The web department processes orders Monday to Friday between 9.30 and 6pm. You can contact our web department on 020 7837 1900 during these hours. At the weekend please contact the shop on 020 7288 1996 for help with products, alternatively you can email at email@example.com for any web order enquiries.
For items we carry in stock you should receive your order within 3-5 working days, depending on where you are based in the UK.
Due to the wide choice and bespoke nature of our furniture and lighting items, most are not held in stock and we will order specifically for you in the finish, size, or colour you've specified at point of order. These items will be custom made as per your specifications. Delivery time varies by product and manufacturer, but you will always find the relevant delivery time stated on the product page of the website and on our order confirmation. Once orders have been received and checked at our warehouse we will arrange final delivery with our delivery partner at your convenience taking into account any regional schedules.
In the unlikely event that your order hasn't arrived within the period of time as stated at the point of order please contact firstname.lastname@example.org quoting your name and order number and we will investigate immediately.
Please check the dimensions at the delivery address for access (including doors, corridors and stairs), as well as the area of intended use, before you order to ensure that the product is the right size for your needs, and to enable us to deliver your order successfully. In some instances our delivery company can provide an access check at an additional charge if required. Goods that fail to fit into your property at point of delivery are your responsibility as we have no control over this. Any specialist delivery arrangements required such as hoists or dismantling items to component form and re-assembly would need to be by quotation and at additional cost.
London furniture deliveries by van include installation, i.e. unpacking and assembling the goods. This does not include electrical installation or fitting to walls or ceilings. Some smaller furniture items may be delivered by UPS or an alternative courier delivery service. We will always contact you before arranging delivery to advise of this. In this instance unpacking and assembly is not possible.
Mainland UK furniture deliveries are to the front door only unless by arrangement.
Highlands and Islands deliveries are not included in the Mainland UK charges or free delivery offer and may be charged at an additional fee so please check prior to ordering.
Web Standard Mainland UK charges
Small box £5.95 45x45x45cm
Medium box £9.95 55x55x30cm
Large box £24.95 80x80x90cm
If multiple envelope, small or medium items are ordered items are ordered you are charged a flat rate of £9.95 to ship all.
Where the delivery charge is £24.95 (large box) you are charged £24.95 for the first item and £5.95 for each additional item. We use UPS to deliver accessories, small items of furniture and lighting. Delivery is Monday to Friday and is a tracked service. We will always contact you to advise of your tracking number.
Outsize furniture and lighting deliveries to Mainland UK under £1500
London - two man installation
Outside London - to the front door
We use specialist furniture delivery companies who are experts in handling furniture to make sure your delivery goes as smoothly as possible.
Outsize mirror deliveries to Mainland UK under £1500
Outsize mirrors £49.00
Due to the fragile nature of our larger mirrors we are unable to send them via our parcel delivery service.
Free delivery limits for Mainland UK
Accessories orders above £100 free delivery
Lighting orders above £750 free delivery*
Furniture orders above £1500 free delivery*
Mirror orders above £1500 free delivery*
*Does not apply to ex-display items or vintage pieces which require specialist handling /packing, delivery is then by quotation.
Overseas Delivery charges overseas are calculated at checkout by our delivery partner UPS. Deliveries are to the door only. Countries outside the EEC may incur customs duty on delivery. This charge will depend on the country and you should enquire locally for more information.
Please be aware that connection issues with the UPS website sometime occur. This may lead to the shipping quote being under or over estimated. To get an exact delivery quote please contact email@example.com
Return of Goods Policy / Refunds. Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order.
Returns are at customers' own expenses. We advise you use an insured, signed for service.
All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means, that there are no marks on the item or packaging. We are unable to accept any item with any indication that it was used.
Damaged / Faulty Items. We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact firstname.lastname@example.org as soon as possible so that we can resolve it for you promptly.
We cannot refund or exchange made-to-order products. Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items. We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non returnable on the sales order. You have 7 days to amend your order from receipt of this email. Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.
Made-to-order are furniture and lighting items whereby you select a fabric, colour, material finish or size at point of order.
Vintage and ex-display sale goods. Are sold as seen and non returnable. Therefore we recommend goods are viewed prior to purchase.
International returns (Products sold outside the UK). Prior to dispatch we double-check all of our products to be sent overseas to ensure that they are in perfect condition when they leave the warehouse but we are aware that occasionally things can go wrong in transit. We will always stand by our products and if they are damaged in transit or faulty we will repair/replace them; however, you must cover the cost of returning the faulty product to us. This may seem harsh, but we currently only have a UK office and we simply cannot offer the same level of after sales service to non UK customers as we can to our UK customers so please consider this before ordering.