Delivery & Collection Policy

Whether you're buying furniture from us or selling furniture to us, we aim to make the process as simple and stress-free as possible.

This policy explains how our delivery and collection service works.

Delivery areas

We currently deliver within our advertised service area. Our website will only allow you to place an order if you're in an area we deliver to.

Booking your delivery

Once you've purchased an item, we'll contact you to arrange a convenient delivery date.

We'll provide an estimated arrival window and will always do our best to arrive within it.

Occasionally traffic, weather or other unforeseen circumstances may cause delays. If this happens, we'll keep you updated.

Preparing for delivery

Before your delivery, please ensure that:

• someone aged 18 or over is available during the agreed delivery window;
• access to the property is safe and unobstructed;
• you've measured doorways, hallways, staircases, lifts and the intended room to ensure the furniture will fit;
• you've told us in advance about any access restrictions, parking arrangements or other circumstances that may affect the delivery.

Room of choice

Where it's safe and reasonably practical, we'll carry your furniture into the room you'd like it placed.

Our team will always take reasonable care when handling your furniture and your property.

However, we cannot:

• remove doors, windows or fixtures;
• dismantle parts of your property;
• carry out building work;
• move existing furniture unless agreed in advance;
• place our team in situations we consider unsafe.

If we can't safely move the furniture into your chosen room, we'll discuss the best alternative with you.

If the furniture won't fit

It's your responsibility to ensure the furniture can be moved into your property.

If delivery can't be completed because the furniture won't fit through access routes, we'll treat the delivery as complete.

We may be able to help reposition the furniture elsewhere within the property where practical, but we cannot guarantee this.

Missed deliveries

Please ensure someone is available during your agreed delivery window.

If nobody is available, or we're unable to complete the delivery due to circumstances within your control, the delivery will be treated as unsuccessful.

We'll happily arrange another delivery where possible, although an additional delivery charge may apply.

Inspecting your furniture

We encourage you to inspect your furniture as soon as it's delivered.

If you believe there is a significant issue that wasn't accurately described, please contact us as soon as reasonably possible so we can investigate.

Booking your collection

Once you've accepted our offer, we'll arrange a convenient collection date.

We'll provide an estimated arrival window and keep you informed if we're unexpectedly delayed.

Preparing your furniture

Please ensure that:

• someone aged 18 or over is available during the agreed collection window;
• the furniture is ready for collection;
• all personal belongings have been removed;
• drawers, cupboards and storage compartments have been emptied;
• safe access is available throughout the collection.

You're responsible for checking that nothing has been left inside the furniture before our team leaves.

Access

Our team is happy to dismantle furniture where reasonably necessary to complete the collection.

We simply ask that the furniture is accessible and that there is a safe working environment.

Please tell us beforehand if there are:

• multiple flights of stairs;
• narrow access;
• parking restrictions;
• gated properties;
• restricted access times;
• pets that may affect safe access;
• any other circumstances that could affect the collection.

Inspection

Before completing the purchase, our collection team will inspect the furniture.

This inspection confirms that the furniture matches the description and photographs provided when the offer was made.

If the furniture differs materially from what was described, we may:

• honour our original offer;
• offer a revised purchase price; or
• decline to purchase the item.

We'll always explain the reason for our decision.

Payment

Once the inspection has been completed and the purchase confirmed, our collection team will release your payment using our secure payment system.

You'll receive an email confirming that your payment has been released.

Payments usually arrive within minutes, although your bank or payment provider may occasionally take longer to process them.

Our collection team won't wait for funds to appear in your account before leaving.

The email confirming that payment has been released confirms completion of the purchase.

Transfer of ownership

Ownership transfers to Settle once:

• the purchase has been confirmed by our collection team;
• payment has been successfully authorised through our payment provider; and
• we've sent confirmation that your payment has been released.

Once these steps have been completed, our team may leave with the furniture.

Missed collections

If nobody is available during the agreed collection window, or we can't safely access the furniture, we'll treat the collection as unsuccessful.

If you'd still like us to purchase the furniture, we'll do our best to arrange another collection.

If your plans change, we'd really appreciate as much notice as possible. Wherever you can, please let us know at least 72 hours before your collection so we can adjust our schedule.

Safety

The safety of our customers and our team is always our priority.

We may postpone or cancel a delivery or collection if we reasonably believe it cannot be completed safely.

Examples include:

• unsafe access;
• dangerous weather conditions;
• aggressive or threatening behaviour;
• unsafe lifting conditions;
• circumstances that present a risk to our team or others.

Questions?

If you have any questions before your delivery or collection, please get in touch.

We're always happy to help and would much rather answer a question in advance than have an unexpected surprise on the day.