Delivery Charges

Delivery & Returns

Our UK Mainland* delivery charges are simple!

We offer FREE delivery when you spend over £50. 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.

Delivery & Returns

*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.

Delivery Time Scales

We have 3 different delivery methods - Courier / Royal Mail for small items, and a 2-Man Delivery for larger items. 

Small Items

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

We are famous for fast deliveries and clear information.

“The website is easy to use, the prices are lower than other sites, communication via email was great and delivery was seriously fast.”
Mrs Marie Stewart

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 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:

  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 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 in a safe place or with a neighbour.
    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. 

Large Items such as mattresses, Stressless Chairs, Sofas, Etc.

All our mattresses, beds, reclining chairs and non-Stokke large bulky items are sent via an award winning 2-Man Delivery team. We can upgrade Stokke deliveries to many areas to a "room of choice" service for a small extra cost. Please discuss at order time

Delivery Charges for Large Items Only:

We offer FREE delivery to a large proportion of England and Wales.

Click here to see our free LARGE ITEM delivery area. 

If you require delivery outside this area 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 in 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 are 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 door to the room of choice.
  • Making sure valuables are removed from a position where they could be knocked or broken.
  • Notifying the delivery men 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 a 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 items size and the area (typically £50). 

Returns

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 many items we offer a 14 day return policy, 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.

  1. We have developed a great online communication system so you can always contact us. Plus our store staff will help you in person during working hours, or over the phone. Notify us during the 14 days so we can advise where the goods should to be returned and give you a reference number.
  2. Ship the items back to the agreed address with the reference number, in the original packaging and shipping protection. Alternatively we can arrange for a courier to collect from you at a discounted price (advised at the time).
  3. On receipt of resalable goods we will refund you within 7 working days. Far faster than most companies promise! The original free delivery still applies if the value of the order you keep is higher than £50 (delivery charges at top).
  4. As you will understand all personal items (such as pillows, sheets, etc) are sold new and hygienically sealed. We do not accept the return of such items once the packaging has been opened.
  5. Please note, if products are returned damaged or without packaging reasonable charges may apply. 

Contact our customer service team on 01494 434372. 

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, finnish and size can be specificed 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 4 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 and Pillows

Mattresses are sealed for hygine reasons so 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 are not eligable 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.

“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 man deliveries please inspect the goods on delivery and bring anything of concern to the drivers attention. Feel free to call us while they are there if you prefer.