Delivery Information

Delivery Charges and Guidance

Below you will find all of our delivery charges*.

*Please note that we do not deliver to Scottish Highlands and Islands, Northern Ireland, Isle of Man and Channel Island addresses. We will deliver to an agreed address on the Mainland and then the customer must arrange for shipping or couriers services for further delivery.

Chairs and Stools

FREE

We deliver all our chair and stool orders free of charge. If you are ordering chairs along with a table then we will deliver everything together within our specified lead times. If you are just ordering chairs we will despatch these via DPD or a pallet delivery once the order is ready. Lead times for finished chairs is 2-3 weeks.

DPD deliveries come packed in a cardboard box and a 1 hour nominated time slot is given which can be amended via DPD if required.

Pallet deliveries for chairs/stools, come packed onto a pallet or wooden crate. The order will be delivered to the closest and safest accessible point to the property, in most cases this is a kerbside delivery. The driver is unable to handle the goods or enter a customer’s property, so someone responsible must be available at the property upon delivery.

Tables, Dining Sets and Large Furniture Items – 1 Man Delivery Charge (with customer assistance)

MAINLAND ENGLAND £59 delivery charge

CB CAMBS postcode £10 delivery charge

WALES £69 delivery charge

SCOTLAND (MAINLAND) £100 delivery charge

HIGHLANDS AND ISLANDS Please contact us for delivery rates to your location.

Please note: 1 Man delivery will require assistance on delivery. If assistance is unavailable our driver is not obliged to assist in moving items into a home or premises. It is recommended that two strong people take delivery to make sure items can be moved easily.

For large orders, delivery cost will be weight and size dependent, so we do reserve the right to contact you regarding an increase in the price and to take additional payment if required. If you are placing a large order, please email us with all the items you would like to purchase with your delivery address and we will send you a shipping quote.

All deliveries are ground floor only as we cannot insure our delivery team to carry up stairs. If you are unsure which services are most appropriate for you please call to discuss.

Tables, Dining Sets and Large Furniture Items – 2 Man Delivery Charge

MAINLAND ENGLAND £125 delivery charge

CB CAMBS postcode £40 delivery charge

WALES £145 delivery charge

SCOTLAND (MAINLAND) £250 delivery charge

HIGHLANDS AND ISLANDS Please contact us for delivery rates to your location.

Please note: For large orders, delivery cost will be weight and size dependent, so we do reserve the right to contact you regarding an increase in the price and to take additional payment if required. If you are placing a large order, please email us with all the items you would like to purchase with your delivery address and we will send you a shipping quote.

All deliveries are ground floor only as we cannot insure our delivery team to carry up stairs. If you are unsure which services are most appropriate for you please call to discuss.

Shelving and Accessories

Delivery for all of our shelving products and storage accessories are charged at a flat rate of £7.95.

Showroom Collection

Collection from our workshop address is Free of Charge.

Orders can be collected from our showroom in Ely, Cambridgeshire by prior agreement. Collections can take place between Monday to Friday 9.30am to 5pm. To arrange to collect your order from our Showroom, please contact us on 01353 361843. Our team will provide you with our showroom address, and you will need to give us 2 hours notice prior to collection.

Returns Policy

We believe in getting things right the first time and to the highest standard of quality. If you notice any damage after delivery this must be reported within 48 hours and supported with photographic evidence so we can see the damage remotely, we will then arrange to fix the issue.

Whilst we hope you are delighted with your new bespoke design, if you wish to return it for any other reason, as all of our furniture is made-to-order (with the exception of accessory items) then a minimum 50% restocking charge will apply, to cover build time and material costs. You will also be required to cover the cost of collection at £59.

If you wish to cancel your order for any reason at all following purchase and before delivery this must be done before the order is fully confirmed and an agreed initial delivery date is set, then the same restocking charges as above will apply. The reason for this is because if we have began production of that unit as all of our furniture is made-to-order, the frame for that design may not be re-workable or re-sellable.

To arrange a return or cancellation just call us on 01353 361843 or email us at info@willisandstone.co.uk

Please contact us at info@willisandstone.co.uk to ask for the return and explain the reason for the return and you will be given the returns address. Please note, the item must be returned to us in the condition that it was sent to you, so please ensure the product is packaged as you received it so it does not get damaged in transit, unfortunately, we cannot cover the returns cost. To ensure the return comes back to us safely we advise that you ask for a proof of postage receipt.

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.

Bespoke Terms & Conditions

Furniture Delivery Information

Delivery dates are not guaranteed but we will do our utmost to ensure goods are delivered within the stated time scale. Prior to delivery you will be offered a delivery day based on our carrier’s availability in your area. If you cannot accept the date offered this might delay your delivery. Our carrier will call approximately two days prior to the agreed delivery date to confirm the day and an estimated time. The customer must be available at the address to sign and acknowledge receipt and acceptance of the furniture. We reserve the right to charge for storage costs and redelivery if we have to store your furniture or bring it back because you have been unable to accept delivery. In the instance where the customer cannot accept delivery in the given timescale we will be forced to charge storage at £30 per week in most cases.

Access

It is your responsibility to ensure that the furniture you have ordered will fit into your home. It is very important that you carefully measure where the piece is going to go and if there are any tight corners, narrow staircases and doorways.

Acceptance of Order

Your order becomes binding as soon as we receive your paperwork & deposit. The bespoke furniture you order will be made specifically for you in accordance with the instructions and specifications you have given us. It is your responsibility to check all details and aspects of your order are correct – particularly when we send you your order acknowledgement and that the goods are suitable for your requirements, including measurements, dimensions, access & delivery.

Dimensions

Please note item sizes are nominal and may vary +/- 10mm on sizes stated. Where space or fit are of paramount importance the customer should satisfy themselves that the item is suitable for the purpose intended and will fit the available space. When there are critical dimensions such as restricted ceiling height etc. we must be given the measurement together with any desired clearance. We cannot be held responsible for inaccurate measurements.

Liability

All goods are thoroughly checked and packed prior to dispatch however if your furniture arrives damaged or we have made mistakes with your order, we will of course repair it as soon as possible. Please check your furniture carefully and report any problems immediately on delivery as we will not be held liable for any defects identified after receiving a signed acceptance of delivery. We cannot be held liable for conditions of use or storage within the customers’ house after delivery which may affect the furniture in any way. If light damage does occur in transit we will endeavour to repair and make good, this will typically be carried out onsite for any orders within the UK mainland. For goods outside of UK mainland traveling via third party courier, damage is not covered.

Due to the nature of large, heavy items during delivery we will endeavour to take all precautions to ensure no damage occurs to customers property. However we are aware accidental damage can sometimes occur. In the event of any accidental damage caused by ourselves our first course of action would be to make good where possible and second to pay compensation to a maximum amount of £100. With this is mind it is your responsibility to:

– provide non-slippery protection for your floors (both for carpets and wooden flooring) from the front door to the final placement of the Products. We cannot carry enough protective sheeting for all our deliveries. We cannot be held responsible for damage to floors or carpets if they are insufficiently protected;

– ensure that the access to the area and the area itself for the Products to be installed is clean and clear of obstruction prior to our arrival. We are not responsible for moving any existing furniture or any other objects. We will not take any unwanted furniture or other objects away for disposal.

is up to the customer to ensure all entrance ways, flooring and walls are protected appropriately prior to delivery.

Heat sources

It is not advisable to position the furniture in very close proximity to a direct heat source eg. a radiator/Aga. We advise against putting the furniture in direct contact with underfloor heating.

Floors

Uneven floors may affect the performance of the doors, in terms of altering the gaps which could lead the doors to pinch.

Care Guide

Please see our Care Guide for information on Timber and Painted Furniture

Stone Flooring Deliveries

We are able to deliver nationwide, using a third party Haulage Company, to offer a reliable and fast delivery service. All deliveries are chargeable.

Deliveries are usually made within 3-4 working days, from the date of order placed, if the tiles are in stock. A convenient delivery date will be discussed with the customer upon ordering. If the tiles are out of stock when the order is placed, we cannot guarantee a delivery date, due to reasons beyond our control.

Deliveries are made between the hours of 8:30am – 6pm Monday to Friday, excluding bank holidays. If you require an AM, PM or timed delivery slot, please let us know when placing your order, and this can be arranged for an extra charge.

Orders come packed onto a pallet or wooden crate. Deliveries are typically made using an 18-tonne lorry, so Ely Farmhouse Furniture do need to be made aware of any access issues prior to delivery. If required, a 7.5-tonne lorry can be requested.

Deliveries are made using a tail-lift offload. The order will be delivered to the closest and safest accessible point to the property, in most cases this is a kerbside delivery. There is a manual pump truck on board the delivery vehicle and at the drivers discretion this may be utilised on flat, hard standing ground. The driver is unable to handle the goods or enter a customer’s property, so someone responsible must be available at the property upon delivery.

We ask all customers to check their goods upon arrival and should there be any damage or shortages this must be noted on the delivery note. We ask customers to check for any sign of damage, and if they do see anything, to sign the delivery note with the single word ‘damaged’. Do not sign for the goods without checking them first. If you believe that more than 10% of the goods have been damaged, please contact us immediately.

Please take care when unpacking tiles, as they are a fragile item. The tiles should be stored safely and handled carefully prior to installation.

Payment for Furniture

We require a 50% deposit upon ordering & the final 50% payment before delivery is made. Please note that your deposit confirms your order. Payment can be by debit card, bank transfer or by credit card.

Our payments are all processed via PayPal, we therefore accept PayPal, and all credit and debit card payments via PayPal.

Our general turnaround/lead time on new bespoke items is 8-10 weeks but we have been known to deliver sooner than this. At any point you can then check your order and make any additional payments. We will notify you that your item is ready for delivery so balance payments can be made before we deliver any goods. Please note full payment must be made before delivery