Delivery and Returns

General

Deliveries are generally carried out Monday to Friday. However during peak times this may vary. Our drivers will make every effort to be with you on the agreed day and time, although there may be times when this is not possible due to circumstances beyond our control. On the rare occasions when this may occur, we ask for your patience whilst we make every effort to re-arrange your delivery.

All goods must be inspected at the time of delivery, particularly dining and sofa sets, to confirm everything has been delivered and all items are in good condition. We require that you sign the delivery paperwork to confirm that items have been received in good condition and advise us immediately of any problems.  All deliveries must be checked and signed for by an authorized adult. If the goods show any sign of damage on delivery, you must sign for them as damaged goods. Please take photos showing any damage as you will need this proof should you wish to return any items.

Please note that we must have a minimum of 3 working days’ notice of any changes required to re-arrange a delivery date. 

We operate two delivery services to our customers - Standard and Platinum service.

If your order is over £250 in value, you qualify for free Standard delivery to the UK mainland*. There are certain postal codes in remote areas that are excluded from this, as detailed below.

Exclusions

* UK mainland addresses. Delivery to the Western Isles of Scotland, Isle of Man, Isle of Wight, Northern Ireland together with some other UK postal addresses are subject to supplementary delivery charges and/or longer delivery times. If in any doubt as to whether this applies to your area, please email customer services at: hello@chicalfresco.com. These postal codes are generally (beginning with): BT, GY, HS, IM, IV41 toIV49, IV51, IV55, IV56, JE, KA27, KA28, KW15 to KW17, PA20, PA41 toPA49, PA60 to PA78, PH41 to PH44, PH49, PO30 to PO41, ZE.

Standard delivery

In stock items sent via parcel couriers will generally be despatched within 1-2 days after your order has been accepted. Items will generally be sent direct from the manufacturer, either by their own transport or by external courier, and should reach you between 7-21 days after your order has been accepted, although sometimes deliveries can be quicker. Bespoke furniture or larger items that are out of stock but may be in production or are coming from overseas, will take longer, usually between 2-6 weeks. The delivery estimate will be confirmed to you by email once your order has been accepted. Generally, furniture items will be delivered to the location on your premises that you request from the courier, such as a terrace or in a garage, and parcels will be delivered to your door. Upon delivery, you or your representative must be available to check the goods and a signature from an adult will be required as proof of delivery. The goods are then deemed to be your responsibility. If you are out when a parcel delivery is attempted, a card will be left for you to contact the depot to re-arrange your delivery. Some of our products are only available on pallets and are therefore only available to be delivered to the kerbside. You may need to ensure you have additional help to take your items into your home.

Platinum delivery

The Platinum service is perfect for items that require some light assembly, or if you would rather have your furniture ready for use straight after delivery. This ‘white glove’ service is undertaken by our furniture delivery specialist, and includes a 2 man delivery team who will deliver your furniture to a room (or outdoor space) of your choice, unpack, assemble, position the furniture, remove all packaging and recycle it. You will be given a day and 2-4 hour window for your delivery and the driver will contact you on the day as well. 

Some of our Made to Order items and some of our higher value items are eligible for Platinum service and, if included, this will be indicated in the item description. Items where you can select the Platinum service at an additional purchase price of £59.99 per furniture set will be indicated within the item description. Trade or business deliveries, where there are more items to be assembled, will incur an extra cost which will be agreed with you prior to delivery. Some of our larger items will be delivered by a pallet distribution company and in those cases, paltinum delivery is not an option as it will be kerbside only.

Due to the bespoke nature of our items, international deliveries will be calculated after the order has been placed and the customer will receive an additional charge. Feel free to contact us at any time to discuss the shipping options available and the additional costs involved.

Please note: due to the increasing fuel costs and potential fuel shortages, all delivery services are planning their routes to maximise their collections and deliveries and this has a 'knock-on' effect on retailers. Please bear with us when we organise your home delivery as we try to book your delivery in to get to you in the quickest time we can. However, there may be occasions where deliveries take slightly longer than we'd like.

Delivery Access

It is your responsibility to ensure that the furniture you order can be delivered to your property and that there is safe and reasonable access from the public highway to the place of delivery.

If our delivery staff consider the access to be unsafe or unsuitable, we will not deliver the goods until safe access is provided. If safe access cannot be provided within the delivery period agreed then we will have to return the goods to our depot and re-delivery charges will apply as outlined below. If you have any doubts that the furniture will fit up stairways, through doors, passages or any awkward or restrictive spaces, it is vital that you check the measurements of the product ordered and where necessary seek advice as to the suitability of the product for the position intended.  

You are obliged to provide any required parking permits in advance of the delivery. You must also inform us of any vehicle access issues or parking restrictions at the delivery address. For further information or if you have any questions about our delivery service please contact our customer service team at hello@chicalfresco.com.

The above responsibilities to ensure adequate and safe access also apply if we have agreed to collect goods from you and, if collection cannot be made for any of the reasons outlined above or below, our reasonable re-collection costs will be charged to you where we have incurred additional costs.

Failed delivery or collection

If on arrival at your premises we are unable to complete the delivery/collection due to unsafe access or the delivery is refused or you are not contactable and our drivers are unable to make the delivery/collection within the agreed period, or for any other reason beyond our control, then we will have to charge you for re-delivery/collection on a different date to cover the costs incurred. The charges will incorporate the actual costs for the return of goods to the depot and re-delivery/collection and will be applicable to all orders, even if inclusive delivery was offered in the original selling price, as additional costs will have been incurred by us. As the charges will vary according to location, type of delivery and the goods involved, we will inform you of the charges prior to re-delivery or collection being arranged. 

Returns and Refunds

Please note that made-to-order items, gift vouchers and personalised items can only be returned or exchanged if they are faulty or not made to the specification confirmed at the time of ordering.

If you cancel or wish to return an item to us within the seven days after receiving your item/s, we will process the refund due to you as soon as possible after the goods have been checked and, in any case, within 30 days of the day you have given notice of your cancellation (see our Cancellations section in our Terms & Conditions for more details). However, if you have already received delivery of your item/s, you will be responsible for the cost of returning the item/s to us in their original condition and with the original packaging. Please note that we cannot accept the return of items that you no longer want that have been assembled or modified in any way.

Under the terms of the Distance Selling Regulations (2000) you, as the customer, have a duty of care for the product whilst it is in your possession. Should you wish to return the goods it is your responsibility to take good care of the furniture in line with the manufacturers’ care instructions. You are the owner of the furniture once it has been delivered to you and you are liable for any loss or damage. Failure to take reasonable care may result in a claim against you.  To minimise the risk of any such claim we ask that you retain the original packing and use it when returning the furniture.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is faulty or defective. For your protection, we therefore recommend that you use a recorded-delivery and/or signed for courier service to return the goods to us since we cannot be held responsible for damage or loss of goods in transit.

For more information on your right to withdraw from your purchase within the seven day period, please see the advice from the Office of Fair Trading at the end of this policy.

For any other reason (for instance, because you claim that the item is faulty or defective or there are missing parts), please notify us according to the policy outlined below. If a product is sanctioned for return we will examine the returned item and if the product is found to be faulty we will, at our discretion, either rectify the problem or offer a full refund including any return carriage costs. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective item.

On the rare occasion where an item is damaged in transit we will offer to replace the damaged item as soon as possible. We cannot accept returns due to missing parts but will supply these as soon as possible from the manufacturer. If the parts are not available we will advise you accordingly and discuss other options with you.  

In some instances we may be able to arrange a return that falls outside of this timescale, providing that all of the above conditions have been met. In these circumstances there is usually a re-stocking fee that you would have to pay, as well as any delivery/collection costs. Please contact us in the first instance.

This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens Advice Bureau or the DTI Consumer Gateway website.

Notifying us of a fault or defect 

If there is a fault or other defect with your order we will normally offer a replacement service as long as the goods are checked within 72 hours of delivery. Failure to check the goods delivered within 72 hours will result in us being unable to exchange or refund your goods. 

In all cases we reserve the right to inspect the product and verify the fault. In order to do this we require photographs of the item and a full explanation of the fault, to be sent to us either by post or by sending an email to: hello@chicalfresco.com. The email must contain the order number and the fact that you wish to return an item because you think it is faulty. This ensures that our Quality Control Department has adequate information regarding the fault prior to our agreeing to repair, replace, send spare parts or collect the furniture if repair/replacement is not possible. We will not agree to a replacement or refund without images first being seen and verified.

Any refund due to a manufacturing fault or other manufacturing defect will include a refund of the delivery charge if applicable. Please note that this policy does not cover faults caused by accident, neglect, misuse, normal wear and tear (including weather damage) or glass magnification. 

Please note we do not accept returns from international orders unless the items are faulty. Faulty items must be returned by the same method as they were delivered and we will not accept return packages that have import duty or tax charges applied.

Missing Parts

If there are missing parts or the fault can be corrected with a spare part, we will not replace the whole item but replace the faulty/missing part if possible. Spare parts are normally available from our manufacturers within a reasonable period of time but if there is a long delay we will either replace the specific item or discuss other options with you. 

Please note that we will not replace complete dining or lounge sets if a single item is faulty but just the faulty item or part, which will be repaired or replaced according to the above policy.

Incorrect items

If you receive any incorrect items please notify us immediately by sending an email to hello@chicalfresco.com. The email must contain the order number and the fact that you wish to return an item because it has been delivered incorrectly. We will then deal with it as necessary. We regret that postage, packing and insurance incurred in the delivery of the goods to you are direct costs and cannot be refunded except where the error is ours.

Manufacturer Guarantees

Manufacturer Guarantees/Warranties can only be honoured if the appropriate maintenance has been carried out in accordance with the manufacturers’ care instructions. The manufacturer guarantees only cover manufacturing defects that can be identified as such and do not cover deterioration due to normal wear and tear, normal weathering processes in regular use, or scratches/imperfections resulting from the goods being misused, modified or handled without care.