Delivery of your order
We use a number of recognised carriers to deliver most of your orders whether UK or worldwide. UPS, TNT, Fedex, DHL/UK Mail, Parcelforce, etc., and a signature will be required in almost all instances. The reason for this is that we fully insure all consignments and to ensure we can prove goods were delivered, and delivered in good order, we need customers or their representatives to sign. Sometimes, if a customer is not home when delivery is attempted, one of three courses of action happens.
- The consignment may be taken away and delivery attempted a second time the following day.
- The consignment may be left with an immediate neighbour, and a signature obtained.
- Your order may be taken to a local ‘pick-up point’ where you can collect it yourself.
In most instances, the carrier would leave a card informing you of their action and providing a contact telephone number for further information if needed. But regrettably, this does not always happen, and so we ask that you monitor the progress of delivery using the tracking link that we provide. This will enable you to know exactly where your order is at any given time.
Because of the wide selection of fabrics, designs, sizes, and lining options that we offer, we usually make each item as required; particularly orders for multiple items such as throws with cushions, so that all items are made from the same batch of fabric. Our normal lead time is around 5 working days for making and once dispatched, delivery is usually the following working day for UK orders and between 3 and 10 days for international shipments depending on the country and customs clearance.
Some customers, when placing their order, request that we leave the item in a conservatory, porch, garage, etc., this information will be passed to the respective carrier but our responsibility for safe delivery ceases. Customers may already have formal arrangements with carriers to leave goods in ‘safe’ places. In these instances, or instances where you have requested that we pass such information to carriers, if a consignment goes missing or is damaged, we cannot be held responsible, and you would need to pursue any claims directly with the carrier concerned or your own personal insurers. Most customers who think that they may not be at home when orders are delivered, use either an office/works address for delivery, or ask us to deliver to a neighbour or relative. Also, if you know that you will be away, on holiday for example, in the coming few days when your order may be complete, please leave a comment on your order so that we can work around those dates.
In the case of international shipments, sometimes taxes or import duties are applicable depending on the value of goods and the receiving country. Taxes, import duties or associated costs are the responsibility of the consignee and we cannot be held responsible for delays in delivery if they are caused by the respective customs departments or late response to any requests they may make to the consignee. If any applicable taxes/import duties are not paid by the consignee, at the request of their customs authorities, goods will either be disposed of or returned to us. Any applicable costs in such instances will be passed to the customer.