Dear Customers,

Please rest assured that we will be working hard to complete your order as quickly as possible for you. 

Our aim is to return to an 8-week delivery schedule as swiftly as possible, but we currently kindly ask for your patience in allowing approximately 12 weeks for your painted furniture to arrive.
Upholstery and soft furnishing orders are normally despatched within 6 weeks.

We will endeavor to keep you updated along the way, and if we are able to deliver sooner, we certainly will. 

  • Our bespoke furniture is made here in Andover just for you and from receiving your order your furniture will be added to our weekly production schedules. You will receive an order confirmation giving you an approximate lead time for delivery from our sales team and you will always have this person as your point of contact. 
    We will endeavor to keep you updated along the production process.

Many thanks for your support and understanding, it’s much appreciated at this time.
In the meantime, please don’t hesitate to contact us if you have any questions.

All the best,

Anna, Co-Owner, The Dormy House

If you have any questions about delivery or custom orders, please don’t hesitate to get in touch.
Contact us now to see how we can help you.

OUR DELIVERY SERVICE - to UK Mainland Addresses

(excluding Scottish Highlands, Northern Ireland, and Isle of Wight where postage and delivery are charged at cost, see note below and contact us for a delivery quotation)

Delivery is often seen as the unwanted charge at the end of your order and we'd love not to charge any delivery costs, however, our policy is not to hide the cost of delivery into the cost of the product as we give you the option to collect your furniture from us if you prefer to. 

We don’t want you to pay over the odds for this important service, so we’ve structured our delivery so that you'll only ever pay for the largest items’ delivery cost regardless of how many items you order at any one time.

HEAVY FURNITURE (White Glove Delivery Service) 

After The Dormy House Delivery Team or one of our delivery partners have collected your furniture from our factory,  they will be in contact with you either by phone or by email to arrange a mutually convenient day for delivery.
Your furniture will be taken to the room of your choice (subject to access*), assembled, and all the packaging removed for recycling.
Please note that our delivery partners do not fix furniture to the wall unless this has been pre-arranged at the point of order – in which case our specialist delivery teams will be employed and sometimes this incurs an additional fitting cost. ~

* If you have concerns about access, for example, spiral staircases, narrow halls, etc., please speak to a member of our sales team. 

During delivery, the delivery crew will assess a safe path to the designated delivery point. If the route is unsafe or the Delivery Crew considers it is possible the product or your property will be damaged due to the access, the Delivery Crew will leave it at the closest safe place or as the delivery crew to attempt delivery. Safety footwear cannot be removed by the delivery crew to make a delivery; therefore, floors and stairways should be covered with sheets and any pictures /ornaments to the delivery point should be removed.

Important information: If once our delivery teams have confirmed a delivery date with you, and you find that you are unable to keep this appointed day you really must let our delivery partners or The Dormy House know at least 24 hours in advance. If our delivery teams arrive and find you are not there to take delivery you will be charged for redelivery costs. This does not constitute grounds for cancellation. 

ACCESSORIES, LIGHT, MEDIUM  WEIGHT FURNITURE (one man delivery to your door) 

On the day of despatch from us, the courier will send a courtesy email or text message informing you that they are in receipt of your parcel and to expect it the following day. 
You will also be given a consignment number so that you can track your delivery. On the day of delivery, they will send another email or text message indicating that your parcel(s) are on the way and provide you with a time slot. If you are not going to be able to receive your delivery you will have ample opportunity to make alternative arrangements with the courier directly.


OVERSEAS, BFPO, SCOTTISH HIGHLANDS, NORTHERN IRELAND, IRELAND, ISLE OF WIGHT, AND NON-MAINLAND UK

Delivery is charged at cost to the above areas. Please contact our sales team by phone on 01264 365808 or by email at [email protected] for a quotation. 

RETURNS

We are very proud of our Dormy House collection and want you to be delighted with everything you purchase from us. If for any reason you are not totally satisfied with your order, please contact our customer services team within 7 working days of receipt of your goods. Non-faulty items must be unused and in their original packaging. With our custom-made products such as all upholstery, soft furnishing orders, and accessories when the item has been made in a fabric of your choice, we are sorry, but we are unable to refund unless they are damaged or faulty.

Please note that for hygiene reasons mattresses can not be returned once the packaging has been opened or removed (this does not affect your statutory rights)

Customer satisfaction is of the utmost importance to us here at The Dormy House so please contact us as soon as you think you may have a problem.