Terms & conditions

Just to let you know

Our terms and conditions

We’ve put together a guide on our terms and conditions to cover any order placed with The Dormy House, whether it’s placed online, over the phone or in our showroom – they might change from time to time, in which case you’ll be able to find an updated version on our website. We suggest that take a quick look through now then file it in a safe place just in case you have any questions down the line – although we hope that you won’t.

Mother's Day competiton 

One winner will be picked at random and they will have followed The Dormy House on Facebook or Instagram, shared on Facebook or reposted on Instagram and tagged 3 people they consider to be a ‘super-mum’. The winner will be contacted via the messaging service on Facebook or Instagram. The prize is a rattan basket, lamb’s wool throw and rhino tray. We offer no cash alternative and the prize is non-refundable. It will be posted out (via DPD tracked delivery), please allow up to 4 working days for delivery. This competition is open in the UK only. The competition is open until midnight on Sunday 11th March 2018. 

The legal part

It’s quite important to say that we’re not liable for any indirect losses, such as losses of revenue or profits, which are not reasonably foreseeable when you place your order (except for personal injury or fraud). This also includes any losses caused by us not being able to meet our obligations because of things outside our control.

Thedormyhouse.com and our showroom are part of The Dormy House Furniture and Soft Furnishings (UK) Ltd. Our registered office is at The Dormy House, 27 Walworth Business Park, Andover, Hampshire SP10 5LH. You can contact us in writing, by email (sales@thedormyhouse.com) or by phone (01264 365 808) should you have any queries.

These terms fall under English law and the jurisdiction of the English courts.

Your order

When you’re placing an order for any of our furniture, soft furnishings and accessories, we always ask for the full amount to be paid as confirmation of your order. After making the payment you will receive an order confirmation via email, we can post it out to you if you'd prefer, please check all the details and contact us if you are unsure about any aspect of the order.

Please note that by placing an order with you will be deemed to have read, understood and agreed to our terms and conditions.

Lead times

Please note that we have been advised by manufacturing that lead times are currently 6 - 8 weeks (February 2018). If we accept a bespoke order please note that lead times will be a minimum of 8 - 10 weeks and may increase further so please do be aware of this. We can assure you it'll be worth the wait. 

Paint finishes

When it comes to paint, in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. If you are opting for an antique finish to your furniture, please remember that no two pieces will be the same as the finish is applied by hand. 

We always try our best to make sure that the descriptions, images and prices on our website and in our literature are accurate. Sometimes we can’t control this (for instance, computer monitors can affect colour), but if you spot something that you think is amiss, let us know and we’ll try to solve it as soon as possible.

We always advise customers prior to ordering to request paint samples.

Fabrics

Whilst every effort has been made to ensure that colour reproduction is as accurate as possible, slight variations may occur as a result of the photographic process. We always advise customers prior to ordering to request fabric samples to check that the colour and design is suitable.

Please note that fabric quantities quoted are approximate and are based on fabric no less than 137cm wide with little or no pattern repeat. Please contact us for advice if you are in any doubt (pattern repeats and differing fabric widths all have a bearing on how much fabric you will need).

If you have decided to use your own fabric, please mark up with your name and order number and send to:
THE DORMY HOUSE
27 WALWORTH BUSINESS PARK
ANDOVER
HAMPSHIRE
SP10 5LH 

If there is any ambiguity about the right side of the fabric, please either mark on the fabric you send in or send us a sample piece, which side of the fabric is to be used. The Dormy House cannot accept liability for inadvertently using the incorrect side. It is the responsibility of the customer to inspect and check their own fabric. Although we do our best to check for any faults in the fabric we cannot accept responsibility if the goods are made up before this comes to light.

We do also offer a collection service for your fabric which costs £15 per parcel. Please contact us to arrange this.

Calico covered furniture is supplied with the understanding that you will be upholstering the piece yourself. It is furniture that is in its ‘uncovered’ state and therefore staples will be visible. We use a flame retardant calico which is ivory in colour.

Delivery

We know that life can be busy, and waiting in for a delivery can get in the way. That’s why, for any order with our two man delivery service, we’ll notify you via email one week before we deliver, you’ll also receive a call with a three-hour timeslot two days beforehand.

Whilst our products come in parts please make doubly sure your order will fit through doorways and tight turns, up staircases and underneath ceilings, and if door frames, windows or bannisters needs to be removed to get it in, that you do this before we arrive.

If your pieces are on the smaller side, we’ll deliver them through one of our approved couriers, usually, they are on an overnight service and you’ll be notified by us via email when the product(s) have been dispatched and then provided with a time slot via text and email.

To ensure that your order arrives safely some of our items require self-assembly. We have taken great care to design the products so that assembly is as quick and easy as possible. There will be a set of instructions and fixings with each product. If anything is unclear then simply contact us.

While we’ll always do our very best to make sure your order is delivered on the day we say it will be, very rarely unforeseen delays can happen. It goes without saying that we’ll reschedule as soon as possible. Also, it can occasionally take us a bit longer to deliver to remote locations, such as the Scottish Highlands. Sometimes deliveries can be split due to the size and weight of products and therefore may arrive separately, but you won’t be charged extra for this.

Should you be ordering from outside mainland UK (e.g. Northern Ireland, Channel Islands, Isles of Scilly and Isle of Man), all items will be sent through our carefully selected international delivery partners and unfortunately, we’re not able to offer our 2 man delivery service.  

Cancellations and returns

While we hope that you’ll be thrilled with your order from The Dormy House if you’re not that’s fine too.

You may cancel your order for any reason up to the point of dispatch. If you do cancel your order then you will be refunded in full within 30 days.

We have a no-quibbles returns policy, and we’ll happily take back any piece that isn’t bespoke within 7 days of when it was delivered it, as long as it’s in its original packaging (unless we took this away for you) and without any signs of use. It’s important to note that we’ll only be able to take back mattresses that are still in their plastic wrapping for hygiene reasons.

To arrange a return just call us on 01264 365 808, email sales@thedormyhouse.com or visit our showroom if you’re returning an accessory or smaller item. If you’re returning a piece of furniture that you’d like us to pick up we’ll gladly do this from the address we originally delivered to, please note the delivery and collection costs will be deducted from your refund (costs will vary outside mainland UK).

Due to their custom nature, including customers own paint choice and customers own fabric, bespoke designs can’t be returned.

Of course, the exception to this is if there are any faults, knocks or bumps to your piece that we’ve caused. We take our delivery service seriously and we design our packaging to make sure that what’s inside is wrapped up safe and tight. We also create all of our pieces using the highest levels of skill and materials. But in the (very) unlikely event that you spot something not quite right, just let us know as soon as you spot the problem along with some photos and we’ll get it sorted. Please note that replacements are prioritised, but that items will take between 5 - 15 working days as everything is made from scratch. 

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.

Rest assured that your statutory rights are unaffected.

Our guarantee

Our MDF products are all made from sustainable forests and support environmentally responsible management of the worlds’ forests.

Aside from what we’ve already mentioned, there are also a few things we can’t cover that we’ve highlighted here:

Damage resulting from normal wear and tear (like dents and scratches)

Colour changes and fastness in textiles and paint (these will naturally change over time depending on storage conditions, natural light, etc.)

If you have any questions we’re just a phone call (or email) away. 

VAT information

All prices quoted are accurate at the time of publication and are quoted in pounds sterling (£) and where appropriate are inclusive of UK sales tax (VAT) at the prevailing rate.

If your order is being dispatched to a destination outside the European Union (EU) then your sales tax will be zero. If your order is being sent to a member state of the EU then the selling price will include VAT at the current rate.  Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them. A delivery charge will be added to your order value where appropriate. Please contact us for a delivery quotation.

Data security

Protecting your data 

When you order with us, we ask for information such as your name, e-mail address, contact number, credit/debit card details. All this is necessary to process your request or notify you of acceptance of your order.

Our site uses secure server software to protect your information whenever you place an order or access your account information. This software encrypts all information you input before it is sent to us to minimise the risk of this being intercepted before it is received by us. We also follow a tight security procedure as required under UK Data Protection Legislation (the Data Protection Act 1998) to protect the information that we store about you from unauthorised access.

All the information we collect via our website or through correspondence with you may be used for the following purposes - dealing with orders and accounts, processing payments, credit reference checking, fraud detection and research.

Access to customer account information is limited to those who need access to the performance of their job and we use full login and password controls on our system.

If for any reason you are unsure about the personal and account information we are holding in your name, please contact us. We will happily review your file and update the records if required. You can call us on 01264 365808 (Monday - Friday 9.00am to 5.00pm) or email us on sales@thedormyhouse.com.

Cookies

Our cookies do not contain any personal information about you and are used only to determine your browser and user preferences for our site. This helps us to provide you with the best service and to make it easier when you shop. You can, if you prefer, set up your internet browser to not accept cookies. You will still be able to use our site without having cookies enabled.

Payment security

We recognise that security is a major concern to many of our customers. We have put a very secure system in place so you can feel completely at ease when shopping with us over the internet.

We feel confident that credit card information entered on our site will not be accessed by any unauthorised person or company. Once your order has been transferred to our order processing system all credit card details are removed from the website as an added precaution and our sales order processing system and internal network are protected by the latest proxy technology. This does mean you have to give your card details every time you place an order with us but this minor inconvenience does ensure that it is totally safe to shop at The Dormy House.

Our mailing list and customer opt-in

Making a purchase and/or creating an account with The Dormy House will automatically subscribe you to our customer database. As a member of our database, you will receive our seasonal catalogue, exclusive promotional discounts, previews to new ranges and our latest news via email.

You can unsubscribe from this correspondence by selecting the 'unsubscribe' option at the foot of our emails or by contacting sales@thedormyhouse.com

From May 2018 this will change to comply with GDPR guidelines.  

The Dormy House will never pass on your personal information to a third party for third party marketing purposes. We respect your privacy and are committed to protecting it.