Delivery

Delivery Team

0845 2300 236
bookings@rtwexpress.co.uk

Customer Services

020 8940 0230
contact@maisonhomeinteriors.com

 

Delivery Timescales

Accessories

All our home accessories are in stock, and will be despatched to you within 2-5 working days. Remote areas may take longer. If you place a combined order for accessories and furniture, the accessories will be despatched separately, as per the above timescales.

Furniture

Due to the large range of furniture we offer, which in many cases is made to order in your bespoke choice of size, colour and finish, it is not possible for us to hold stock. The majority of our furniture is delivered to us from Europe, which is why we are unable to give a firm delivery date at the time you place your order. We should be able to give you a more accurate delivery estimate within a week or two of you placing your order.

Delivery times vary from product to product and an estimated delivery timescale is clearly shown against each product. This can vary between 4 -12 weeks. We have years of experience working with our suppliers and will be in regular contact with them regarding your order. Your satisfaction is most important to us and we have a dedicated customer services team who will keep you informed.

Once your furniture has been delivered into our warehouse, and it has passed our quality control checks, we aim to deliver to you within 5-15 days. Remote areas may take longer, and may be limited to one day a week. Our dedicated delivery team will contact you about delivery times and options.

For orders with more than one item, we will make one delivery to you when all your items have been received into our warehouse. Therefore the product with the longest time to completion will determine your estimated delivery week. Part-shipments can also be arranged but there will be a charge for each delivery.

Delivery Delays

Delivery dates are not guaranteed but we will do our utmost to ensure goods are delivered within the stated timescale or soon afterwards. In the unfortunate event that there is an unexpected delay with your order, we will keep you informed. We cannot accept claims for compensation resulting from overdue orders outside of our control. If you would like more information before ordering please contact our Customer Services team.

Delivery Costs

These costs are for deliveries to most UK Mainland addresses (see exceptions below).

Accessories orders (with no furniture) £5.95

There is one charge, regardless of the number of items you order.

Some of our larger mirrors will be charged at £15 for a courier delivery. This will be indicated in the product description.

Accessories & Furniture Combined Orders

When you place an order for both accessories and furniture, you will be charged just one delivery charge, based on the furniture costs outlined below. The accessories will be despatched within 2-5 working days.

Furniture Orders

Courier Delivery £15 (Remote Areas £25)
This service is available for orders of up to two small items of furniture, such as a small bedside table or a dining chair. Goods are delivered to your door and must be checked on delivery and signed for.

Two Man Delivery - £50 (Remote Areas £75)
Your furniture will be taken to your room of choice, unwrapped, assembled where necessary, and all packaging will be taken away if required. If we need to dissemble and reassemble your furniture due to access issues, there will be an additional charge of £50.

Remote Areas
For the following postcodes an additional charge will apply.
Courier delivery - additional £10
Two man delivery - additional £25

KW, IV, AB, PH, DD, KY, FK, G, EH, ML, KA, DG, TD, PA, LL, SA, LD, CF, NP, SY, HR, GL, BS, BA, TA, EX, TQ, PL, TR, DT, ME, CT, NR, IP, CO.

Offshore, Highlands & Outside Mainland UK
This includes: Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD,AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE)

For deliveries to the above areas, we can arrange delivery to any port on the UK mainland. Onward delivery or collection from the port would need to be arranged by yourself. Unfortunately we are unable to take orders on-line for these areas, but our Customer Services team would be happy to take your order and discuss your delivery options over the phone.

Organising your delivery

We are able to deliver Monday-Friday 8.00am-6.00pm.
Weekend and evening deliveries may be possible, although not guaranteed.

Once your order is ready our delivery team will contact you to discuss a delivery date.
A few days before your delivery day we will contact you to give you an approximate delivery time. Our drivers will also call ahead on the day of delivery to give you an estimated time of arrival.

Our drivers will endeavour to arrive within the stated times although we have no control over traffic hold ups or unexpected delays. If they are delayed they will call to let you know.

Please inform us in advance if there are any delivery restrictions or special instructions.

Cancellation of Delivery

If you need to change or cancel the agreed delivery day, please contact us by 11am the day before your delivery is due, and we will rearrange your delivery at no extra charge.

Any changes to your delivery after this time will incur a second delivery charge at the same rate as the original delivery cost.

   

Customer Collection

If you prefer, you can collect your order at no charge from our Richmond store, or from our warehouse in Lamberhurst, Kent. Simply select your local store at Checkout and we will call you when your order is ready to collect.

When collecting larger items please ensure you bring someone along to help load your vehicle. While we are happy to help, we cannot guarantee we’ll have someone suitable available at the time.

If you choose to collect your furniture, you or your courier are responsible for the product once the collection note has been signed. When collecting your goods you will need to show proof of purchase and the card you paid with. If you are getting a third party to collect on your behalf, you will need to inform us in advance, and they will need to show some photo identification.

Please note that large items or orders with multiple items, can only be collected from our warehouse in Kent and we reserve the right to advise you which items are not suitable for customer collection due to size or weight.

Our Delivery Team

Your furniture will be delivered to you by our carefully selected specialist furniture delivery company. They will take great care to ensure your goods are delivered to you in perfect condition. We use two man crews for all deliveries so you won’t need to lift anything.

Our drivers will survey delivery access and take all possible precautions to ensure damage free delivery. Please assist us by ensuring access routes and the position where you require the furniture to be placed are cleared in advance of delivery.

To comply with Health and Safety regulations our drivers cannot remove, reposition or dispose of other items of furniture for you. They also cannot remove their shoes. Therefore please provide adequate protection for your carpets or floors if necessary.

Maison cannot be held responsible for damage to floors or carpets if they are insufficiently protected.

Ensure your Furniture will fit

The majority of our furniture is fully assembled. It is your responsibility to make sure that the furniture will fit in the chosen room and will fit through any access doors and stairways.

Our drivers will do all they can to get your furniture in position. If they believe that it is not possible and that it won't fit, or that they will cause damage to your property or your furniture, then it can be taken away at the point of delivery but a collection charge will apply. (See our Returns policy for charges.)

If you still wish the delivery team to attempt to place the furniture in the room of your choice and they agree to try, then any damage to your property or your furniture is entirely at you own risk.

Alternatively, if you request, we can leave your furniture in a convenient alternative location. Any damage to the goods or your property is then entirely at your own risk.

Please note that products marked as Made to Order on the website are non-refundable, therefore you should be certain that they will fit, as in most cases these are the larger pieces of furniture.

Please tell us in advance if your room is difficult to access.

Our drivers are not able to remove doors and windows to effect access. If doors, windows or stair banisters need to be removed in order for the furniture to fit, you will need to arrange this before the day of delivery.

If we were not informed of any access issues then Maison reserves the right to have to reschedule the delivery and apply a second delivery charge.

Unsuccessful Delivery

If we are unable to deliver your furniture because you are not in at the agreed time, re-delivery will be charged at the original delivery cost. Re-delivery will be made within 5-15 days.

Signing for your Furniture

You will be asked to carefully check all items at the time of delivery for damage or defects before signing the Delivery Note. In signing the Delivery Note, you are acknowledging that the items delivered are in good condition and in no way faulty or damaged.

In the unlikely event of your furniture arriving damaged or faulty, please call us while the delivery team are with you, so that we can organise a replacement, a repair or a refund.

For Clearance items sold as “imperfect” a disclaimer must be signed to acknowledge that the item has been sold with said damage.

Goods cannot be left unchecked. If you do not check them at point of delivery then Maison cannot accept any damage issues after the delivery.

Delivery to Highlands, UK Offshore & Overseas

We are unable to accept on-line orders to these areas, however we are happy to accept orders by phone. For deliveries offshore and overseas your order will be delivered to a shipping agent on the mainland, and after this is completed it will be your responsibility to ship to your chosen location.

 

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