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FAQs

General Delivery Questions

In stock items: How long will my delivery take?

For the vast majority of orders of in-stock items, delivery is usually within 5 to 7 working days, although some ranges will be quicker. We provide you with a link to track your delivery - please log into your account and have a note of your order number and delivery postcode.

Pre-Ordered Items: Some of my items were pre-orders

Some pre-ordered items may take around 8 to 10 weeks to arrive into the warehouse but all expected delivery dates are clearly shown on each product page on the website. Your order confirmation email should also have an estimated delivery date for your item and we’ll keep you updated if there any changes.

Can I choose my delivery date?

Sorry, not at this time. Instead our teams plan the delivery routes and then contact you with the proposed date, which you can accept or decline. If you decline, then our team will re-plan and offer another date, until you have a delivery slot that is suitable.

FREE Standard delivery

All purchases come with our FREE standard delivery service. This is a one-man ground floor only service and all our furniture can be delivered using this service, regardless of the size or weight of the item.

Two man delivery

For non-ground floor deliveries or properties with difficult access (eg tight corners, up/down stairs/steps etc), you will require our two man delivery service. There is a charge for this service which must be purchased ahead of delivery. If you are unsure if your delivery requires the two man service or not, please contact us to discuss.

Before ordering it is important to consider if your delivery requires the two man service or not, as there are charges for failed deliveries and/or re-delivery charges if a one man service cannot complete the delivery as planned.

Can I change to two man delivery?

Yes, as long as your order hasn’t shipped. Contact us to arrange two man delivery, and please note there is a charge for this service.

COVID policy

Our delivery teams are COVID secure, wearing the appropriate PPE and maintaining social distancing at all times.

Based on Government advice, we might be required to operate a ‘to the door only’ delivery policy and may suspend our two man services. If you think you would struggle to move the items inside your property, then please contact us before delivery to postpone until a later date when our teams are permitted to enter your property.

Will all my items arrive at the same time/split deliveries?

For the vast majority of orders, all items will be delivered together by one courier. If an item from your order is pre-ordered, then we’ll deliver all items together once they have all arrived in the warehouse. If you would like items delivered separately, there is a £30 charge per item per delivery. Please let us know and we’ll arrange a link for you to pay on the website and arrange a split delivery on your order.

Access to/inside the property

It is very important that access to your property is clear and our delivery team is able to transport your furniture safely into your home. This means clearing any obstructions in advance of delivery, as well as taking any measurements necessary to ensure there’s enough space for your item to be delivered (eg tight corners/narrow entrances etc).

If you think access may be restricted or tight then please contact us to discuss or upgrade your delivery to the two man service who are better equipped to manage tight spaces/corners etc.

Parking/access restrictions outside my property

Please advise us of any difficult driving conditions (eg a narrow bridge/no parking at the property) by contacting us or adding a note to your order. Our delivery fleet of Bedford Vans are small enough to navigate most road conditions.

Can I leave instructions on my order?

Yes. When you place your order, there is the option to add some delivery comments as part of the checkout process. Alternatively, if you create an account with us, you can leave additional notes there. Finally, you can always email (at [email protected]) or let us know via the LiveChat window on every page.

Tracking my order

You can see the progress of your order by logging into your account (if you chose to create one during your purchase). There are five different order statuses:

Awaiting fulfilment or for Klarna orders, Awaiting payment:
We’ve received your order and our delivery partners are busy planning delivery routes. Once that’s done we (or our delivery partners) will be in touch to confirm the proposed delivery date with you. This may take a few working days (and pre-ordered items will be subject to longer lead times), so if you ordered but haven’t heard anything immediately then we’re still planning, please bear with us.

Awaiting shipping:
A delivery date has been confirmed with you and we will be loading your furniture onto one of our specialist delivery vehicles.

Shipped:
The item has left the warehouse for delivery and should be with you at the agreed delivery date/time. Please note this can be up to 48 hours before the agreed delivery date/time.
Once an order is shipped, it can no longer be cancelled without incurring delivery charges

Completed:
Once 14 days has passed from the successful delivery date, we’ll flag the order as complete. Once this happens the item cannot be returned and the order is considered closed.

Additionally we will provide you with real time courier tracking information once that is available. You will see this in your account.

Why has my delivery date changed?

If your delivery date has moved, this is usually because of issues outside our control, such as the weather affecting ships docking at port. We appreciate your patience and we will keep you updated with the progress of your order.

Can I change my delivery date?

Yes, as long as you let us know before your order status is ‘shipped’. Once the status is shipped, the item is on a vehicle and cannot be cancelled. Please note that missed delivery will incur a re-delivery charge (see below)

Missed delivery & redelivery charges

If you agree to a proposed delivery day/slot, but then you (or a nominated person) is not present at the designated time to receive and sign for the delivery then this will be classified as a failed delivery.

Your furniture will be taken back to the warehouse and an alternative delivery date will be planned and offered but a re-delivery charge will be applied. This must be purchased before a second delivery is attempted. Although we offer free delivery with purchase, this only applies to the first delivery attempt.

If an order with a failed delivery is subsequently cancelled (by either party) then the item will be refunded minus the delivery charge.

Do you remove packaging?

We don’t remove any packing materials (and actually recommend you keep it as it is a requirement for returning any unwanted items).

Will you remove my old furniture?

We can’t take away any old furniture, sorry

Delivery outside of mainland UK

We don’t deliver to locations outside mainland UK or to Northern Ireland

What should I do if my delivery doesn't arrive?

In the unlikely event your delivery does not arrive within the allotted time slot then please contact us. We’ll get an update and recommend the best course of action.

My contact details have changed since I ordered, how do I update them?

Either by logging into your account, or by emailing the new details to [email protected]

Delivery Day and Returns Checklist

For orders including these ranges:

  • Coastal Chic
  • La Roque
  • Shiro Walnut
  • Mobel Oak
  • Mayan Walnut
  • Roscoe
  • Signature Grey Painted
  • Urban Chic
  • Urban Elegance
  • Nine Schools
  • Rushbury
  • Hulstone

On the day before delivery please log onto your account and recheck your delivery date and 3 hour delivery window. On the day of delivery, our driver will call you 30 minutes before delivery to let you know we’re on our way.

On the day of delivery:

  • Make sure that the route of the furniture from the delivery van is safe and clear, taking into account access from the back of the van
  • Remove anything from the walls of the access route that may be damaged, or may restrict the delivery of your furniture order
  • Put down protective material on the floor if you wish and protect corners, railings and doorways with some bubble wrap
  • Clear space in the room for the new furniture (and we’d recommend that pets are shut in a separate room too)

After delivery, keep your furniture packaging and check that the furniture is in perfect condition. If you have any concerns please contact us immediately on 020 7617 7596 or use this form (link here)

For orders with items from these ranges:

  • NuHolme Office
  • Curve
  • San Francisco
  • Vienna
  • Manhattan
  • Universal

Once your order has been placed, we’ll confirm a delivery day with you and on the day before delivery, we’ll add a delivery tracking number to your account. This will mean that you can get a more accurate delivery time for your order.

Delivery of your furniture will be made by one of our professional delivery partners to the outer entrance to the ground floor of your property.