Shipping policy

1. Where this policy applies

This Shipping Policy applies to orders placed through thefurnitureshop.shop for delivery in the United Kingdom. It should be read with the Terms of Service and Return and Refund Policy. Shipping questions may be sent to info@thefurnitureshop.shop.

2. Shipping cost

All orders receive free standard delivery. Any optional premium or enhanced delivery service, if offered, will be shown with its price before payment and will not be preselected without the customer’s consent. Mandatory fees will not be introduced after an initial headline price.

3. Estimated delivery time

Our standard estimated delivery time is 15–20 days. Unless a product page or checkout states otherwise, the estimate runs from acceptance of the order. It is an estimate rather than a guaranteed appointment. Order processing, weekends, public holidays, carrier capacity, severe weather, customs procedures where relevant, remote locations and other events may affect timing.

Under UK distance-selling rules, goods must be delivered without undue delay and no later than 30 days after the contract is made unless a different delivery period has been agreed. A displayed longer lead time for a made-to-order, personalised or back-ordered item becomes part of the contract only where it is made clear before the customer orders and the order is accepted on that basis.

4. Processing and order confirmation

After an order is submitted, we send an acknowledgement. A contract is formed only when we accept the order as explained in the Terms of Service. Processing may include payment authorisation, address checks, fraud screening, picking, packing and handover to a carrier. If we need information to complete delivery, we will contact the customer using the details supplied.

Orders containing multiple products may arrive in separate parcels and on different days. No additional standard-delivery fee is charged because an order is split.

5. Delivery addresses

The customer is responsible for entering a complete and accurate delivery address and checking it before payment. Please contact info@thefurnitureshop.shop immediately if an error is discovered. We cannot guarantee an address change after processing or dispatch, and for security we may require verification.

If a carrier cannot deliver because the address supplied is incomplete or incorrect, the customer refuses delivery without a lawful reason, or the parcel is not collected after reasonable notice, it may be returned. We will contact the customer about redelivery or refund. We may deduct only costs that the law permits and that were reasonably and actually incurred; statutory rights remain unaffected.

6. Tracking and delivery updates

Where tracking is available, we will send the tracking number or make it available through the order record. Tracking events are supplied by the carrier and may take time to update. A carrier status alone does not finally determine legal delivery if the customer has not received the goods.

Customers should review delivery messages and make reasonable arrangements for receipt. We will not treat a parcel left in an unauthorised or insecure place as properly delivered merely because a carrier marked it delivered.

7. Risk and safe-place instructions

Goods remain at our risk until they come into the physical possession of the customer or a person identified by the customer to take possession. If the customer independently commissions a carrier that we did not offer, risk may pass when the goods are handed to that carrier.

If the customer expressly nominates a safe place or neighbour, delivery there may amount to delivery to a person or location identified by the customer. Customers should choose only a secure and suitable place. Nothing in this paragraph reduces responsibility for a carrier’s failure to follow instructions or for goods lost before risk lawfully passes.

8. Delays

If we become aware of a material delay, we will provide updated information where reasonably possible. If delivery by an agreed date was essential and we fail to meet it, or if we fail to deliver within an additional appropriate period set by the customer where the law requires that step, the customer may be entitled to end the contract and receive a refund for undelivered goods.

Where immediate termination is not available, the customer may ask us to make delivery within an additional period appropriate to the circumstances. If delivery still does not occur, the customer may end the contract. If only part of an order is delayed, rights may apply to that part or, where the order has no value without the delayed item, to the order as a whole.

9. Lost parcels

If tracking has not updated for an unusual period or the order has not arrived by the end of the expected delivery window, contact info@thefurnitureshop.shop with the order number. We may investigate with the carrier and ask the customer to confirm delivery details. If the goods are lost before risk passes, we will provide an appropriate replacement or refund. We will not require the customer to recover the loss from a carrier engaged by us.

10. Damaged, incomplete or incorrect deliveries

Please inspect the parcel within a reasonable time and tell us promptly if an item is damaged, incomplete or incorrect. Include photographs of the goods and packaging where reasonably possible, as these may help the carrier investigation. Failure to report immediately does not remove statutory rights.

Do not discard a potentially unsafe product or damaged packaging until we advise what evidence is reasonably needed, unless retaining it would create a safety risk. Remedies are handled under the Return and Refund Policy and UK consumer law.

11. International origin and customs

Some goods may be fulfilled from outside the United Kingdom. The delivery estimate shown at purchase includes the anticipated transit process. Where we sell goods to a UK consumer on a delivered basis, any taxes or mandatory import-related amounts payable by the customer will be disclosed before payment where required. We will not surprise the customer with an undisclosed mandatory charge that should have formed part of the total price.

12. Large or heavy goods

Furniture or other large items may require an appointment, suitable access and an adult recipient. Product or checkout information will state any special service included. Unless expressly agreed, standard delivery does not include assembly, installation, removal of doors or windows, movement of existing furniture, or disposal of packaging. The customer should check access dimensions before ordering. Statutory rights apply if important delivery restrictions were not disclosed clearly before purchase.

13. Contact

For delivery help, email info@thefurnitureshop.shop and include the order number, delivery postcode and a concise description of the issue. We will respond within a reasonable time.