Delivery Policy

This Delivery Policy sets out the rules for our delivery services and it stipulates our and the customers responsibilities and liabilities in the delivery process. Please read this information carefully and contact us on 023 8039 02924 or 07311 255594 or shop@woodenfurnitureshop.co.uk in case of any questions.

1. Delivery and Service Availability.

1.1 Geographical and product restrictions apply to all services. To see what’s available to you please enter your address at checkout.

1.2 Our furniture can be purchased online only with the delivery address in England mainland (exclusions apply). For deliveries to Wales, Scotland or Ireland please contact us.

1.3 In the event you arrange for our products to be taken outside of the England mainland we will only be able to organize exchanges/returns from England mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third party carrier.

2. Order Shipment.

Our orders, in most cases, are shipped from our manufacturers who are located outside of UK but within EU, directly to your address given at the order placement. It is therefore, critical that you give us a correct delivery address when placing the order. We will contact you to confirm the delivery date as described in clause 5.3 below. 

Shipment fee to your address will be calculated in the basket, where you will be requested to enter the postcode and the delivery address.

3. Delivery Service.

3.1   Our delivery personnel will carry and position the delivered furniture, access permitting*, in the room of your choice including climbing up to 2 flights of stairs or up to the 1st floor.

3.2   If you require a delivery higher then 2 flights of stairs or higher then 1st floor and there is no possibility to use a lift then please contact us.

Please ensure you cover any carpets, flooring or furniture and remove pictures and valuables from the delivery area and the route to it through your property. Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location.

4. Shipment and Delivery Fees.

4.1.   Shipment and delivery fee to your delivery address is calculated in the basket where you will be prompt to enter the delivery address.

5. Delivery Timings.

5.1.   All our Furniture are made overseas and are shipped to your address as per your order. It may take between 3 and 10 weeks from the day we confirm your order to the delivery or within the time frame shown when ordering. Usually our furniture are delivered within 3 – 4 weeks from our order confirmation date.

5.2.   Most of our deliveries will be scheduled for between 7am – 9 pm Friday and Saturday however, there could be occasions when we will attempt to deliver outside of the above days and timings.

5.3.   We will keep you updated regarding the delivery in the following steps:

• • • We will contact you with the initial 3 days delivery window at least 2 weeks prior to planned delivery.
    • We will contact you with the expected delivery date at least 24 hour prior to delivery.
    • We will contact you with the expected delivery timeslot at least by the morning of delivery.

5.4.   If you wish to change the delivery date after the initial 3 days delivery window has been communicated to you, please let us know at least 7 working days prior to the planned 3 days delivery window, counting from the first day of this window. If you contact us with the request to change the delivery date later than 7 working days prior to the planned 3 days delivery window, counting from the first day of this window then, we may not be able to reschedule the delivery anymore and we still will attempt to delivery on the communicated date at your cost.

5.5.   If you cannot receive your ordered items two weeks or more after the date we contact you for the first time to arrange the initial 3 day delivery window, such a stored order will incur a storage charge of £50 per week for each week starting from 2 weeks after we contacted you for the first time to arrange the initial 3 day delivery window.

5.6.   We will deliver products to you as soon as reasonably possible and in any event within 12 weeks from the day we send you an order confirmation. It may not be possible to deliver some items within this timeframe (for example bespoke items), if this is the case we will let you know the estimated delivery date before accepting your order and you may either agree the estimated delivery date or cancel the contract for a full refund.

5.7.   If a product is unavailable or our supply of the products is delayed by an event outside our control (i.e. a delay from our suppliers or adverse weather conditions) then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product.

6. Our Delivery Partners.

6. 1 All our furniture are delivered by our professional network delivery partners.

6.2 Our deliveries are carried out by 3.5 or 7.5 tons vehicles, so during the order confirmation process we ask our customers for information that will help our drivers deliver successfully and to ensure the driver has safe access to the premises from the public highway. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.

7. Environment Commitment, Packaging Removal and Recycling.

7.1. Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your items to be delivered separately. Please note that if you choose to split your order in this manner, the second delivery will incur an additional delivery charge. Please contact our sales team on 023 8039 02924 or 07311 255594 for further details.

7.2. Our driver or representative will unpack your items, remove any packaging and return it to our warehouse ready for recycling. This service is included in all our deliveries at no extra cost.

8. Delivery Inspection and Confirmation by Signature.

8.1 After removing the packaging, our representative will inspect delivered furniture and give you time to check your items. You will be asked to sign the delivery confirmation that your items have been delivered and are free from faults or damages.

8.2 Please see clause 8 of the terms and conditions for full details of what to do should you need to return your products.

8.3 For all orders, it is essential that someone over the age of 16 is available to receive and sign for your delivery. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our Customer Services team if that is likely to be the case. Please also ensure the person at your property has all your order details, in particular details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods positioned. Unfortunately we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance.

8.4 Should any of the items have fault or damage on arrival, our driver or representative present at delivery will discuss the most convenient way to resolve the issue.

8.5 During delivery, we kindly ask that all pets are securely kept in another room. This is to ensure the safety of our delivery drivers and your pet(s).

8.6  Products will be your responsibility from the time the courier delivers them to the address you gave us.

9. Furniture Assembly.

9.1.   While most of our furniture arrive fully-assembled, some items arrive part-assembled and require some assembly. If the item requires assembly, you will see it indicated in the Room of Choice Delivery Service & Assembly section. You will also see the assembly selection option in Product Variants & Assembly Service Options section of the product view. Please select the required option.

9.2.   If you choose to assemble the furniture yourself, than the assembly of furniture is the sole responsibility of the customer. The Process Business Solutions trading as Wooden Furniture Shop accept no responsibility for damage to any parts by a customer or a third party.

9.3.   If you have taken advantage of our Assembly service, the driver or our representative will assembly the furniture for you and give you time to thoroughly check your items before leaving.

9.4.   In the unlikely event of there being a problem, the driver will repack and remove the item. Should you discover a fault after the delivery driver has left, then please contact us on 023 8039 02924 or 07311 255594 or shop@woodenfurnitureshop.co.uk. You have 14 days from date of delivery in which to report any missing or damaged items.

9.5.   If you are ordering furniture that requires some assembly and you choose to assemble it yourself, we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture. This is because the partially assembled items are likely to be damaged in transit when returned to us. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the goods had arrived to them already faulty. If you require a replacement part for your furniture, please contact us and we will try to arrange a replacement.

9.6.   Please note that some of our double, triple and quadruple wardrobes, bookcases or cabinets are not available to be delivered in one piece but are delivered in the number of segments as per number of doors. This means that these furniture will have all segments separated by the internal walls, there will be joint gaps between the segments on the bottom and top flint and also those furniture will have to be assembled.

10. Furniture Assembly Service fees.

The assembly fees depend on the item size and assembly complexity. If the item requires assembly, you will see it indicated in the Room of Choice Delivery Service & Assembly section. You will also see the assembly selection option in Product Variants & Assembly Service Options section of the product view with the cost of assembly shown. Please select the required option.  Assembling the furniture yourself is usually not very difficult but it will require some skills and tools.

11. Missed Deliveries.

11.1.   If, despite confirming the delivery date and time as per above paragraph 5.3., you are still unable to receive the delivery on the agreed day, please contact us to rearrange the delivery.

11.2.   Unfortunately missed deliveries will be charged as per the delivery fees displayed in the order.

11.3.   If you cannot receive the delivery on the agreed day but there is an option to deliver the furniture to the alternative address, e.g. to your neighbor, then please let us know. In such instance, please make sure that an authorized person over the age of 16 is present at the delivery to check the furniture and to sign the delivery confirmation.

12. Redelivery.

12.1.   If it is necessary to arrange a redelivery please contact us. We will strive to schedule the redelivery date as soon as possible after the missed delivery but the redelivery date will be arranged and confirmed every time subject to our network delivery partners availability.

12.2.   Redelivery will be charged at the same rate as the original delivery in the order.

13. Delivery – Access Permitting.

Before placing your order, please check that the furniture will fit through any passages, stairwells, landings and doorways. Please follow our delivery access guide or order our delivery access assessment service.

14. Delivery Delays.

We, like many retailers, have experienced minor delays at our UK seaports. While the situation is improving, we continue to work hard to deliver your orders as quickly as possible. We will keep you updated on the delivery date and time as per above paragraph 5.3.

15. Delivering Safely To Your Home.

15.1 If you’re self-isolating or concerned about receiving your order, we are happy to deliver safely to your door. In such case please call our Customer Services Team to arrange the delivery to your doorstep only.

15.2 During delivery, we kindly ask that all pets are securely kept in another room. This is to ensure the safety of our delivery drivers and your pet(s).

This Delivery Policy was last updated on 23/10/2024.