How can I find out when my order will arrive?

Before placing your order: A delivery estimate is available for all our items on the product page - you can check it before placing an order by entering your delivery postcode in the 'Deliver to' section.

After placing your order: You can check the estimated delivery date for each item on your order by visiting "My Orders".

How can I track my order?

We'll make sure to keep you in the loop about the status of your order. Please make sure to check for any emails from us as these will contain important information about your order. You'll receive a confirmation email once you've placed your order. This will confirm the order details as well as an estimated delivery date. You'll also receive an email once the item has shipped. This will include your tracking number and a link to the tracking page. Once your item has been successfully delivered, you'll receive a final confirmation email from us.

You can also click ‘Track Parcel’ in My Orders to get the most recent updates on the status of the delivery for your item(s).

What if my delivery is delayed?

If your order is delayed, you can continue to monitor its tracking for updates in "My Orders".

It is common to see delays in tracking scans. We will do our best to get your item(s) to you by the estimated delivery date(s). If more than 6 calendar days have passed since the last scan on the tracking, please Contact Us so we can look into it further for you.

What if I haven't received all of my delivery?

Some items ship in multiple boxes, and, rarely, this means individual boxes may arrive on separate days.

If you have not received your full delivery as expected:

• Open the parcel(s) you have received to confirm if parts of the item still have to arrive.
• Check 'Track My Parcel' by visiting "My Orders" for the latest status on your item - the rest of your item may still be on the way to you, and a second delivery may take place within the following 1-2 business days.
• If the tracking does not provide you with an update on delivery, please Contact Us so we can get your item(s) to you as soon as possible.

If your order is marked as 'Partially Shipped' in your account, it means that the order is being shipped in multiple boxes, and that at least one box has been shipped but there may be another box or boxes coming. Please be assured that the remaining items are on their way, and you will receive an email with tracking details as soon as they ship. If you have received all expected boxes, but are still missing parts of your item such as hardware packs, please see our Missing Parts Help Centre Information.

When your items are sent, we will email you with detailed delivery instructions and a revised estimated delivery date. We will also provide a tracking number so that you can track your parcel(s). In addition, the carrier will contact you via email, text, or phone (depending on delivering partner and their service level) with further instructions and the time window for delivery.

To provide a fast, safe and reliable delivery service, we select the appropriate delivery method and carrier suited to each item on our website. It is currently not possible to choose a carrier for delivery. Deliveries are typically made Monday through Friday.

What are the Different Delivery Methods?

Small Parcel Delivery

• When your item has been sent, we will email you the estimated day of delivery and tracking number.
• Parcels will be delivered to your door/front door of your apartment building. You are not required to be home to accept the delivery. Your item(s) will be delivered as long as the delivery team determines the area is secure. In the event you are not there to accept the delivery, the carrier may leave your item in a safe place, with a neighbour or at a local collection point; they may also leave a calling card to let you know where the parcel has been left.
• As part of contactless delivery efforts the driver will take a picture of the item at your door as proof of delivery. As we won’t be able to bring the item into your home, we recommend that you ask a friend or relative to help if needed.

***An exception to contactless delivery may be items which require adult signature***

Large Parcel Delivery - Doorstep

• When your item has been sent, we will notify you via email with the estimated day of delivery and tracking number.
• In addition, the evening before or morning of delivery, the carrier will contact you via email and/or text message with further delivery instructions and the time window for delivery.
• Parcels will be delivered to your door/front door of your apartment building, depending on the courier's service level.

Large Parcel Delivery - Room Of Choice

• When your item has been sent, we will email you with the estimated day of delivery and tracking number.
• In addition, the carrier will contact you via email, text and/or phone call with a proposed date for delivery. Once the delivery date has been confirmed, delivery will be booked in for the chosen date.
• The evening before or the morning of delivery, you will receive an email/text with further delivery instructions and the time window for delivery.
• Parcels will be delivered to a room of choice, subject to the courier's service level limitations regarding the number of flights of stairs. To guarantee a smooth delivery, please ensure that your home is prepared and accessible. Please remove potential obstacles and any fragile or valuable objects from the delivery path.

 

What are the Shipping Fees?

Shipping fees depend on the total cost of the order.

• Shipping is free for orders of £500 and above.

Additional charges may apply to remote areas depending on postcode, item and delivery method.

Postcode

Delivery Method

Additional Charge

Highlands (IV, AB, PH, KW1-KW14, DD, FK, PA

Small Parcel

£5.99

Highlands (IV, AB, PH, KW1-KW14, DD, FK, PA)

Large Parcel (dependent on item)

£29.99/£59.99

Northern Ireland (BT)

Small Parcel

£8.99

Northern Ireland (BT)

Large Parcel (dependent on item)

£99.99/£149.99

Islands (KW15-KW17, HS, ZE, IM, KA27-28)

Small Parcel

£11.99

Islands (KW15-KW17, HS, ZE, IM, KA27-28)

Large Parcel (dependent on item)

£99.99/£179.99