10 Day Delivery:

Order anytime on in-stock items and receive your order within 10 working days. This option only applies to specified mainland UK postcodes and in-stock items only. Excludes postcodes which incur a delivery surcharge. Excludes international orders.

We're pleased to offer our customers an exciting new option for weekend delivery! We've decided to provide Saturday and Sunday delivery an additional £20. Whether you have a special event or just prefer to receive your orders on the weekend, we've got you covered. With this new option, you can trust that we're committed to meeting your needs and providing you with the best possible service. So go ahead and take advantage of our weekend delivery option. This option is applicable to all region including UK Highlands, Islands and Northern Ireland.

Once we have received your order, we will typically contact you during the next working day (Monday to Friday) by email, advising you of a planned delivery date.

We will endeavour to keep you updated with the status of your order every step of the way from placement through to delivery. If you have any queries regarding your order, please feel free to email us at Sales@rattandirect.co.uk quoting your sales order number.

Most of our furniture is delivered using a premium one-person delivery service. Ensuring all your products have arrived with you, you can then sign for delivery knowing you have received your product in good order.

We will always do our best to arrange delivery of in-stock items on a day of your choice within 5 working days of taking your order, subject to stock, courier area and availability.

Delivery to the address you have given us usually incurs a small surcharge, but there are some exceptions so you could be given additional charges depending on your postcode. International deliveries and weekend deliveries may be available, but please email Sales@rattandirect.co.uk to confirm.

We may use different delivery services depending on the size of your purchase and the area you live in.

Our delivery methods may include the following:

• One-person delivery – is used for most of our orders for items that are small to medium-sized

• Premium Two-man delivery – this service is used for larger sets to ensure your products arrive in perfect condition

• Royal Mail Delivery - for small to medium-sized pieces

• Pallet delivery – we only use our pallet delivery service for overseas deliveries

If the item you would like is not currently in stock but is available soon, the estimated lead time will be stated when you place your order, and the item will be reserved for you.

Where any delay occurs, we will notify you by email at the earliest opportunity. Lead times quoted are given in good faith, based on the best available information we have at the time.

If we are out of stock of an item and no estimated lead time has been stated, please contact our Customer Service team for an availability update.

Special Order items are made to order (e.g. our indoor natural rattan corner suites). The lead time for special order items will be indicated individually, and delivery arranged accordingly.

Please note, while every effort is made to ensure that the estimated delivery date on your order confirmation is accurate, on rare occasions your delivery may be delayed due to circumstances beyond our control.

We understand that our customers in the UK Highlands and Islands, including Northern Ireland, may incur additional delivery costs due to their location, and we're committed to providing you with the best possible service. That's why we offer a personalised Out of Area Delivery Surcharge that starts at £65. We've done our research and considered the distance and logistics required to deliver your items safely and securely to your door. At checkout, your delivery cost will be calculated accurately and transparently, so you know exactly what to expect.

Please note that orders to these delivery areas may take longer to reach you. Should the incorrect delivery region be selected for delivery to highland or the non-mainland UK, please note that you will be liable to pay the surcharge by telephone after completing your order.

If your postcode contains the following, you will incur a surcharge during the checkout process:

Scottish Lower, Highlands and Offshore Islands

AB 10-16, 21-25, 30-39, 41-45, 51-56

DD (ALL)

DG (ALL)

EH 1-55

FK (ALL)

G 1-6, 11-15, 20-23, 31-34, 40-46, 51-53, 60-69, 71-78, 81-84

HS (ALL)

IV 1-28, 30-32, 36, 40-49, 51-55

KA (ALL)

KW (ALL)

KY 1-16

ML (ALL)

PA 1-78

PH 1-3, 5-26, 30-44, 49-50

TD (ALL)

ZE

Isle of Wight

PO 31-41

Northern Ireland

BT (ALL)

Channel Islands

GY (ALL)

JE 1-4

Isle of Man

IM 1-9, 99

*Please note, some areas of Scotland that don't fall into Highlands or Offshore still incur an additional surcharge. This will be specified on checkout.

Your delivery will be completed when we deliver the goods to the address you gave us. On delivery, the Delivery Record must be signed by either you or your nominated representative. Please ensure that you check your goods are correct and free from damage, and recording any discrepancies, damage, or missing items on the Delivery Record. Any packaging should be opened carefully and kept in case you need to return the goods. If the packaging has been damaged, but your products are undamaged, write “packaging damaged” on the delivery record, and we will provide replacement packaging at no extra charge should you require it.

If no one is available at the address you gave us to take delivery, the courier may leave a note with information about how to rearrange delivery and/or may take a photograph to confirm the address to which delivery was made. Re-delivery charges will be calculated according to the number of items to be delivered, availability of a delivery vehicle, your location and complexity of the delivery – this is usually around £50 for larger items. In these circumstances, re-delivery will not take place until any additional charges have been paid.

Please note cushions may be packed under the furniture frames and are delivered sealed in clear plastic wrapping that will allow for inspection. Any cushions that have been unsealed will be deemed as having been used. Therefore, they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

If your goods are faulty, you are entitled to claim a repair or replacement of the products or affected parts. If you have not used the goods, and they were damaged when delivered, you may be entitled to a full refund.

It is your responsibility to advise us at the time of ordering of difficulties that may be encountered when delivering the goods to your property.

Although we try to be as accurate as possible, product measurements specified by us are always approximate.

Before placing an order please consider if access can be gained easily for delivery e.g. are the doors wide enough, are there any awkward stairs, lift or passages, or are there factors that may prevent us from completing a standard delivery: red routes and parking restrictions; delivery vehicle size restrictions; restricted access into property due to the size of the ground floor entrance; limited access within the property to the intended delivery location. Such factors may require alternative delivery methods for which there may be an additional charge.

The courier may refuse delivery and by us if there are any health and safety issues or if there is a danger of damage to your property. If we accidentally damage goods during delivery, our liability for that damage is limited to the repair, replacement or refund of the products delivered or the value of the goods. We do not pay compensation beyond these limits.

If you are not available to take delivery at the prearranged time, or the item(s) will not fit through the access points to your property, or you refuse delivery, Rattan Direct Ltd reserves the right to charge you a restocking fee of £70.00.

We offer international delivery services upon request. To learn more about our personalised order options, please contact our sales team and they'll be happy to help you. 

If there is a problem with an item upon delivery, please get in touch with us by calling 0800 088 3333 or clicking here to send us a message at your earliest convenience. Please provide as much information as possible, including photographs of the item and packaging. We will make every effort to resolve the issue as quickly as possible for you.

All goods purchased from Rattan direct are normally covered by our manufacturer's guarantee, which, generally speaking, covers manufacturing faults and defects, including poor workmanship. We do sell some items from other providers and guarantee information should be sought from the manufacturer.

If you believe a product has developed a fault that it shouldn’t through fair usage please see our faulty goods policy in our T&C’s here

The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with our Customer Service Team by calling 0800 088 3333 or clicking here to send us a message. We will make every effort to resolve the issue as quickly as possible for you.

Cancellation Rights

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, in most cases, you have the right to cancel your contract within 14 days from delivery and get a full refund without giving any reason. This right does not apply to any customised or personalised goods purchased through our website. To exercise this right please contact us by calling 0800 088 3333 or clicking here to send us a message prior to the expiry of the cancellation rights period. The order must be returned to Rattan Direct within 14 days of contacting us and return postage must be covered by the purchaser.

If you cancel your contract, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we received back from you any goods supplied; or
• (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
• if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

Rattan Direct is a retailer, not a wholesaler. As such, we reserve the right to cancel excessive orders of individual products without notice.

Returns Rights

If you receive an order and find the item just isn’t right for you, don’t worry, goods can be returned for a refund within 30 days from the date of purchase, as outlined in our Returns Policy here.

The Consumer Rights Act 2015 states goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, you are entitled to the following:

• up to 30 days: if your goods are faulty, then you can get a refund;
• up to 6 months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;
• up to 6 years: if the goods do not last a reasonable length of time, and it can be proven that the fault existed at the time of purchase, you may be entitled to some money back proportionate to the level of use of the item.

This is a summary of some of your key rights. For detailed information from Citizens Advice, click here.

Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

Please contact us if you want:

• us to repair the goods;
• us to replace the goods;
• a price reduction; or
• to reject the goods and get a refund.

For more information on how to return an order, click here.

If we send items free of charge as a goodwill gesture, we will not accept a return or refund on these.

Any Special Order items made to a customer's own specifications will not be refunded unless they are proven to be faulty.

If you modify or change your order, you may find there are changes to your delivery timetable and the price you pay for the item (you will be charged the current selling price on the day you amend your order). Any changes to your order must be notified to us in writing (by email). Please note, it may be necessary to cancel your original order and create a new order.

It may be possible to change a planned delivery date if we are given at least 24 hours’ notice before dispatch from our warehouse.

However, it is not possible to make a change if the goods have already been picked and dispatched to a courier depot in advance of delivery.

If you postpone your delivery within 5 days of the agreed date re-arrangement charges of £50 may apply.