At FurnitureRetailer.co.uk, we want your furniture-buying experience to be straightforward and reliable. Please read the following information before placing your order.

Delivery Areas

We currently deliver to addresses within [Mainland UK / England and Wales / your delivery areas].

Some remote locations, including parts of Scotland, Northern Ireland, the Isle of Man, the Isle of Wight, the Channel Islands and certain postcode areas, may incur an additional delivery charge or may not be covered by our standard delivery service. Please contact us before ordering if you are unsure whether we deliver to your address.

Delivery Charges

Delivery charges are calculated according to the product, order size and delivery postcode. The applicable charge will be displayed at checkout or confirmed with you before your order is accepted.

Additional charges may apply where specialist access, extra delivery staff, re-delivery or another non-standard service is required.

Delivery Times

Estimated delivery times are:

• In-stock products: approximately [2-5 working days]

• Pre-order or made-to-order products: approximately [6–12 weeks]

• Special-order products: as stated on the relevant product page

These times are estimates rather than guaranteed delivery dates unless we have expressly agreed a specific date with you.

We will contact you using the telephone number or email address supplied with your order to arrange or confirm delivery. Please ensure that your contact and delivery details are correct.

Where no different delivery period has been agreed, we will deliver your order without undue delay and normally within 30 days of accepting it.

Preparing for Delivery

Before ordering, please check that the product will fit through all doors, hallways, staircases, lifts and other access points leading to the intended room.

Please also ensure that:

• The delivery address is accurate and accessible

• Parking or access restrictions are disclosed in advance

• Floors, walls and nearby belongings are adequately protected

• A responsible adult aged 18 or over is present to accept the delivery

• The delivery route and intended room are clear and safe

We cannot be responsible where an item cannot be delivered because its dimensions exceed the available access space or because we were not informed about relevant access restrictions.

Our delivery team may refuse to move an item through an area if they reasonably believe that doing so could cause injury or damage to the product or property.

Missed or Failed Delivery

If nobody is available at the agreed time, or delivery cannot be completed because of undisclosed access restrictions, we may charge a reasonable re-delivery fee of [£XX].

If you need to change your delivery date, please contact us at least [48 hours] before the scheduled delivery.

Checking Your Order

Please inspect the packaging and products carefully when they are delivered. If you notice visible damage, missing items or an incorrect product, note this on the delivery paperwork where possible and contact us as soon as reasonably possible, preferably within 48 hours.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or video showing the product, packaging and damage

• A photograph of the product label, where applicable

Reporting an issue outside 48 hours does not remove or limit your statutory consumer rights.

Your Right to Cancel an Online Order

If you purchased online, by telephone or another distance-selling method, you may normally cancel your order without giving a reason.

You must inform us of your decision to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

After notifying us, you must return the goods or make them available for an agreed collection without undue delay and no later than 14 days after the date you informed us of the cancellation.

To cancel an order, contact us using the details provided in the “How to Arrange a Return” section below. Clearly state your name, order number, address and which products you wish to return.

Return Condition

You may inspect a product as you reasonably would in a physical shop. Returned products should be:

• Complete and in a resalable condition

• Protected using the original packaging where reasonably possible

• Accompanied by all parts, accessories and instructions

• Free from damage caused by misuse, careless handling or unsuitable storage

We may make a reasonable deduction from the refund if handling beyond what is necessary to establish the product’s nature, characteristics and function has reduced its value.

Assembling, extensively using or damaging a product may reduce its value and could result in an appropriate deduction. This does not affect your rights where the product is faulty, damaged, not as described or otherwise does not conform to the contract.

Return and Collection Costs

For change-of-mind cancellations, you are responsible for the direct cost of returning the goods.

Because most furniture cannot normally be returned by post, we can arrange collection where available. The estimated collection cost is [£50–£100], depending on the product size, quantity and collection postcode. The applicable estimated or maximum collection charge must be communicated before purchase and will be confirmed before collection is arranged.

You may use your own suitable and insured carrier, but you will remain responsible for the goods until they are received by us. Products must be properly protected for transport.

We will cover reasonable return or collection costs where goods are faulty, damaged on arrival, incorrect or not as described.

Products That Cannot Be Returned for Change of Mind

The statutory right to cancel does not normally apply to:

• Bespoke or made-to-measure furniture

• Products made to the customer’s individual specifications

• Clearly personalised products

• Products altered at the customer’s request

This exclusion does not apply where a product is faulty, damaged, not as described or does not meet your statutory rights.

Selecting a standard colour, finish or option from our normal product range will not necessarily make a product personalised. Any product treated as bespoke or personalised will be clearly identified before purchase.

Faulty, Damaged or Incorrect Products

All products must be of satisfactory quality, fit for purpose and as described.

If a product arrives damaged, is faulty, is incorrect or does not match its description, please contact us promptly. Depending on the circumstances and your legal rights, we will arrange an appropriate remedy, which may include:

• Collection of the product

• Repair

• Replacement

• Price reduction

• Full or partial refund

Customers may have a short-term legal right to reject faulty goods within 30 days of delivery. Additional rights to repair, replacement, price reduction or rejection may continue after this period.

Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

Refunds

For an eligible change-of-mind cancellation, we will refund:

• The price paid for the returned products

• The cost of our least expensive standard delivery option, where applicable

Any additional amount paid for premium, express or another enhanced delivery service will not normally be refunded beyond the cost of standard delivery.

We may withhold the refund until we have received the returned goods or you have supplied evidence that they have been returned, whichever occurs first.

Eligible refunds will be processed without undue delay and no later than 14 days after we receive the goods back or receive acceptable proof of return. Refunds will normally be made to the original payment method.

Your bank or payment provider may require additional time to show the refund in your account.

How to Arrange a Return

Before returning any product, please contact our Customer Services team:

Email: support@furnitureretailer.com
Telephone:+44 7895 953359
Returns address: Kemp house
City Rd
London
EC1V 2NX
Opening hours: Monday – Saturday: 10am – 6pm

Please do not send furniture to the returns address without contacting us first, as large items may require a scheduled collection or a specific warehouse delivery arrangement.

When contacting us, include your order number, contact details, the product you wish to return and the reason for the return. You do not need to provide a reason when exercising an eligible statutory right to cancel.

Statutory Rights

This Delivery & Returns Policy is in addition to your statutory consumer rights and does not replace, exclude or restrict those rights.

Last updated: 7/30/2026