Our Delivery Commitment

Chelsea Home & Leisure Ltd will deliver your goods to the specified delivery location within the agreed timeframe or, where no specific time has been agreed, without undue delay within our reasonable control. While we make every effort to ensure timely delivery, we cannot accept liability for delays caused by circumstances beyond our control.

Understanding Our Delivery Services

We offer two distinct delivery options to suit different customer needs. Our standard free delivery service provides professional two-person courier delivery to your door, while our premium delivery service includes full assembly and installation for customers who require this additional support.

Standard Free Delivery Service

Our standard delivery service is provided free of charge to addresses in mainland England, Wales, and mainland Scotland. A flat rate delivery charge applies to Northern Ireland, the Scottish Islands, Isle of Man, Isle of Wight, and the Isles of Scilly.

This service operates Monday to Friday and typically delivers stocked furniture within 15 working days, though items often arrive sooner. We partner with professional white-glove courier companies who will bring your furniture to your doorstep, hallway, or garden entrance. The delivery team consists of two trained professionals who will safely transport your items to ground floor access points only.

It is essential to understand that our standard delivery service brings furniture to your door but does not include moving items through your property, assembly of flat-pack furniture, or installation services. The delivery team will not take furniture up stairs or steps unless a suitable lift is available, and even then, this remains subject to health and safety assessment by the delivery team on the day. We cannot offer room of choice delivery or removal of packaging materials under this service.

Once the furniture reaches your doorstep, it becomes your responsibility to move it into your property and complete any required assembly. We do not accept responsibility for rounded screws or bolts that may occur during customer assembly of furniture.

Premium Delivery Service

For customers who require assembly and installation, we offer a premium delivery upgrade subject to availability. This enhanced service includes professional assembly and installation of your furniture by experienced technicians. To arrange premium delivery, please contact our sales team for a quote before placing your order. This allows us to confirm availability and provide accurate pricing for your specific requirements.

Your Responsibilities as a Customer

Successful delivery depends on adequate preparation at your end. Before placing your order, you must carefully measure all access points including doors, hallways, walkways, and gates to ensure your furniture will fit through these spaces. We cannot accept responsibility for items that will not fit through your property’s access points, as this verification is your responsibility prior to ordering.

If your property is located above ground floor without a suitable lift, you must arrange assistance to help move the furniture on the delivery day. Failed deliveries resulting from inadequate access or lack of necessary help will incur redelivery charges at the courier’s rate, which will be deducted from any refund issued.

You should also inform us of any parking restrictions or access issues at your delivery address before the delivery date. Where necessary, you must provide parking vouchers or tokens to enable the delivery team to park and unload legally. If there is no adequate parking within reasonable distance and the delivery team cannot safely unload, they may be unable to complete the delivery. In such cases, the furniture will be returned to our warehouse and redelivery charges will apply.

On the delivery day itself, please ensure the area where furniture will be placed is cleared and that the delivery team can gain easy access. Someone must be present during the confirmed delivery slot to accept and inspect the furniture. We strongly recommend that you carefully examine all items before signing the delivery note, as this is your opportunity to identify any visible damage or defects.

Root Dining Tables

Due to their exceptional size and weight, root dining tables will only be delivered to your front door. Moving these substantial pieces into your property is the customer’s responsibility, and we recommend arranging appropriate assistance given their considerable dimensions.

Delivery Day Procedures

Once we confirm your delivery slot, we expect someone to be available at the property during that time. If no one is home to accept delivery, the team will assess whether there is a safe location to leave the items. If you have authorized leaving goods in a safe place and the team deems it appropriate, they will do so and take photographs to confirm placement. However, we accept no responsibility for goods left in this manner, even with photographic evidence.

If the delivery team determines there is no safe place to leave your furniture and no one is available to accept it, the items will be returned to our warehouse. This will result in redelivery charges being applied to your account.

Changes to Your Delivery

We understand that circumstances sometimes change. You may cancel or reschedule your delivery without charge provided you notify us by 1:00 PM on the day before your confirmed delivery date. This deadline allows us to adjust courier schedules without incurring costs.

If you cancel or reject your confirmed delivery slot after this 1:00 PM deadline, the full delivery charge we have incurred will be applied and deducted from any refund issued. This includes charges for any additional services you may have requested, such as timed delivery slots or packaging removal.

Returns and Damaged Items

You must notify us within 14 days of delivery if you wish to return furniture or if you have identified any damage. This timeframe is essential for processing returns efficiently and investigating any damage claims.

Please note that furniture cannot be returned in an assembled state. If you have assembled any items, you must carefully disassemble them before return. All returned goods must be wrapped in their original packaging or similar protective material and packaged securely for collection. The importance of proper packaging cannot be overstated. If items are not adequately wrapped when our courier arrives for collection, they will not be collected. This will be treated as a failed collection, resulting in additional charges, and no refund will be processed until the goods are returned to us in good order.

If you change your mind about your purchase within the 14-day period, returning the goods is your responsibility and expense. We can arrange courier collection if you prefer and will provide a quote upon request, but the cost of this service will be borne by you.

Additional Charges and Failed Deliveries

Various circumstances may result in additional charges being applied to your account. These include situations where you are not present during a confirmed delivery slot, where inadequate access or parking prevents delivery, where items cannot fit through access points that you should have verified beforehand, or where you have failed to arrange necessary assistance for above-ground-floor deliveries without lifts.

You agree to reimburse us for any loss or extra costs we incur due to incorrect instructions, lack of instructions, failure to take delivery as arranged, or any actions or oversights on your part or that of your representatives.

Your Consumer Rights

Your statutory rights remain fully protected. If we fail to deliver your goods within a reasonable time, you may treat the contract as ended under certain circumstances. These include situations where we have refused to deliver the goods, where delivery by a specific time was essential and made clear before the contract was formed, or where we have failed to deliver within a reasonable extended period that you specified after an initial delay.

Should you choose to end the contract under these circumstances, we will promptly refund all payments you have made. Alternatively, if you are entitled to end the contract but choose not to, you may still cancel your order for specific goods or reject items that have been delivered. In these cases, we will refund all payments relating to the cancelled or rejected items without delay. Where goods have already been delivered, you must either return them to us or allow us to collect them, and we will bear the cost of collection in these circumstances.

When goods form a commercial unit meaning that dividing them would materially impair their value or character you cannot cancel or reject part of the order without also cancelling or rejecting the entire unit.

We may occasionally need to deliver goods in instalments if we experience stock shortages or other genuine operational reasons. When this occurs, you will not be charged any extra fees for receiving multiple deliveries.

Transfer of Risk

Responsibility for your furniture transfers to you upon completion of delivery or when you collect items from us. We recommend that you examine all goods as thoroughly as reasonably practicable before accepting them, as this is your best opportunity to identify any concerns while our delivery team is present.

Our Service Standards

We are committed to delivering exceptional customer service alongside high-quality furniture. Your satisfaction matters deeply to us, and we work diligently to ensure a smooth experience from the moment you place your order until your furniture is safely delivered. We actively seek feedback from our customers and strive to maintain the highest standards in both product quality and service delivery.

Should you have any questions about our delivery services, require a quote for premium delivery, or need to discuss specific delivery requirements for your property, please contact our sales team who will be happy to assist you.

For delivery enquiries, premium delivery quotes, or assistance with your order, please contact our sales team directly.