Delivery policy – The Fettling Fairies

1. Introduction

1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.

1.2 This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale.

2. Free delivery

2.1 We offer free delivery to most mainland UK addresses.

2.2 All other orders will be subject to delivery charges as detailed in Section 5.

3. Geographical limitations

3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales.

3.2 We may from time to time agree to delivery products to other countries and territories.

4. Delivery methods and periods

4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a) We offer only one delivery method; if your delivery address is on the United Kingdom mainland, the typical period for delivery of products is within 21 days (excluding public holidays). Please see our FAQs section 'How long will it take for my furniture to be delivered?' for an explanation.

4.2 If you place your order before 15:00 on a working day, these time periods run from the close of business on that day; if you place your order after 15:00 on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

5. Delivery charges

5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

5.2 Applicable delivery charges will depend upon the location of the delivery address, and the size and weight of the products in your order.

5.3 We may, at our discretion offer a discounted price for delivery to certain UK addresses.

5.4 We may make an additional charge for delivery to addresses which are not at ground floor level, or which have access restrictions or parking restrictions. 

5.5 Our deliveries are made by 'one-man' courier services who will require assistance with large or heavy items from the vehicle to your ground floor entrance. If you cannot arrange or provide this assistance, you must notify us at the time of ordering so that alternative arrangements can be made. This will be at an additional cost which must be agreed before delivery is arranged.

6. Delivery tracking and the Delivery Appointment

6.1 We do not normally offer delivery tracking due to the specialised nature of the delivery services used. However we or our delivery service provider will make best endeavours to keep you informed about the progress of your delivery.

6.2 We or our delivery service provider will contact you to arrange a delivery appointment. (This contact will be a reasonable amount of time before the delivery appointment and normally at least one day beforehand). At this contact, you and the party contacting you will agree a mutually convenient delivery date and where possible a delivery time slot.

6.3 If you fail to agree a delivery date with us or our delivery service provider then we will hold your products at our premises for you to collect. If the delivery service provider has already collected your products from us then we will instruct them to return your products to our premises to await your collection. In these circumstances we will refund any delivery charge you have paid on these products.

7. Receipt and signature

7.1 All deliveries must be received in person at the delivery address, and a signature must be provided.

7.2 All deliveries will be made to the ground floor entrance of the delivery address. The driver may at his discretion assist you to locate the product in an accessible ground floor room.

7.3  It is vital that you inform us prior to purchase if you require delivery to a non-ground floor address /room, or to somewhere with access limitations or parking restrictions.  

8. Delivery problems

8.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

8.2 If our delivery service provider is unable to deliver your products on the mutually agreed date, and such failure is your fault, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs returning your products to our premises and the actual costs of re-delivery (even where the initial delivery was free of charge).

8.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(e) there is no person available at the address for delivery to accept delivery and provide a signature.

(f) the delivery address is not at ground floor level and you have not informed us of this prior to the delivery appointment being made.