On this page, you will find all of our T's & C's & Website Policies
Note: You should read each of the above terms and policy sections before using our website, as the use of our website and webshop should only be done so on the sole basis you agree to our terms, conditions and policies in full. Using our website in any way automatically deems that you agree to these terms and policies, therefore if you do not agree with any of our terms or policies, you should leave this website and refrain from using it in the future.
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Please read this Delivery Policy fully before using this website:
At, The House Surgery Limited, we aim to provide our customers with a fast & reliable delivery service, so that you can get your new products delivered with confidence. Whether you're choosing large pieces of furniture, a whole selection or something small for your home or property, you should be able to order online and have complete confidence that your brand new products are going to arrive safely and well packaged.
1. Covid-19 Updates:
Please see this section on Covid-19 Updates here on our website for the most up to date information relating to changes that may affect your order’s delivery. Please note that whilst we do our best to keep our delivery terms as clear and up to date as possible, during any time of crisis or when things may be different to the norm this can affect the delivery services offered. Delivery services may also be subject to change quickly in line with government announcements and the importance of the safety of everybody. Therefore we ask you to appreciate that our different suppliers and delivery teams may have slightly different protocols for their team’s safety, during this difficult time for all, and general things may change, and you may not always be pre-warned of such changes. So, we kindly ask that you be patient, polite and courteous to our delivery teams and we thank you for your kindness and support during these unusual times, and please rest assured we will strive to do our very best for you always.
2. Where we deliver to.
2.1. We can only deliver within the UK mainland. If you live further afield, we may be able to deliver certain items, but you will need to contact us directly on 0208 222 6667to find out if this is possible.
2.2. We will deliver your products to the address you provide us at the time you place your order. Please check this address given is correct in your confirmation email and let us know as soon as possible if there are any discrepancies with your address or contact number.
2.3. We are unable to Deliver to Scotland and Ireland as standard at this time: Please note if you are based in Scotland or Ireland and some locations at the furthest corners of the country, we do not deliver to these locations as standard at the moment; however, in some cases, we may be able to deliver to you depending on the items you wish to order and the exact location of your delivery address. You will need to contact us by telephone +44 (0)208 222 6667 to see if we can arrange this for you. However, deliveries to these locations may in some cases take up to 30 days longer than our standard lead times quoted, and additional delivery charges may be required.
2.4. Taking your items out of the UK: If once received, you plan on shipping your items out of the UK. Please note, we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third-party carrier.
3. When We Deliver:
3.1. Our delivery services are carried out Monday – Friday during working hours. delivery times may vary if being shipped directly from our different suppliers. More information on delivery times is available in Section 8. Unfortunately, we cannot offer guaranteed weekend deliveries at this time.
4. How We Deliver:
4.1. Postal Courier Services – (Small Items) Generally sent via UPS or Parcel Force, or another similar postal service.
4.2. Standard Delivery – (Furniture Items too large or fragile for the general post) These will be delivered by our various delivery companies, and each one has their own guidelines, you will be advised of delivery beforehand, and items will be delivered to your doorstep or sometimes curbside only.
4.3. White-Glove Delivery – (Delivered, Unpacked and Set-Up, in a room of your choice) This service can be arranged for certain large Items, particularly sofa’s, and other heavy or bulky furniture items.
5. Your Delivery Obligations:
5.1. You must sign for your delivery: Somebody over the age of 16 must be available to receive and sign for your delivery.
5.2. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our team urgently if that is likely to be the case, as further charges will apply for missed deliveries.
5.3. If someone else is appointed to receive your delivery: Please ensure the person at your property has all your order details, in particular, details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods delivered if you have selected a White Glove room of choice service. Unfortunately, we cannot provide refunds for any services refused or miss-instructed at the time of delivery, as these are pre-arranged and paid for in advance.
5.4. Please ensure you or someone you have appointed is home and available to take delivery of your items: it is very important you are available to take delivery of your items when delivery is arranged, particularly for larger furniture items, that have higher delivery costs. As failure for our delivery teams to make your delivery in the case that you are not home or available when they arrive will lead to additional delivery charges being made to re-deliver your items.
a) Please also note, that where multiple items may have been ordered we subsidise the actual delivery costs involved, and failure on your side to be available for a scheduled delivery may result in the 2nd delivery attempt having to be made again but at full cost to you.
b) Please check your doorbell is working on the day of delivery if it is not please ensure you contact us in advance so we may inform the delivery company, or leave a clear note on the door so the delivery team know what has happened and how they can contact you by phone if there is no answer.
5.5. If any of the products are lost or damaged in transit, please let us know promptly by contacting our helpful team on 0208 222 6667. In order to make sure we have all the relevant information please also email us a brief description of the issues and send any accompanying photos to email@example.com
5.6. Products will be your responsibility from the time the courier delivers them to the address you gave us or you collect them from us.
6. Failed Deliveries
6.1. Small Package Postal If an item is posted to you via our postal couriers such as UPS or Parcel Force etc, then more than one delivery may be attempted by the courier.
6.2. Scheduled Furniture Delivery – if we are sending out items of furniture or other heavy goods, you are required to be available to take delivery. If you are not available, and we need to re-book delivery this will be re-booked, but you will need to pay the actual cost of delivery.
Please note: We subsidise your initial delivery costs quite heavily in your favour, and because of this we are only able to subsidise this the once. Therefore, if you miss or are not home to take a scheduled delivery and it is subsequently sent back to us, re-delivery will be arranged for you, but this time it will be charged to you, at its actual cost to us.
7. Delivery Charges
7.1. We have compiled a Table of Actual Charges by Our Suppliers – Please note, for the delivery of multiple items, some companies add a smaller additional amount per additional item. For example, we may be charged, £40 for the first item, and £15 per additional item after that, this varies from supplier to supplier. Some charge just once and some charge for additional items, our supplier’s charges are listed below.
a) TABLE OF CHARGES TO US:
8. Delivery Times
8.1. We deliver Monday to Friday during the working hours of 9:00 am – 6:00 pm. Some of our delivery companies may deliver outside of these days and times, but we cannot guarantee this, and you will be informed beforehand if this is the case.
8.2. Environmental Care & Help: Due to our care and commitment to the environment, if we are sending your delivery out from our own warehouse, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Please note that if you choose to split your order in this way, in this case, the second delivery may incur an additional delivery charge. Please contact us on 0208 222 6667 for further details. For more great information on ways that we can all help the environment please see our ‘Care for Our Beautiful Planet’ page.
8.3. Many of our items are delivered directly from supplier. Where items are delivered directly from our suppliers, your items may be delivered in stages and at different times, dependant on the specific items, their individual lead times, their stock availability, and the different supplier lead times. You will be advised of delivery times.
8.4. Standard Products Delivery times: We aim to deliver products to you as soon as reasonably possible after the day on which we accept your order, (Item dependant) this is usually between 3 – 15 days and within 30 days from order. Most of our products state estimated delivery times within the actual product page, however, if this is not shown you may contact us to gain an estimate of this information. Out of stock items may take longer and we can give you updates on individual items and when they are due back in stock if required. If you are not happy to wait, please contact us, to cancel the order, subject to the T’s & C’s of the item ordered.
8.5. Bespoke Products Delivery Times: Bespoke, special order, or made to order products will undoubtedly take longer than standard delivery products, and the actual times will depend on the individual product and supplier, for example, some bespoke art may take up to 10 days, and some sofas or other specialist items may take up to 12 weeks; we will estimated lead times for bespoke and special order items at the time of order. However, please note these estimated times cannot be fully guaranteed as other factors may be present, such as components chosen for the item being out of stock, like your fabric choice for example. In this unlikely event, we will always try to keep you informed of any delays beyond our control, and we may be able to offer an alternative option if necessary. Bespoke items once in production cannot be cancelled due to delivery delays outside of our control, however, if the delay is substantial, we may be able to offer compensation in the way of money off in some instances.
9. Delayed Deliveries;
9.01 If a standard product is unavailable from stock or our supply of the products is delayed by an event outside our control (i.e. a delay from our suppliers, their suppliers or adverse weather conditions) then we will contact you as soon as possible to let you know what is happening and will do our best to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event. however, if there is a risk of a substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. (Except in the case of Bespoke or made to order items). In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract if we deem this necessary, if we do this, we will inform you of this and we will refund you in full for any money you have paid for the cancelled product.
10. Preparing for Your Delivery
10.1. Do your furniture items fit: Before placing your order, please check that the items of furniture will fit through any front doors, passageways, stairwells, around corners, landings and internal doorways on the way to the destination room. If you live in an apartment with a lift, please also measure the lift fully, and ensure the lift is in working order on the day of your delivery. You are responsible for ensuring your delivered items will fit into your home, so please check potential problem areas carefully. you can read our “How to Measure Guides” page for more information or contact our team on 0208 222 6667 if you are unsure of anything. If items are found not to fit on delivery, this is your responsibility, so please be careful to check thoroughly.
10.2. We do not remove windows or doors, to get furniture into your property, so if this is the only way in, please ensure you have arranged this with your own professional team prior to our delivery taking place, and always liaise with us if you know this will need to be the case, so we can do our best to ensure there are no issues with the planned delivery, and inform the carrier of this beforehand so everyone is prepared and all goes as smoothly as possible.
10.3. Doorstep Delivery: some of our suppliers offer doorstep delivery only, this means the delivery team will not deliver into your home. This means the items will be delivered up to your external doorstep only, and you will need to arrange for the items to be brought into your home yourself. If you have ordered larger items that only deliver to the doorstep, we recommend having someone with you on the day of delivery to help you get these items into your home and their desired locations.
10.4. Curb-Side Delivery: some of our suppliers only offer curbside delivery. This means items will be delivered to the curbside only outside your property or as close as can be gotten to the front of your property. These items may be on a pallet and will not be unpacked for you. You will need to arrange for these items to be brought into your home yourself. If you have ordered larger items that only deliver to the curbside, we strongly recommend having someone with you on the day of delivery to help you get these items into your home.
10.5. White-Glove Delivery: some of our suppliers offer delivery into your home and a room of your choice, items unpacked and put together and packaging removed (this may be dependent on floor level) If this service has been arranged, please ensure the space in your room of choice is ready for the delivery to take place, as our delivery teams will not be able to wait whilst you do this. If our team cannot deliver to the space required because you are not ready, they will deliver to where they can safely do so. No refunds will be given if our team are unable to carry out this service due to you not having prepared. Please see the section below on preparing for an In-home delivery to ensure you are fully ready.
10.6. Preparing for White Glove delivery into your home:
a) Please ensure you cover any carpets, flooring or furniture and remove pictures, ornaments and valuables or furniture items that may prevent a clear passage, from the delivery area and the route into it through your property.
b) Remove any ornaments or items that may get knocked or damaged by passing through with bulky items.
c) Please ensure the space you wish your furniture item to be placed in is clear and ready for the piece of furniture. Our delivery team can not clear spaces for you. If the space is not clear before they arrive, they will have to leave the item in an alternative available spot, they will not be able to wait whilst you clear the space.
d) Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover whilst delivering the products.
e) If our delivery team feel an access area is too tight and it is inevitable that damage may occur to your property if they try to fit the furniture the through, they may refuse to take this piece to the location you wish without you signing a waiver of damage form, or you signing the delivery sheet to say you exempt them from any damages that may be caused.
f) Please note a delivery team may still refuse certain item placements if they feel it is not safe for them to carry this out or for another valid reason.
10.7. Delivery into your home: Please note there will be restrictions as to how many flights of stairs the delivery team can deliver up to, most companies are one flight of stairs only.
10.8. Delivery Restrictions In Your Area: Our deliveries are sometimes carried out by 7.5 or 3.5 tone trucks, Therefore, if you know of any vehicle height or size restrictions which may hinder or prevent such a delivery; we ask that you detail this information clearly in the special instructions section, during the order confirmation process. This information will help our drivers deliver successfully and will ensure the driver has safe access to the premises from the Main Roads. Missed deliveries may result in charges if this information is not shared, Therefore, if there is any information that you feel would benefit our delivery teams and you have not already disclosed this at the checkout, please give us a call immediately and we will update your order accordingly.
11. Does your item fit into your property?
11.1. Checking that large or bulky items will fit into your property before you order them is extremely important! We cannot take any responsibility for items ordered that do not fit, so you need to check this carefully before ordering large items for your home. We have prepared some helpful ‘How to Measure Guides’ to help you with this.
11.2. When ordering large items, you need to assess the access route into your property at every entry point the piece of furniture needs to fit through, so areas such as door openings, lifts, stairways, corners and corridors are all very important. Ceiling heights in case the item needs to be tilted on its end to be turned etc. Also, you need to consider other restrictions such as radiators, or obstructions that cannot be moved such as jutting out walls, sloped or lowered ceiling heights on stairs etc. Always check carefully to make sure your items will fit before ordering them as these can be costly mistakes to make.
11.3. For further information or if you are unsure please contact our team and we will do our best to help and advise you, on the best way forwards. We make every effort to give as much information as possible in respect of weight and size of our products on each product page within our shop, and you can read our “How to Measure” pages for more information or contact our team on 0208 222 6667 if you are unsure.
12. Receiving Your Delivery
12.1. When your delivery arrives, check it carefully, check the box and make sure it is not damaged in any way. If the box is damaged, please inform the carrier, and note this on the delivery note. Please take photos on the day and send them to us at firstname.lastname@example.org detailing the damage to the packaging in case you need to report a damaged product for exchange.
12.2. Opening your product: you should always unpack your items carefully so as not to rip or damage the boxes or packaging. Open boxes along their sealed lines carefully so that they may be sealed again and look as new in the event of needing to send them back for replacement or refund. This is very important, as we do not accept returns where the packaging is not in perfect condition.
12.3. If your product is damaged when it arrives, we will replace it free of charge or offer you a refund or we may offer the option of money off if we cannot replace the item. However, please note, it is your responsibility to ensure you check your products for damages on receipt of delivery; Once received you should open your package and check it for damages straight away. Take photos of the damaged item if applicable and its packaging and send these to us at email@example.com within 24 hours for full information on returns please read our Returns Policy
12.4. You must report damages to us within 24 hours of receiving the item. If damages are reported later than 24 - 48 hours, we are not liable to make an exchange or refund. As we have no way of knowing when this damage occurred and we, in turn, need to report damages to our suppliers within a set time frame.
12.5. If the packaging is damaged on delivery, please ensure you write this on the delivery paperwork or report this to us by email straight away. Failure to report the damage on delivery may mean we cannot claim these damages back to the carrier, and thus may mean we are unable to exchange or refund your item or there is a cost incurred.
12.6. If your product is faulty, we will replace it for you free of charge or refund you if we cannot replace the item. Please check your item for obvious faults when it arrives and report them to us as soon as possible, if a fault develops later and is not as a result of misuse, or general wear and tear then we will need details and photos so as we can address it with the supplier. In most cases, suppliers offer a guarantee. So please ensure you keep your proof of purchase.
12.7. If you move an item from the address where we delivered it to; any items moved from the address we delivered them to, will immediately become exempt from our refund and exchange policy and we will be unable to offer an exchange or refund. As in this case, damage may have been caused in transit by your third-party carriers. Therefore, you are strongly advised to open and check your item for any damages before moving it.
12.8. Products purchased will be your responsibility from the moment they are collected from us or delivered to you.
13. Returning Your Items:
13.1. Please see our full 'Returns Policy' for all relevant information on returning your items to us should you need to.
We take no responsibility for printing errors in this Policy.
If any provision in these Policy Terms is deemed invalid under any law the provision will be limited, narrowed, construed or altered as necessary to render it valid but only to the extent necessary to achieve such validity. If necessary, the invalid provision will be deleted from these terms and conditions and the remaining provisions will remain in full force and effect.
This Delivery Policy forms part of our Shop T's & C's together with our Returns Policy.
Please check back frequently to see any updates or changes to our Delivery Policy.
We hope you encounter a happy and reliable delivery experience whilst shopping with us and if you have any further questions please don’t hesitate to contact us by telephone on; +44 (0) 208 222 6667 or by email at firstname.lastname@example.org
Director of The House Surgery Ltd