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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 email@example.com 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.
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 firstname.lastname@example.org 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.
If for any reason you decide to return an item, we offer a 14 day (no quibble) returns policy, from the day you receive your package.
To be eligible for a return, please email email@example.com and we will provide you with a Returns Form. Please complete the Returns Form, pop it in with your order and return it back to us at the address below. 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 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.
The Den & Now
FURNITURE: 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 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. Return costs for furniture due to 'change of mind' will be covered by The Den & Now, as long as we have been notified within 14 days.
Furniture which comes with a five year warranty (please refer to individual product descriptions) is covered for manufacture or product quality issues and can be returned for a refund within a period of 180 days, replaced free of charge up to 365 days, or will qualify for 'on site' repair up to 5 years. To qualify it must be a valid manufacture issue, and not general wear and tear or change of mind.
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.
If for any reason you would like to exchange an item, please email firstname.lastname@example.org 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.
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 email@example.com 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 firstname.lastname@example.org, 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.
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