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How do deliveries work? Will I be contacted first?

Will I be contacted before delivery?

We understand that you don't want to be waiting in all day for a delivery. We will let you know once your order has been dispatched, and all of our chosen delivery partners will proactively contact you before delivery takes place, either by phone, SMS or email.

Please keep an eye out for your order confirmation email (emailed to you automatically after placing an order via our website) and your dispatch email (emailed to you automatically after your order has been dispatched). 

  • Small (S) or Medium (M) deliveries are handled by DHL Parcel UK or DPD (unless indicated as ‘delivered direct from our supplier’). DHL Parcel UK and DPD will provide SMS/email delivery updates, including (in most cases) a 1-hour time slot on the day of delivery.

  • Large (L), Extra Large (XL) or palletised deliveries are handled by our specialist delivery partners: Abby Logistics, Scolliams or Pallex (unless indicated as ‘delivered direct from our supplier’).
  • Deliveries marked as ‘delivered direct from our supplier’ will be sent to you by selected brand partners and delivered by their own choice of courier. In most cases they will provide an email, SMS or telephone update on delivery progress.

If you're unsure whether your delivery is small, medium, large or extra large, you can contact your team or read our article here.


Important info for large / fragile deliveries

  • Large (L), Extra Large (XL) or palletised deliveries are handled by our specialist delivery partners: Abby Logistics, Scolliams or Pallex (unless indicated as ‘delivered direct from our supplier’).
  • We will email you to let you know when your order has been dispatched.
  • Next day deliveries will generally be attempted on the next working day after dispatch. Depending on the delivery partner, you will receive either a 2-hour delivery time slot by email/SMS the evening before; or a call, email or SMS approximately 1 hour prior to delivery on the day itself.
  • Standard deliveries will typically take place between 1 and 3 working days following our dispatch notification. The delivery partner will contact you via SMS, email or telephone the day/evening prior to delivery, and in most cases will be able to indicate an approximate time slot, or offer an alternative delivery day if unsuitable. There is no need to contact us unless it has been more than 3 working days since your dispatch email, as the delivery partner will not contact you until your order has been routed on the day/evening prior to delivery. If the day or time slot communicated to you at this point is unsuitable, you will be able to reply to the delivery partner directly and arrange an alternative.
  • Deliveries are made to the outside of your property, as close as possible to the front door. Our delivery partners are unable to carry your items inside your house. We recommend ensuring you have sufficient help at hand to inspect and carry in your items.
  • If you notice an issue with your items whilst the delivery is being made, please indicate this to the delivery driver and on any paperwork, and contact us as soon as possible. You may reject the delivery or accept it - either way we will put things right.
  • We reserve the right to charge a redelivery fee reflective of any additional costs we incur if you are not present to receive a delivery after having booked or confirmed a delivery slot.

Important info for all deliveries

  • Please inspect your delivery as soon as possible, and in the rare event of any delivery-related damage or missing items, please notify us within 2 working days.
  • Where appropriate, we may place smaller items within the boxes of larger ones. Please inspect your delivery thoroughly before reporting any shortfalls. We scan every item before it leaves us, so it’s rare for an item to be missing completely. 
  • Please retain any packaging in case you would like to return your items to us. We may be unable to accept returns where product packaging is missing or heavily marked/damaged. If your order is delivered on a wooden pallet, the driver will be unable to take the pallet away. If you are unable to dispose or make use of the pallet, most areas have local firms that will collect them from you for free.
  • If for any reason we are unable to meet the delivery timescales set out to you, we will aim to contact you as soon as possible.
  • We recommend that you do not book tradespeople until your order has arrived. We take great care to provide accurate delivery information but on occasion delays may occur. We are unable to compensate you for costs resulting from delivery delays.
  • Please carefully inspect your products prior to installing them. We are unable to offer a refund or exchange for items once they have been installed (unless faulty), nor can we compensate you for installation costs resulting from errors with product specifications or information provided on our website. Please make sure you are happy with what you are installing prior to handing it to your installer.

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