Delivery & Collection Service & Charges

DELIVERY AND COLLECTION POLICY & CHARGES

COVID-19 7th AUGUST UPDATE - The safety of our customers and staff is our number one priority during these uncertain times and we would like to reassure our customers that we have put extra steps in place to try and mitigate as much risk as possible.  All of our staff have been briefed on personal hygiene and the importance of washing and sanitising hands regularly throughout the day.

Showrooms - Our Uttoxeter, Staffordshire showroom at ST14 8AX and our Dartford, Kent showroom at DA1 1DN are now open again with a strict zero contact policy with a maximum of 3 customers in the showroom at any one time. Can face masks be worn by all visitors please in line with government guidance.

Online - We are fully operational online 24 / 7 and our sales, customer services and delivery planning teams are still on hand to answer any questions or queries via telephone, email or live chat.  We have allocated extra resources to our sales team which are now available for telephone, live chat and email from 9am to 9pm 7 days a week.  Please view our Contact Us page.

Deliveries - Our delivery teams are still undertaking zero contact doorstep or hallway deliveries with extra precautions in place to safeguard our customers and staff.  All delivery team members are being supplied with surgical grade medical gloves and surgical grade grade face masks.  We will not require a signature for delivery and all deliveries will be electronically logged in our vehicle tracking systems.  We can no longer deliver to bedrooms or other rooms of choice unfortunately and will only drop goods within 4 metres of a doorway.  If you require a bedroom delivery we can delay your delivery and reschedule at a later date.

For customers placing orders with a mixture of in stock and pre order type products we can only offer a single free delivery service when everything is ready for shipping to you together.  We are unable to split orders to be delivered on different dates until further notice.

If you are self isolating then we will still offer you a doorstep type of delivery service without entering your home or we will happily rearrange delivery for a later date.

We will not longer be able to complete any furniture assemblies that were purchased along with furniture orders and any payments for these will cancelled and refunded.

Collections / Swaps - We have taken the decision to suspend all new customer furniture collections or swaps until further notice.

Our delivery team will make contact with you via telephone within an hour of delivery and we are more than happy to discuss any customer specific requirements as we understand that some of our customers may be self-isolating. We are encouraging social distancing where it is practical within our delivery service so please keep a minimum distance of 2 metres between yourself and our staff during the delivery process into your home.  We will endeavour to deliver your furniture to a hallway area without coming into close direct contact with you as long as you are happy for us to do so.  We will happily deliver your furniture into a garage, shed or other outside building of your choice or any other location that is viable and safe for our delivery team including leaving items on your doorstep with your consent.

We thank you for your understanding during these difficult times.

FREE 2 MAN DELIVERY is available to most standard postcodes but charges may apply to more remote areas.  Delivery timescales are quoted within 15 business days but over 80% of customers get delivery within 10 days and you will be called by a member of our transport team to schedule in the delivery day with you.  We use our own staff and vehicles for most of our deliveries to ensure that your furniture gets handles with the care and attention that it deserves. We will try our best to accommodate more urgent delivery requests where possible but this will depend on your postcode and time of the year.

Some smaller items are available with a 48hr EXPRESS DELIVERY SERVICE which can be selected on the checkout page. This is a 2 business day delivery service.  This express service is limited to smaller items such as dining chairs, stools, benches and smaller sideboards, TV unit and coffee tables and other less bulky items under approx 30kg per box.  We charge a very reasonable charge of £9.99 for the first box and £5.00 for additional boxes.  Charges will be higher for remote Scotland, Islands, Ireland and any other none standard postcodes. Please call / email or live chat for more details or to check if a product is suitable for express delivery but many items are now enabled on the checkout for express delivery.

Note: We reserve the right to charge a minimum of £30 towards the cost of a failed delivery. For customers using our free delivery service, if you are unable to accept the delivery date that our delivery team plans for you or if you wish to change the delivery date after it has already been confirmed and agreed then there will be a £30 charge for choosing a different delivery date. The cost of running a 2 man delivery service with our own vehicles and staff is significant so if we end up being unable to deliver an order to a customers address because we cannot get access to the property or through a cancellation at short notice then we think that it is only fair to pass on a delivery related charge as a significant amount of resources get used in the planning and final delivery of our orders.

FREE DELIVERY is currently available to standard mainland postcodes as a special promotion. Remote areas of Scotland, UK Islands and Northern and Republic of Ireland will display shipping rates on our checkout pages that reflect the much higher cost to us for delivering to those areas. Customers are also welcome to arrange their own carrier to collect their order from our Uttoxeter warehouse.

We offer a FREE Click and Collect Service for all in stock items on our website and on display in our Uttoxeter showroom from our Uttoxeter warehouse and showroom in Staffordshire, ST14 8AX between the hours of 9am and 5pm.

 

ON DISPLAY TO ORDER ITEMS - GOOGLE INVENTORY ADVERTS

All products that are on display at our Uttoxeter furniture showroom are available to purchase online via Google local inventory ads.  Most of these products are marked as "in store available to order" and can either be ordered for delivery or pickup within store within 2 hours of purchasing online between the hours of 9am and 4pm Mon - Friday.  All of these " on display" products are guaranteed to be delivered to customers within a 3 month period but in most cases it will be within less than 3 weeks and if the timescales are likey to be more than 3 weeks then a pre order date will be detailed clearly on the product page.  There is no charge for delivery of customers to standard UK postcodes excluding Ireland, remote islands, islands and remote Scotland postcodes and exact costs are detailed on our checkout page which will vary depending on the specific products and your postcode area.  You can read our returns policy here and our terms and conditions here.

 

We also offer a free collection service from our Dartford showroom where we aim to get the items ready for collection within 14 days of payment.  Note: We are currently running a free delivery promotion for customers in the Kent area.

Standard Delivery is available between Monday to Friday between the hours of 7am and 5pm and is to a ground floor room. If you require delivery to a basement or upper floor then it will be at the absolute discretion of the 2 man delivery team when they assess the risks on the day.  Please give us a call on 01889 560999 and select option 3 if you wish to discuss a none ground floor delivery.  We will always do our best to accommodate your needs where possible but the ultimate decision will be down to the delivery team on the day when they have evaluated the onsite risks which can be higher for items such as large wardrobes and chest of drawers.

IMPORTANT INFORMATION

Please note: we do not deliver inside the M25 on Mondays or Fridays. This is to avoid severe traffic congestion and to keep costs down for our customers. If you require a London delivery on these days and you’re willing to pay a surcharge, speak to our sales team to discuss further.

Please note that our Northern Ireland and Republic of Ireland delivery service is a one-man delivery and may require some assistance from the customer for some larger items.

Delivery excludes assembly and packaging removal.

Any delivery charges will be detailed in the shopping cart at the point of check out if they apply to your delivery postcode.

 

Flexible Finance Options

Top Furniture has teamed up with Klarna Bank AB to offer our customers some very competitive finance options.