ll be prompted to log in if you’re not already) to track your items, or get in touch with us and we'll give you the latest info.
What happens if I'm not in when my items are delivered?
We use different delivery services depending on the size of the parcel.
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.
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 haven't been able to track it down, just get in touch.