Terms & conditions

Conditions of sale

Please note that by placing an order with you will be deemed to have read, understood and agreed to our terms and conditions. Find our detailed Ts & Cs here.

Our terms and conditions cover any order placed with The Dormy House, whether it’s placed online or over the phone – 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 it now and then file it in a safe place just in case you have any questions down the line.

Obligations

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 is 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, this is because the making starts straight away.

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.

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 despatched 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.

Our bespoke service

The beauty of our British bespoke service is that you create a home that’s tailored to you and your taste, from beginning to end.

How do I choose the right paint finish for me?

Colour is a feeling, and we all react differently to shades on a palette. When it comes to choosing the right colour for your home, it really is subjective, so we offer a sample service and always encourage our customers to ‘try before they buy’.

What paint finishes can I choose from for my customised piece?

We’ve carefully created a beautiful collection of paint finishes, inspired by the English landscape and culture, which you can view here.

Our wood stains only apply to the wooden legs on our upholstered furniture, with the exception of the dark mahogany finish that can be used on our Louis chair frames and lamp bases.

The colour of my customised piece is not quite what I expected, why?

Painting colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. As of May 2023, we also changed to a more eco-friendly, water-based paint so if you're trying to match furniture prior to this date, there may be a slight colour variation. We always try our best to make sure that the descriptions and images 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. 

What fabric can I choose from for my customised piece/soft furnishings?

We’ve carefully created an exquisite and extensive collection of fine fabrics, many from leading British designers, which you can view here.

The colour of my fabric is not quite what I expected, why?

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.

What if I can’t find what I’m looking for?

That’s absolutely fine! You simply need to just let us know and arrange getting the fabric to us, then leave it in our safe hands.

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, indicating 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. 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.

Your delivery

Our furniture is made to order, bespoke to you, in our Hampshire workshop. Please rest assured that our production team will be working hard to complete your order as quickly as possible for you.

When will I receive my order?

Our furniture is made to order, bespoke to you, in our workshops.

Painted Furniture: - 12-14 weeks 

Sofas and armchairs – allow 8-10 weeks

Headboards, beds & mattresses – within 3-5weeks

Curtains, blinds and other soft furnishing orders – 3-5 weeks

Your order confirmation gives you an approximate lead time for delivery and will be from a member of our sales team, who will always be your point of personal contact.

We will keep you updated and if we are able to deliver sooner, we certainly will. However, should you have any further questions or want a delivery update please do not hesitate to get in touch by emailing sales@thedormyhouse.com or call us on 01264 365808.

For more information on a personalised delivery, please contact us.

Delivery requirements

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. Our delivery team will deliver to your chosen room, but if, on inspection, they judge that an item of furniture may not fit into or through the access space or that they may risk damage to the item or your property, we reserve the right to leave the item in a safe and convenient alternative location.

Please ensure that you provide adequate protection to all floor or floor coverings, remove pictures and ornaments that could possibly be damaged whilst attempting delivery, as, in the unlikely event, we cannot accept any responsible for damage to flooring or other items.

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 the assembly is as quick and easy as possible. There will be a set of instructions and fixings for each product. If anything is unclear, then simply contact us.

Keeping you informed

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 time slot two days beforehand.

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 the 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.
 

What areas do you deliver to?

Our STANDARD delivery costs cover most of mainland UK with the exception of the following postcodes:
AB, DD, DH, DG, EH, EX, G, HS, IV, KA, KH, KY, KW, LA, LL, ML, PA, PH, PL, TD, TQ, SA,TR, ZE. We can still deliver to these areas, but please email sales@thedormyhouse.com for a delivery quotation.

As well as mainland UK, we deliver to Northern Ireland, Southern Ireland, Channel Islands, Isles of Scilly and Isle of Man. Please note these will be sent through our carefully selected international delivery partners and will arrive on palettes to the curb side. Unfortunately, we’re unable to offer our 2 man delivery service. Please contact us for pricing and further information.  

Our guarantee

We’re so proud of The Dormy House collection and confident in the high quality British bespoke items we make for you, that we are happy to make a promise to always be on hand to help.

What if I am unhappy with my Dormy experience?

We go the extra mile for our customers and always want to meet your expectations of customer service. We opt for customer satisfaction above all, so if you are ever unhappy, please do get in contact with us. For FAQs about returns, head to Changing your Mind.

How long will my furniture last?

Our beautiful British bespoke items are designed for everlasting style, though the wear and tear of any furniture is not as timeless – as much as we wish it was. So, we give you a gorgeous guarantee for the following length of time.

We guarantee our painted furniture for five years. For upholstered furniture, soft furnishings and accessories fabric for one year and the frame for five years.

*We do not guarantee: 

Accidental damage but can always help with supplying replacement
component parts

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.)

Ex-display pieces

Furniture that has been moved from the address to which it was
originally supplied

Things to note... 

You might notice that cupboard doors and drawers shift a little, and this is likely to be down to uneven floors. The hinges we use can be adjusted which will normally fix the problem.

If you have any questions we’re just a phone call 01264 365 808 or email sales@thedormyhouse.com

Changing your mind

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

How can I cancel my order?

You may cancel your order for any reason up to the point of despatch. 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 is also important to note that
modular furniture, upholstered furniture and soft furnishings are all bespoke made to your configuration and in your choice of fabric, whether from our collection or your own fabric and these items cannot be returned unless faulty. 

Our divans and mattresses are a made-to-order product and these cannot be returned unless found to be faulty. 

How do I return an item?

To arrange a return just call us on 01264 365 808 or email sales@thedormyhouse.com 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 the mainland UK).

Please note, if you cancel your order once your furniture is already with our delivery team, the cost of shipping cannot be refunded.

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.

What if I’ve changed my mind on a bespoke piece?

Due to their custom nature, including customers own paint choice and customers own fabric, bespoke designs and upholstered furniture 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.

Payment & discounts

When do you take payment?

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 immediately 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.

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 despatched 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.

Offers and discount codes

Offer discount codes or sale prices cannot be used in conjunction with any other offer or discount codes and do not include delivery costs.

Offer discount codes do not apply to furniture that is made of a bespoke size or colour.

All offers and discount codes are at The Dormy House's sole discretion and are subject to variation or withdrawal without notice.Discount codes cannot be applied retrospectively. 

Any free delivery offer only applies only to Standard UK mainland delivery.

Paint & fabrics

Paint finishes

When it comes to painting, in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. 

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 strongly advise that you request paint samples prior to ordering to and not rely on the computer screen for colour matching. In the unlikely event, that your furniture arrives and you are not happy with the colour, we can take it back for a re-paint but collection, re-paint and re-delivery costs will apply at your costs. 

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.

Please note that our production lead time begins on the date that we receive your fabric and order.

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.

Original art

If you buy a work of art online but wish to cancel, please contact us immediately. If the sale has already been processed, you will have to follow the returns procedure.

If you buy artwork online but are not completely satisfied with it on its arrival, we will offer a complete refund providing that:

You notify us within 3 days of its arrival at annatrinder@thedormyhouse.com or by phoning 01264 365 808 so that we can send you a returns label.

The artwork is returned in suitable and secure packaging.

The artwork is returned through a signed courier or tracking service.

The artwork is in its original condition and not damaged. 

The artwork is returned within 14 days.

The buyer is liable for the cost of the return shipping and is responsible for any loss or damage in transit. We advise you to keep all the original packaging.

Once the painting has been received back by the gallery or the artist, the sale will be refunded in full.

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 the 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 9.00 am to 5.00 pm) 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 for 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.

  • Terms & conditions
  • Our bespoke service
  • Your delivery
  • Our guarantee
  • Changing your mind
  • Payment & discounts
  • Paint & fabrics
  • Data & security