How do I contact your customer service team?
You can contact us via phone 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. Alternatively you can email us at info@thedenandnow.co.uk or contact us via our 'Chat App', which you'll find at the bottom right-hand corner of our website.
I would like some more information on a certain product?
Please contact us via phone on 01244 911 890 or email us at info@thedenandnow.co.uk and we will be happy to provide you with any additional product information you may need.
A product I would like to purchase is out of stock?
If the product you are interested in is currently out of stock, or we don't have the quantity you require, please contact us for availability and re-stock dates via phone on 01244 911 890 or email us at info@thedenandnow.co.uk. Alternatively you can select to be notified when an item is back in stock by inputting your email address underneath the 'Notify me when this product is available' option on a sold out product page. Please note that some of our vintage and reclaimed pieces are one-offs, but where possible we will happily look to source an alternative for you.
I would like to place a pre-order. How do I go about this?
Sometimes when a product is out of stock, we make it available for pre-order. This means that the product in question is currently out of stock but is on order with our supplier, so will be back in stock with us soon. If a product is on pre-order it will clearly state this at the top of the product description. To confirm a pre-order, just place an order as you would usually. Once the product arrives with us from our supplier, we will allocate all pre-orders first as a priority. Please note that pre-orders are confirmed paid orders, so not just a reservation.
Is it possible to split my order payment into instalments?
Yes. We've teamed up with Klarna so you now have the option to split your total purchase into 3 equal interest-free instalments - which means that you won't pay a thing extra, no interest and no fees, ever! Simply select 'Buy now, pay later with Klarna' at checkout. Each payment is collected automatically by Klarna from your chosen debit or credit card. Your first payment will be due when your order is dispatched to you. The second payment in 30 days and third payment in 60 days. Applies to orders over £50. For more information please refer to our Klarna FAQ's page.
Do you offer a personal shopping service?
We appreciate that sometimes you may be looking for something specific for your home, but can’t quite seem to track it down. Alternatively there may be something on our site that you have your eye on, but it’s not quite right - perhaps it’s a little large or the wrong colour. We therefore offer a free bespoke personal shopping service for our customers.
We have access to a wide range of stock from a number of sources and are always on the hunt for new pieces. If there is something specific that you’re looking for, then why not drop us an email at info@thedenandnow.co.uk or call us on 01244 911 890 and we will be happy to help.
How do I use my online discount code?
Simply enter your discount code when prompted at checkout. Please note, you are only able to use one discount code per order.
How much do you charge for delivery?
As a small independent business we are unable to offer free delivery across our entire store, but we do try to be as transparent as possible and keep delivery costs down as much as we can. All of our homeware products which are dispatched from the Den are carefully and beautifully wrapped in eco-friendly recycled packaging.
We offer two UK delivery options with Royal Mail; choose from 'Standard' for £3.90 which takes 2-3 working days from dispatch, and 'Express Signed For’ for £5.50 which take 1-2 working days from dispatch and requires a signature upon delivery. For orders over £75 we offer free UK delivery. Any large packages are automatically upgraded to Parcelforce Express48, which takes 2 working days from dispatch and is a tracked service so requires a signature upon delivery.
We offer FREE delivery on furniture and on all Industville Lighting products.
Orders to the Channel Islands are charged at £10.00 per package and to Ireland, we offer two delivery options, either £40.00 for a fully tracked 3 day service or £20.00 for a non-tracked 5-8 day delivery service. Please note that most lighting orders will be sent to Ireland or the Channel Islands directly from our suppliers by their recommended courier.
For further information, please see our Delivery & Returns policy.
How long will it take for my order to arrive?
We aim to dispatch all orders within 24 hours. Orders placed over the weekend or on a bank holiday will be sent out the next working day.
Dependent on the delivery option you choose, please allow 1-3 working days for UK delivery, from the date your order is dispatched. All Industville Lighting products are sent directly from Industville by DPD and take 1-2 working days.
Please note that certain larger items, such as some of our mirrors, take a little longer to be dispatched and will be delivered within 7 working days - please refer to individual product descriptions to confirm estimated delivery times. If by any chance there are any unforeseen production delays, or the item is out of stock, we will be in touch shortly after your order has been placed to let you know.
For the Channel Islands please allow 2-5 days for delivery and for orders to Ireland, 3-8 days, depending on the delivery option you choose.
Any large pieces of furniture or extra heavy items are sent via a specialist furniture courier service who will liaise directly with you to arrange a suitable date for delivery, which is usually within 10 working days of your order being placed. Delivery of furniture to Ireland or the Channel Islands is based on price on request. For a quote, please contact us directly either via email at info@thedenandnow.co.uk or call +44 (0)1244 911 890.
For further information, please see our Delivery & Returns policy.
My tracking number isn’t recognised?
If you have selected for your order to be sent by Royal Mail ‘Express Signed For’ or if your order is large so is therefore automatically upgraded to Parcelforce Express48, you will be sent a tracking number and link, once your order has been dispatched. Royal Mail packages can be tracked immediately. However it can take a little longer for those sent with Parcelforce to show on their system, so if your tracking number is not recognised then please try back in a few hours. Please note, this excludes any furniture orders as they are sent via a specialist furniture courier who will liaise directly with you regarding delivery dates and updates.
Lighting orders to Ireland or the Channel Islands will usually be sent directly from our suppliers by their recommended courier - their tracking details will be highlighted on your dispatch notification email.
If you have any questions or issues regarding a tracked order, please either email us at info@thedenandnow.co.uk or call +44 (0)1244 911 890 and we would be happy to help.
Do you deliver internationally?
At present we only deliver to the UK Mainland, Ireland and the Channel Islands. However, if you would like to enquire about international delivery and 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.
I haven’t received my order?
When your order is despatched, you will receive a delivery confirmation email - if you selected a tracked service, this will include a tracking number so you can track you package by either Royal Mail or Parcelforce.
If you have not received this email or have not received your package when expected by, please call us on 01244 911 890 or email us at info@thedenandnow.co.uk and we will be happy to help trace your package.
What if I’m out when my delivery arrives?
We send all of our small, medium and large/heavy packages by Royal Mail or Parcelforce and offer an option to select a signed for tracked service, so you can track your delivery yourself once it has been dispatched. 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.
Certain larger items are sent direct from our suppliers by specialist couriers. All Industville Lighting products are delivered by DPD who will notify you by text and/or email with a delivery date and one hour time slot. If this is not convenient for you, you will have the option to change this to a more suitable date/time. Furniture deliveries will be booked directly with you and a date and time that is convenient for you will be arranged.
What if I change my mind or want to return an item?
If for any reason you decide to return an item, we offer a 14 day (no quibble) return policy, from the day you receive your package. To be eligible for a return, please email info@thedenandnow.co.uk and we will provide you with a Returns Form for you to complete. You will then be offered an exchange or refund.
For further information, please see our Delivery & Returns policy.
What if the item is not what I expected?
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, as outlined in our Delivery & Returns policy.
What if an item arrives damaged?
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.
In regards to furniture, please ensure that prior to signing for any 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.
For further information, please see our Delivery & Returns policy.
