Deliveries and Returns

Deliveries

We offer FREE DELIVERY on all orders over £35.00 and only charge £2.00 for delivery on all other orders. However, exceptions apply – some products that are too big for two men to deliver and properties with problematic access are excluded from Free Delivery. Please see Extra Delivery Charges in our Terms & conditions.

Delivery is only available to mainland United Kingdom.

Smaller items will be delivered by standard Royal Mail First Class or a parcel courier. All deliveries will be made Monday to Friday between 9am and 6pm.

All other items will be delivered by our chosen delivery company. Most deliveries are made Tuesday to Saturday between 7am – 6pm.

Delivery Times

Standard UK orders are usually dispatched within 48 hours, but please allow 5 – 7 working days from the date of order. If the item is unavailable, we will let you know. We will then issue a full refund or hold your order until the item comes back into stock.

Furniture orders for items that are in stock are delivered within the between 7 – 10 days. Outside London, the lead-times are extended to approximately 21 days. For a Furniture item that is in stock, we will contact you to arrange an appointment for delivery within one week of receiving your order.

If the item is out of stock or bespoke, we will advise you of an approximate delivery date at the time of order. At the time of placing your Furniture order, you will have been informed of the approximate timescale for contact by our home delivery company regarding your delivery or collection. For an item that is not in stock or that is made-to-order, our home delivery company will contact you to arrange an appointment for delivery once we have received that item in our warehouse.

Once the item(s) are ready for dispatch – we will contact you to arrange a suitable day and time. Very occasionally, circumstances beyond our control can delay this date. If this happens, we will keep you informed. We cannot, however, accept liability for any loss or inconvenience that may result from the delay.

If the delivery address is changed after the order is placed we will re-calculate the delivery fees if there are any and either charge or refund you the difference.

We deliver Monday to Friday, and on alternate Saturdays, and can advise you whether you have a morning (7am-12pm) or afternoon (12-3pm) slot. Our delivery team will deliver the products to the room of your choice (providing access is suitable) and remove all packaging, allowing you to inspect them to ensure you are satisfied. You will then be asked to sign our Proof of Delivery note, accepting the goods. If someone else is accepting delivery on your behalf, it is very important that they are fully aware of the product details. If you would like us to leave the products packaged, please let us know in advance.

If we have agreed a delivery date and slot, and you are out when we arrive, we can reschedule a delivery for the next available date. There will be a charge for the subsequent delivery, even if the first delivery was free.

Delays in delivery

Occasionally the delivery of your goods may be delayed by circumstances outside our control. If for any reason we are unable to deliver the goods or to have them ready for collection within the original approximate timeframe then we will notify you of the delay and new timeframe as soon as possible. If you cannot wait for the goods, you must let us have notice of cancellation from the person who placed the order within 7 calendar days of you receiving notification about the delay.

If we receive your notice of cancellation as set out above within such 7 day period, then we will let you have a full refund.  However, Scarlet & Jones cannot accept any liability for any losses you incur (including loss of earnings) or for compensation for perceived inconvenience that may be suffered due to any delay.

Delivery Access

It is your responsibility to ensure that the furniture you order can be delivered into your property and that there is safe and reasonable access from the public highway to the place of delivery. If our delivery staff consider that the access is unsafe then we will not deliver the goods until safe access is provided. You are obliged to provide any required parking permits in advance of the delivery.

If you have any doubts that the furniture will fit up stairways, through doors or any awkward or restrictive spaces it is vital that you seek advice. We can offer an access check for specific items of furniture. This involves our delivery team making an appointment and inspecting your property to confirm if access is possible. You must inform us of any vehicle access issues or parking restrictions at the delivery address. The delivery charge includes no allowance for removal of doors, windows or other fixtures. For further information or if you have any questions about our delivery service please contact us.

Access Check: £50.00

Arrival of Goods

On delivery of your Furniture products, you will be asked to sign for the goods and to inspect any upholstery goods that have been unpacked to ensure you accept them. For this reason you should be present at delivery yourself. However, if you do ask someone else to take delivery for you, then you must make sure that they are aware of what they need to do.
We will be pleased to unpack all upholstery goods for you. However, no goods will be assembled for you on free delivery or at the standard shipping rate. If you would like any goods to be assembled, our online service team can give you details and prices and will be pleased to recommend a home assembly provider so you can arrange this.

We will deliver your goods to the room of your choice provided that our delivery team can gain access to that room.

Quality

Please notify us of obvious defects that are apparent on first inspection of the goods, such as missing parts or damage, within 7 days of delivery and additionally, wherever possible, by describing the defects on the ‘proof of delivery’ document you are asked to sign. For other defects, please notify us as soon as you discover those defects and at the latest within 7 days of delivery.

You agree that we (or our appointed agents) may examine and test any goods that are claimed to be defective to establish whether those defects are our responsibility. Where we need to send the goods away for examination and testing, then you will permit us (or our agents) to collect the goods from you for that purpose.

Where defective goods are exchanged, you must allow us to collect the defective goods from you. Please also note that you may have to wait for replacement goods that are non-stock items or are made-to-order.

For self-assembly goods, it is important that you read the assembly instructions carefully as we cannot accept responsibility for any self-assembly goods that are damaged because instructions were not properly followed.

Where it cannot otherwise be established that we supplied any goods that are claimed to be defective, for example because sewn-in labels have been removed, then we may require you to produce proof of purchase.

When we are satisfied that the goods are faulty you will be offered a replacement or full refund of the original purchase price. Nothing in this section affects your statutory rights as a consumer.

Returns

If you are unhappy with a product for any reason then you must let us know within 7 working days of the day after the date the product is delivered to you.  You must also return it to us within 28 days in perfect condition, in its original packaging and with proof of purchase.

Until the goods are returned to us, you are responsible if the goods are lost, damaged or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation we may have a right of action against you for compensation.

Please note that bespoke furniture, special orders, flat-packed items that have been assembled, made-to-order items and personalised items can only be returned or exchanged if faulty.

Please complete the Exchange & Return Form included with your order and return it with the item.

You will be responsible for the cost of returning the goods to us, and will remain responsible for any and all returned goods until they reach our warehouse. We strongly advise that a proof of postage certificate should be obtained when returning any part of your order. Certificates are available free of charge from the post office.

We can make arrangements for the goods to be collected from you. Please note this will incur a lead-time. Our home delivery company will contact you directly to book this in with you.
If you fail to make the goods available to us for collection within 28 days of cancellation then you will be deemed to have re-ordered the goods at the price you originally paid for them.

For our standard delivery items purchased through our website, you may wish to follow the returns procedure outlined in the delivery note. If the original home delivery was offered for free, a collection fee will be applied if the goods are unwanted. We will let you know the precise amount when we make the collection arrangements for you. If the goods are returned due to a fault or damage then no collection fee will be applied.

Returns and exchanges will be processed as soon as possible after arrival and in any event within no more than 30 days of the day of arrival.

Please note your right to return products does not apply to personalised items and made-to-order items including bespoke furniture. This does not affect your statutory rights.

Refunds

To obtain a refund the goods must be in the same condition in which you received them and you must make the goods available to us for collection. The original packaging must be unopened and undamaged in a resaleable condition.

If you do so we will be happy to refund the original price of the item or send you an exchange. This does not affect your statutory rights.

If you fail to do so we reserve the right to refuse the refund or deduct a charge which will be no more than 30% of the price of the goods from your refund as we will not be able to sell those goods on at full price.

We will only make a refund using the same method of payment originally used by you to pay for your purchase.

Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.

We regret that any postage, packing and insurance incurred in the delivery of the goods to you are direct costs and cannot be refunded.

Credit can be used against your next order, both online and with telephone orders.

Our return address is:

Scarlet and Jones
9 Bridge Street
Pinner
Middlesex
HA5 3HR