Delivery Policy

General Terms

Delivery is when the items are being delivered to your home. The items are produced before, dispatched and shipped to the warehouse in the UK ready to be delivered to your chosen address by our logistics partners. We deliver smaller items by a courier service. Larger items are delivered by a carrier providing two-man delivery service to the room of your choice. You can track the status of your order and any changes on your order page. All our standard delivery services are free with exception of some areas where our logistics partners apply additional delivery charges for accessibility reasons. They are predominantly non-mainland UK, Northern Ireland, and are listed further on. The same applies to returns when additional charges apply to non-mainland UK and Northern Ireland returns. We are currently not delivering outside the UK. On the website we indicate approximate delivery timelines. Some items are marked ‘express delivery’ which means they do not typically have production times, and can be delivered faster. While we are predicting the estimated delivery dates, there might be delivery delays due to production timelines, e.g. Event Outside Our Control might occur which are explained in detail in our Terms & Conditions. We make sure we keep you informed regularly about any changes to the delivery dates on your order tracking page or by email. We reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.

Small Items

Small items are generally delivered by a courier service, or one-man deliveries. The size of packages to qualify for small items will vary depending on the courier service. If you have a specific question about your order whether it is small or large, please contact our Customer Service. The small packages typically arrive in a pre-allocated one-hour time slot on weekdays from Monday to Friday, between 9am and 5pm. The Product will be handed over by a one-man delivery service will be made to your door and packaging will not be taken away. When the item is available for dispatch our one-man delivery partner will contact you by SMS to let you know that delivery will happen the next day. On the morning of delivery our delivery partner will send you an SMS confirming your one hour delivery slot. You will have the option to reschedule delivery to a different date, leave with a neighbour or send to a local depot for collection. For one-man deliveries to non-mainland UK there will be an additional surcharge per consignment as follows: Northern Ireland £16 Scottish Isles/Shetland £15 Channel Islands/IOM £15 Please add 2-3 days for deliveries outside the mainland UK. Please note not all delivery services will be available for non-mainland UK territories. We will inform you accordingly.

Large Items

Old Furniture

We will not be collecting your old furniture. However, we are constantly looking for partnerships. The companies specializing on collecting the old furniture particularly for charities, will be recommended to you. If you have queries about collection of the old furniture, please contact our Customer Service.

Grouped Delivery

You will have the option to receive multiple deliveries as and when your products are ready to be dispatched, if, for example, you want one of the items delivered as soon as it becomes available. We generally reserve the right to decide whether the orders are grouped or delivered once they are available to dispatch, depending on the production times of the products and logistics arranged with our suppliers. Particularly the large items. Where possible we might offer you the ability to group your order, so that all the items arrive on the same day. This is only possible:

• If all items can go with the same carrier (typically large items);
• If the difference in lead times isn’t too significant (typically one week).

Assembly

As a part of our exceptional customer service we offer optional assembly of the furniture. Assembly might not be your thing, and we do not want you spending time on it. You can choose an assembly service at the check put by adding this to the shopping cart. The cost per item to assemble is £25, and we offer this service for large items only delivered by two-man service. Otherwise, you can go ahead and assemble yourself, it is entirely your choice.

Returns and Refunds

For more details about Order Cancellations, Returns & Refunds please refer to our Terms & Conditions.

Amending & Cancelling Your Order

We hope you are excited about your order and is happy with it. In most circumstances it's not possible to make changes to your order once you've placed it. If your order has already been placed into production, or dispatched from the supplier warehouse, you will have to follow the Return & Refunds process. We would normally hold onto the order during 48 hours since the order was placed on the website, before sending it to the supplier for production or dispatch if the item is marked ‘express delivery’. This is to allow for the time in case you change your mind. Beyond 48 hours it is likely the order is either placed for production or dispatched from the supplier warehouse if this is the ‘express delivery’ item.

Out of Stock Items

The majority of our items are made to order. There will be items on promotion or seasonal items, which might be out of stock because they are sold out or discontinued. We sincerely apologise for the inconvenience. You might or might not be able to buy these items at a later stage. We will notify you if the items are out of stock and whether you can buy them later. Your order might be cancelled by us if we don’t have the items available in stock or their production discontinued. Please see more details in our Terms & Conditions.

Your Consumer Rights to Return an Item

Returning an Item

• Identify small or large items, depending how they were initially delivered;
• For small items returns are free to our delivery partner office or hub, some might arrange a pick up;
• All large items delivered to your home are being collected from your home.

Small Items Returns

• Peppersq.com orders;
• Parcel must be 120x100cm or smaller and weigh less than 15kg.

1. Fill out the returns section on the front of your delivery note;
2. Package your parcel securely with the delivery note inside, making sure that you've removed the original address label;
3. Arrange free collection by appointed courier from your home. Please note that you'll need access to a printer to print off your returns label;
4. Track your return.

Large Items Returns

Use if returning:

• Peppersq.com orders;
• Items weighing more than 15kg or delivered by 2 persons;
• Home collection, two-men service
• For heavy unwanted items (when you changed your mind, but there is nothing wrong with the product) and there were originally delivered by a two-person service, we charge a collection fee of £48 for non-mainland UK;
• Additional collection fees apply to non-mainland UK as follows: Northern Ireland £45 Scottish Isles/Shetland £45 Channel Islands/IOM £90
• We don't charge for the collection of damaged, faulty or wrongly delivered goods.

1. Fill out the returns section on the front of your delivery note;
2. Package your item, making sure that you've removed the original address label;
3. The delivery note should be handed over to courier service
4. Arrange free collection by appointed courier from your home. Please note that you'll need access to a printer to print off your returns label;
5. Track your return.

Refunds

You'll receive an email to confirm when we have received the item, after which your refund will appear in your account. This shouldn't take longer than 14 days from the day that you returned the item back to us.
Please note: Where a product has been made to measure or personalised for you, unless damaged and/or faulty, we're unable to refund or offer an exchange. If the packaging has been removed (we encourage not to remove the packaging if you changed your mind), and the item became faulty and/or damaged because the item was in use or while removing the packaging, we reserve the right to dispute the fault and/or damage claim.
When returning your item, the way you originally paid for the purchase will determine how you are refunded. We typically collect payment by credit or debit card, and we will refund the same card originally used to place and pay for the order.

Customer Service Contact Details