Furniture Delivery Policy

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Last updated: 15 July 2026

This policy serves as a customer-friendly summary of our delivery and returns, as well as customer warranty information. It complements, but does not replace, the Website Terms and Conditions of Sale. In case of any inconsistency, the Terms and Conditions of Sale will take precedence.

1. Collection is the normal arrangement

1.1 Customer collection is our standard arrangement unless a delivery option has been expressly agreed upon in advance.

1.2 If you choose to collect Goods, you are responsible for providing a suitable vehicle, protective materials, and sufficient assistance to load and transport the Goods safely.

1.3 Once Goods are collected by you or your nominated carrier, you assume responsibility for transporting and storing them securely.

2. Delivery by prior arrangement only

2.1 Delivery is only available when agreed upon in advance with us.

2.2 Delivery must be confirmed before the manufacture, ordering, preparation from stock, or dispatch if it is required.

2.3 Delivery costs are quoted separately on a case-by-case basis. Factors such as location, size, weight, access, parking, delivery method, staffing, timing, and third-party courier charges may influence the pricing.

2.4 Note that delivery dates and lead times are estimates unless we confirm otherwise in writing.

3. Before delivery or collection

3.1 Please verify all measurements and access routes before placing an order. This includes doorways, corridors, staircases, lifts, ceiling heights, turning space, parking restrictions, and room dimensions.

3.2 Inform us about any potential access issues before arranging delivery. This could involve stairs, narrow roads, restricted parking, apartment access, fragile flooring, time limits, gated entry, or building-management rules.

3.3 If delivery cannot be completed due to access complications or unavailability of personnel, we may impose reasonable charges for failed delivery, redelivery, and storage.

4. Checking Goods on delivery or collection

4.1 Inspect Goods as soon as possible upon delivery or collection.

4.2 Should delivered Goods exhibit visible transit damage, missing items, or other evident delivery issues, report this within 48 hours where reasonably possible, and provide relevant photographs of the Goods, packaging, and the issue.

4.3 The 48-hour reporting window facilitates our investigation of courier and delivery problems and does not eliminate statutory rights if Goods are found faulty or not as described.

5. Change-of-mind returns

5.1 Change-of-mind rights are contingent on how the Goods were purchased and whether they are classified as Standard Goods or Bespoke Goods.

5.2 For Standard Goods purchased online, by telephone, or via email without prior inspection, you may have a statutory 14-day cancellation right post-delivery unless exceptions apply.

5.3 If Goods were purchased in-store after inspection, there is typically no automatic change-of-mind return right unless we concur otherwise.

5.4 Bespoke Goods, made-to-order items, personalized Goods, and those supplied to your specifications usually cannot be returned for change of mind, where permitted by law.

5.5 Unless a statutory cancellation right is applicable, cancellations are not accepted unless agreed by us prior to delivery or pickup and before the start of manufacture, ordering, preparation from stock, or other work.

6. Returns where the customer collected the Goods

6.1 Goods cannot be returned without our prior agreement. If you collected the Goods and a return is agreed upon or mandated by law, you bear the responsibility to return the Goods to us safely, adhering to the agreed return arrangements unless we state otherwise or law dictates differently.

6.2 You should appropriately package and protect the Goods for return transport. You are liable for any damage sustained during return transport arranged by you, subject to applicable statutory rights.

7. Returns where we delivered the Goods

7.1 If Goods were delivered by us or on our behalf, any return or collection arrangements must first be sanctioned by us. If a return is approved, we may organize collection where feasible. Collection costs may apply unless the Goods are faulty or the law obliges us to cover the expense.

7.2 Large furniture must be safeguarded for return and made safely accessible for collection. You must ensure adequate access for collection.

8. Refunds and inspection of returned Goods

8.1 All returned Goods will undergo inspection by us after receipt. Subject to your statutory rights, refunds will be processed only after the inspection is complete and the condition of the returned Goods has been evaluated.

8.2 If returned Goods are found to be used, damaged, marked, altered, improperly handled, incompletely returned, or have experienced a loss in value beyond reasonable inspection needs, we may apply a reasonable deduction from the refund or impose an appropriate charge where permitted by law to account for repair, cleaning, replacement of missing items, or other reasonable costs.

8.3 We will inform you of any deductions or charges, stating the amount and rationale. Any remaining refund will usually be credited to the original payment method unless we agree otherwise.

8.4 We may withhold a refund until Goods are returned or evidence of return is furnished, where permitted by law.

8.5 Delivery charges will only be reimbursed where mandated by law or formally agreed upon by us.

9. Faulty Goods

9.1 If Goods are faulty, not as described, not satisfactory in quality, or unsuitable for the purpose conveyed and accepted, please contact us immediately with your order details, a description of the issue, and photographs if applicable.

9.2 We may need to inspect the Goods. Depending on the situation and legal requirements, we may provide repair, replacement, refund, price reduction, or another appropriate solution.

9.3 Natural variations in wood, leather, fabric, stone, and other materials are generally not considered faults. Normal wear and tear, accidental damage, misuse, incorrect cleaning, failure to adhere to care instructions, and damage caused by third parties are not categorized as faults attributable to us.

10. 3-month warranty summary

10.1 Unless otherwise specified for a particular product, we offer a 3-month commercial warranty against defects in materials and workmanship for normal domestic use.

10.2 The warranty does not encompass wear and tear, accidental damage, misuse, neglect, inappropriate environment, fading from sunlight, heat or water damage, pet damage, commercial use for Goods intended for domestic use, or unauthorized repairs or alterations.

10.3 This warranty is in addition to your statutory rights and does not limit them.

11. How to contact us about delivery, returns, or warranty

11.1 Contact us using the details in the Company Details section under the Terms and Conditions. Please provide your name, order number, contact information, details of the Goods, photographs where relevant, and a clear description of the situation.