Delivery Access & Large Items

Last updated: 19 August 2026

Furniture is bulky, and most delivery problems are access problems. This policy explains what our delivery service includes, what we need from you, and what happens when a delivery cannot be completed.

Where we deliver

We deliver throughout the United Kingdom, including Northern Ireland, the Scottish Highlands and UK offshore islands served by our carriers. Delivery is currently free on all UK orders.

We do not currently deliver to the Channel Islands or the Isle of Man, and we do not ship outside the United Kingdom. If you need delivery to an address we do not serve, contact us before ordering.

What the service includes

Standard delivery is to the ground-floor threshold of the delivery address — the first accessible doorway. It does not include carrying items upstairs, unpacking, assembly, installation or removal of old furniture. Where a carrier is able to offer a room-of-choice service for an item, this is stated on the product page.

Your responsibilities before you order

Check the packaged dimensions against your access route: doorways, hallways, stair turns, lift dimensions and any tight corners.
Give a complete and accurate delivery address, including a flat or unit number, and a mobile number and email address the carrier can use.
Tell us at the time of ordering about anything that affects access: restricted parking, permit zones, gated or private roads, a narrow lane, height limits or a delivery-hours restriction.

We cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete address details, or by access restrictions we were not told about.

Booking and delivery windows

Larger items are delivered by a two-person or dedicated furniture carrier who will contact you to arrange a date and a delivery window. Please respond promptly — unbooked deliveries may be returned to the depot.

Someone must be there

An adult must be present to accept and sign for the delivery. If you ask a carrier to leave goods unattended or with a neighbour, you do so at your own risk and we cannot accept a later claim for loss or damage.

Failed and refused deliveries

Carriers normally make two attempts. If both fail, or if a booked delivery is missed, the goods return to the depot and we will contact you to arrange redelivery. A reasonable redelivery or storage charge may apply where the failure was not our fault or the carrier’s, and we will always tell you the amount before it is charged.

If an item cannot physically be brought into the property, tell the driver before they attempt it. We will treat it as a cancellation under Cancellation & Cooling-Off Rights; the goods come back to us and you receive a refund, less any return carriage where applicable.

Checking your delivery

Inspect the packaging before you sign where you can. If packaging is visibly damaged, note it on the carrier’s paperwork or sign as “damaged”, and photograph it. This makes a claim far easier — see Damaged, Faulty or Missing Items.