Made to Order FAQs
Many of our furniture pieces and some other items are made to order, which means we do not hold stock of these pieces and that they are made by the manufacturer only when an order is made.
Payment for made to order items will be taken immediately on placing order.
Our made to order furniture can only be delivered to Mainland UK. These items require a two man delivery and can only be delivered up to three flights of stairs unless there is access to a lift (depending on size of the item and lift).
All made to order items will have an expected dispatch date on the product page and in the bag. Most furniture items will be delivered within 3-12 weeks. If you have ordered a mix of made to order items and ‘in stock’ items, the ‘in stock’ items will be sent immediately via our normal couriers. Made to order furniture is delivered by our specialist courier partner Panther, using a white glove delivery service.
Made to order furniture delivered by Domestic Distribution will be brought into your home and into the room of your choice but please bear in mind our access guidelines.
If our courier is unable to deliver an oversized furniture item, you will incur a failed delivery charge of £50.
Our carrier partner for oversized furniture is Domestic Distribution who will get in contact with you when they are ready to make delivery to arrange a date and time slot.
The cancellation of a made to order furniture item excludes delivery and collection/return costs. For further information please contact the Customer Care team.
Please see our returns & refunds page.
You have 14 working days from receipt of your furniture item to return it.
Charges will apply on all made to order furniture returns and delivery costs will not be refunded.
Items must be returned to us unused, in original packaging and in a resalable condition. If the item has not been returned in a fully saleable condition we reserve the right to refund on the item or deduct up to 50% of the original selling price from the refund amount.
Damaged or faulty items must be reported to Domestic Distribution at the point of delivery and signed for as damaged/faulty. If the delivery is signed for unchecked or not as damaged/faulty then you are fully liable for the goods.
To return any made to order furniture items please contact Customer Care.