How much does delivery cost?
Delivery is usually FREE within England. Some heavy and awkward items have an additional transport charge. This includes items such as our solid wood picnic benches, tree seats, Douglas Fir products and teak root products. Please call us on 01726 884123 for a delivery quote.
Delivery to offshore islands including Isle of Wight, Isle of Man, Channel Islands and Scottish Isles will also incur an additional charge. Please telephone for an individual quote.
How long does delivery take?
Providing that your items are in stock your order will be processed and you will receive your furniture within two to five business days from the date of order. If you place your order before 12pm items are often dispatched the same day.
Please allow up to 3 days after your order is dispatched for our chosen courier to deliver it to you.
If you need your items delivered at a certain time or date please let us know when placing the order and we’ll do our best to accommodate this.
Please note that our couriers can only give approximate delivery times, but cannot guarantee the exact time and date.
I need my order urgently, is this possible?
Desperate for your dining table? Need your picnic table pronto? Don’t worry, providing that we have the items you require in stock and they are not made to order we can send most things as an express delivery. This means that you will have your new furniture within 24 – 48 hours. We can also arrange Saturday or timed deliveries. Please call us for a speedy delivery quote.
Do you deliver outside the UK?
Absolutely! All of our furniture including picnic benches, garden seats, dining tables and conservatory furniture are available for delivery throughout Europe. Please email us with your full address and the products you are interested in and we can put together a personalised quote for you.
How will my furniture be delivered to me?
Depending on the size and weight of your order it may be delivered by our own drivers or by a selected courier on behalf of Sustainable Furniture (UK) Ltd.
Generally, smaller items such as bedside cabinets, home accessories, parasols and cushions are delivered as a parcel. Larger and heavier items such as assembled picnic benches, assembled garden seats, teak root furniture, French furniture and dining sets may be delivered by pallet.
PLEASE NOTE: Where items are delivered by pallet, the couriers are only under obligation to deliver it to the outside of your premises and it is your responsibility to transport the goods internally within your property. The driver will not position or assemble your delivery unless you pay an additional fee which needs to be arranged and paid for prior to the delivery - please ask regarding this service.
I’ve placed an order online, what happens next?
After the payment has been processed you will receive an email confirmation of the order. Goods remain the property of Sustainable-Furniture (UK) Ltd until payment has been received in full (cleared funds to our Bank account and including VAT).
Once your order has been dispatched you will receive an email notifying you that the goods are on their way to you. On large orders (sent by pallet), you will receive a phone call with an estimated time of delivery. For smaller items you will receive an email with a tracking number.
Do I need to be at home to receive my delivery?
It is advisable to be at home to accept your delivery, especially if you have ordered larger items such as dressers, bedroom furniture, dining tables, sofas and teak root furniture. If it is very difficult for you to be at home then please discuss this with one of our customer services team. Arrangements can sometimes be made to leave the item in the garage, back garden, shed etc.
What do I need to do when I receive my items?
When you receive delivery of your order you are responsible for checking the goods whilst the delivery driver is present and before signing for them. Whilst the driver is with you, unpack the items. After unpacking, if there is any damage to the goods at all, then you must sign for them as ‘RECEIVED DAMAGED’. Sustainable Furniture (UK) Ltd will not be responsible for replacing any damaged items unless they have been signed for as damaged.
If you are unable to unpack you items before signing for them please sign for your delivery as ‘UNCHECKED’
What do I do if there’s a problem with my delivery?
In the unlikely event that this is a problem with your order please call our customer services team on 01726 884123 and we will be happy to discuss this with you.
Please sign for the goods "received damaged" or refuse delivery if the damage is unacceptable. Look for such things as dents or gouges, rounded corners, broken boxes, etc. If damage is not reported within 48hrs, Sustainable Furniture (UK) Ltd cannot be held responsible for any damages that occur. Replacement products will be sent if there has been courier damage.
Please note that if items are damaged we will require photos, you can email these to us at email@example.com
Hints and tips of an easy delivery:
It sounds obvious, but checking that your new furniture will fit through your door is very important!
Check the measurements of the furniture you have ordered on our website and make sure that you have adequate access through doorways and into its final position.
This is particularly important with our Teak Root furniture, including dining and coffee tables. These beautiful roots are entirely natural, but that also means they can be quite obscure shapes. If you have narrow doorways or a layout that may cause difficulties please call our customer services team and we can advise on the best root to suit your needs.
Cancellation & Returns Policy:
If for any reason you need to cancel your order with Sustainable Furniture (UK) Ltd, you will need to contact us as soon as possible.
If the product has already been dispatched you will need to make arrangements to return it. You will be responsible for the cost of delivery to and from the scheduled destination. Products must be returned as they were delivered, boxed and sufficiently protected, and in the same condition that they were received.
Return authorisation, whether it be through faulty/damaged goods or change of mind (not through transport breakage), has to be obtained within 7 days from the date of receipt.
Half of the box or partial products cannot be returned. If one item is damaged in the box, entire box need to be returned. If any of the goods have been used, or are not available for collection, in certain circumstances Sustainable-furniture (UK) Ltd will not be able to replace them.