Issues on DeliveryUpdated an hour ago

My delivery hasn't arrived on the agreed date

If your delivery has not arrived on the confirmed date, first check whether you have received any notification from the carrier — deliveries are sometimes rescheduled on the day due to vehicle or route issues and a notification will have been sent by text or email.

If you have received no notification and your delivery has not arrived, contact us straight away. We will contact the carrier on your behalf, find out what has happened, and arrange a new delivery date as quickly as possible.

I received a delivery failure notification

If you receive a notification from one of our delivery partners saying your delivery could not be completed, contact us immediately and we will arrange a new delivery date on your behalf.

I want to reschedule my delivery

If the delivery date proposed by your carrier does not work for you, contact the carrier directly using the details in your delivery confirmation to arrange an alternative date.

I wasn't home for my delivery

Large items — two-person delivery

If you missed a two-person delivery, we will arrange a redelivery on your behalf. The first missed delivery will be rebooked at no charge to you.

If you decide you no longer wish to receive your order, or if the item is returned to our warehouse, the original delivery cost will be deducted from your refund. If the item has been opened or used and is not faulty, additional deductions may apply. Please contact us to discuss your options.

Small items — parcel delivery

For smaller items delivered by a parcel courier, your carrier will make up to 3 delivery attempts and leave a card after each one. Please follow the instructions on the card to rearrange delivery or collect from a local depot.

I want to refuse my delivery

Refused due to damage or wrong item

If our delivery team arrives and the item is visibly damaged or is clearly not what you ordered, you are entitled to refuse delivery. In these cases:

• The item will be returned to our warehouse by the delivery team.
• Our customer service team will be notified and will contact you to discuss next steps.
• You will be offered a replacement or a full refund including your original delivery cost — whichever you prefer.
• No charges will apply. The issue is ours to resolve.

Refused due to change of mind or wrong size ordered

If you refuse delivery because you have changed your mind or ordered the wrong size, this is treated as a change of mind return. The following applies:

• The item will be returned to our warehouse by the delivery team.
• The standard collection fee will be deducted from your refund — £75 for furniture, £150 for pergolas, £7.99 for items under £50.
• Your original delivery cost will also be deducted from the refund.
• Our customer service team will be in touch to confirm the refund amount and process it once the item is received back at our warehouse.

The delivery team couldn't access my property

We deliver in 3.5t or 7.5t vehicles and must be able to park free of parking restrictions within a reasonable distance of your address. Here is what happens in each scenario:

• Narrow access or tight spaces — our delivery team will ask you to sign a waiver before attempting delivery. If delivery cannot be completed even after the attempt, the item will be returned to our warehouse and we will contact you to discuss a reattempt, an alternative, or a refund.
• Vehicle cannot physically access the property — the goods will be returned to our warehouse and a missed delivery charge will apply.
• Road closures or bad weather — no charge will apply. Our carrier will contact you to rebook at no cost.
• More than one flight of stairs or access beyond what was agreed — a missed delivery charge will apply.

What happens when an item is returned to our warehouse?

When a delivery cannot be completed and the item is returned to our warehouse, here is what to expect:

• The delivery team will notify our customer service team on the day.
• We will contact you to discuss your options — reattempt delivery, selection of an alternative product, or a refund.
• No storage charges apply while the item is held at our warehouse pending your decision.
• Where a refund is due, it will be processed once the item has been received and inspected. Please allow up to 10 working days from the return date for the refund to appear in your account.

My items arrived damaged

Please inspect all items at the point of delivery. If you notice damage:

• Note it clearly on the proof of delivery before the delivery team leaves.
• Submit our damage report form within 24 hours including photographs of both the packaging and the item.
• We will review and take ownership of resolving the issue as quickly as possible.

What to photograph

• The full item showing its overall condition.
• A close-up of the specific area of damage.
• All sides of the packaging, particularly where damage is visible.
• Your proof of delivery if you noted damage on it at the time.

If damage is only discovered after unpacking, contact us as soon as possible with photographs. The sooner you report it the better — and always within 24 hours of delivery.

Items are missing from my delivery

If items or components are missing, please check the following before contacting us:

• Check all packaging carefully — smaller items and accessories are sometimes packed inside larger boxes or tucked beneath furniture frames.
• Check your despatch notification — if your order was sent in multiple consignments, some items may be arriving separately.
• Check with anyone else in your household who may have taken in part of the delivery.

If the item is genuinely missing after checking the above, report it to us within 24 hours with a full description and photographs where possible.

A part is missing during assembly

If you are assembling your item and discover that a component or part is missing, please check the following before contacting us:

• Check all packaging thoroughly including any internal cardboard inserts or protective foam — smaller parts can be easy to miss.
• Check the assembly manual — the part number and description will be listed. Having this ready will help us despatch the correct item quickly.
• Check whether the part may have been included with another component in the set.

If the part is genuinely missing, please use our Report a Fault page or call us on 0330 808 1744. Please include your order number, the part number and description from your manual, and photographs if helpful.

Where we are unable to source the exact part:

• Where the missing part is non-structural or cosmetic — we will offer a goodwill gesture for you to keep the product as it is.
• Where the missing part is essential to assembly and cannot be substituted — we will arrange a like-for-like replacement of the item.

The delivery team damaged my property

If you notice any damage to your property, report it to the delivery team immediately before they leave. The team will complete a report and take photographs on site before departing.

Please check your home thoroughly before signing for the delivery. Once the team has left and the delivery is signed for, it becomes significantly harder to attribute responsibility for damage found afterwards.

If you only notice damage after the team has left, contact us straight away with photographs. We will be in touch within 2 working days to discuss remedial works.

I haven't received my order confirmation email

Order confirmation emails are sent within 10 minutes of ordering in most cases, and always within 2 hours. If you haven't received yours:

• Check your spam or junk folder.
• Check that the email address on your order is correct — a typo is the most common cause.
• Log in to your account on our website to view your order history directly.

If you have checked all of the above and still cannot find your confirmation, please contact us and we will look into it for you.

I haven't heard anything since ordering

If you have not received a despatch notification within 7 working days of placing your order, or if you received a despatch notification but have not been contacted by our delivery partner within 48 hours, please get in touch and we will look into it straight away.

I need to change my delivery address

We do not change delivery addresses on existing orders. There are two limited exceptions, both considered at the discretion of our Customer Service Manager: you have moved to a new property and your new address was not known at the time of ordering, or a material change in circumstances makes the original address impossible to deliver to and reordering is not viable.

To submit a request, email [email protected] in writing from the named contact on the order, with supporting documentation. If you have simply made a typo in your address, contact us immediately and we will do our best to correct it before despatch.

I want to cancel my order

Please contact us as soon as possible. If your order has not yet been despatched we will do everything we can to cancel it for you.