Deliveries and Returns of your furniture.
Delivery And Returns
All orders to mainland UK will be carried out free of charge, provided Norwich Furniture has been provided with complete and correct delivery details at the point of order.
If incorrect or incomplete details are provided, delivery will become chargeable.
Outside UK Mainland
Norwich Furniture will only deliver to England, Scotland, Wales.
All are Furniture orders are delivered free of charge and our products are insured during delivery and delivered with experienced delivery drivers if you have any problem at all with our deliveries please notify us, we base our business on customer care and service.
Our order system does not register international postal codes, so you are responsible for obtaining a delivery quote from us prior to placing the order (orders on the mainland UK are free of charge).
Quotes must be obtained in writing prior to delivery, verbal quotes given over the phone cannot be accepted.
It is important to note that the sales order confirmation page on the website will NOT display the correct delivery cost for any outside mainland UK and the corrected delivery cost will be added to the order prior to being dispatched.
If the exact delivery cost is not known to us prior to dispatch, an additional invoice will be raised for the surcharge amount at a later date.
All delivery surcharges on deliveries ‘within’ the mainland UK will be added automatically by our system during the order placement process.
Due to the risk of money going missing, we do not operate a cash-on-delivery system.
All deliveries/collections are booked in by SMS and/or email 2-3 days in advance so that you the customer know when to expect your consignment when you order your furniture you will automatically be updated via text message services from our suppliers.
Orders will only be scheduled for delivery via SMS or email or phone call if a response has been received via the mobile telephone number and/or email address we were supplied and subsequently book in with confirming that the slot offered is suitable
Once a delivery has been booked,
it is the customer’s responsibility to ensure that they are available or have made the necessary arrangements to accept the product on the stated delivery date if not contact needs to be made to us Norwich Furniture to re-arrange the delivery of your goods.
In order to keep delivery costs low, we only make one attempt at delivery.
If you are not available to accept the delivery on the first attempt, a second delivery charge will be levied by Norwich Furniture
Please note that our insurance policy only covers us for delivery to your door and does not extend to moving furniture on second-floor buildings unless you notify us and this information has been agreed by our delivery team.
We will always try to help with deliveries in certain situations and help when we can if you have circumstances that need to be considered.
As a result, although our friendly drivers will be of assistance wherever possible, our deliveries are insured for damages against your property, please make us aware of any possible delivery problems.
Any damage that is caused within a property must be identified to the driver prior to his departure and reported to us at Norwich Furniture directly with photographs so we can investigate.
Please make sure access to your property and the item you have ordered can be placed into the room, for example, doorways and narrow hallways
Our Drop-Ship delivery Service.
We take pride in how we deliver our furniture to you and hope you are happy with the service we provide.
Whilst we make every effort to dispatch the products on time, we do not accept any liability for any failure to deliver on the stated date or at the stated time, if the is a problem with your delivery we urge you to contact us soon as possible so the problem can be rectified and your delivery rescheduled.
You will become the owner of the goods at the time of delivery, provided that we have received payment in full for the goods before delivery.
The only exception to this is where either our customer decides to use their designated courier, or customer are collecting directly from us or any of our furniture suppliers.
In this instance, the customer will become the owner of the goods once they are loaded off the vehicle and placed in your property.
Returns, Damages, Defective Items, Refunds, and Cancellations
We accept returns for transit damage, providing that the delivery was carried out by a direct supplier or Norwich Furnitures courier and that we are informed within 7 days of the delivery via the Norwich Furniture returns procedure.
Any manufacture or product quality issues can be returned for a refund within a period of 180 days, replaced free of charge up to 365 days, or will qualify for ‘on-site’ repair up to 5 years, or alternatively if a customer wants to return a product 12% of the cost price is deducted for every complete year from date of purchase to date of return request.
All issues must be logged via directly with Norwich Furniture and we must accept the issue as being a valid manufacture issue, each of our suppliers offers manufacturers warranty and we will always assist in supporting your claim.
The customer can return the item due to the ‘change of mind’ provided we are informed about this within 15 days from the day after the delivery was made and items are wrapped to a standard or delivery boxes used for returns.
Any item being returned must be back to us no later than 30 days of the date the ‘Returns Authorisation Number’ (RMA) was issued. Any item returned after 30 days will be rejected.
Norwich Furniture accepts no responsibility for the return delivery cost for any item being ‘returned’ from ‘outside’ the British Mainland.
If an issue arises, Norwich Furniture will attempt to resolve the issue with a fair and reasonable financial offer.
Because we are confident in the quality of our furniture and the representation of our products in the advertisements, we only ever chargeback our ‘cost’ for returns.
Alternatively, the customer can use their own carriage.
Costs relating to the return will be at our expense unless extenuating circumstances are agreed by the carrier to return the item.
All returned items must resalable and in ‘as new’ condition. Therefore they must be in the original wrappings, unused and unassembled (if applicable).
Please ensure that the person unwrapping the item is very careful to keep the packaging intact. This is also essential in preventing the item from being damaged on its return.
Responsibility for items damaged during return because of inadequate wrapping lies with the customer.
We regret that under no circumstances can we accept returns that do not have their original packaging.
In the event of order cancellation
If you the customer did not receive the goods at the time of cancellation of the contract, and we have not processed the goods for delivery, we will credit your account for the goods in question including the delivery and in any event within 30 days of the cancellation being accepted by us.
If you are using the Norwich Furniture delivery service, all items are signed for as proof of delivery.
Please ensure that prior to signing, you check that the packaging is intact.
We are unable to accept claims for damages where the item has been signed for as ‘packaging intact’.
Damages will be replaced free of charge, providing that you inform us via email within 7 days of the item being delivered.
All damage claims must be supported by evidence in the form of digital photographs which you should email to us.
We are unable to accept the return of any damaged items if the item was not delivered by Norwich Furniture or supporting Courier.
In the highly unlikely event that an item is defective, you must inform us via Email or phone call from within 5 years of the original purchase date.
Claims for defective items must be supported by evidence in the form of digital photographs which you should email to us.
Norwich Furniture will inspect the item to verify that the item is defective and if it is, the customer’s account will be credited for the full value of that item, including carriage.
If the item is deemed not to be defective, a full explanation will be provided by Norwich Furniture
Norwich Furniture has the final say on whether an item is defective or not.
The value of the credit issued to our customer is at our discretion and each case will be considered on its own merit.
Taking into account the varying individual conditions to which the furniture could be subject once delivered, under no circumstances will we replace or refund items once 180 days have elapsed since delivery.
Where an item has been returned using our 7-day return policy, a refund will be issued to our customer’s account.
Delivery charges incurred do not get credited.
Norwich Furniture reserves the right to decide whether a damaged or defective item is replaced or refunded.
Where the refund option is selected, it will be issued via a bank transfer to our customer’s account or refunded to the associated credit/debit card, at our sole discretion. No cash refunds will be made.
All orders must be canceled via our website account or in writing.
Please find the relevant order reference, then send, in writing, your cancellation request.
Orders can only be canceled prior to dispatch.
Once the item has left the building, the full delivery cost will be incurred, as well as a return cost, only if a second collection trip is required.
All conditions are as above, but with the following limitations: All products carry a 12-month warranty against any manufacturing related issue.
A product can be returned for ‘customer remorse’ up to 14 days from the date of delivery.
Any transit damage must be reported up to 7 days from the date of delivery.