ARRANGING DELIVERY OF YOUR PURCHASE
Once we have received your order we will normally contact you during the next working day (Monday to Friday) by email or by telephone, advising you of a planned delivery date from our preferred couriers. You will be invited to choose the date that suits you best based on your delivery address.
We will endeavour to keep you updated with the status of your order every step of the way from placement through to delivery. If you have any queries regarding your order please feel free to email us at firstname.lastname@example.org quoting your sales order number.
Most of our furniture is delivered using a premium two-man delivery service. This normally includes placing your purchase in the room of your choice and helping you unpack it to check all is well. You can then sign for delivery knowing you have received your product in good order.
We will always do our best to arrange delivery of in-stock items on a day of your choice within 4 working days of taking your order, subject to stock, courier area and availability.
Delivery to the address you have given us is usually free, but there are some exceptions such as the Highlands and Islands, international deliveries, and special delivery options such as express or weekend delivery which you can read about below.
We may use different delivery services depending on the size of your purchase and the area you live.
Our delivery methods may include the following:
• Premium Two-man delivery – this excellent service is used for most of our furniture deliveries or one man delivery for suitable items.
• Parcels delivery – for small to medium sized items
• Pallet delivery – we avoid the use of pallet deliveries, but may need to arrange this method under certain circumstances.
If the item you would like is not currently in stock but is available soon, an estimated lead time will be stated when you place your order and the item will be reserved for you.
Where any delay occurs we will notify you by email at the earliest opportunity. Lead times quoted are given in good faith, based on the best available information we have at the time.
If we are out of stock of an item and no estimated lead time has been stated, please contact our Customer Service team for an availability up-date.
Special Order items are made to order (e.g. our indoor natural rattan corner suites ). The lead time for special order items will be indicated individually and delivery arranged accordingly.
Please note, whilst every effort is made to ensure that the estimated delivery date on your order confirmation is accurate, on rare occasions your delivery may be delayed due to circumstances beyond our control.
Out of Area Delivery Surcharge
Our free delivery area covers most of Great Britain. For our customers who live further afield, we normally apply a £100 surcharge per set, plus VAT, to your order at checkout.
Please note that orders to these delivery areas may take longer to reach you. Should the incorrect delivery region be selected for delivery to highland or non-mainland UK please note that you will be liable to pay the surcharge by telephone after completing your order.
The areas this surcharge applies to are:
• Certain Scottish postcodes.
• Scottish Offshore Islands*
• Northern Ireland
• Isle Of Man
• Isle Of Wight
• Republic of Ireland
• Channel Islands
*Please note, some areas of Scotland that don’t fall into Highlands or Offshore still incur an additional surcharge. This will be specified at checkout.
TAKING DELIVERY OF YOUR GOODS
Your delivery will be completed when we deliver the goods to the address you gave us. On delivery, the Delivery Record must be signed by either you or your nominated representative. Please ensure that you check your goods are correct and free from damage, and recording any discrepancies, damage, or missing items on the Delivery Record. Any packaging should be opened carefully and kept in case you need to return the goods. If the packaging has been damaged but your goods are undamaged, write “packaging damaged” on the delivery record and we will provide replacement packaging at no extra charge should you require it.
If no one is available at the address you gave us to take delivery, the courier may leave a note with information about how to rearrange delivery and/or may take a photograph to confirm the address to which delivery was made. Re-delivery charges will be calculated according to the number of items to be delivered, availability of a delivery vehicle, your location and complexity of the delivery – this is usually around £50 for larger items. In these circumstances, re-delivery will not take place until any additional charges have been paid.
Please note cushions may be packed under the furniture frames and are delivered sealed in clear plastic wrapping that will allow for inspection. Any cushions that have been unsealed will be deemed as having been used. Therefore they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.
If your goods are faulty you are entitled to claim a repair or replacement of the goods or affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund. Please read further details about faulty goods below.
It is your responsibility to advise us at the time of ordering of difficulties that may be encountered when delivering the goods to your property.
Although we try to be as accurate as possible, product measurements specified by us are always approximate.
Before placing an order please consider if access can be gained easily for delivery e.g. are the doors wide enough, are there any awkward stairs, lift or passages, or are there factors that may prevent us from completing a standard delivery: red routes and parking restrictions; delivery vehicle size restrictions; restricted access into property due to the size of the ground floor entrance; restricted access within the property to the intended delivery location. Such factors may require alternative delivery methods for which there may be an additional charge.
Delivery may be refused by the courier and/or by us if there are any health and safety issues or if there is a danger of damage to your property. If we accidentally damage goods in the course of delivery, our liability for that damage is limited to the repair, replacement or refund of the goods delivered or the value of the goods. We do not pay compensation beyond these limits.
If you are not available to take delivery at the prearranged time, or the item(s) will not fit through the access points to your property, or you refuse delivery, Desser & Co reserves the right to charge you a restocking fee of £70.00.
If your goods are faulty you are entitled to claim a repair or replacement of the goods or any affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.
If you refuse delivery, please notify us so that we can expect the return shipment.
If you later discover any defects not caused since delivery, you should notify Rattan Direct Limited immediately, including photographs and a written description of the defect/s, either by email to email@example.com using the subject line: Defective return; or by post to our head office address. Please state your name, order number and postcode in any correspondence. We reserve the right to request images or inspect any reported issues and remedy on site in compliance with your statutory rights. Once delivery has taken place, we may be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.
CANCELLATION AND RETURNS
If your goods have not been custom made to your specification and/or you have not examined the product in one of our showrooms prior to purchase, you have the right to cancel your order from the time you place your order up to 14 days from the date of delivery. Simply notify us of your wish to cancel by email to firstname.lastname@example.org with the subject line: Cancellation.