Your delivery

When will I receive my order?

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 in the meantime, please do not hesitate to get in touch with me personally, or a member of our Dormy team.

Can I choose when I receive my order?

For heavy items:

Once The Dormy House delivery team or one of our delivery partners have collected your furniture from our workshop, they will be in contact with you either by phone or by email to arrange a mutually convenient day for delivery.

If you find that you are unable to keep to a previously confirmed delivery date, you must inform our delivery team or a Dormy team member know at least 24 hours in advance. If our delivery teams arrive and find you are not there to take delivery, you will unfortunately be charged for redelivery costs. This does not constitute grounds for cancellation. 

For accessories and light-medium weighted items:

On the day of despatch from us, the courier will send you 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 providing 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.

We will do all we can to deliver your furniture within the time stated upon
ordering – we will, wherever possible, advise you of any anticipated additional delay when placing your order, however, failure to deliver within the estimated time cannot be considered as grounds for cancellation or compensation
.

What will happen on the day of my delivery?

Our small items are delivered by national couriers such as DPD, and will arrive straight to your door.

For heavy good items, your new piece of furniture will be taken to the room of choice, unpacked, and assembled, so you don’t have to worry about a thing. We also take any packaging away with us.

Find out about our full delivery service here.

Do you deliver outside mainland UK (Northern Ireland, Southern Ireland & Channel Islands)?

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, read here.

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 we guarantee the
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; 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.

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.

What are the terms and conditions of your mailing list offer?

As a warm welcome to our mailing list, we offer new customers a promotional discount. Please note the following terms and conditions when using the promotional code:

 •Sale prices on The Dormy House website cannot be used in conjunction with any other offers or discounts and do not include delivery costs.

•Offer discount codes cannot be applied retrospectively. 

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

 

Our bespoke service

The beauty of our British bespoke service is that you create a home that’s tailored to you – from beginning to end – from paint finishes to fabric choice and personalised, decorative handles.

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 free 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. 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. 

To make sure you love a colour, we always advise customers prior to ordering to request paint samples – it’s free and a fun way to explore the right shades for you.

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.

Sample service

There’s nothing quite like seeing and feeling something with your own eyes and hands – up close and personal. You’re always welcome to visit our Hampshire Showroom, but as part of joy of doing things the Dormy way is being able to select some free paint samples and fabric swatches to experiment with at home.

How much does it cost?

Our sample service is absolutely free. We encourage you to find the right finishing touches for your home, so you will cherish your piece of Dormy forever.

How many samples can I order?

Enjoy ordering up to 12 paint samples and 12 fabric samples for free – we want you to make the right decision for your home.

What if I do not fall in love with any samples?

If you don’t manage to find the perfect finishing touch for you, please contact us so we can help you with your home design decisions. For fabrics, we are happy for you provide your own if you have already fallen in love with something.

 

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?

Unless your order is upholstered, bespoke, or modified in any way, 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. Please note, if you cancel your order once your furniture is already with our delivery team, the cost of shipping cannot be refunded.
To arrange a cancellation, just call us on 01264 365 808, email sales@thedormyhouse.com or visit our showroom.

How do I return an item?

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. It is also important to note that upholstered furniture and soft furnishings are all bespoke made in your choice of fabric, whether from our collection or your own fabric and these items cannot be returned unless faulty. 

Contact us 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 the mainland UK).

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.

  • Your delivery
  • Our guarantee
  • Payment & discounts
  • Our bespoke service
  • Sample service
  • Changing your mind