Delivery & Returns
Our UK Mainland* delivery charges are simple!
We offer FREE next working day delivery when you spend over £100 and order before noon.
The only exception to this will be on large item orders that require a two-man delivery, but even then we offer FREE delivery within our local areas.
*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:
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 fast deliveries and clear information.
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 Saturday 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 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:
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.
All mattresses, beds, most reclining chairs, and many large bulky items are sent with FREE assembled delivery.
Delivery Charges for Large Items Only:
We offer FREE Assembled delivery on many big items to a large proportion of England and Wales.
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.
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.
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).
We've made our online ordering simple and our online returns policy equally simple. So you can place your order with complete peace of mind. On delivery, you have 14 days on most items* to inspect and approve. This is in addition to your statutory rights, allowing you to make a swap or receive a full refund for the value of the goods. See the 'Special Order Returns' policy below for details on items exempt from returns.
Contact our customer service team 9am - 5pm Monday to Friday on 01494 434372 if you have any questions at all.
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 cancelled.
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 cancelled 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 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 a personal item so they are not eligible for return once they have been removed from the packaging and or used.
Such damage is rare but when it occurs we believe we are the very best at responding.
“Bought the Stokke chair for our little one from back in action. The price was the best found online, fast free delivery and impressive after sales service. Our chair came with the wrong set of gliders and when phoned we received great service, instantly agreed to replace with the right product and received the day after. Can't fault a thing! Happy customers, would certainly recommend.”
Mrs M Thomas
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.