Delivery / Returns and Cancellations
In support of our efforts to keep everyone safe and healthy, our carriers are now providing contactless deliveries.
We anticipate shipping and delivery times might take longer than usual due to COVID-19 & Cross border shipment delays. If you are experiencing a delay with your order, we would ask that you continue to monitor your tracking for further updates.
Your items will be delivered by carriers to the entrance door of your property, or to the front door of your apartment building. Upon dispatch, we will email you with detailed delivery instructions and an estimated delivery date. We will also provide a tracking number so that you can track your parcel(s). In addition, the carrier will contact you via email and/or text message with further instructions and the time window for delivery.
Upon our driver’s arrival, please confirm that you are the recipient. We’ll take a picture of the item at your door as proof of delivery. As we won’t be able to bring the item into your home, we recommend that you ask a friend or relative to help.
When Will My Order Arrive?
With recent measures in place due to COVID-19 and Cross Border Shipment Delays, we may experience longer delivery times than normal.
A delivery estimate is available for all our items on the product page: you can check it before placing an order.
Once you have placed your order, you can visit My Orders to see the estimated delivery date for each of your items. When each item on your order has been dispatched, we will send you an email with a tracking number to track your parcel(s), as well as update you with a more accurate delivery date.
From there, you can click ‘Track Parcel’ in My Orders to get the most recent updates on the status of the delivery for your item(s).
My Delivery Is Delayed
For your safety, our carriers are currently providing contactless deliveries. We anticipate shipping and delivery times might take longer than usual due to COVID-19 & Cross Border Shipment Delays. If you are experiencing a delay with your order, we would ask that you continue to monitor your tracking for further updates.
Please note your most up-to-date delivery estimate(s) can be found in My Orders
Delay Between Carrier Scans
It is common to see delays between scans while your item is in transit. Rest assured that we will do our best to have your order delivered to you by the estimated delivery date. If over 2 business days have passed since your estimated delivery date and there are no further scans to advise of an upcoming delivery attempt, please contact us so that we can check the status of your order with our carrier.
I Have Not Received All Of My Delivery
If your item ships in multiple boxes, in some rare instances delivery of single boxes may take place on separate days.
If you have not received your full delivery as expected:
Open the parcel(s) you have received to confirm everything was not dispatched in the parcel(s) received
Check 'Track My Parcel by visiting My Orders for the latest status on your item - the rest of your item may still be on the way to you, and a second delivery may take place within the following 1-2 business days.
If the tracking does not provide you with an update on delivery, please contact us so that we can get your item(s) to you as soon as possible.
If you are missing parts of your item such as hardware packs, please contact us @ email@example.com
How Will My Order be Delivered?
We are committed to providing a fast, safe, and reliable delivery service for all of our items. We will select the appropriate delivery method and carrier suited to each item on our website. It is currently not possible to choose a carrier for delivery. Deliveries are typically made Monday through Friday.
Our deliveries are divided into 3 methods: Small, medium, Large Doorstep You can find the chosen delivery method for each item at the bottom of its product page in the Delivery & Return tab, in your order confirmation email, and in My Orders in your My Account by clicking on the 'View/Edit Details' button next to each item.
Small Parcel Delivery
Upon dispatch, we will email you the estimated day of delivery and tracking number.
Parcels will be delivered to your door/front door of your apartment building. You are not required to be home to accept the delivery. Your item(s) will be delivered as long as the delivery team determines the area is secure. In the event you are not in, the carrier may leave your item in a safe place, with a neighbour or at a local collection point; they may also leave a calling card to let you know where the parcel has been left.
Medium, Large, XL, XXL Doorstep
Upon dispatch, we will notify you via email with the estimated day of delivery and tracking number.
In addition, the evening before or morning of delivery, the carrier will contact you via email and/or text message with further delivery instructions and the time window for delivery.
Parcels will be delivered to your door/front door of your apartment building.
Some deliveries will require to be delivered on a pallet.
Deliveries to the Republic of Ireland are subject to an additional surcharge. Full details below:
Extra Small Delivery: £4.99 per item
Small Delivery: £9.99 per item
Large Delivery: £29.00 per item
XL Delivery: £69.00 per item
XXL Delivery: £99.00 per item
Unfortunately, we are currently unable to ship to postcodes within the Channel Islands or the Isle of Man. Furthermore, due to network requirements, in limited situations, we are unable to deliver certain products, including but not limited to some large items (e.g. sheds and jacuzzis), to a number of postcodes in the UK. This exclusion applies regardless of the quantity. All delivery limitations are clearly marked in the shopping basket and throughout checkout.
What happens if I change my mind?
No problem. If you’ve shopped online, just call our Internet Team on 0191 4554213 before delivery takes place or within 14 days of receiving your order. Please bear in mind there’s a charge of up to £159 for this service.
For accessories please ensure they are returned boxed in their original packaging. Contact our internet team to return rugs or accessories via our courier service (collection charges apply) or in-store. Please note a restocking fee of £100 is applied for returned rugs larger than 170x240cm in addition to any collection charges.
Alternatively, you can drop accessories and rugs off at one of our collection points and we’ll take it from there. All we ask is that whatever you return is in the same condition you received it.
It’s a little different for in-store orders so be sure to check with your local branch about cancellation and returns. Get in touch with your local showroom team who’ll be happy to help.
What if the goods are faulty or damaged?
We do everything we can to make sure your order reaches you in pristine condition. If, however, it should arrive damaged or not working, then please let our Customer Services Team know right away on 0191 4554213. Please remember that if you’ve requested delivery outside the UK, then we can’t be held responsible for any damage that occurs during third-party shipping.
Can I return a mattress?
If the mattress is unused, then no worries. If, however, the mattress is out of its packing or used, for hygiene reasons we can’t accept a return in this instance.
How about self-assembly furniture?
If you change your mind before you start assembling your furniture, then you can arrange returns in the usual way. As long as everything is undamaged and in its original packaging, you’re good to go. If you’ve assembled or part assembled your furniture, then unfortunately we’re unable to accept it as a return. That’s because any assembly process prevents us from being able to re-sell the furniture to another customer.
What should I do if I have a complaint?
The first thing to do is get in touch with our Customer Services Team on 0191 4554213, who’ll do everything they can to sort out the problem. Should you need to go further, then you can go to the Furniture Ombudsman, an independent organisation approved by the government to settle any disputes. As fully registered members, we follow their code of practice, which provides customers with extra protection should things go wrong. You can get in touch at www.thefurnitureombudsman.org or on 0333 241 3209.