Shipping and Returns

United Kingdom

Orders are usually dispatched within 1 working day. However please note that some custom-made products may take longer to dispatch. The courier we use to send you order will depend on your location, products, and shipping option selected. The couriers we use are:

  • Amazon Shipping
  • Royal Mail
  • DHL
  • DPD
  • Fedex

Public Orders

We offer Standard or Next Working Day delivery options. Standard delivery has a transit time of 1-2 working days. The Next Working Day option is available to most UK destinations excluding Scottish Highlands, Northern Ireland, UK Offshore Islands, British Forces Post Offices and PO Boxes which can take up to 2-3 days to arrive. If an order is placed before 2pm Monday- Friday, we will endeavour to dispatch it on the same working day. For orders over £25.00, we offer the Next Working Day delivery free of charge.

Orders containing a colour match are usually dispatched within 24 hours of the sample being received, excluding weekends and bank holidays

Trade Orders

  • Bronze Account holders will receive free Next Working Day delivery if an order is placed before 2pm and is over the value of £50.00
  • Silver Account orders placed before 3pm will receive free Next Working Day delivery if an order is over the value of £50.00 or free Standard delivery on orders below the value of £50.00
  • Gold account holders will receive Next day delivery on all orders placed before 4pm
  • Orders containing a colour match are usually dispatched within 24 hours of the sample being received, excluding weekends and bank holidays
  Public Trade Bronze
  Up to £25 Over £25 Up to £50 Over £50
Standard 1-2 Day(s)    £2.95 FREE £2.95 FREE
Next Working Day    £4.95 FREE £4.95 FREE
Cut Off Time    2PM 2PM
  Trade Silver Trade Gold
  Up to £50 Over £50 Up to £50 Over £50
Standard 1-2 Day(s)    FREE FREE FREE FREE
Next Working Day    £4.95 FREE FREE FREE
Cut Off Time    3PM 4PM

 

Shop, Wholesaler, Distributor, and Franchisee orders are usually quite large so extra days may be required for processing and dispatch. Please speak to your account manager at the time of placing your order for more accurate times.

UK Next Working Day Pre 12 noon

  • Available to mainland UK only (excluding Scottish Highlands, Northern Ireland, and PO Boxes) for an additional £4.75
  • Orders must be placed before 2pm

Please note:

  • If you are not in when delivery is attempted, the courier will either leave the parcel in a safe place, or with a neighbour, or attempt delivery again on the following working day, or take the parcel to your nearest sorting office or access point for you to arrange collection.
  • Parcels sent using the Next Working Day service may require a signature upon delivery but can be left with a neighbour if requested. In exceptional cases we may agree to leave a delivery in a secure location, but the customer bears all liability for lost or stolen parcels in this case.
  • Parcels sent using the Next Working Day service may require a signature upon delivery but can be left with a neighbour if requested. In exceptional cases we may agree to leave a delivery in a secure location, but the customer bears all liability for lost or stolen parcels in this case.
  • Orders containing hazardous products often require extra paperwork and processing and as such must be placed before 2pm for Next Working day delivery.

International

Please note: Due to changes in legislation regarding the UK leaving the EU, orders to the EU will now not be charged any VAT and will be Delivered Duty Unpaid (DDU). This means you will be responsible to pay any import fees that are applicable.

Royal Mail - International

  • Airmail service is provided by Royal Mail and their partners.
  • 3-5 day delivery for Europe. 5-7 day delivery for the rest of the world.
  • Hazardous goods can not be sent using this service
Note: With Royal Mail it is not possible to track a parcel once it has been dispatched. If a parcel is delayed we my ask you to wait up to 25 working days before a replacement is sent.
If you are not in when delivery is attempted, Royal Mail will either leave the parcel with a neighbour or take the parcel to your nearest sorting office for collection.

UPS - Standard

  • Europe by Road is available throughout Europe.
  • Estimated delivery times are provided below

 

Destination Country Estimated Days
Andorra 5
Latvia 6+
Austria 3-4
Liechtenstein 3
Belgium 2-3
Lithuania 7
Bosnia & Herzegovina 5-7
Luxembourg 2-3
Bulgaria 6+
Madeira 6+
Croatia 3-5
Monaco 4
Czech Republic 3-4
Montenegro 4-7
Denmark 3-4
Netherlands 2-3
Estonia 6+
Norway 6
Italy - San Marino 4
Destination Country Estimated Days
Finland 5-7
Poland 3-4
France 3-4
Portugal 5-6
France - Corsica 5
Portugal - Azores 6+
Germany 2-3
Romania 6+
Gibraltar 4-5
Slovakia 3-4
Greece 3-6+
Slovenia 6
Hungary 3-4
Spain 4-6
Italy 3-4
Sweden 3-4
Italy - Sardinia / Sicily 5
Switzerland 3

 

Note: Parcels sent using this service require a signature upon delivery but can be left with a neighbour if requested.

UPS - Priority

  • Parcels sent using this service require a signature upon delivery but can be left with a neighbour if requested.
  • Parcels sent using this service can not be delivered to a PO Box or British Forces Post Office
  • Dangerous Goods can be sent to the following countries (a surcharge is added to these orders):
 
 
Shipping Note:
  • Orders placed before 14:00 will be posted that day (unless product description states otherwise).
  • Orders placed after these times will be dispatched the following working day.
  • Working days are Monday to Friday, excluding United Kingdom bank holidays and public holidays.
  • Any order containing a custom colour can not be guaranteed for same day dispatch.
  • We may pass on your telephone number to the courier so they may contact you if they are having trouble delivering your goods.

Furniture Clinic reserve the right to substitute the services and service providers used under our free delivery agreement with equivalent services or providers without prior notification, unless such changes will affect timescale or conditions of fulfillment (such as signatures required or drop-off point changes) of orders placed. Should this be the case we will make contact before the expected delivery date to provide required information.

Returns

Cancelling an Order

You can cancel your order up to seven working days after receiving it. In order to cancel the order we require written notification of your intent to cancel no later than seven days after the item has been received. This can be in the form of a fax, email or letter.

If you decide to cancel an order you must send the goods back along with clear information detailing who they were returned by. This information should include an order number, your name and contact details.

When cancelling an order you are responsible for the delivery cost incurred to return the goods.

In the event that a product does not do as stated a full refund will be offered. It will be Furniture Clinics decision whether the goods should be returned or not. If we ask for the goods to be returned we will cover the delivery costs.

If a product does not work because it was used on the wrong type of leather it was designed for you will be liable for any delivery costs incurred from cancelling or returning the order.

Products which are custom made, such a colour matched products, may not be subject to a refund. It will be Furniture Clinic's decision to issue a refund and the value of any refund given.

 

Refunds

You have the right to cancel an order within 14 days of receiving it. If, after this time you wish to return the goods for a refund you must inform us in writing.

If you wish to return a product because you no longer desire the item you may be asked to cover the delivery costs associated with returning the item. The amount of the refund will be determined once Furniture Clinic is satisfied that the product is in good condition.

If you are returning a product because it has failed to do as it claims we may ask for proof of this failure. It will be at the discretion of Furniture Clinic whether to request return of the goods. If we ask for the goods to be returned we will cover the postage. If you send a product back to us without our request you would be expected to cover the postage charges.

Aerosols, or kits containing aerosols, cannot be sent via Royal Mail. The return cost of these items can be quite high. Expect to pay up to £10 for a parcel less than 30kg from the UK mainland. To return goods from anywhere else, please contact us for an estimated return fee.

If you find that a product is faulty or does not do as stated you have six months to let us know and we will issue a refund.

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