Returning an unwanted item

If you have ordered and received an item that you no longer require, you have 14 calendar days to notify us that you wish to return it. You then have a further 14 calendar days to ensure the returned item is received by us in a resaleable condition.

If you wish to return an item but you have exceeded the statutory 14 calendar days, it is down to the discression of the customer service manager and a handling charge may be deducted from your refund.

All returns must have a completed hard-copy of our returns form in the box as well as attached to the exterior of the packaging. This enables us to process your return efficiently and without a visible returns form this can prolong the time required to action your refund.

Who covers the cost of returning an unwanted item?

Should you wish to return an item to us due to no longer wanting it, any costs incurred are the responsibility of the buyer. It is essential that any items returned are sent on a traceable service that requires a signature. We are not responsible for goods where a POD (proof of delivery) cannot be provided.

Damaged / Faulty goods

If your item arrives damaged or faulty, we require notification in the form of an email within 30 calendar days of receipt of your item. Within your email it is advised that you include your order number and/or your full address details. We also require media illustrating the advised damage/fault. If stock is available, we would arrange a replacement of the damaged/faulty item, if stock is not available we may offer an alternative, or if the fault is deemed repairable we can arrange collection of the item for repair. A temporary substitute is not supplied unless authorised by management in writing prior to collection.

The email address to send your message to is [email protected]

Receiving a refund

Once your goods have been received by our warehouse, we allow up to 5 busines days to inspect the product for any faults or damages. After the returned item is marked as being in a resaleable condition, your order is updated immediately and your order will be processed for a refund. Although we action refunds immediately, it may take up to 5 business days to show in your account.

If you wish to return an item but you have exceeded the statutory 14 calendar days, it is down to the discression of the customer service manager and a handling charge may be deducted from your refund.

All returns must have a completed hard-copy of our returns form in the box as well as attached to the exterior of the packaging. This enables us to process your return efficiently and without a visible returns form this can prolong the time required to action your refund.

Our returns address

You can find our returns address on the returns form that must be completed and attached to the item you are returning.

How long will it take?

On each product page we display the standard delivery lead time for the particular item. You will also be able to view the stock status of each item. The stock statuses are explained below.

In Stock - These items are available for immediate dispatch from our own 50,000 sq ft warehouse in Colchester, Essex.

Order Now - These items are available for special order or will be delivered directly by one of carefully chosen suppliers. The delivery lead times to your door will vary by product and are clearly displayed.

Pre Order - These items are on purchase order with one of our UK based suppliers or in production with one of our exclusive factories. Delivery times will vary and are clearly displayed on each product page.

What delivery option are available?

We offer a number of different delivery options tailored to each product. The delivery options available to your area can be viewed by entering your postcode on the product page. Delivery options vary by stock availability, delivery location and size of the product, however a sample of the options available are shown below. All standard pallet deliveries are to the kerbside or nearest hard-standing, the courier services are unable to remove packaging from the pallet or take the goods through your house or into your garden.

Economy - Our standard delivery delivery option and free for orders over £50 (geographical restrictions apply)

Next Working Day - Available on the majority of In Stock items.

Specific Day - Choose a specific day for delivery, available for the majority of items in stock.

Premium Economy - Delivery by one of our own staff and available on most furniture sets and larger items. Please note this service is limited to the postcodes shown below and may extend the standard delivery lead time by 7 - 14 days.

White Glove Assembly Service - Our premium delivery service; delivered, assembled and packaging removed by one of our own staff and available on most furniture sets and larger items*. Please note this service is limited to the postcodes shown below and may extend the standard delivery lead time by 7 - 14 days.

What happens if I’m not in?

For small items, instructions can be left detailing a secure location for our courier to leave your order. An example of this would be “Leave in porch if not in”, or “If not in, leave with a neighbour”. Please bear in mind that it is at your own risk allowing your goods to be left without a signature. For large furniture sets a signature will be required, if you have not selected Next Working Day or Specific Day delivery, these orders will be pre-booked so you will know what day your goods will arrive. If you are not in on the day you have arranged for your order to be delivered, you may be charged for a repeat delivery.

How much is delivery?

Spend over £50.00 and delivery on an Economy service is free of charge to a mainland UK address. If you live in a remote area you may incur a delivery charge. Remote areas would include the Channel Islands, Grampian, Highlands, Isle of Man, Isle of Wight, Northern Ireland, Scilly Isles & Scotland Offshore. If you are unsure if you live in a remote area or not, please contact our customer services team on 0333 1 235 235 or enter your postcode into our Delivery Options Availability Checker on each product page.

Where does my delivery go?

Unfortunately, due to insurance purposes, our couriers are not able to carry any goods into your property or through to the garden (excludes White Stores Premium Economy and White Glove Service). Palletised deliveries are delivered to the nearest hardstanding, this means it can be placed on your front drive if you have smooth paving, however if you have a gravel-covered drive, the closest hardstanding may be the kerb.

What happens to the packaging?

Our couriers are unable to take away any packaging, however we do offer a White Glove Service to limited areas where where all packaging is disposed of as well as assembling any goods that require it.

Do you offer international shipping?

For more information regarding delivering goods overseas, please see the International Deliveries tab below.

Delivering orders abroad

We have great relationships with many freight-forwarders. This allows us to offer international shipping to many different countries. Due to the nature of our business, the products that we offer come in all shapes and sizes. This makes it very difficult for us to automate a cost within the checkout and therefore we encourage customers to call us for quotations.

We endeavour to come back to you with a shipping cost on the same day as your enquiry, however on the odd occasion we may be waiting for our partners to come back to us with costs. To enable us to provide you with the best quotation it is important to have full details of the delivery address, as well as al products you wish to order.

Where do you ship to?

We frequently have customers taking delivery of their furniture in places such as France, the Algarve in Portugal and Ireland. Whilst we cannot guarantee that we will be able to deliver to every country, we promise to do our best to offer a competitive quotation wherever possible.

We cannot guarantee that we will be able to ship all items which are advertised on the site.

Luxury furniture in affordable installments

We understand that outdoor garden furniture is a luxury that may not be as high a priority when competing with other expensive goods. Now we can offer the best of both worlds, with our interest free credit you can now spread the cost over several installments.

Which products can be purchased on finance?

To enable the offer of credit, you will need to spend at least £500 on one order, this may be a set that is over £500, or a range of different products that accumulate to over £500.

Interest Free Credit

During the checkout process you will be re-directed to Pay4Later's easy application site, a decision in most cases is instant. My order is a 'Pre-Order', when do I start paying? Once you have been approved for credit, you will pay the deposit amount that you have selected. The monthly installments will not commence until your order has been delivered by us in full. Can I apply for credit in store? Yes, you can apply for credit when purchasing from our showrooms. What finance options do you offer? We offer several options for credit, starting at 6 months interest free and 36 months at 19.5% APR. With all repayment terms we offer the option of a deposit ranging between 10% - 50%.