Delivery and returns
Delivery costs and times
Delivery costs will vary from item to item and are displayed on each item page and/or during the checkout process. We aim to offer free delivery to mainland UK on all items, but this is not always the case.
Estimated delivery times are indicated on each item page. Items are not all subject to the same delivery time as they may be dispatched by different sellers and some are made-to-order. Items that are kept in stock are generally dispatched immediately, and some orders may allow you to specify a delivery day. Items that are made to order may have significantly longer delivery times. Please refer to the individual item pages for further information.
While we always attempt to list honest and accurate delivery times, there may be rare situations outside of our control where delivery is outside of these times. COVID-19 and other world events have caused disruption to global manufacture, shipping and logistics, and even though we ensure our delivery times take this into account, there is a small possibility that some delivery times may be earlier or later than listed. Therefore, all delivery times, including those where you are able to choose a specific delivery day or time, are not guarantees of delivery, but are on a best endeavours basis only.
In the case of larger furniture, the delivery method may vary depending on the item size and weight. Items will typically be delivered to ground floor only, but in other circumstances may be delivered to kerbside only. Delivery is deemed to have completed when items reach this point, and responsibility for the goods then transfers to you. If you ask our delivery driver to leave an item unattended - for example, if you are not at the property at the time of delivery or are at the property at the time of delivery but unable or unwilling to allow the delivery driver to deliver to their chosen location, and request an item is left at a particular non-standard location including but not limited to outside the property or in an out-house - you agree to accept responsibility for the condition of the goods and for any damage or losses that may occur after this point, either to the goods or to the packaging. If you ask our delivery driver to carry goods any further such as within the property or you ask them to unpack goods for you, then this will be done on a goodwill and best endeavours basis only, and you agree to accept responsibility for any damage or losses that may occur after this point, either to the goods or to the packaging or within the delivery address. Please ensure there is good access to your property for delivery vehicles as if we are unable to access the property, it will constitute a failed delivery. You should ensure adequate floor protection is in place for larger deliveries, as we cannot accept responsibility for any damage to floors. It is sometimes possible to deliver to room-of-choice or up stairs, but this may incur additional charges and/or require a disclaimer to be signed, and this must be agreed in writing before delivery. We may also be able to accommodate you collecting from us, e.g. if you wish to use a freight forwarder to transport items to countries we do not deliver to. Where you collect from us, you agree to accept responsibility for any damage or losses reported after collection. If you have specific products in mind and need clarification on delivery method, please feel free to ask us before ordering.
Cancellation rights and no-quibble money-back guarantee
We want you to be delighted with the items you buy. Therefore, in accordance with the Consumer Contracts Regulations, you have the right to cancel an order within 14 days without giving any reason, subject to the conditions below. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. Note that unless you specifically tell us otherwise immediately on placing the order, you accept that in the event of difficulties delivering the goods to you, delivery of the goods to a neighbouring property is acceptable.
Note that made-to-order, especially commissioned or personalised items are excluded from this guarantee and this guarantee does not apply to business customers or trade orders or on-premises contracts.
For the avoidance of doubt, items listed as "made to order" or "custom made to order" are individually made to your personal specifications as per S28(1)(b) of the Consumer Contracts Regulations and are not fully standardised or pre-made items. All such items are typically available in an infinite choice of colours, fabrics, woods and/or sizes, yet we may list only a finite number of options available to you to make your ordering experience easier.
Exercising the right to cancel
To exercise the right to cancel, you must advise of your decision to cancel the order by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use this email form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you cancel this order, you will be reimbursed all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered). A deduction may be made from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, and we reserve the right to refuse to accept the return of goods where the goods or packaging are damaged in any way or are not in an as-new state due to handling by you or, where goods require assembly, the goods have been partially or fully assembled. In the event a discounted price was paid for the goods due all or in part to multiple items being purchased (i.e. a 'volume discount') and one or more items are returned with one or more items retained, the refund will be calculated based on the retained items being priced at the full listed retail price without any discount.
The reimbursement will be made without undue delay, and, where goods have been dispatched, not later than 14 days after the day the goods are received back from you. The reimbursement will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. Reimbursement may be withheld until the goods have been received back.
Where goods have already been delivered or dispatched, you shall send back the goods without undue delay and in any event they must arrive not later than 14 days from the day on which you communicate your cancellation of the order. The deadline is met if you send back the goods or they are collected before the period of 14 days has expired. In some cases, it may be possible to organise for goods to be collected from you, or we may insist that goods must be collected from you by our delivery partners to minimise the risk of damage. You will have to bear the direct cost of returning the goods or the collection cost, including if you refuse delivery of goods that have already been dispatched. This collection cost is typically between £30 and £75 depending on the type of the item, but may be higher if the collection location is especially far from the warehouse, the item is especially large, fragile or valuable, or there are multiple items to be collected.
Where goods have been dispatched and you cancel the order before delivery, you will have to bear the cost of the goods being returned to us. This cost is as per the collection cost outlined above. For the avoidance of doubt, goods are deemed dispatched once they are with the delivery service. Dispatch and delivery may not be on the same day and, depending on the delivery address and nature of the goods, there may be several days or longer between dispatch and delivery. Goods may be dispatched before you are contacted to advise on delivery.
Damaged, defective or incorrect items
You have the right to return a faulty item bought through furnish.co.uk within a reasonable period of time, subject to the following. If the item is defective or was damaged in transit or the wrong item was delivered or parts are missing, you should report this within 48 hours of receipt of the item, including photographic evidence of damage. We cannot accept claims after this period due to the likelihood the damage or the issue was caused after delivery. A notification of damage or defect is only valid if accompanied by photographic evidence clearly showing the issue, due to the likelihood the notification is an attempt to protect against possible future damage. Where a signature is required on delivery, items should be checked for visible damage and completeness before signing and rejected if any damage is visible or parts are missing. Including the text 'unchecked' or similar alongside a signature is invalid where you have an opportunity to check items. For the avoidance of doubt, where, at the time of delivery, you are given the opportunity by our delivery service to unpack and view items while our delivery service are present and you subsequently accept delivery, no claim for damage can be accepted after this time. You must return items in accordance with the 'how to return an item' section below.
Please note that many items listed are hand-made or have an antiqued or rustic finish or use natural materials, and that imperfections in the finish or construction or colour variations are normal and intentional and do not constitute a damaged or defective product. We cannot accept returns based on the presence of such imperfections or variations. We also cannot accept returns if the position of the alleged damage or defect cannot be seen during the normal use of the product, including but not limited to the underside of furniture, the back of furniture and inside furniture, e.g. behind a drawer. We reserve the right to change the specification of items without notice and cannot accept an item as defective or incorrect if it does not match another of the same item.
We recommend keeping all packaging and enclosures that accompany the item for as long as possible after delivery, as this may be required should you need to report a problem. For the avoidance of doubt, items that require self-assembly must be checked for missing parts or damage before starting assembly. Items cannot be returned or cancelled once assembly has started due to the likelihood that issues were caused during assembly rather than prior to delivery.
This right to return does not apply to business customers or trade orders. Furnish.co.uk may at its discretion either discount, repair or replace all or part of damaged, defective or incorrect items for business customers or trade orders, or offer a right to return.
How to return/cancel an item
Please follow the guidelines below:
- There will be a contact email address for returns within your order confirmation email. Use this email address to advise of the reason for the cancellation/return.
- You'll receive a response and can then agree the details of the return, including what method of post to use, whether the item will be exchanged or refunded and, in the case of the latter, the total refund value.
- Ensure the item is in its original packaging with all original enclosures. In the case of items being returned because they are unwanted, refunds will not be given unless the item is returned in an 'as new' state. In the case of items being returned because they are damaged, defective or incorrect, refunds or exchanges will not be given if you have disposed of the item or any part of the item, unless specifically agreed with the seller.
- It is your responsibility to ensure the item arrives safely. We suggest additionally packaging the item so it cannot be damaged in the post and obtaining proof of postage.
- You will receive a refund or exchange within 14 days assuming the above guidelines have been followed.