OUR DELIVERY INFORMATION:
Delivery to UK Mainland (except Highlands & islands) is included in all prices displayed on the website. Free Delivery applies to UK Mainland only (except Highlands & Islands). For delivery to locations outside the UK Mainland, please contact us for a quotation. Delivery is to ground floor/reception only unless otherwise stated and in some cases, delivery is "kerbside" only - this will be confirmed on your order confirmation e-mail after placing your order or displayed below the product information. Please notify us if you have any special delivery requirements. Saxen Ltd and our contracted deliverers, if requested by the customer, may assist the customer in taking their order into the premises, to the appropriate room, at the discretion of the delivery team. Saxen Ltd/the contractor will not accept liability for any damage both to the delivered product and to the customers property (including all types of fixtures, fittings and building structure) whilst assisting the customer with this request. The customer must solely take responsibility for this action. Any consequent damage should fall under the customer's household insurance.
Delivery lead time is provided for each specific product and will be confirmed on your order acknowledgement. Some specially made to order furniture and made to order seating may take slightly longer (up to 20 working days). We will give you the manufacturer's estimated delivery date when we acknowledge receipt of your order. This date cannot be guaranteed as delays can inevitably occur during the manufacturing or delivery process.
Very rarely, goods are 'mislaid' by the delivery company. We do everything in our power to prevent this, but it can sometimes still happen. If your order is not delivered within the quoted lead time or if you experience a longer than normal delay in receiving your order, please contact our customer service department on 0845 652 2347 and they will investigate this for you. Open Monday to Friday, 9am - 5.30pm.
MADE TO ORDER PRODUCTS:
Made to order products are clearly identified on our website. Products are classed as made-to-order when you select a specific fabric to be ordered and cut to fit your product e.g. soft seating, office chair or a specific furniture wood finish. We ask our customers to ensure that they are ordering the correct products and finish and offer a fabric and wood sample service to assist with your choice. However, if you decide to cancel your made-to-order product(s) prior to delivery, it is unlikely that we would be able to sell it to another customer within a reasonable timescale or at the full selling price and a cancellation fee of 20% of your order price will apply. Our normal refund / exchange policy does not apply to made-to-order products as these goods cannot be returned or exchanged unless faulty. Neither of the above conditions affect your statutory rights if the goods are deemed to be faulty, or not as described.