Outlet

** IMPORTANT UPDATE: Following the recent announcement from the government in regards to Coronavirus (COVID-19) and the new guidelines laid out, we as an independent online-based business will be continuing to operate and process orders as usual. However we will be lengthening our dispatch times ever so slightly so that orders will now be dispatched within 48 hours, rather than within 24 hours. We will also continue to take all necessary precautions to ensure the safety and welfare of our small team and our customers.

The vast majority of our orders are sent out via Royal Mail and Parcelforce who are also continuing to operate a normal service. Further information can be found on Royal Mail and Parcelforce websites - including how signed for and tracked packages will be handed over, including for those customers who are self-isolating. Should anything change, we will of course update you here. **

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We aim to dispatch orders from The Den & Now within 48 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 'standard' Royal Mail 2nd Class for £2.90, which takes 2-3 working days from dispatch and does not require a signature and 'express' Royal Mail Signed For® 1st Class for £4.50, which take 1-2 working days from dispatch and requires a signature upon delivery. We offer FREE delivery and shipping on any orders over £75! 

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 and 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 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, or the item is out of stock, 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. 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 tracked 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. We would always recommend a fully tracked service where possible. 

Please note, most lighting orders will be sent directly from our suppliers by their recommended courier service - their tracking details will be highlighted on your dispatch notification email.

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 of goods and refund details. Refund payments will include the cost of the product(s) as well as the original postage paid when placing your order, unless the delivery was free of charge. 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.

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 information you need. Alternatively you can ask us a question via our 'Chat App', which you'll find at the bottom right-hand corner of our website. 

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. You can also contact us via our 'Chat App', which you'll find at the bottom right-hand corner of our website. 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. 

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?

We offer two UK delivery options; choose from 'standard' Royal Mail 2nd Class for £2.90, which takes 2-3 working days from dispatch and does not require a signature and 'express' Royal Mail Signed For® 1st Class for £4.50, 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 or heavy packages (over 2kg) are automatically upgraded to Parcelforce Express48, which takes 2 working days from dispatch and is a tracked service so requires a signature upon delivery.

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. Please note that lighting and 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, as all of our lighting is handcrafted, 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. Unfortunately we are unable to deliver furniture to Ireland or the Channel Islands.

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 Signed For® 1st Class or if your order is large or heavy (over 2kg) 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. 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 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.