Shipping Policy
1. Shipping Destinations
We currently offer shipping exclusively to valid addresses within the United Kingdom, covering the following regions to ensure the safe and efficient delivery of large furniture items (Wardrobes, Storage Cabinets, Tatami Mats):
- Mainland UK: England, Scotland, Wales, Northern Ireland
- Offshore Regions: Isle of Man, Jersey, Guernsey (Channel Islands)
International shipping is temporarily unavailable, primarily due to the following considerations:
- Furniture Protection Risks: Large and heavy items like wardrobes and storage cabinets are prone to structural damage (e.g., cracked doors, loose hinges) during long-distance international transit. Tatami mats, with their delicate straw core, are also vulnerable to moisture damage and compression deformation in extended shipping.
- Logistical & Regulatory Barriers: International shipping for large furniture incurs exorbitant costs (often exceeding the product value) due to freight, customs duties, and handling fees. Additionally, our furniture complies with UK safety standards (e.g., stability requirements for wardrobes, non-toxic material regulations for tatami mats), which may not align with international standards, leading to customs clearance delays or rejection.
For remote areas (e.g., Scottish Highlands, rural parts of Northern Ireland, Isle of Man), an additional surcharge applies based on the furniture type and size:
- Wardrobes/Storage Cabinets (over 150cm in height): £25 GBP surcharge
- Wardrobes/Storage Cabinets (under 150cm in height): £15 GBP surcharge
- Tatami Mats (over 180cm in length): £20 GBP surcharge
- Tatami Mats (under 180cm in length): £10 GBP surcharge
This surcharge covers the costs of extended courier routes, specialized handling for large items, and additional protective packaging. It will be automatically added to your order total at checkout when a remote address is entered.
Key Timeline Notes:
- Standard Shipping (via specialized furniture couriers: ArrowXL, Yodel Direct):
- UK Mainland (Major Cities: Glasgow, London, Manchester, Birmingham): 3–5 business days (local deliveries to Glasgow G41 3LW and surrounding areas typically arrive within 2–3 business days).
- UK Remote Areas: 5–7 business days (extended due to limited weekly courier schedules and challenging rural transit conditions).
- Isle of Man/Channel Islands: 7–10 business days (requires ferry or air freight for large items, plus additional customs clearance for furniture materials).
- Express Shipping (via priority furniture couriers: Tuffnells, DX Freight):
- Available for all UK Mainland orders. To qualify for next-business-day delivery, orders must be placed before 9:00 AM GMT (Monday–Thursday). Orders placed after this time or on Fridays will be shipped the next business day, with delivery within 2 business days.
- Express shipping is not available for custom-sized wardrobes over 220cm in height or tatami mats over 200cm in length (due to size restrictions for priority transport).
- Holiday & Peak Period Delays: Add 3–5 business days during peak seasons, including Christmas (November–December), Easter, and Black Friday (late November). For time-sensitive orders (e.g., furniture for a new home move-in), we recommend placing your order at least 10 business days in advance.
3. Order Processing Time
- Non-Custom Furniture (Standard-Size Wardrobes, Storage Cabinets, Tatami Mats): Processed within 2 business days of order placement (excludes weekends, UK public holidays: Christmas Day, New Year’s Day, Good Friday, Bank Holidays). Processing includes stock verification, quality checks (e.g., inspecting wardrobe door alignment, checking tatami mat surface flatness), and packaging preparation.
- Custom Furniture (Made-to-Measure Wardrobes, Custom-Cut Tatami Mats): Require additional processing time due to manufacturing:
- Custom Wardrobes: 7–10 business days (includes cutting wood to specified dimensions, adding custom features like extra drawers or hanging rails, and finishing with the selected paint/veneer).
- Custom Tatami Mats: 5–7 business days (includes cutting the straw core to the exact room size, adding edge binding in the chosen color, and sanitizing the surface).
- Urgent Custom Requests: If you need custom furniture for an urgent event (e.g., a home renovation deadline), email us at dazzle-stews-3w@icloud.com with your order number and “Urgent Custom Furniture” in the subject line. We can prioritize production (reducing processing time by 2–3 business days) for an additional £39.99 rush fee, subject to material availability.
4. Packaging & Delivery Details
Protective Packaging (Tailored for Large Furniture)
We use industrial-grade packaging to prevent damage to large furniture during transit, with specific solutions for each product type:
- Wardrobes & Storage Cabinets:
- Disassembled flat-pack items (standard for most wardrobes) are wrapped in thick, tear-resistant bubble wrap (2mm thickness) and placed in double-walled corrugated cardboard boxes (E-flute grade for extra rigidity).
- Glass doors (if included) are covered with anti-scratch film and separated by foam inserts to prevent shattering.
- Hardware (screws, hinges, handles) is packed in labeled plastic bags and taped to the inside of the main box for easy assembly.
- Tatami Mats:
- Wrapped in moisture-resistant polyethylene film (to protect against rain during delivery) and then covered with a thick cotton bag (prevents friction damage to the straw surface).
- For mats over 180cm in length, additional cardboard edge protectors are added to the corners to avoid compression damage.
Delivery Scheduling & Notification
- Delivery Window Booking: After your order is shipped, we will send an email with a link to book a 2-hour delivery window (Monday–Saturday, 8:00 AM–8:00 PM). This allows you to plan for receipt, especially important for large items that require space and potential assistance to move.
- Pre-Delivery Notification: The courier will send a text message and email 24 hours before delivery, confirming the scheduled window and providing a tracking link. On the delivery day, you will receive a 1-hour reminder alert.
- Delivery Assistance: Couriers will deliver the furniture to your ground-floor entrance (e.g., front door, garage). For multi-floor deliveries (e.g., flats on the 2nd floor or above), an additional £19.99 “lift access fee” applies if there is no elevator. This fee must be paid at least 48 hours before delivery to confirm courier assistance.
5. Delivery Issues & Claims
Lost or Delayed Orders
- Track Your Order First: Use the tracking link provided in your shipping confirmation email to check the latest status. Couriers may mark items as “in transit” even if delayed due to weather, traffic, or vehicle breakdowns. For offshore deliveries, delays may occur during customs clearance—track via the courier’s international portal for updates.
- Report Delays: If your order exceeds the estimated delivery timeline (e.g., UK Mainland standard shipping takes more than 7 days), email us at dazzle-stews-3w@icloud.com with your order number, tracking ID, and delivery address.
- Resolution Options: We will investigate the delay with the courier and resolve the issue within 3 business days:
- For urgent orders (e.g., furniture needed for a move-in date): We will arrange a replacement shipment via express shipping (free of charge) to ensure timely delivery, if stock is available.
- For non-urgent orders: Offer a 10% discount on your next purchase or a full refund (including shipping fees) if you prefer to cancel.
Damaged or Missing Items
- Inspect Upon Delivery: Before signing the delivery note, carefully inspect the furniture for visible damage (e.g., cracked wardrobe panels, torn tatami mat wrapping, missing hardware bags). If damage is found:
- Note the issue on the courier’s delivery receipt (e.g., “Wardrobe door cracked; hardware bag missing”).
- Take clear photos of the damaged packaging, the damaged furniture, and the delivery note (with your notation) from multiple angles.
- Report Within 24 Hours: Email us at dazzle-stews-3w@icloud.com with your order number, photos, and a detailed description of the damage/missing items within 24 hours of delivery. Failure to report within this timeframe may affect your claim eligibility.
- Resolution Process:
- Damaged Furniture: We will send a replacement part (e.g., new wardrobe door, tatami mat edge binding) or a full replacement item (if the damage is irreparable) via express shipping, free of charge. You do not need to return the damaged item unless we specifically request it (to investigate manufacturing defects).
- Missing Items: We will ship the missing parts (e.g., hardware, assembly manual) within 2 business days, with no additional cost to you. For missing full items (e.g., one storage cabinet missing from a set), we will arrange a full replacement shipment.
Incorrect Delivery Address
We are not liable for lost or misdelivered orders due to incorrect, incomplete, or outdated delivery addresses provided at checkout. To avoid issues:
- Double-check your address (including flat number, street name, and postcode) before submitting your order.
- Address changes can only be requested within 24 hours of order placement—email us immediately with your order number and corrected address.
If an order is returned to our warehouse due to an incorrect address, you will be responsible for re-shipping fees (equal to the original shipping cost) plus a £15 GBP restocking fee (to cover unpacking, re-inspection, and repackaging).
6. Additional Shipping Restrictions
- PO Boxes & Parcel Lockers: We do not ship any furniture items to PO boxes or parcel lockers. Large items like wardrobes and tatami mats exceed size/weight limits for these locations, and safe delivery cannot be guaranteed. A physical street address is required.
- Bulk Orders (5+ Items): For bulk purchases (e.g., nurseries, hotels, or property developers ordering multiple wardrobes or storage cabinets), contact us in advance at dazzle-stews-3w@icloud.com. We offer customized shipping solutions, including:
- Discounted shipping rates (up to 20% off standard fees).
- Scheduled delivery in batches (to avoid overwhelming your space).
- Labeling by room (e.g., “Hotel Room 201 Wardrobe”) for easy distribution.
- Restricted Access Locations: If your delivery address has restricted access (e.g., narrow streets, no parking for large courier vans, or gated communities with limited entry hours), notify us at checkout in the “Delivery Notes” section. We will coordinate with the courier to make special arrangements (e.g., using a smaller delivery vehicle), which may add 1–2 business days to the delivery timeline.
- Assembly & Disposal Services: While not part of standard shipping, we offer optional add-on services at checkout:
- Professional Assembly: £69.99 for wardrobes, £49.99 for storage cabinets, £39.99 for tatami mats (includes tools, assembly, and debris removal).
- Old Furniture Disposal: £29.99 per item (couriers will remove your old wardrobe/storage cabinet/tatami mat, provided it is disassembled and placed outside your entrance).