Shipping policy

Last updated: 28 August 2026

This policy explains how and when we deliver, what it costs, and what happens if something goes wrong. It forms part of our Terms of Service.

1. Where We Deliver

We ship exclusively within the United Kingdom, including Northern Ireland.

We do not deliver to PO Boxes or BFPO addresses.

2. Delivery Charges

Delivery is free on all UK orders. There are no additional shipping charges, and no surcharge for remote postcodes.

3. Order Processing Time

Orders are processed Monday to Friday, excluding UK public holidays. We prepare and dispatch orders within 1 to 3 business days.

Orders placed after 5pm, or at a weekend or public holiday, begin processing on the next business day. During sale periods and in the run-up to Christmas, processing can take longer.

4. Transit Time

Once dispatched, estimated delivery is 3 to 8 business days.

Total estimated delivery time is 4 to 11 business days from the moment you place your order, covering both processing and transit.

Larger or fragile items sent by specialist courier — mirrors, floor lamps, large planters, framed art and furniture — may take up to 14 business days in total. Where this applies it is noted on the product page.

These are estimates, not guarantees, and actual delivery may vary due to carrier delays or other factors outside our control.

Your statutory right. Unless we have agreed otherwise, we will deliver within 30 days of the day after you place your order, as required by the Consumer Rights Act 2015. If we cannot, you may treat the contract as at an end and receive a full refund.

5. Order Tracking

You will receive a dispatch confirmation email with a tracking number once your order leaves the warehouse. Please allow up to 24 hours for tracking information to become active.

6. Split Deliveries

Where an order contains items held at different locations, or a mix of standard and large items, it may arrive in more than one parcel and on different days. You are not charged extra for this and each parcel is tracked separately.

If part of your order is missing, please allow a further 1 to 3 business days for the remaining parcels. If they have not arrived by then, contact us.

7. Large and Fragile Items

Mirrors, floor lamps, large planters, framed art, furniture and similar items are sent by a specialist courier.

The carrier will contact you to arrange a delivery slot. Please make sure the phone number and email on your order are correct.
Delivery is to your front door or ground floor entrance only. Our carriers do not carry items upstairs, unpack, assemble or install, and do not remove packaging.
Please measure doorways, stairwells, lifts and the intended location before ordering. We cannot accept responsibility if an item does not fit, and a return in these circumstances is treated as a change-of-mind return under our Returns & Refunds Policy.
Someone aged 18 or over must be present to accept and sign for the delivery.

Inspect large items on arrival. Where possible, check for visible damage before signing. If the packaging is visibly damaged, note this on the carrier's paperwork. This is not required in order to make a claim, but it helps considerably.

8. VAT and Import Costs

All prices shown on our site are in pounds sterling and include UK VAT.

Our products are shipped from outside the United Kingdom.

Orders with a consignment value of £135 or less: all UK VAT is charged at checkout and included in the price shown. You will not be asked to pay anything further on delivery.
Orders with a consignment value above £135: import VAT, and in some cases customs duty, becomes payable when the goods enter the UK. Any such charges are calculated and shown as a separate line at checkout before you pay, and we settle them with the carrier on your behalf. We ship on a Delivered Duty Paid basis, so nothing further should be requested from you on delivery.

The £135 threshold applies to the total value of a single shipment, not to each item, so an order containing several items may cross it.

If a carrier ever contacts you requesting a payment before releasing your parcel, please do not pay it. Contact us first and we will resolve it with them.

9. Damaged Items

Please report any transit damage within 48 hours of delivery. Email us with your order number and clear photographs of the item, the outer packaging and the shipping label. Photographs of the packaging are essential for us to pursue a claim with the carrier.

We will arrange a replacement or a full refund at no cost to you. Full details are in our Returns & Refunds Policy.

10. Delayed, Lost or Missing Parcels

your order has not arrived within 14 business days of the order date; or
tracking has not updated for 10 business days; or
tracking shows the parcel as delivered but you have not received it.

We will open an investigation with the carrier. Carriers typically take 5 to 10 business days to complete one. Once a parcel is confirmed lost, we will send a replacement or issue a full refund, at your choice.

Until a parcel is delivered to you, it remains our responsibility, not yours.

11. Safe Place and Neighbour Deliveries

Carriers may leave a parcel with a neighbour or in a nominated safe place. Where you have instructed the carrier to do so, whether directly or through their app or notification system, the delivery is treated as complete and risk passes to you at that point.

Where we or the carrier have chosen the safe place without your instruction, risk remains with us and you should contact us if the parcel is missing.

12. Address Accuracy and Failed Deliveries

Please check your delivery address carefully before completing your order. We cannot change an address once an order has been dispatched, and we are not responsible for orders delivered to an address entered incorrectly.

If a delivery fails because the address was incorrect or incomplete, nobody was available, or the parcel was not collected from a depot within the carrier's holding period, the parcel will be returned to us. We will contact you to arrange redelivery at your cost, or issue a refund less any return carriage we incur.