Delivery
Delivery Times
The estimated delivery time quoted in days and weeks represent working days/weeks from Monday to Friday and do not include weekends. All orders placed on the website are processed the next working day. In most cases we will deliver as early as possible, sometimes quicker than quoted so if you would like your delivery after a certain date please let us know by replying to your order confirmation email. We will notify you 1-2 working days before your scheduled delivery day and our drivers will call or message your 1 hour before arriving on the scheduled delivery day
We sometimes offer free delivery as part of a promotion on selected products.
An extra delivery fee may apply in some parts of England, Wales & Scotland which will be calculated at checkout according to your postcode.
Most deliveries are direct to your door whilst some couriers may be able to help you bring your items inside your premises on request but this is not guaranteed due to safety reasons, our insurance policy and at the discretion of the logistics personnel.
Our Process
You will always receive a call from our delivery team to organize the delivery date and time slot, we make contact 1-3 days before delivery to let you know the details, please make sure we have an accurate phone number and email so we can contact you.
We start our deliveries from approx. 6 am to make sure we can accurately hit our delivery estimates, deliveries normally finish around 6-8 pm.
Two delivery staff can call you an hour before arrival on the day of delivery to give you notice of when they are arriving.
When arriving at your property they will ensure they have adequate access into your property interior to make the delivery as smooth as possible, you might need to remove paintings, lamps or fixtures to ensure the two delivery staff can proceed. As standard two delivery staff members will bring your furniture to your doorstep and the room of your choice (additional cost) unless requested otherwise.
The couriers deliver to the ground floor only, this is a standard service included in your purchase with us. If you require an upper floor delivery they are charges applicable which need to be paid directly to the courier(s)
As standard, the two delivery staff members will leave the items in the protective packaging, they can offer an installation delivery service option which includes;
Assembly of your Items
Placing your new Items in your desired room
We do recommend adding this additional service to your order if you are not comfortable with the assembly of your furniture, the amount of fitting varies per item/box, so the time can vary from 5 minutes to 30 minutes. (Please note this service is only available on some items)
We do not offer to recycle the old furniture you might have; you should contact your local council or a charity of your choosing. The reason we choose not to offer this service is the costs incurred, manoeuvring the old furniture out, and the hygiene aspect for our staff members.
Delivery is to the ground floor only and some soemtimes we use Pallet couriers which can only be delivered at curbside. On some occassions the drivers may be able to deliver your items inside the property but this is at the discretion of the drivers and is not guaranteed.
We will call, message or email you confirming your order and delivery date which is required to be accepted or declined. It is your responsibility to check the order is correct before accepting the delivery and assembly of your order. As we use 3rd party logistics and assembly service providers we can't take the responsibility of any kind if your order is incorrect once it has been assembled.
Pre-Order Items
Sometimes we will offer pre-order specials on our website or other platforms online, these products will go on sale with a number of weeks until they arrive with us. We do this to offer you the best prices on the latest products. We do offer estimates of arrival but due to external factors, these times may run over. Please note pre-order items are not available with any discounts or promotional offers.
Free delivery
We are proud to offer free delivery in most parts of England and some parts of Wales on all our products across our website, this includes our own branded products, to the dining tables, rugs, decor pieces, and many more. We do this by using our own delivery fleet and our own drivers for the majority of the items. Because we maintain our own fleet of transport vehicles, we have reduced the costs incurred previously by the couriers we have used in the past.
The only exception to this when we action a Scotland or Some Wales route, because of the additional mileage, time which is needed, maintenance for the vehicles and accommodation costs for the drivers we have to charge £50 or more depending on location, etc. We would love to offer free delivery to Scotland as well but to keep our furniture prices low for everyone we have to charge for Scotland deliveries for the meanwhile.
Locations further towards the cost may experience longer delivery times, such as PL, TR, EX, LL, and Scotland postcodes as routes in these areas take longer to populate.
Summary
Delivery is not free for all wardrobes across the UK - Some wardrobes have promotional offers for free delivery. Please go to checkout and enter your address to find out the delivery charges for your order.
- Postcodes located in Scotland & Wales can usually take longer by 1-2 weeks than the time frame on our website.
We can deliver to Scotland, but they are delivery charges applicable, this varies on your location.
We DO NOT Deliver to Northern Ireland, Channel Islands, Isle of Man, Isle of Wight or Highlands.
Delivery will be booked in after your order (please allow a few days for this, this varies on location )
Delivery is to the ground floor only and some couriers such as XDP and PalletWays are only insured to deliver to your door only. Some of the items in your order may be very heavy for one person to carry inside your property so please by prepared with extra help. Some couriers may be able to deliver your items inside the house but this is at the discretion of the drivers and we can't guarantee this will be available for your delivery.
Failed delivery
In the rare occasion that you miss your delivery after accepting and confirming your delivery date and time slot, you will be liable to pay up to £39-£69 for the re-delivery of your items, the cost can vary up and down depending on the size and quantity.
E.g
If you are not present for the delivery of your order, after confirming delivery with our office you will be liable to cover the costs for a re-delivery, this is to cover the costs incurred by us having to do two journeys and prolonging other deliveries in that area which could have proceeded.
We reserve the right to cancel orders. Please remember the more remote location may lead to early morning deliveries ( approx. 5 am) or longer lead times.
As most of our deliveries are handled by 3rd party couriers, we can not accept any liabilities or offer any compensation for any situation. If you have any issues with deliveries we will offer our best to resolve any issues and communicate with you on all aspects of the issue. If you are booking an assembly service from a 3rd party service provider it is advised to book your assembly after receiving your order from us to avoid any issues where deliveries may be delayed in any situation.
Return Policy
We hope you love your products but on the rare occasion you don't really love your furniture, our return guide will make it clear what happens next, this policy covers everything you buy from WARDROBE DIRECT Limited
Don't want your furniture any more?
That is no problem, we accept everyone makes changes. We are happy to offer a full refund minus any courier costs incurred to us, this varies on the item size and weight. This applies to all our products as long as they are in the same condition as sold to you, this includes the original packaging.
We can process any return request by simply contacting us via a phone call, email, or letter. You must be within your return window to process a successful return.
Not had a delivery yet?
If your item has not been dispatched yet and have changed your mind about your WARDROBE DIRECT Limited purchase, it is very simple to email us on sales@wardrobedirect.com and we can cancel your order without a problem. We might ask why you want to cancel your order this is done to ensure we always improving.
If you have found an identical item, we retail cheaper somewhere else please let us know and we will endeavour to price match, all you need is a quote from a competitor or a website link for the same product.
Return costs
We would love to offer a free return service on the items we sell but unfortunately, this is not the situation. The return costs vary depending on the item you are returning, for example, a wardrobe the cost is going to be a minimum of £49 but will increase for heavier products and combination sets such as a bedroom set. We will never charge more than £150 for a return request.
Smaller items will be significantly less, once again this is dependent on weight and size.
Processing your refund
We will refund your monies back into the same payment method you used for your order.
If you used a credit or debit card using our STRIPE terminal you should receive your monies back within 3-5 business days of the refund being issued not return being performed.
If you paid using PayPal and had funds in the account, the refund normally is performed and back into your account the 1-2 of the refund being issued and not the return being performed.
Finance related refunds may take a little longer but rest assured you will receive your refund according to the 3rd party lender
The furniture items need to be an inspection by our technicians prior to a refund being issued. This is to ensure the items are in the same condition as sold in and original packaging is still in place.
Refunds can take up to 7-14 days of the item being received.
Return Summary
You have the right to cancel your order for up to 30 days after placing your order and 30 days after receiving your order.
If you wish to return goods, they must be in the original packaging and not used (the same condition as sold to you, we will not accept used goods back)
Assembled items must be un-assembled and placed back in its original wrappings and box
Bespoke items are not available for cancellation due to the nature of the items.
Please do not order multiple items only to keep your preferred choice and return the others unwanted item.
If you wish to return any goods, please contact us and we will log it on our system and plan accordingly.
You are liable for the cost of returning the goods at a cost of £49-£79 for large items. e.g. wardrobes
Your refund will take place after the goods have been collected and returned back to our warehouse for inspection.
Our furniture is delivered in big Vans and Lorries and it is your responsibility to ensure there is safe and ample access for such vehicles. Drivers may refuse to deliver your order if they find the access unsafe or not accessible.
You will be informed beforehand in advance regarding your delivery date and time, in case you are unable to be at the delivery address you must notify the delivery company or us in a written email, and we will rework the delivery date for you according to when next we are scheduled to visit your area and rebook it for that particular day.
Wardrobe Direct will not be responsible for any loss or damage that may occur due to any unexpected situations beyond our control such as severe weather conditions, breakdown, motorway traffic, missed or failed delivery, or rescheduling of delivery.
You must ensure the room in which the furniture is to be assembled is empty or have enough space to assemble the product. We are not responsible to dismantle and dispose of your old furniture.
Please note: It is your responsibility to clear the passage or make adequate room for your choice.
Your statutory rights are not affected by anything in this policy.
Missing, Declining or Cancelling Delivery
When a delivery date has been agreed with our courier but you, the customer either isn’t present to receive the delivery, declines or cancels the delivery without a minimum 24 hours prior notice for England and 48 hours notice for Cornwall, Devon, Wales & Scotland, during working hours: Monday - Friday between 9am - 3pm, by call or email, thene we reserve the right to charge you, the customer the following fees:
England £50 - £75 | Cornwall/Devon/Wales £75 - £100 | Scotland £100 - £150
The charge is per item, and depends on the size and weight of the items, therefore if you have ordered 2 wardrobes, the fee will be doubled.
This is not always the case as it depends on the courier company used for a specific delivery.
If the delivery can not be accepted on the proposed/confirmed delivery date then we may require up to 7-14 working days to reschedule the delivery date.
The Customer is responsible for receiving delivery at the address that he/she specifies on the date confirmed.
WardrobeDirect.com will accept no responsibility for inaccurate address/delivery details provided by the Customer at time of order resulting in delayed or failed deliveries
If the Courier/Logistics company has to redeliver the goods for any reason not the fault of WardrobeDirect.com then the customer will be responsible for the redelivery costs. This can be between £50-£150 depending on the items ordered and the delivery postcode.
The customer will be responsible for the cost of each attempt where a cost is applied by the courier/logistics company.
Failed Assembly
If our drivers are unable to assemble the product(s) for any reason which is not due to a fault of ours, you may be charged the full assembly service fee again to carry out this service. Assembly fee is non-refundable if not cancelled within 48 hours.
On the Day of the Delivery
Goods will be left inside your premises at the first and safest convenient location. As standard, the delivery drivers will not carry items upstairs. All transportation of your goods to a location upstairs is entirely carried out at the contractor’s risk and discretion, unless you have paid the extra charge for 2-man delivery, which will then allow the drivers to carry the items upstairs.
PLEASE NOTE: the “carry items upstairs” term also covers flats which are not located on the ground floor. Our drivers are unaccompanied; they will not be able to move or take away any existing goods or property and will not carry out assembly or installation of the goods unless arranged.
Delivery and assembly costs in any case is non refundable