Delivery & Returns

Orchid’s Delivery Fees - As an independent business we like to be transparent about our delivery charges. We don’t intend to make a profit from delivering orders to our customers, so we charge a fee for deliveries and returns, rather than increase product prices to cover these costs.

Our Delivery Fees

Small Parcel £4.95  Royal Mail or Parcel Force tracked.

Stools, Lamps and Heavy/Large Accessories £15 Courier Tracked

Small Furniture £25 Orchid Van Delivery or Courier tracked

Large Furniture 2-Man Orchid Delivery or 2 Man Courier £45 Signature required on delivery.

Please note; To reduce use of packaging materials the Orchid in-house delivery team will protect items in transit with re-usable blankets and fixing straps, items will be protected but not wrapped when delivered using our own vehicle and delivery staff. For delivery by the Orchid team you will receive a 2 hour window on an allocated delivery day, the driver will call 30 minutes before arrival. Orchid's own vehicle operates Monday - Friday, the 2 hour time-slot offered will depend upon the delivery address and scheduled commitments for that date; we will always do our best to accommodate the best day and time for you. Furniture delivered by sub-contracted couriers, will be suitably wrapped & protected. Timing of courier deliveries will be arranged directly between the courier and yourself once they have collected your order from our premises.

When Will You Deliver My Order?

On each product page you will see Availability which will show that the item is either In Stock, or when we expect to have more stock. Product delivery lead times are updated regularly.

Wooden lacquered furniture is shipped from the other side of the world, where the furniture is being hand-made and finished by family run businesses; there can be delays in the production process due to weather extremes as well as shipping delays due to logistical delays or sea-conditions; however we know that you will love your unique piece of furniture when it arrives and the wait will be worth it, so please be patient, if we do experience delays it is something over which we have absolutely no control! However we’ll do all we can to update you as information reaches us.

Who will Deliver my Furniture Order?

We use our own delivery staff and vehicle for deliveries within approximately 150 miles of our Hampshire showroom and storage facility;  for deliveries further afield, but still on the UK mainland, we use a 2-man, white glove delivery service, or courier service, based on the weight, size and fragility of each item. We have selected white glove and courier companies to take on our large and small item deliveries further afield to get as close to the service we offer with our in-house team. We are always keen to receive all feedback about your delivery experience so that we can be certain we are offering the best we can.

* Please check items carefully on receipt, couriers will not accept responsibility for damage in transit unless this is highlighted at the time of delivery. Couriers will assume that signed for item(s) indicates the delivery has been checked and in acceptable condition, if the delivery has not been un-wrapped and checked you must state this next to the signature.

 

Delivery Fees and Lead-time

Our delivery fees apply to deliveries made to mainland UK addresses.  All delivery charges apply per order, and not per item; you will only pay for the largest item/service in your order. To reduce emissions and negative environmental impacts, if you’ve ordered furniture items with standard delivery items we will process and dispatch everything together. This means that your total order will be delivered together, using the most appropriate service at a time to suit you, usually within 15 working days.

 

Deliveries Outside Mainland UK & International Deliveries

We deliver to outlying UK islands and the rest of the world, this means that you should complete your order on line,  we will contact you within a working day after your order has processed as we may need to add to the standard delivery fee.

If you are buying in store, by email or by phone, we will take the overseas delivery address details and contact you with a quote, usually within 24 hours, for shipping or overseas parcel delivery. Large or heavy items being shipped overseas will be crated and delivered to the kerbside outdside, or nearest to, the property address; depending upon the forwarding company,  a surcharge can be paid to deliver in to your home and to remove & take away all packaging.

Once you have accepted and paid the shipping fee, we will dispatch to the shipping agent. This fee covers the forwarding and shipping costs, this does not cover any additional local or customs charges which may apply, it is your responsibility to check with the relevant authorities

*  Where delivery is to an overseas address and a quote is required, complete placing your order and our customer service team will be in touch with more information. If you then change your mind about your order, will refund the price paid in full.

 

Click & Collect

A free click and collect service is available at our showroom near Stockbridge. When ordering, simply select the Collect in Store option at the checkout and our customer services team will send you an email when your order is in store and ready to collect.

Click here for opening hours, directions and contact information.

RETURNS

How Do I Return An Item?

Your statutory rights allow you to return an item up to 14 days from delivery. All items must be returned in a saleable condition and in original packaging, otherwise Orchid will be unable to issue a refund.

Orders are thoroughly checked prior to packing and dispatch; however, if an item is damaged upon delivery, please notify us immediately, by email, or phone and take photographs of the damage if possible. If you simply change your mind about your order, will refund the price paid in full, but delivery fees will not be refunded unless the item is damaged or faulty. We will deduct the cost of the return fee from your refund; the return fee is the same as the delivery fee paid.

In Store Returns

All purchases made in store will need to be returned directly to our store within 14 days. This can be done in person, or by posting items back to stores. Click here for the store details.

Please provide proof of purchase with your original receipt and ensure products are returned in original packaging.

 

Faulty Items

If you believe your item is faulty, please contact our customer services team straight away on 01264 811111 or email info@orchidfurniture.co.uk who will be able to advise you on the next steps and will help to organise a return or a replacement. If an item is agreed to be faulty or defective, you will not be responsible for covering the return cost.

Returns to: RETURNS: Orchid, The Old Barn, Sandydown, Nr Stockbridge, Hampshire, SO20 6BY

Email; info@orchidfurniture.co.uk

Telephone; 01264 811111

We want you to be delighted with every item you receive, but we understand that there are occasions you may want to return an item. If you aren’t totally satisfied with your purchase, you can return it to us in its original condition within 14 days for a full refund, excluding original delivery fees.

Online and Telephone Returns

If you’d like to return an unwanted item ordered online or over the phone please contact the customer services team. You are responsible for covering the cost of returning items to us. We are happy to arrange a collection for unwanted items at the delivery fee for that item. To organise this, please contact our customer services team on 01264 811111.

Standard size parcels may be returned via your local Post Office or courier at your expense. Please take care to keep all packaging until you are happy with the product as we can only accept returns with original packaging. All purchases made in store will need to be returned directly to store within 14 days. This can be done in person or by posting items back to store. Click here for store details.

Please provide proof of purchase with your original receipt and ensure products are returned in original packaging.

Please DO NOT attempt to fix an item yourself or via a third party, as this will affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty item without contacting our customer services team first.

If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost or the returns cost will be refunded.

Returning Bespoke Items

All bespoke items have been made-to-order especially for you and are not usually stocked by Orchid. This means you cannot amend the order once it has been placed and cannot cancel or return the order unless it differed from the agreed specification.

Please ensure you measure your space correctly before placing your order. Be sure to consider staircases, doorways and any tight spaces as your furniture may need to be manoeuvered through these spaces, please also remember to ensure that access from outside into the house is also checked for clearance and accessibility for furniture.

This does not affect your statutory rights, and if an item becomes faulty we will be able to offer a refund once the item has been returned.