Delivery Charges

Delivery and Returns info

Delivery Time Scales

*UK Mainland does not include Northern Ireland, Isle of Wight, Isle of Man, Channel Islands or other British islands - If you need delivery to these areas, additional charges will apply.

We have 5 different delivery methods to ensure we can offer the best service possible:

• Courier and Royal Mail for In-Stock items
  - FREE Next Working Day Delivery for all orders over £75 (orders before noon)
• Assembled delivery on Stressless recliners, Moll Desks & Sit to Stand Desks (also available on some other items, as specified on the product page)
  - FREE 1-2 weeks - Click here to see our large item delivery zones.
• 2-Man Delivery for large & heavy items (sofas, large mattresses, heavy recliners, etc)
  - FREE for almost all large heavy items: 1-2 weeks - Click here to see our large items delivery zones.
• Assembled collection from one of our stores
  - FREE Simply ask at the time of order: This can include free set up and a walk through the features of your product
• Same day door to door assembled delivery service
  - Subject to availability may be chargeable - ask at the time of order.

Small Items

Our goods are of high quality and deserve careful delivery. The majority of our web orders are delivered by a secure courier, from whom we demand the highest standards.

We are famous for efficiency.

Timescales: If we get your order before 12 Noon on a working day (Monday-Friday excluding holidays), we will dispatch the same day for delivery on the following working day.
(Please Note: orders placed Saturdays or Sundays will be processed on Monday for delivery Tuesday and certain areas, mainly Scottish Highlands, may take an extra day to arrive. Orders with different delivery and invoice addresses take extra time... see below.)

1-Hour Time Slot Available on most web orders - If you provide an email address we will send information for you to track items from our warehouse to your door. For most orders the email allows you to see the approximate time of the delivery (info available on the morning of delivery).

NB: There's one BIG advantage to choosing a supplier like us with multiple stores...
From time to time, we meet the demand for new or rare items by sending them directly from our shop's stock. When that happens you will not get the full tracking info but you will get information from the store! And you'll experience people that enjoy talking to customers!

Royal Mail - 1-3 days
When purchasing a single, small, low-value item (sheets, covers, harnesses, etc) we will often send it by Royal Mail. If we get your order before 12 noon, we will dispatch it the same day.

Are you the exception to the rule?
There are a few exceptions to the rule above that can increase the delivery time scale:

1. Different Delivery Address to the Invoice Address.
   If you specify a different delivery address to the invoice address, we make additional security checks. These checks are to protect cardholders from unwanted fraud.
   The checks typically add 1 to 2 days to the delivery time scale.
2. Not home for the delivery?
   Our couriers will attempt the delivery twice and if you are not home they will leave a calling card with instructions to either collect from the depot or to arrange an alternative delivery date.
   1. Our couriers require a signature and cannot leave it in a safe place or with a neighbor.
   2. Please respond to calling cards ASAP. Otherwise, the courier will return the goods to us. Sadly we are charged by the courier for this return! Your help is greatly appreciated to avoid this charge.

Small Item Assembly:
We can upgrade almost any small item delivery to an assembled or "room of choice" service for a small extra cost. Please discuss at the time of order.

Large Items

Desks, Mattresses, Recliners, Sofas, Tables Etc.

We offer FREE Assembled delivery on big items to a large proportion of England and Wales.

Click here to see our LARGE ITEM delivery area

If you require delivery outside this area or are buying an item that is not listed with 'free assembled delivery' please do contact us for a quote.

Typical Timescales: If your order is in stock, we will contact you by phone to arrange a day and time that is suitable for you.

• If we order the items from a supplier, we will let you know roughly how long this will take. Once in stock, we will contact you by phone to arrange a day and time that is suitable for you.
• Typically we will deliver 2-14 working days after your order has arrived with us.
• Unlike other companies, we can carry your items to the room of choice, install, and remove packaging. If having a full installation is important to you, please contact us and we can discuss your options.

Pre-Delivery checks for large items: Our delivery team is fully trained, but there are some things we ask you to check and arrange before they arrive.

These include:

• Having a parking space available for a Large Lorry (please advise if you need a Van delivery).
• Having a clear walkway from the door to the room of choice.
• Making sure valuables are removed from a position where they could be knocked or broken.
• Notifying the delivery persons if pictures have been removed from the wall so that they do not catch themselves or the items on the exposed nail.
• Notifying us if there is narrow access, tight corner, or multiple flights of stairs before the delivery date so that we can make appropriate arrangements.

If we cannot gain access on the day of delivery, we will discuss with you a safe place for the items to be left, or if you require us to take the items back to the depot then an administration charge may be applicable.

NB: For large deliveries, we often load the lorry the night before. We would appreciate at least 24 hours notice if you cannot be at home for an agreed appointment. We make no charge to reschedule as long as we get this notice. If you are unable to stay in and unable to contact us there will be a re-delivery charge according to the item size and the area (typically £50). 

Returns

We've made our online ordering simple and our online returns policy equally simple. You can place your order now with complete peace of mind. After delivery of "from stock" online orders, you have 14 days to inspect your choice. During the 14 days, you can request a swap, or notify us of a return by many easy methods. Please see below for a small number of exceptions, and before assembly please also see point 8.   N.B. These 8 points are in addition to your statutory rights. Please see the 'Special Order Returns' policy below for details on items exempt from returns.

1. We have developed a great online communication system so you can always message us 24/7.   Plus our store staff will help you in person during working hours, or over the phone.
2. Notify us within 14 days so we can advise where the goods should be returned and give you a reference number.
3. Ship the items back to the agreed address with the reference number, in the original packaging and shipping protection. We advise that you include insurance as damage during the return shipment is at your cost otherwise.
4. On receipt of as-new resalable goods, we will refund you within 7 working days. Far faster than most companies promise!
5. The original free delivery still applies if the value of the order you keep is higher than £100 (delivery charges at the top).
6. As you will understand all personal items (such as pillows, sheets, mattresses, etc) are sold new and hygienically sealed. We do not accept the return of such items once the packaging has been opened.
7. Please note, if products are returned damaged or without packaging a refund might not be possible and reasonable charges may apply. 
8. If you believe you may wish to return an item please do not assemble it. Many of the items we sell cannot be disassembled without specialist equipment and no item can be re-sold as new once put together. 

Contact our customer service team 9am - 5pm Monday to Friday on 01494 434372 if you have any questions at all. 

Special Order Returns

We hold in stock more than 1.5m worth of items to ensure super-fast delivery on all our most popular items. In addition to these items, many of our products (including recliners, dining chairs, and office furniture) can be made to your specifications. Special orders include those items where wood, fabric, colour, finish, and size can be specified and where there is no indication that an item is 'In Stock'. Once options have been chosen on non-stock items, and manufacturing has commenced, these items are not able to be canceled.

If you prefer to order from stock (where the above 14 days returns policy applies for online orders) simply look for the 'In Stock' message on our website or give us a call to chat through the options.

It should be assumed that any item that is not described as "in stock" and/or has a lead time of more than 3 weeks, will be a special order unless agreed otherwise in writing. Such orders cannot be canceled after manufacturing has started.
To ensure you the very best delivery timescale we run a tight ship, so manufacturing usually commences as early as 24 - 72 hours after your order is placed.  Delivery times will be discussed but will not be considered 'of the essence' as unexpected delays can occur in manufacturing.

Mattresses and Pillows

Mattresses are sealed for hygiene reasons so they are non-returnable once the packaging is opened. This is with the exception of those items where we offer a 60 Night Trial, see: BIA Mattress
Pillows are personal items so they are not eligible for return once they have been removed from the packaging and or used.

Damaged on Delivery

Such damage is rare but when it occurs we believe we are the very best at responding.

If your items are damaged when they arrive we will, of course, remedy it without delay.

For courier and Royal Mail deliveries please notify us within 48 hours, so we can make a claim with the delivery company. We will then organise an exchange free of charge.

For two-person deliveries please inspect the goods on delivery and bring anything of concern to the driver's attention. Feel free to call us while they are there if you prefer.