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. Please check with our design team if you need any assistance with this.
Your order becomes binding as soon as we receive your paperwork & deposit. The bespoke cabinets 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.
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.
All goods are thoroughly checked and packed prior to dispatch however if your cabinet arrives damaged or we have made mistakes with your order, we will of course repair it as soon as possible. Please check your cabinets 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. Please ensure all entrance ways, flooring and walls are protected appropriately prior to delivery.
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.
We require a 25% deposit upon ordering, 50% payment before commencing manufacture and 25% before delivery of your kitchen is made. Installation fee is payable after completion of install. Please note that your deposit confirms your order. Payment can be by debit card, bank transfer or by credit card.
Our general turnaround/lead time on new bespoke cabinets is 8 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.
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