Velvet Delivery Policy and Terms and Conditions
Where we deliver to:
We currently provide delivery services for the UK. Unfortunately at present we cannot offer overseas delivery, however if you would like to make delivery arrangements yourself we will be more than happy to assist with the collection from our end.
We are pleased to be able to offer free delivery on all furniture orders over £200 to local postcodes: BN1 BN2 BN3 and BN41.
Order Timescale:
We will always email receipt of your order and an indication of timescale of your delivery as soon as possible, if you place an order out of hours or at a weekend we will contact you on the next working day.
Delivery policy:
We endeavour to dispatch any goods which are available and in stock to you within 3 working days of your order and will always email confirmation of dispatch. Our couriers generally offer a next day delivery service, although we cannot guarantee an exact timescale for delivery.
On rare occasions factors such as unusual weather conditions will affect the timescale of your dispatch and delivery, we will always keep you updated in these circumstances.
Courier delivery
All of our gift orders are delivered by a courier company and require a signature to be accepted. If you are not available to take your order when the couriers deliver they will leave a calling card and attempt re-delivery 2 times before returning your order to us. If you have additional instructions such as information which may help the couriers with their delivery (eg: 'top doorbell', 'if not home please leave with flat no.7') please email these to us at the time of your order and we will pass this information on to the couriers when we dispatch your order. Please note your delivery must be signed for and cannot be left outdoors.
Gift vouchers are sent by Royal Mail Special delivery, we will always email confirmation of dispatch.
Furniture Delivery
We will contact you as soon as your order is processed with information regarding stock availability. Some furniture items may take 8-12 weeks from order to dispatch as they require special ordering, although many will be available for collection/delivery within 2-3 weeks. If you are concerned about timescales please do contact a member of our furniture team in advance of your order for information regarding availability to avoid disappointment, they can be contacted via phone on 01273 725992.
We will contact you as soon as your order is ready for dispatch to arrange an appropriate delivery day.
As standard practice our couriers will deliver to your doorstep. If you require assistance moving the goods inside it is at the drivers discretion (a smile usually helps!) and any damage to property or product is the responsibility of the customer.
It is your responsibility to ensure that furniture from Velvet will pass freely through doorways, passageways and awkward corners or turns. All our products on the website have clear measurements for height, width and depth. Should any furniture not fit, we will not refund your delivery fee, and will charge you a 20 % handling fee.
Our delivery team do not assemble any furniture. Most of our furniture does not come flat packed. If it is flat packed we will inform you prior to delivery.
Guarantee and returns policy
Returns:
If you wish to return your order you may do so within 14 days of delivery, all returns must first be authorised. If you wish to return an item you purchased from our website, please contact us via phone on: 01273 326007 or email: info@velvetstore.co.uk.
We ask that you arrange the return of your order yourself, we recommend returning items either through Royal Mail Special Delivery or a courier company in order to ensure their arrival. If returns are attempted through other means and do not arrive we cannot process your refund. Delivery costs will not be refunded unless items are damaged or faulty.
All items must be returned to Velvet in their original packaging and must be clearly labelled to our returns department. If re-packaging is required please ensure that it is sufficient for transport
Cancellations:
If you wish to cancel an order please contact us by email or phone as soon as possible. We cannot be held responsible for orders that have already been dispatched.
Postage charges will not be refunded for returned items unless faulty. Refunds will only be processed once the items in question have been returned to us and checked.
Contact for delivery enquiries:
Email: info@velvetstore.co.uk
Phone: 01273 326007
