General Delivery Information
Giving you the best service is our priority. This should cover everything you might want to know before placing an order. For extra piece of mind, we'd be happy to help explain how we work or answer any questions you have either via live chat, email or phone.
How do I place an order?
We want you to feel as secure buying through mrfurnish as possible, therefore we have different ways for you to order so you can use the option you feel most comfortable using:
Order Online! - When you place an order through mrfurnish online you will find it safe, easy and fast. You can make changes and review what you have entered nearly every step of the way and you can do this anytime, 24 hours a day, 7 days a week.
Call Us! - Our sales and customer care team is ready and waiting to take your order over the phone. For any enquiries please call 0844 414 8985, Mon-Fri 10:00am - 5:00pm and we will be happy to help. If you are unable to get through, or call outside of these hours, please leave us a message and we will be sure to get back to you.
Using promotional codes
Should you receive a promotional code from mrfurnish, be sure to enter it during checkout in order to take advantage of the discount that is being offered. Discounts cannot be applied retrospectively to a purchase so don't forget to use it when in the checkout. Please contact us if you have any questions or need assistance when using this feature. (Please note, many promotional codes and coupons are time limited and limited to one per purchase).
What are my payment options?
Here at mrfurnish we accept payments via PayPal and the following credit/debit cards: Visa, MasterCard, Maestro, Switch and Solo
When completing your order online, please ensure that you include your daytime telephone number and email address (if you have one) so that we can contact you with any questions or updates we might have relating to your order.
We take the protection of your card details very seriously and as such we do not store any credit card or bank account details on our systems. As part of checking the validity of the transaction you are attempting, confirmation is requested from your bank by our payment gateway that you are authorised to use the card you have used. Sometimes your payment provider will decline the transaction for security reasons, there is absolutely nothing mrfurnish can do about this and you will need to contact your bank.
In some instances the payment gateway will allow the transaction but mrfurnish may still need to carry out more checks to satisfy ourselves that the person placing the order is the card holder. These checks may delay the progress of the transaction.
Making changes to your order
If you would like to change any of the details of you order you must contact us via live chat, phone or via the contact us page below as soon as possible after placing your order and let us know the details you would like to change.
You can change the details of your order with regards to the items you would like and the address you would like it delivered to up until the point we dispatch your order for delivery. Please note that if you delay in notifying us of these changes we may not be able to make them and it could cause delays to your delivery.
Changing your personal details
Changing your personal details couldn't be simpler. All you need to do is log in to your account on our homepage by clicking on the "Sign In" option on the blue bar at the very top of the page. Once you have signed in you can easily change both your Shipping and Billing addresses or any other personal details stored there. Please ensure that your Shipping address is correct, otherwise we can't ensure your order will be delivered to the correct address!
Once you have placed your order and paid, you will automatically be sent an "Order Confirmation" email to the email address you supplied during the checkout process. The subject line will say Order Confirmation and will contain your order number. This email is your receipt and invoice - so don't delete it! Please review it and get in touch with us if you feel that the details are not correct. It has been known for this email to end up in SPAM folders before, so if you haven't received it and think you should have please check your SPAM folder before contacting us.
Please note that this email contains some key information that you should pay attention to prior to your delivery and should be read in conjunction with our Terms and Conditions.
What happens if an item is out of stock?
If you are interested in an item that is indicated as being out of stock we suggest you choose something comparable from our range. If you do decide to order an item that is shown as being out of stock it will need to be ordered from one of our suppliers and there may also be an additional supplier lead time. Unfortunately we cannot guarantee any dispatch or delivery times on out of stock items.
We sometimes find that items go out of stock before we are able to change the website and these items are then ordered by customers. We are very sorry when this happens and it is a rare occurrence, but when it does happen we will endeavour to let you know in good time and inform you of the estimated delivery time or offer you suitable alternative products.
Where does mrfurnish deliver?
mrfurnish delivers to all UK mainland addresses, Unfortunately we currently cannot deliver to Eire, Northern Ireland, Jersey, Guernsey, Isle of Man, Isle of Wight, Isle Of Scilly’s, Shetland, Outer Hebrides or the Orkneys.
How much will my delivery cost?
Mainland UK, excluding Scotland
If your delivery address is in England or wales, standard deliveryis FREE of charge.
If your delivery address is in Scotland, a delivery surcharge will apply to all orders. Please see below for affected postcodes and contact us for a quote.
AB, DD, DG, EH, FK, G, HS, IV, KA, KW,KY, ML, PA, PH, TD.
If you request a Saturday Service delivery then a surcharge of up to £50 is applicable. Please note not all items are available for Saturday delivery so please contact us to check whether the product you want is available.
What are the delivery options?
An item’s availability / delivery time will be clearly indicated on the product page.
Next Day Delivery
This refers to a product that can be shipped from our stock or our manufacturers stock, for immediate delivery. For the majority of the UK post code areas, you can expect delivery the day after you order, for some areas, in particular parts of Scotland, the shipping times are between 3 and 5 working days. We will endeavour to notify you in good time if your postcode is affected, if you need to know prior to ordering please contact our sales department and they will find out for you. Please note the Next Day Delivery is NOT a guaranteed service and is an estimate only.
If your chosen item is a Next Day Delivery item it will be delivered Monday to Friday (excluding public holidays) between the hours of 8.00am and 6.00pm, provided the products are ordered before the next day cut off which is 11.00am, except for the following brands:
Unless otherwise advised, a product ordered before 12 noon on Friday for next day delivery will be delivered on the Monday, unless the Monday is a bank holiday in which case the product will be delivered on Tuesday.
Please note that neither mrfurnish nor the Carriers are able to offer delivery time slots for next day deliveries. Some carriers may email or send you an SMS the night before with a timed window indicated, these are a guide only and offer no commercial obligation.
Please not that if you wish to order a product advertised as Next Day Delivery but to have it delivered at a later date, you must add this information to the Comments field in the checkout.
Longer lead times
If your chosen item is on a longer lead time (i.e., any item that's not indicated as next day delivery) it will be delivered within the advised timescale on a weekday (excluding public holidays) between the hours of 8.00am and 6.00pm. Please see below for further advice on timescales.
• 2 Days to 3 Days: These items are either made to order or collected by our couriers from the manufacturer and shipped direct to you. We will not contact you prior to delivery to advise you as to when it will be delivered. They will always be delivered 2 days and 3 days from the date of ordering (with 12 noon as the cut off time as above).
• 5 Days to 12 Weeks: These are more complex items that are made to order. We will contact you at least 3 days prior to dispatch to advise you as to when the item will be ready to be shipped. At this point you can ask for the delivery on a specific day that is convenient for you.
Specific Delivery Notes
If you have any specific requirements regarding delivery, please include these in the Comments field in the checkout, if we are unable to accommodate your request then we will contact you prior to dispatch.
Can you confirm an exact delivery time slot?
Unfortunately we are unable to offer exact timeslots. Deliveries take place at any time between 8.00am and 6.00pm.
If your chosen item is not needed immediately you can choose the day of delivery but unfortunately we are not able to offer exact delivery timeslots. If your item is Next Day Delivery then you can expect your order the day after ordering, as long as it is ordered before the order cut offs, but likewise we are unable to specify a time slot. This excludes Friday orders where, unless otherwise specified, the delivery will take place on the Monday.
The carriers we use
We use a number of different carriers as well as some manufacturer's home delivery services. These are our main carriers:
XDP Express: they are the premier for flat pack furniture, small mattresses, small pre-built pieces of furniture who offer a next day service. Please note this is a one man delivery and it is to the "threshold" of your property only. The drivers are not insured to enter your premises.
XDP 2-man: this is a two man, threshold delivery and we use this for some of our next day delivery sofa beds. For the same reasons the XDP Express service is a delivery to the threshold of your property.
Tuffnells Parcel Express: They primarily deliver our flat mattresses and provide next day delivery services. Please note that this is a one man delivery and is to the "Threshold" of your property only. The drivers are not insured to enter your premises.
Panther Distribution: They deliver products that require a 2-man white glove service. Primarily larger mattresses, divan sets and free standing furniture. Panther deliver products on a timed service, where the goods are delivered to your room of choice and on a day of your choosing.
The vehicles and drivers
We use specialist delivery partners that employ friendly and uniformed staff. All the drivers are fully trained and knowledgeable about safe loading and delivery of furniture. Due to the nature of our insurance, we operate a door-to-door delivery service which means that items are delivered to the threshold of a property. Our friendly drivers will sometimes assist in taking items beyond the threshold but this is not included in our Free Delivery service, so please ensure you can manage the delivery without the drivers help. Please also note that the driver is not insured if any damage or injury is caused and therefore we cannot be held liable for any damage or injury that may occur if the driver does agree to help you.
In order to maintain competitive rates, we operate a ONE man delivery service for most orders (unless otherwise stated). This means that for bulky or heavy items, you will need to organise some form of assistance at the point of delivery. Due to our insurance terms, our drivers are not allowed to deliver items single-handedly up flights of stairs. However, if you are willing to provide assistance, our obliging drivers, at their discretion, may help to move items up flights of stairs, but please note that this is at your risk and the items are not insured if the goods are damaged. Likewise, any damage caused to the floors, walls, staircases, etc. will not be covered.
Unfortunately a re-delivery charge will apply if we arrive at a destination with a flight of stairs or awkward access and you or your appointed person either refuses delivery, or has not made arrangements to assist the driver.
Please note that once the item is on the delivery vehicle the Drivers are instructed not to accept any verbal instructions and will deliver as per the consignment instructions.
Customers should assume that the delivery vehicle will be a long heavy goods vehicle weighing approximately 16.5 tonnes with a height of 14’ 3". Therefore it is the responsibility of the customer to ensure that such a vehicle has legal access to their property and inform us about any weight, height and parking restrictions as well as any difficult access points and unadopted roads. This is to help us deliver your order successfully and ensure that we have made arrangements for the appropriate size of delivery vehicle to be used. Failure to disclose this information may result in an aborted delivery and a delivery charge being levied. In order to prevent damage to our contracted vehicles, unadopted roads will not be taken by delivery vehicles. Alternative routes must be provided by the customer.
Our delivery partners will not remove existing pieces of furniture to help make room for newly delivered products. Likewise old pieces of furniture will not be taken away.
The customer must take the responsibility of organising the removal and disposal of unwanted furniture. Some local councils may recycle unwanted furniture free of charge but please contact your local council for further details. mrfurnish / delivery partners will not assemble any orders even if requested to do so. The assembly of orders is the responsibility of the customer.
Preparation for delivery: customers are advised when accepting goods to have protective sheets available as the goods being delivered may have transferred through a number of warehouses and vehicles. mrfurnish will not accept any liability for any damage caused. Sometimes situations arise which are beyond our control. Therefore we recommend that you do not dispose of your old furniture / old mattresses until you have received your new items and the new items have been checked for damage.
What happens if I am not in?
Next Day Deliveries: If for any reason you are not available to take the delivery, don't panic, as the carrier will leave a card saying they have attempted delivery which will have a telephone number or email address which you can contact to rearrange the delivery.
Timed Deliveries Using Two-Man Carriers: As the carrier will have prearranged the delivery with you, you should ensure someone is available to take your delivery otherwise we will have to charge you a surcharge of around £40.00 to redeliver the item.
Inspecting your order
Please ensure that you or your appointed person inspects the delivered item(s) and signs a delivery note to say that the item(s) are in 'as expected' condition. No insurance claims can be made against us for item(s) that have been signed for. A redelivery charge will apply for items that are rejected by the recipient, except in the circumstance where items were damaged before delivery. We must be notified of any and all damages by the contact us form or live chat within 2 working days of the receipt of delivery.