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Delivery Policy

COVID-19 UPDATE - 20/03/2020

Here at the Wooden Furniture Store, home and family is at the heart of everything that we do. At the moment our homes feel more important than ever and as a business, the health and wellbeing of our customers, our team and our partners is our top priority. We are closely monitoring the COVID-19 situation as it unfolds and are continuing to adapt, following the guidance issued by the government and health authorities to help keep everyone as safe as possible.

Our website is still open for business and we are working hard in challenging circumstances to support one another in the days, weeks and months ahead.

Whilst we are trying to minimise any impact to service levels, we have made some temporary changes. Over the past few days our delivery partner has been implementing protocols to ensure that driver and customer contact is as minimal as possible.

Temporarily, but with immediate effect, we can only carry out delivery to the ‘front door’ of properties, and our drivers will not be allowed past the customers threshold.

These limitations will remain in place until government guidelines on home delivery logistics are amended. During these uncertain times, we would like to take this opportunity to thank you for your continued support and we hope that you and your families are safe and well.

If “to the door” is not suitable for you and you're waiting for a delivery, then please get in touch for a full refund.

Please note our returns policy remains unaffected except that the customer will be responsible for ensuring that any return is provided in the original packaged and positioned by the front door ready for our delivery team to collect. We are sorry for any inconvenience to you but obviously these are very challenging times for us all.

If you’d like more information on this, or have any other questions then we’re just a click away - get in touch using our online chat service.

Update ends

 

Delivery Information

At the Wooden Furniture Store we like to keep things simple and that extends to our delivery policies too - basically, all orders of in stock items have free delivery within 5 to 7 working days*

There's no area surcharges or hidden fees - all orders will have free standard (one man) delivery to a ground floor room of your choice. For deliveries to a floor other than ground, for a small fee why not consider our two man delivery service?

Delivery Dates/Timed Slots:

Once your order is placed and the route planning is complete our couriers will offer you a three hour timed slot on the proposed delivery day. This will be sent via email, phone call or (preferably, if you leave your mobile as your chosen contact method), a text message. You can choose to accept or reject this date/slot. If you reject it, an alternative will be offered when it becomes available.

Once a delivery date is agreed:

If we've suggested a delivery date and time and you've agreed to it, then (although we realise it sounds a bit daft to say), it really helps the process if someone is at home at the specified time to let our friendly delivery drivers in, and to sign for the delivery. If for some reason our delivery team turns up and no-one is home, then the good news is we'll take the furniture back to the warehouse and re-arrange delivery for another time.

The bad news is we'll have to charge you for the return trip and second delivery attempt, and we don't really want that. A 'failed delivery' charge will be made regardless of whether the original order had free delivery or not. The actual amount charged depends on each order, so we can't say how much that will be here, but we'll work it out on a case-by-case basis.

Before You Buy:

We recommend that you check that your chosen furniture will fit through hallways and doorways into your home, and into the desired room. If your furniture is to be delivered by a two man service upstairs, measure the clearance height, especially if your staircase curves. If your home has a lift, measure the height and width of the doorway as well as the lift. As our furniture comes securely packaged please make sure there's a few extra centimeters of clearance all round. Please note if our drivers are unable to deliver due to access restrictions, we will consider this a failed delivery and there will be a charge raised.

On delivery day:

Make sure the route of the furniture from the delivery van is safe and clear, taking into account access to the back of the van. Remove anything from the walls of the access route that may be damaged, or that may restrict the delivery of your furniture. Put down protective material, i.e sheets on the floors if desired. Protect edges and corners of railings and doorways with bubble wrap. Clear space in the room for the new furniture. Pets should be shut in a separate room during the delivery. Please note that our drivers are not able to unbox your furniture or dispose of the packaging.

After delivery:

Keep the furniture packaging materials, as if you want to return any item it must be returned in the original packaging. Check the furniture is in perfect condition. If you have any concerns, contact us immediately. Please note, we do not remove or dispose of any packaging as part of our delivery service.

Range Exceptions:

Curve Office, Vienna and San Francisco Ranges

These ranges are available on an express delivery service. Once your order has been received the manufacturer (Jual) will contact you to arrange a suitable delivery date. Please note that deliveries are made to the front door only and are made between 9-5 on working days.

Rushbury Range:

Our Rushbury range is hand finished to order and will takes three weeks to be ready for delivery.

Hulstone, Searle and OBaby:

These ranges are delivered within 10 working days.

Split Deliveries:

For orders that have items in-stock and 'coming soon' ie) some of your furniture is ready to dispatch straight away, and some isn't - we will wait until the whole order is ready for dispatch, unless otherwise requested. If an order is to be split into multiple deliveries then an additional delivery charge of £30 per delivery will apply.

Delivery Exclusions:

Very annoyingly (for you and us), we can't currently deliver to Northern Ireland, the Republic of Ireland, Isle of Man, Channel Islands, Jersey, Guernsey the Highlands and some areas of Scotland. We'd really love to, but it just doesn't work out and we're sorry about that. Specifically, these postcodes are excluded:

  • BT, IM, JE, GY, HS, PO30-39, PO40-41, PA20, PA34-38, PA41-49, PA60-80, PH42-44, PH49-50, ZE, KA27-28