DELIVERY AND REFUNDS POLICY
1. ARRANGING DELIVERY OF YOUR PURCHASE
2. DELIVERY AREAS
2.1 Out of Area Surcharges
2.2 Special Delivery Service
2.3 International Deliveries
3. DELIVERY METHODS
4. TAKING DELIVERY OF YOUR GOODS
5. FAULTY GOODS
6. CANCELLATION AND RETURNS
7. AMENDING YOUR ORDER
8. CHANGING THE DELIVERY DATE
Please read this Delivery and Refunds policy in conjunction with our Terms and Conditions in full before you order. These terms and conditions are in addition to and do not affect your statutory rights.
1. ARRANGING DELIVERY OF YOUR PURCHASE
Once we have received your order we will normally contact you during the next working day (Monday to Friday) by email or by telephone, advising you of a planned delivery date. You will be invited to choose the date and time slot that suits you best based on your delivery address.
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 Customerservices@rattandirect.co.uk quoting your sales order number.
Most of our furniture is delivered using a premium two-man delivery service. This normally includes placing your purchase in the room of your choice and helping you unpack it to check all is well. 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 is usually free, but there are some exceptions such as the Highlands and Islands, international deliveries, and special delivery options such as express or weekend delivery which you can read about below.
We may use different delivery services depending on the size of your purchase and the area you live.
Our delivery methods may include the following:
• Premium Two-man delivery – this excellent service is used for most of our furniture deliveries
• One-man delivery – for suitable items, or in the unlikely event that two-man delivery is unavailable
• Parcels delivery - for small to medium sized items
• Pallet delivery – we avoid the use of pallet deliveries, but may need to arrange this method under certain circumstances.
If the item you would like is not currently in stock but is available soon, an 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 up-date.
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, whilst 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.
2. DELIVERY AREAS
2.1 Out of Area Delivery Surcharge
Our free delivery area covers most of Great Britain. For our customers who live further afield, we normally apply a £100 surcharge per set to your order at checkout.
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 non-mainland UK please note that you will be liable to pay the surcharge by telephone after completing your order.
The areas this surcharge applies to are:
• Scottish Highlands
• Scottish Offshore Islands
• Northern Ireland
• Isle Of Man
• Isle Of Wight
• Republic of Ireland
• Channel Islands
2.2 Special Delivery Service (Express/Weekend at additional cost)
We may be able to arrange a timed express delivery to make sure you receive your order even more quickly. If you require this service, please email customer firstname.lastname@example.org’s with the subject line ‘Express Delivery’ to arrange a delivery schedule and quote for the additional cost.
Saturday & Sunday deliveries are sometimes available, however this is dependent on whether the courier is available to deliver in your area. We will try to accommodate your request, but cannot make any guarantees. When you receive your order acknowledgement and delivery slot, please reply to email@example.com if you wish to have a Saturday/Sunday delivery. An additional surcharge does apply.
2.3 International deliveries
We can deliver to mainland Europe and Worldwide by special arrangement. Please email us at firstname.lastname@example.org stating the item(s) you wish to order and the full delivery address us and we will be happy to inform you of your options and/or offer a shipping estimate.
The invoice price charged to overseas customers will be in pounds sterling, and subject to the exchange rate applied by the your credit or debit card company. International sales and deliveries will be subject to different terms and conditions for various reasons, such as warranties and logistics.
Deliveries outside the United Kingdom will also be liable for any customs/import duty, quotas, permits, product restrictions and other local requirements. These charges must be paid by the recipient of the parcel. Customs policies vary widely from country to country, therefore you are advised to check the latest applicable local requirements in your country before placing an order. Rattan Direct Ltd can in no way be held responsible for any charges incurred.
If you request delivery to another EU Member State or a country outside the EU, you will own the furniture when it is delivered to the third party shipping providers' premises, and you will be liable for any loss or damage from this point.
4 TAKING DELIVERY OF YOUR GOODS
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 goods 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 goods or affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund. Please read further details about faulty goods below.
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; restricted access within the property to the intended delivery location. Such factors may require alternative delivery methods for which there may be an additional charge.
Delivery may be refused by the courier and/or by us if there are any health and safety issues or if there is danger of damage to your property. If we accidentally damage goods in the course of delivery, our liability for that damage is limited to the repair, replacement or refund of the goods 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 .
5 FAULTY GOODS
If your goods are faulty you are entitled to claim a repair or replacement of the goods or any affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.
If you refuse delivery, please notify us so that we can expect the return shipment.
If you later discover any defects not caused since delivery, you should notify Rattan Direct Limited immediately, including photographs and a written description of the defect/s, either by email to: email@example.com using the subject line: Defective return ; or by post to our head office address. Please state your name, order number and post code in any correspondence. We reserve the right to request images or inspect any reported issues and remedy on site in compliance with your statutory rights. Once delivery has taken place, we may be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.
6 CANCELLATION AND RETURNS
If your goods have not been custom made to your specification and/or you have not examined the product in one of our showrooms prior to purchase, you have the right to cancel your order from the time you place your order up to 14 days from the date of delivery. Simply notify us of your wish to cancel by email to firstname.lastname@example.org with the subject line: Cancellation.
If you wish to return the goods to us after delivery has been made it, is your responsibility to return the items to our central delivery point at our head office address in a good saleable condition and at your own cost, no later than 14 days from the day on which you communicate your cancellation. Our head office address is Rattan Direct Ltd, Bentinck Mill, Bentinck Street, Farnworth BL4 7EP.
Rattan Direct Limited recognise that many customers do not have the means to return very large items, and will arrange collection during normal business hours (Monday to Friday) if requested. A charge will be made to cover the cost of collecting the item(s). This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.
You are responsible for the goods once they have been delivered to the address you gave, and you are liable for any subsequent loss or damage. A deduction will be made if the value of the goods has been reduced, for example as a result of you handling the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods), assembling the goods, using the goods, or damage caused during return transit by you or a third party, or as a consequence of inadequate re-packaging. Additionally, a charge may be made to replace any missing or damaged original packaging.
Following cancellation of your order any monies will be refunded by the method you used to pay us where possible, and usually within 14 days of our receipt of the returned goods at our head-office address, or within 14 days of you providing evidence of having returned the goods, whichever is sooner. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.
7 AMENDING YOUR ORDER
If you amend or change your order you may find there are changes to your delivery timetable and/or 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.
8 CHANGING THE DELIVERY DATE
It may be possible to change a planned delivery date if we are given at least 24 hours’ notice prior to 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 a re-arrangement charge of £50 may apply.