We aim to dispatch orders from The Den & Now within 24 hours. Orders placed over the weekend or on a bank holiday will be sent out the next working day. Please note that lighting and furniture takes a little longer to be dispatched.
UK Mainland Deliveries
We offer two delivery options; choose from Royal Mail Signed For® 1st Class for £4.50, which take 1-2 working days from dispatch and requires a signature upon receipt of delivery, and Royal Mail 2nd Class for £2.90, which takes 2-3 working days from dispatch and does not require a signature. We offer FREE delivery and shipping on any orders over £150!
Any large or heavy packages (over 2kg) are automatically upgraded to Parcelforce Express48. Please note that Royal Mail Signed For® 1st Class and ParcelForce Express48 are both tracked services, so will require a signature upon delivery. If you are not in at the time of delivery, a calling card will be left explaining what to do next. Royal Mail and ParcelForce will then take your package to your nearest local postal depot where you can collect it at a time that’s convenient for you.
Please note that lighting takes a little longer to be dispatched and will be delivered, usually by ParcelForce, within 5-7 working days - if you need your order sooner please get in touch via email at info@thedenandnow.co.uk or call 01244 911 890. If by any chance there are any unforeseen production delays, as all of our lighting is handcrafted, we will be in touch shortly after your order has been placed to let you know.
FURNITURE: Most furniture or extra heavy items are sent via a specialist third party furniture courier service, directly from our suppliers. Once we have confirmed with them that your item is in stock, the courier will aim to deliver your order within 10 working days, from when your order is placed - please note that this excludes our range of bespoke handcrafted made-to-order reclaimed tables, which take 6-8 weeks to be delivered. Delivery to certain areas of the UK may take a little longer. You will be notified either by text message or telephone call a few days in advance of delivery to confirm the expected delivery date and time. Their friendly drivers will deliver direct to your door and will assist you where they can - however the driver may require assistance from you with larger pieces of furniture and/or with difficult access. Please note that some pieces of furniture, especially items being delivered to outlying areas, may be transported on pallets and are usually delivered to the kerbside only. Before placing your order please ensure someone will be there at the address to receive delivery of the order and also that it fits through the door!
Ireland & Channel Islands Deliveries
Orders to the Channel Islands are charged at £10.00 per package. Small and medium sized packages are sent via Royal Mail Signed For® 1st Class and large/heavy packages via Parcelforce Worldwide Global Priority. Please allow between 2-5 days for delivery to the Channel Islands.
For orders to Ireland, we offer two delivery options. Choose from either £40.00 for a fully tacked 3 day service via Parcelforce Worldwide Global Priority, or £20.00 for a non-tracked 5-8 day delivery service via Parcelforce Worldwide Global Value. Please note we would always recommend a fully tracked service where possible.
Please allow a few extra days for lighting orders. Unfortunately we are unable to deliver furniture to Ireland or the Channel Islands.
International Deliveries
At present we only deliver to the UK Mainland, Ireland and the Channel Islands. However, if you would like to enquire about international delivery costs, please contact us directly either via email at info@thedenandnow.co.uk or call +44 (0)1244 911 890 and we would be happy to supply you with a quote.
Please note, we are unable to ship furniture and large items internationally.
Returns
If for any reason you decide to return an item, we offer a 14 day return policy, from the day you receive your package. Unfortunately we will not be able to offer you a refund or exchange after this 14 day period.
To be eligible for a return, please email info@thedenandnow.co.uk and we will provide you with a Returns Form. Please complete the Returns Form and return this with a copy of your invoice or proof of purchase. Your item must also be unused and in the same condition that you received it in. Where possible please ensure it is in its original packaging. Please note that furniture must be returned in the original wrappings, unused and non-assembled (if applicable). Therefore please ensure that the person unwrapping the item, in particular furniture, is careful to keep the packaging intact. This is also essential in preventing the item being damaged on its return. Unfortunately we can not accept furniture returns that do not have their original packaging.
Please be aware that it is your responsibility to ensure that the item is returned to us safely. Unfortunately we are unable to refund return postage or courier costs for items being returned for refunds or exchanges. If you are returning an item of significant value or size, we recommend that you use a trackable delivery service or purchase insurance.
Returns address:
The Den & Now
The Printworks
Sealand Road
Chester
Cheshire
CH1 4RN
Refunds
Once we receive and check your return package, we will send you an email to confirm receipt and refund details. The refund will automatically be made to your credit/debit card or original method of payment. Please allow around 2-5 working days for the funds to show on your account - some banks may vary, so please check with your branch first.
Exchanges
If for any reason you would like to exchange an item, please email info@thedenandnow.co.uk and we will liaise with you directly regarding a replacement. Please note that some of the products we carry are one-off pieces, therefore we do not carry multiples. However where possible we will look to provide you with a close alternative, or a refund.
Damaged/Faulty
We carry a mixture of vintage and new products. All vintage items therefore have natural flaws, which adds to their charm and character. We try to show each item in its natural state. However, as some of our products are made from reclaimed wood and/or are handcrafted, you may find that some products have subtle variations from one piece to the next, or that wood grains and sizes vary slightly. If for any reason you feel that the item is not how you thought and you wish to return it, please follow the return guidelines outlined above.
We take great care in wrapping our items to ensure they arrive with you safely. However in the event that your order does happen to arrive damaged, please contact us immediately via email at info@thedenandnow.co.uk or call 01244 911 890. We will then arrange directly with you to have the item returned to us and for a replacement to be sent out at the earliest opportunity. If the item is out of stock or a one-off piece, we shall where possible offer an exchange or replacement. Alternatively we can issue you with a full refund.
FURNITURE: Please ensure that prior to signing for furniture deliveries, you check that the packaging is intact - this is very important as we use a third party courier and unfortunately will be unable to accept claims for damages that have been caused in transit where the item has been signed for as 'packaging intact'. If once you unpack the furniture you find that it is damaged in any way, please notify us immediately via email at info@thedenandnow.co.uk, ideally within 24 hours of delivery. It would be helpful to attach photographic evidence of any damages (caused to the furniture and/or packaging) in order for us to process your claim as quickly as possible. Any damaged furniture will then be either replaced free of charge, or a refund will be issued.
If you have any questions regarding our product or a recent purchase you've made (or perhaps you just want to say hello!) you can contact The Den & Now by completing the online contact form below.
Alternatively you can email us at info@thedenandnow.co.uk, contact us via our 'Chat App' which you'll find at the bottom right-hand corner of our website, or call us on 01244 911 890 between 9am - 6pm, Monday - Friday and 10am - 4pm, Saturday. We're never far away, so if we are unable to take your call then please leave a message and we'll get back to you within 24 hours.
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