Delivery & Returns Information

Delivery

 Delivery ClassCostTiming
Standard Items Delivery  £5.95

Delivery to mainland UK will be made up to 2 working days after order placement (Mon to Fri) unless the delivery timer on the product page states otherwise i.e. pre-order items. 

Our carrier (normally DPD) will contact you directly via sms within 1-2 working day of your order placement to advise the delivery time slot and tracking information. 

NB: For pre-order items you will be contacted 2 days prior to delivery.

Fragile Items Delivery  £14.95

Delivery to mainland UK will be made up to 8 working days from the date of order (Mon to Fri) unless the delivery timer on the product page states otherwise i.e. pre order items.

Our carrier will contact you directly via sms / email within 5 working days of your order placement to arrange the delivery day. 

NB: For pre order items you will be contacted 5 days prior to delivery.

Heavy Furniture Delivery  £24.95

Delivery to mainland UK will be made up to 12 working days after order placement (Mon to Fri) unless the delivery timer on the product page states otherwise i.e. pre-order items.

Our carrier will contact you directly via sms / email within 5 working days of your order placement to arrange the delivery day. 

NB: For pre-order items you will be contacted 5 days prior to delivery.

For fragile and heavy items please allow up to 14 working days for Cornwall, Devon, Scotland and Wales                                       

Due to carrier restrictions beyond our control we are unable to deliver outside of the mainland UK or to the following postcodes:

AB, FK, HS, IV, KW, PA & PH

We apologise for any inconvenience this may cause.

NB: If you order multiple items only one delivery charge will be added to the total order and this will be the highest individual unit delivery amount of the items ordered.


Delivery and Returns Policy for Standard and Fragile Items:

If you have ordered a standard of fragile item (indicated by the £5.95 or £14.95 delivery charge) Our carrier will attempt delivery twice and leave a calling card if no one is home to sign for the delivery. You can contact them directly using the details on the calling card. Should you not respond to the calling card within 5 days, the goods will be returned to us and a re-delivery charge may be applicable!

If you find your item unsuitable or you’re not entirely satisfied please notify us by e-mail of your intention to return the product(s). Then simply Download a returns form here and enclose it with your product(s) to us unused, in resalable condition including the original packaging. You will be entitled to a refund or replacement if returned products together with a completed returns form reach us within 14 days of receipt. For all items we are unable to accept returns after the 14 day period expires.

For unwanted items the customer is responsible for the cost of returns and we recommend that you pack the product(s) sufficiently and use an insured registered delivery company as we cannot accept liability for goods lost or damaged in transit. Failure to do so may result in us not being able to refund you.

If the delivered item does not match your order, is damaged or incorrectly supplied, please contact us via email  within 72 hours days to discuss a refund, repair or replacement. We will ask you to send us a photo of any damage for our records to assist us in taking appropriate action. Upon confirmation we will arrange for collection of the item by our courier, who will advise you of a proposed collection date. We will require you to take care of the item after you have taken delivery of it until it is collected, as it might be necessary to return it to the manufacturer. Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return. Once received, the items will be checked and our customer services will contact you to discuss a possible replacement or full refund. We are unable to give refunds for damaged items not notified within 72 hours.

Delivery and Returns Policy for Heavy Furniture Items:

If you have ordered a heavy furniture item (indicated by the £24.95 delivery charge) it is your responsibility (or that of any representative you appoint to accept your delivery) to ensure you check your items on delivery. Our carriers are happy to un-pack heavy furniture items upon request.

If you decide to return the product(s) due to a change of mind after delivery has been booked a £24.95 return charge will be deducted from the refund value. should you decide to return your item(s) after delivery has been accepted due to a change of mind a £49 collection charge will be deducted from any refund or exchange value. NB: If you are in any doubt about your purchase please ensure that you request to keep all original packaging from the delivery crew as we are unable to collect any heavy furniture items without the original packaging and customers would need to make their own return arrangements. For all items we are unable to accept returns after the 14 day period expires.

If the delivery is unsuccessful (for instance, you are not at the place of delivery at the agreed time) a re-delivery charge will be levied and should you need to cancel your delivery, we do need 48 hours notice to avoid additional charges being applied.

Once Heavy furniture item(s) are signed and accepted from our carriers Atkin and Thyme can take no responsibility for any subsequently reported damage. 

It is your responsibility to ensure that before ordering the items will fit into your home. Please consider doors, corridors, staircases and that you have space to turn.

NB: If you have ordered a simple assembly item our carriers will not be responsible for assembly.

If you require more information on our delivery service please contact us at [email protected]