What happens after you order

Buying office furniture online raises fair questions. When will it come? Will it arrive built? Will the driver carry it upstairs? This guide walks through what happens after you place an order, following the same rules as our delivery policy, in plainer words.

Choosing a service at checkout

The checkout lists the services available for your basket and postcode, with the price of each, before you pay. You will see some or all of the following.

Standard delivery

Standard delivery is free on UK mainland orders of £30 or more before VAT. Orders under £30 have a £5 delivery charge plus VAT. Stocked items usually take 3 to 5 working days to arrive.

Next working day delivery

Many items going to UK mainland addresses can be sent next working day. It is charged per item and priced at checkout, and the checkout shows when to expect your order, allowing for weekends and bank holidays. It is not offered on made-to-order items.

Pre-built chairs

Many chairs can arrive assembled and ready to sit on, rather than in a box. This is charged per chair and priced at checkout. Pre-built chairs usually arrive within 5 working days, and on many chairs you can have pre-built next working day delivery too. A chair upholstered to order can take up to 5 extra working days to build. Browse office chairs.

Delivery with installation

Many products, including chairs, desks, screens and storage, can be delivered and put together for you by an installation team. It is priced at checkout per item, or per user position on bench and sit-stand desking, and is usually completed within 10 working days. It suits a whole room of desks and workstations in particular.

Getting the building ready

Installation prices and timescales are based on a straightforward site. In short, the team expects:

• ground floor access, or a working goods lift to the upper floors
• somewhere to park close to the building
• access during normal working hours, as set out in the delivery policy
• a room that is clear and safe to work in, with no other trades in it at the same time

When you order, tell us the floor level, which room the items are going to and whether there is a lift. Wrong details, or a site that is not ready, can mean a second visit and extra charges. A few installations, such as wall or ceiling mounted items, safes and some soft seating, are quoted on request instead of at checkout.

Made-to-order items take longer

Some products are only made once you order them: chairs in a fabric you choose, steel storage in a chosen colour, and some acoustic screens. These usually take 10 to 20 working days, and up to 30 working days when installation is added. The checkout shows the lead time for your order, and that is the delivery period we agree with you.

Highlands, islands and Northern Ireland

We deliver all over Scotland, including the Highlands and islands, but those addresses receive standard delivery only. Next working day, pre-built and installation services are not available there, and the checkout works out the charge from your postcode. The same rules apply in Northern Ireland, on the Isles of Scilly and the Isle of Wight, and on the Isle of Man.

Larger furniture orders to these areas may need a delivery quote. If the checkout cannot show a price for your order, contact us before you buy and we will confirm the cost and how long it will take.

On delivery day

• Your order leaves from our warehouse partner's UK warehouse, and we email you when it is dispatched, with tracking where it is available.
• Furniture usually comes flat-packed, unless you chose pre-built or installation, or the product page says it arrives assembled.
• Without installation, the driver delivers to the kerbside or the main access point at ground level, depending on the item, and will not carry it upstairs or to a particular room. Have someone ready to help move it.
• Give a full address and a phone number that will be answered, so the driver can find you.
• Before ordering anything large, check it will fit through the doors, corridors, stairs and lift. The size guide can help.

If something is wrong

Look the delivery over when it arrives, and if you can, note any damage to the packaging with the driver. If anything is damaged or missing, email us within 7 days of delivery with your order number and photos of the item and its packaging, and we will sort it out.

Returns

If you change your mind, get in touch within 14 days of delivery before sending anything back, and we will email you return instructions. Items need to come back unused, complete and in their original packaging.

Return carriage is at your cost, unless the item is faulty, damaged or not what you ordered. Bespoke items, and items made to your specification, cannot be returned unless they are faulty.

The returns and refunds policy has the full detail, including your rights as a consumer.

Questions before you order

If you are not sure which service suits your order, or you are planning a large delivery, call or email us in Bathgate first. For bigger orders, request a quote with your list and your postcode.