Cheltenham Daybed in Grey

Delivery Information

We offer free delivery to UK mainland.

Delivery Expectations:
The geographical location and courier availability may impose restrictions on our delivery service, particularly in certain areas. Deliveries to the Channel Islands, Isles of Scilly, Isle of Man, Isle of Wight, and Northern Ireland may not always be feasible. If delivery to these areas is required, please contact our delivery team before placing your order for a delivery quotation. Additionally, delivery to these regions may take up to 3-4 weeks, exceeding our standard delivery timeframe of 7-10 working days.

Delivery Day:
On the scheduled delivery day, you will receive notification of your estimated delivery window between 10 am and 5 pm. The delivery drivers aim to contact you 30 minutes before their arrival for your convenience.

If you have selected any premium build and packaging removal services, our courier will require clear and safe access to your property.

In case our trusted delivery partners are unable to access your property or garden, all deliveries will be made to the front of the property, known as a 'kerbside' delivery. A repeat delivery charge may apply if you are not available on the agreed delivery day.

Our standard delivery service excludes the setup or assembly of items and the removal of packaging materials. If these services are required, please opt for our Package Removal or Platinum Delivery options.

It's important to note that if you designate a 'safe place' for delivery, you assume responsibility for any loss or damage occurring after the delivery has taken place at that location.

Delivery Options:

Free Delivery:
We offer FREE 2 Man Delivery to most locations across the UK mainland, excluding certain parts of Scotland. This includes delivery directly to your garden. You'll also receive a call from your delivery driver 30 minutes before their arrival.

Please note that packaging removal is not included in this service.

Packaging Removal:
Our 2 Man Team can deliver directly to your garden and even take away your packaging, saving you a trip to the tip. You will also receive a call from your delivery driver 30 minutes before their arrival.

Platinum Furniture Assembly:
Our 2 Man Team Platinum service can deliver directly to your garden, assembling your new garden furniture sets, and even take away your packaging, saving you a trip to the tip. You will also receive a call from your delivery driver 30 minutes before their arrival.

Pergola Build Service:
We offer optional build/installation charges for Maze Como/Eden pergolas. The delivery partners can build your pergola as part of this service but will not fix it to the floor/ground. You will be responsible for securing the pergola to the floor/ground.

Please ensure the delivery destination is level and safe for the crew to navigate around. Our build service also includes taking away the packaging.

We do not offer pergola build/installation service for wall-mounted/lean-to models.

Additional Surcharge Areas:
Deliveries to the following addresses will incur an additional surcharge:

Scotland: AB, DD, FK8, FK9, FK11, FK12, FK13, FK14, FK15, FK16, FK17, FK18, FK19, FK20, FK21, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV30, IV31, IV32, IV36, IV63, IV99, KY, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PH1, PH2, PH3, PH4, PH5, PH6, PH7, PH8, PH9, PH10, PH11, PH12, PH13, PH14, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH49, PH50, TR17, TR18, TR19

Scottish Highlands: IV40, IV52, IV53, IV54, PA20, KW1, KW2, KW3, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14

Guernsey, Jersey, Isle of Man, Shetland Islands, Outer Hebrides, Isles of Scilly: GY, JE, KA27, KA28, PA41, PA42, PA43, PA44, PA60, PA61, PA76, PA77, PA78, PA45, PA46, PA47, PA48, PA49, HS, IM, ZE, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PH42, PH43, PH44, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV55, IV56, IV51, KW15, KW16, KW17

When Reporting Faults:

Please note ALL damages must be reported within 48 hours of receipt by the customer to:
support@refinedhomeliving.co.uk or our customer services team. For detailed Terms and Conditions please see our website at www.refinedhomeliving.co.uk. The order reference must be in the subject of your email. The Refined Home Living product code, and customer’s full name must also be included in the email.

Clear images of the fault must be attached, showing a close-up of the issue, and an overview of the part showing the issue. We also require images of the packaging which allows us to ascertain where the damage has occurred.

A brief description of the fault in your own clear wording must be included. If you choose to forward a customer’s email please remove unnecessary content to ensure a faster resolution. We only need information which is relevant to the case. In the body of the email, you will need to confirm the product code.

If the item has come from your own container stock, you must provide the customer’s full delivery details, which include the customer’s contact information. You must also confirm that the item has come from your own container stock and when this was delivered to the customer.

Any follow-up email regarding an open fault report must either be attached to the original email trail or included within the new email to show what has already been done to resolve the issue and avoid duplication of work.

Returning an Item:
An item cannot be returned unless agreed with our customer services team. We are not responsible for items which are returned and not processed correctly if yourselves or the end customer have not followed the process correctly.

The item will need to be repackaged in the original packaging for our couriers to collect the item.

Once agreed with our customer services team, Return Labels will be supplied to you, these must be applied to each and every box in order for the return to be processed and applicable credits to be applied.

Our couriers are unable to collect small items such as covers, parasols, etc. for a change of mind. The customer will need to arrange their own return of these items, but return labels will still be required; otherwise, a credit will not be issued.

For a change of mind, all goods must be in perfect condition and back within the original packaging; please note that return fees are applicable.

Returns can take several weeks to be returned to Refined Home Living in full, a credit note will not be issued until all items are received from our couriers.

By following these steps, it reduces delays to the resolutions of any faults, issues, or returns and also allows us to see what has been done to resolve to date. Issues reported not following the process may be declined and returned for the relevant information to be supplied.