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Delivery Fees, Returns & Refunds

DELIVERY FEES

UK Delivery Fees

Standard one man delivery starting from: £85 +VAT. Delivered in original packaging to your front door or storage facility. Our preferred logistics partner will contact you to schedule a suitable delivery date as soon as your order arrives in our warehouse. A typical delivery window is around 4 hours. Our delivery partner will call again prior to arrival to ensuring a smooth and convenient experience.

White glove delivery and two man delivery subject to quote and availability. 

White-glove delivery is a premium service that provides the utmost care in handling and delivering your furniture. This dedicated service goes beyond typical delivery methods by offering a personalised and meticulous approach to ensure items arrive in good condition. 

·       Room of Choice Delivery: The team will deliver your furniture to the room of your choice, ensuring it is placed exactly where you want it.

·       Unboxing and Assembly: They handle the unboxing and assembly of your furniture (to be booked prior to delivery for an additional fee), so you can enjoy your new treasures without any hassle.

·       Packaging Removal and Recycling: If you do not anticipate needing to return your item, all packaging materials can be removed and recycled, leaving your space clean and clutter-free. Please note, we can only offer refunds on items in their original packaging.

·       Courtesy Calls: Receive a courtesy call before delivery to confirm the time, ensuring a smooth and convenient experience.

·       Accepting Delivery: Our delivery partner will provide an estimated 4 hour delivery timeframe and we ask that customers only accept a delivery slot if someone will be at the property to accept the goods. Approximately 1 hour prior to arrival you will receive a courtesy call confirming time of arrival. The time slot is approximate and can change slightly on the day (due to delays in transit, previous deliveries etc).

STORAGE FEES

·       Not Going To Be In? If you are not able to accept delivery more than 10 working days after we contact you to book delivery of your order then we can store the order, but a storage charge will be applied after 20 days. Storage fees £12 per item per day. If your plans have changed (such as moving house) and you need to delay by more than a month, please contact 07547 606626.

·       Change of Address: If you need to change the delivery address, please notify the courier as quickly as possible to avoid charges.

RETURNS POLICY

If for any reason you are not satisfied with your purchase you can return your goods within 28 days of receipt and we will be happy to offer you an credit note excluding the original cost of delivery. Please note that returns will only be accepted in the original inner and outer packaging in resalable condition. 

Please complete our returns form to request a return. Email hello@onelondonhouse.com or call 07547 606626 to request a form.

  1. Please notify us within 14 days of receiving your item if you would like to make a return. Email hello@onelondonhouse.com or call 07547 606626. Our offices are open from 9am-6pm, Monday to Friday (excluding Bank Holidays).
  1. Please pack and return your item in its original unused condition along with this completed returns form to the address below within 28 days of receiving your delivery. Any orders returned without a returns form may not be refunded.
    1. Please coordinate the return with care using a trackable service as we cannot be held responsible for items lost or damaged in transit. On the safe arrival of your return, we will inspect and process your credit note. Credit notes do not expire. 

 

  1. If for any reason you are not satisfied with your purchase you can return your goods within 28 days of receipt and we will be happy to offer you a credit note excluding the original cost of delivery. This is on condition that the products are returned complete, in perfect condition, unused and with the original inner and outer packaging.

 

REPORTING A FAULTY ITEM

Please report any fault within 24 hours of delivery.

This warranty applies under conditions of normal residential usage. It does not apply to defects or damage resulting from negligence, abuse or misuse – including but not limited to inadequate or improper maintenance, exposure to water, salt air, chemicals, accidents, any use for which the product was not designed, or commercial use (including rental, business, commercial, institutional or any non-residential use), nor does it cover ordinary wear-and-tear. 

  1. Copy of manufacturer’s QC label and production/SKU label.
  2. Photograph of the defect or damage and a photograph of the shipping carton.
  3. Description of the defect or damage.

WHAT IF I DON'T LIKE THE PRODUCT I ORDERED WHEN IT ARRIVES?

We're sure you will like it, but if not, you can return it to us within 14 days of delivery for a credit note.

Please note that the customer is responsible for the cost of returning their unwanted item.

Simply return the item to us in the original packaging, with a returns form included within 14 days to receive a credit note (less the delivery cost & import duties for trade orders).

Credit notes are processed within 3-5 working days of receiving the item back at our  warehouse.

WHAT IF THE ITEM IS DAMAGED WHEN IT ARRIVES OR YOU ARE SENT THE WRONG ITEM?

We check your furniture to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery and report any fault within 24 hours of delivery. If you’re not happy with the goods when you inspect them, let our delivery partner know and contact us at hello@onelondonhouse.com.

CAN I CANCEL AN ORDER IF I CHANGE MY MIND?

If you have a change of heart, you can cancel before your item is dispatched from our warehouse in the USA. Simply contact us and we'll cancel your order and give you a full refund. Cancellations made after the dispatch of your item(s) from the USA will incur International shipping costs & duties. A credit note will be offered for the full amount of the item. We reserve the right not to reimburse you for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us and any unfair handling deductions. 

We do not accept returns after 28 days from receipt by the customer.

For security reasons we can only make refunds to the original payment method you used to place your order. Please note that all providers will take a few days to perform anti money laundering and fraud checks so returns usually take 3-5 days but may vary.