Our furniture is made to order, bespoke to you, in our Hampshire workshops.
Delivery time:
Your personal sales advisor will keep you updated along the way, and if we are able to deliver sooner, we certainly will.
Delivery charges can often be seen as an unwanted extra at the end of your order. We'd love not to charge any delivery costs at all, but the reality is that your beautiful, bespoke furniture needs TLC on its journey to you. However, we make a promise to our customers not to have any hidden costs, including not tucking it into the product price – we like things, to be honest, and open. We also give you the option to collect your furniture from us if you prefer to – it’s another benefit of being British-made.
However, we really don’t want you to pay over the odds for this important service, so we’ve structured our delivery in a way which means you will 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)
Our standard 2-man delivery is to most of mainland UK, but doesn’t cover the following areas:
AB, CH, DD, DH, DG, EH, EX, G, HS, IV, KA, KH, KY, KW, LA, LL, LS, ML, NE, PA, PH, PL, TD, TQ, SA, SR, TR, ZE.
We can still deliver to these areas but please email us at sales@thedormyhouse.com for a quotation.
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.
Your bespoke furniture will be taken to the room of your choice (subject to access*), carefully assembled before all the packaging is removed for recycling.
Please note we 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. Orders cannot be returned or refunded due to inadequate access.
During delivery, we will assess a safe path to the designated delivery point. If the route is unsafe or the delivery team considers it is possible the product or your property will be damaged due to the access, they will leave it at the closest safe place. We hope you understand that for good reason, safety footwear cannot be removed by the delivery team; therefore, floors and stairways should be covered with sheets if you have concerns, and any pictures/ornaments to the delivery point should also be removed to avoid any damage.
Important information: 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 re-delivery costs. This does not constitute grounds for cancellation.
ACCESSORIES, LIGHT, MEDIUM WEIGHT FURNITURE (One-man delivery to your door)
On the day of dispatch 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.
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 sales@thedormyhouse.com for a personal quotation.
RETURNS
We are very proud of The Dormy House collection and hope you’ll love 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, who will be happy to chat with you. 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, due to their bespoke just for your nature.
Please note that mattresses and divans cannot be returned once the packaging has been opened or removed (this does not affect your statutory rights.)
Our customer's happiness 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.