Delivery & Collection Info
Each courier/delivery service will have different methods of informing customers about their delivery on the day or provide information prior to delivery so please make sure to check your emails regularly.
All deliveries are to the roadside of the building at Ground Floor.
It is advised to make sure delivery teams are able to access the premises if required.
If goods are to be taken to a different floor, arrangements must be made by the customer or contact us prior to delivery to find out if we are able to provide a service at an extra cost to your designated floor.
COVID19 Delivery Updates
- All deliveries will be to the GROUND FLOOR ONLY
(This is already the case but if you have paid for an extra service, this will no longer be able to be carried out)
- Once you have opened your door, goods will be left outside of the premises or inside the hallway.
You may, therefore, ensure you make your own arrangements and have help at hand should you need assistance in taking the goods into designated rooms in your property.
- The delivery team where appropriate will open the packaging, take digital images/video for our records.
We ask you to keep a safe distance or wait in another room while this is carried out.
- Once the above is completed you will be notified and asked to check the item yourself.
The delivery team will wait for you to check the items in your own time and to give them the go-ahead.
- Should you not be satisfied with an item, the item must be RETURNED.
Please notify the delivery team and they will simply repack the item and load this back onto the vehicle.
- We are actively operating a 'no-touch practice' whereby customers at home will be asked for their name as normal and the drivers will input 'CV' where a signature would normally show.
- If you are unable to make your own arrangements to carry goods into the property by yourself we can put your delivery on hold and we shall, of course, be in touch once things return to normal.
Where there would normally be storage charges for withholding a delivery service, we will not be charging customers should you want to take this extra measure. Alternatively, when we provide you with another date, you may have been able to make arrangements for yourself given more time to prepare.
- Once the delivery team leaves the premises, no claims of any kind will be accepted for damage due to their fragile nature. Therefore please ensure to check and be totally satisfied with the item before you confirm for the delivery team to leave.
These are testing times for all of us and we wish to keep interactions contact-free and as distant as possible as per the government's guidelines to play our part in protecting everyone involved.
Should you need to contact us we ask you to please be patient for a response due to staff members in isolation and generally, a higher number of emails will be received at this time.
Let us keep Britain moving safely together. We thank you for your patience and understanding.
If you have any questions regarding delivery then please contact us prior to placing the order.
The delivery price quoted on the website is an estimate and a further charge may apply and be requested for certain item(s) and areas.
Delivery Times (Ordered)
When you place your order and it is processed by the Processing Team, they provide a delivery estimation.
Many fragile or delicate items are delivered on a rotating schedule to different areas of the country.
We visit segments of mainland UK areas roughly every 2 - 3 weeks.
Custom items will take much longer as there is always a lead time on these pieces.
If you have any doubts, please feel free to contact firstname.lastname@example.org with a postcode alongside either a link, name, product ID or image of the item(s) and they will be able to clarify directly if we can deliver to your area.
How To Collect
When goods are ready, customers will be contacted to notify them.
It is very important anyone collecting an order brings their email confirmation to show the member of staff.
Without any form of purchase documentation, a collection cannot be made as this is our way of minimizing fraudulent behaviour and customers will need to return with the appropriate documentation.
Once arrived, ring the bell on the back gate.
If everything is okay, the person collecting the goods may return to the vehicle and await a member of staff to which you will need to inspect the goods before taking them away.
Collection Pickup Point
You should see the back of “Reflections Bar”, yellow railings and a “No Parking” sign on our gates.
If you cannot see any of this, unfortunately, you are not in the correct location.
We ask customers please collect on the given day as this could mean item(s) are no longer reserved, returned to the supplier, sold elsewhere or storage charges may apply.
This is the last thing we want for our customers, so we strongly advise collecting when agreed to. If at any point there are issues collecting on the agreed day, please notify email@example.com as soon as you can and they will happily work with you on this.
Arranging Your Own Courier
Should you require dimensions, weights or more information on this service, please contact firstname.lastname@example.org who will be able to assist with your queries.
If a customer collects the item(s) within that period where charges apply, then these would be due.
Therefore it is important to remain in contact once notified as it may cause unnecessary inconvenience. Please note this varies on who and what item(s) are being delivered, meaning this option is not always available so please ensure to enquire asap. We will aim to deliver as soon as possible to the address provided at the time of order.
Large, fragile, custom made, handmade and made to order items will take longer.
Please note we endeavour to get the item(s) out on delivery as soon as possible but due to the volume and variety of goods we sell, at times we have to collate all the information and contact different departments to then be able to provide accurate information to you so please bare with us at such times.
Receipt of Goods
Please also note most deliveries are an all-day service, so please ensure that someone will be available throughout the day to receive the delivery. You will also be contacted prior to their arrival.
If you have requested to leave items unattended within a particular location and/or unsigned for on request this is at the customer's own risk. We strongly advise against this, however, customers can feel comfortable with certain requirements so simply let us know.
This being said, we cannot under any circumstances be held responsible for damage or loss thereafter.
Limited Access or Goods Do Not Fit.
Congestion / Parking Charges
Returned or Refused Goods
Damages, Defective & Missing Parts
Most deliveries are made by our special mirrored couriers to avoid damage in transit. Due to their fragile nature, they are regarded as high-risk item(s) and susceptible to damage very easily, the item(s) will be opened and shown to customers on delivery. We advise taking time to check the item(s) thoroughly. If there are any damages/faults then please raise it with the team immediately and refuse the item(s) if necessary.
Once signed for and left by the delivery team, we can not accept any returns for damage thereafter as it has been physically inspected by the team and recipient of the goods.
Any returned products that are not found to be defective, you will be informed and requested for the item(s) to be re-collected. If we do not hear anything within 5 working days the item(s) will be disposed of. If an order is placed and you wish to inquire about our own assembly services, then please contact email@example.com when the order has been placed so you can be quoted where payments can be made to avoid delays on the order.
Assembly Service Requirements
If the area is not clear upon arrival, the team may refuse to assemble the goods.
Please also note the assembly charge is non-refundable for the time that has been allocated for the service.
As long as the area is completely clear, there is absolutely nothing to worry about.
Please be advised, any damage caused to possessions or property while delivering/assembling will not be our responsibility as our dispatch team are more than happy to deliver by the roadside.
Once the assemblers have completed the work, please ensure to check the item(s) for any damage or imperfections and notify the team at the time if anything is to be found.
When the goods have been signed for and the team leaves the premises, no claims of damages can be accepted as the item(s) will have been checked on-site by both parties. Any right to return will not apply, however, we will try our best to rectify any issues to the best of our abilities.