Delivery Policy
When we send a product, it's personal.
Please contact us in the first instance with any queries.
As a small family business, we aim to resolve any issues quickly, fairly and efficiently.
1. Delivery Timeframes
1.1 Delivery will be made to the address provided at the time of order.
1.2 Estimated delivery times are:
-
6–8 weeks for standard furniture
-
3–4 weeks for soft furnishings
Unless otherwise stated.
1.3 All products are handmade to order. If we are able to deliver sooner, we will always endeavor to do so.
1.4 Estimated dispatch times for standard retail products, including Seam Bean™, are typically 3–5 working days unless otherwise stated.
1.5 Delivery timeframes provided for retail products are estimates only and may vary depending on destination country, customs processing and local postal services.
2. Delivery Dates
2.1 Delivery dates are estimates only and are not guaranteed.
2.2 Where no specific delivery date has been agreed in writing, delivery will take place within a reasonable timeframe.
2.3 We will contact you to confirm dispatch and provide updates where necessary.
2.4 Orders containing multiple items may be delivered separately.
3. Delays
3.1 Delays may occur due to material availability, supplier delays or circumstances outside of our control.
3.2 Such delays do not constitute a breach of contract and do not entitle the customer to cancel or claim a refund unless the delay becomes unreasonable in accordance with your statutory rights.
3.3 If your order is affected, we will keep you informed as soon as we are reasonably able to and provide an updated estimated timeframe.
4. Changes to Orders
4.1 Any changes made after purchase may affect delivery times.
4.2 Where this occurs, a revised delivery timeframe will be provided in writing.
5. Delivery Charges, Access & International Orders
5.1 Delivery Charges
We offer free UK delivery on all furniture across the site. This is subject to change at any time and excludes:
(i) Samples, which incur a £3.50 delivery and handling fee per order.
(ii) XL Furniture — items weighing over 20kg, or requiring a courier or two-person delivery due to size. These items incur a £45 XL delivery charge per item.
(iii) Standard retail products, including Seam Bean™, which are charged at the rates displayed at checkout.
5.2 Retail Product Delivery Times
Estimated delivery times for standard retail products, including Seam Bean™, are:
UK: 1–3 working days
Europe: 3–7 working days
USA & Canada: 5–10 working days
Australia & New Zealand: 7–14 working days
These timeframes are estimates only and are not guaranteed.
5.3 International Orders & Customs Charges
Customers outside the United Kingdom may be required to pay customs duties, import VAT, taxes, handling fees or other charges imposed by their local customs authority, courier or postal service.
These charges are the responsibility of the customer and are not included in our product prices or shipping costs unless expressly stated otherwise.
5.4 Delivery Access
Customers must ensure there is safe and suitable access to the delivery address.
Delivery is made to the address provided at the time of ordering.
Courier delivery is to the ground floor entrance of the property unless otherwise agreed in writing. We are not obligated to carry items upstairs or into specific rooms.
Additional charges may apply where delivery requires extra staff, specialist handling, or where access restrictions or site conditions increase delivery costs.
5.5 Failed Deliveries
If delivery cannot be completed due to access issues, an incorrect delivery address, the customer not being available, failure to collect the parcel, or failure to pay customs charges, we reserve the right to charge for re-delivery or deduct any unrecoverable costs from any refund due.
We are not liable for delays or additional costs resulting from failed delivery attempts.
5.6 Refused or Returned International Deliveries
If a customer refuses delivery, fails to pay customs charges, fails to collect a parcel, or otherwise causes a parcel to be returned, refused, unclaimed or abandoned, we reserve the right to deduct:
Original shipping costs
Return shipping costs charged to us by the carrier
Customs charges, handling fees or administrative costs incurred
Any other unrecoverable costs associated with the return
No refund will be issued until any returned goods have been received back by Fox & Furb Ltd.
If a parcel is abandoned, destroyed by customs authorities, lost during return transit, or otherwise not received back by Fox & Furb Ltd, no refund will be due unless required by applicable consumer protection legislation.
5.7 Installation
Installation or assembly is not included unless agreed in writing.
6. Responsibility on Delivery
6.1 Responsibility (risk) for the goods passes to you upon delivery.
6.2 Customers are responsible for handling and moving items once delivered.
6.3 We are not liable for damage caused after delivery due to handling, access restrictions or unsuitable placement.
7. Damage or Loss in Transit
7.1 If goods are lost or damaged during delivery, our liability is limited to repair, replacement or refund in accordance with your statutory rights.
7.2 Any damage must be reported in writing within 7 days of delivery. Failure to report within this timeframe may affect our ability to process a claim. Claims must include photographs and a clear description.
8. Packaging & Inspection
8.1 Please inspect your order upon delivery. We inspect and document all packages to ensure products are well protected prior to delivery to ensure they arrive with you safely.
8.2 Where possible, retain original packaging until you are satisfied with your order.
8.3 If an issue arises, items should be kept in their original condition and send back in the original packaging if a return is required.
9. Returns & Refunds
9.1 For information on faults, returns or cancellations, please refer to our Returns & Refunds Policy.