Delivery & Returns

Order Confirmation:

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery:

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@enchanteddining.co.uk so that we can help.

Damages:

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to info@enchanteddining.co.uk.

Cancellations & Refunds:

Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.

 

Supplier policies 

Furniture-to-go

We believe that unique and quick delivery options will make a great difference to our customers. We want to bring great value whether our customers focus on lead time, price or flexibility. Furniture To Go have what it takes to give our customers what they want. We cater for every customer requirement from regular full container loads down to home delivery on single items – it is all up to the customer. With our warehouse in the UK, Furniture To Go offer next day delivery on more than 20,000 stock items.

If you place an order by 3PM, and the product is in stock – we will dispatch it the same day.

Our high specification packaging for products, is designed for transportation through a home delivery network. We do appreciate that on a small number of occasions damages do occur. If a product is damaged upon delivery, this should be signed as damaged and refused. You should then contact us straight away, so that we can assist with the problem. If damage is discovered when the product has been accepted, we will of course offer spare parts, no questions asked. All you need to do is contact Customer Services, and they will assist you in making sure we select the right part for you.

We have a no returns policy once goods have been dispatched, for change of mind.

 

Some remote area postcodes will incur an additional surcharge and will be displayed when placing the order. These charges can be found here under all about delivery

 

Orders which are refused on delivery. Where a delivery has been refused by your customer on delivery the carrier will return it to us. As carriage has been attempted the carriage cost (delivery & return) as well as handling charges may be invoiced to you.

 

Orders where delivery cannot be completed. Where a delivery has been attempted 3 times by the carrier, they will return it to us. As carriage has been attempted the carriage cost (delivery & return) as well as handling charges may be invoiced to you.

 

All deliveries are sent with a request for a Signature and will not be left without proof of delivery being completed. If a customer chooses to overrule this instruction, we will not be held responsible for goods which are lost or stolen, and no refund will be made.

 

Should we be unable to deliver within the set date, we will naturally inform the customer and decide on a new delivery date. Furniture To Go is never responsible for any losses, costs, damages or expenses that the customer or delivery company takes on as a direct or indirect consequence of us not being able to deliver on time.

 

The rights are passed on to the customer when the full price for a product has been paid, and the order is dispatched. Orders cannot be cancelled after dispatch.

 

Julian Bowen 

Service: We undertake to deliver all orders received to your final customers within 7 days, providing that the relevant items are in stock. Notification will be sent for out-of-stock items, together with the anticipated due date into our warehouse.

We aim to book all orders within 24 hours of receipt, both a text and email
will be sent to your customer with a link to a booking portal, this will allow the
customer to book the delivery on day of choice (excluding weekends) or cancel the order if no longer required. All deliveries are carried out by our nominated carrier.

If the customer is missing parts or needs a fixing fit, this would need to be advised via email to our customer service team. On all of our products we offer a 12-month warranty. Regarding returns, claims for non-delivery, part delivery or damage must be advised in writing within 3 days of dispatch date. We would advise, as soon as your customer reports a problem, to email all the details and photos to customerservice@julian-bowen.co.uk as soon as possible and the customer service team can look at the case and advise accordingly. They take each email on a case by case basis, so every case will be resolved differently. If the decision is made by the team to accept the return, then upon return to us, a refund would be issued to you.

Native home 

We offer free shipping on all UK mainland orders above £500.00. For orders less than £500.00 shipping will be quoted on order as above.

Orders are shipping within 1 working day from the payment receipt. UK Mainland orders are shipped on a next day service with all overseas orders shipped on a 3-7 day service.

At Native Home & Lifestyle we understand that you might not be able to find a home for all our pieces and we are committed to you being happy with our product.

We offer a full refund up to 30 days on all orders for our pieces.

Hill interiors

Hill Interiors will use a network of fast parcel delivery companies to get the goods to you quickly. Where possible we will dispatch the goods and a tracking number will be provided on our dispatch note document. Most deliveries will be next day. Depending on the size of the product we may have to restrict shipping some items to Mainland Great Britain only. 


Shipping Times
Post Brexit shipping times have taken a little longer due to customs processing however we are seeing these steady a little as shippers and customers adapt. Current approximate timescales are:
Europe 2-5 working days

Returns

All damages and discrepancies must be reported within 3 days and we would appreciate if you could photograph any damage or quality issues and upload relevant photographs using the form opposite. This will help us see the issue and allow us to offer advice if needed or identify any recurring product issues. Please also ensure that you keep any original packaging. This will be required in the case of a collection being arranged.

 

 Gillmore 

For all orders to Northern Ireland, UK offshore, and Europe delivery is charged on a pallet rate. For Northern Ireland, UK offshore, European and Worldwide please contact us for a delivery quotation.

The maximum delivery time from stock for UK orders is 7 or 14 days depending on the product (refer to price list or website for specific product delivery time).  For all European orders please allow a delivery time of 21 days.
Express delivery - if the item is in stock and you need it quicker contact us to discuss an enhanced delivery upgrade.
Most standard deliveries are conducted by one person in a van or truck up to the kerbside. It is therefore very important to ensure suitable vehicle access and notify us of potential issues including, but not limited to, narrow roads, low bridges, gated communities etc... and that you are physically able to handle the goods from the vehicle tailgate into your premises. Many deliveries are palletised to ensure your goods arrive safely, securely and without damage. Please ensure that you dispose of the pallet responsibly. If this style of delivery is not suitable, please contact us to discuss enhanced delivery upgrades which include:
 
  • Two man delivery service to room of choice
  • Specific delivery date or time
  • Assembly of goods and removal of packaging]

 

We are very confident you will be fully satisfied with your purchase. However, should you feel it to be inappropriate your order can be returned within 14 days for a full refund less the return delivery costs. Please note this is subject to the following important terms:

• The goods are returned unused and in perfect condition
• The goods are fully re-packaged and sealed in the original packaging and format.

It is imperative that goods are inspected for obvious signs of transit damage before signing any delivery receipt. Goods with signs of mishandling must be signed 'damaged' alongside your signature on the delivery receipt. If in doubt sign your delivery receipt 'damaged'. Please notify us within 24 hours of delivery so that a claim for transit damage can be filed with the carrier and a replacement unit can be dispatched. Where appropriate, we may offer a replacement component part(s) rather than a complete unit/product.

We are proud to offer a 12 month guarantee on all our furniture products on the condition that it is cared for and used appropriately. In the unlikely event that workmanship or material faults do develop during the warranty period please contact our sales office by email supporting your claim with digital photographs. We will repair the item free of charge during this period, or replace it if necessary.

 

Indian Hub

We aim to deliver all orders within 7 - 10 working days after order has been processed and payment received. Longer lead times may apply for remote postcodes and areas, such as Scotland, Wales etc. 

We generally operate a standard 1 Man service only and the goods are delivered ground floor/hallway only.
2 Man Service may be required if your customer wishes to have the items delivered to a room of their choice, however an additional charge will incur, depending on the specifics of the delivery (postcode, accessibility to the building, room of choice, etc.) An independent quote can be provided on request of this service. 

Once the distribution manager has scheduled a delivery route, a member of the transport team will call your customer 1-2 days in advance to advise of their delivery date and approximate timings for the arrival of goods.
If for any reason your customer is unable to accept delivery on the allocated date, we will reschedule, however it can take up to 5-10 working days to arrange another delivery to their location. The customer will be advised of this at the time of calling.

Returns

You may return the unused goods in their original packing within 14 days of the date of dispatch. You must notify us via email if this is your intention stating the reason for return along with a photo of the item repacked. Please note that it is your responsibility to take care of the products and ensure they are returned to us safely and in saleable condition. We will refund the full cost of the product to you upon receipt of the returned items. Unfortunately, we cannot always refund postage and packing costs - please see further information below.

Please notify us at the time of delivery if your order arrives damaged or there are any discrepancies. We will require photos and a description of the issue in order to resolve.

Refund of Delivery Charge:
We regret that postage and packing are direct costs and cannot be refunded in all circumstances.
If a return is required as a result of our error, we will be happy to refund both inbound and outbound charges, but this error must be reported at the time of delivery.

 Kettle Home 

Any dates quoted for delivery of the Products are approximate only, and the time of delivery is not of the essence. The Company shall not be liable for any delay in delivery of the Products that is caused by a Force Majeure Event. If the Company is unable to deliver the Products, it bears no liability. The Company will notify the Customer and may cancel the order without obligation to source or fund an alternative product.

Returns 

If you have experienced what you believe to be an item of furniture damaged on receipt of delivery or an item of furniture has a manufacturing fault within 12 months of the date of invoice, then please take the following steps so your claim can be handled quickly and efficiently;

1) Please email details of your claim including the item code, nature of the problem with photograph and the batch number found on the box or stamped on the underside or back of the product.

2) Once the above information has been provided we promise to respond within 2 working days to either offer a solution or refuse the claim with a reason.
3) Once a solution has been provided, we promise to provide that solution within a maximum of 10 working days.

Solutions

To provide the most effective and efficient service possible we may offer any of the following solutions depending on the nature and individual circumstances of the claim:

- Spare Part. We carry a vast array of small and large parts to help resolve reported damages or defects.
- Repair. We use a large network of experienced furniture repair technicians to provide an on-site repair service
Replacement. If an item is damaged or faulty beyond repair, then we may choose to replace the item. In this case, you will now be charged in full for the replacement until the damaged item is made available for collection. If the item is not returned or collected within 30 days from the date of invoice of the replacement, then no further attempt will be made and the invoice will be payable. If an item is not available when a replace & collect has been actioned, then we will only re-attempt the collection once.
- Collection & Credit. If for whatever reason none of the above options are available to us, then as a last resort we may offer to collect and credit the damaged/defective item.

Please note that these options are offered with experience and with the best intentions of all concerned in mind to resolve a claim quickly and to satisfaction. We avoid replacements where possible to reduce the impact of unnecessary cost and potentially inflating the price of product.

NB. In the case of any product being sold as clearance lines at a reduced cost, the above levels of service would not apply as product is sold on a ‘no returns’ basis.