Overview of UK Delivery Costs & Timings
We aim to dispatch most orders within 24 hours. Orders placed over the weekend or on a bank holiday will be sent out the next working day. Furniture, large/fragile items and made-to-order products may take a little longer to be dispatched - this will always be clearly stated within the ‘delivery’ description on the individual product page. We offer FREE standard delivery within the UK mainland for all orders over £150.
£3.90 | FREE for orders over £150
|EXPRESS SIGNED FOR||
£3.90 | FREE for orders over £150
10 working days with specialist courier.
FREE within the UK Mainland
Usually delivered within 10 working days with
Delivery of furniture outside of the UK mainland
For more detailed information, please read our full Delivery & Returns policy below
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All of our homeware products dispatched from the Den are carefully wrapped in eco-friendly recycled packaging. Most orders are sent via Royal Mail; choose from UK Standard 2nd Class for £3.90 which takes 2-4 working days or Express Signed For 1st Class for £6.50 which takes 1-2 working days and requires a signature upon delivery. Any large or heavy packages will be sent by Parcelforce Express48. All orders over £150 will automatically qualify for FREE UK mainland delivery!
Please note that Royal Mail Signed For 1st Class will require a signature on delivery and also Parcelforce Express48 which is a fully tracked service. If you are not in at the time of delivery, your order will be taken to a Customer Service Point (usually located at your local postal depot) - a calling card will be left explaining how you can collect your order at a time that’s convenient for you, or rearrange delivery.
If you need your order sooner, we now offer a Special Delivery Next Day service for £15, which requires a signature and will be delivered next working day, when ordered before midday - orders placed after midday Friday will be dispatched on the Monday. Applies to home accessories only. Excludes large wall hangings and items with a longer dispatch time such as large mirrors, certain rugs and prints - please refer to individual product descriptions for more details.
INDUSTVILLE LIGHTING: We offer FREE delivery with all Industville lighting orders, which are sent directly from Industville by DPD and take 1-2 working days. We also offer a Next Working Day service with DPD for £10 for orders placed before 11am - any orders placed after 11am on a Friday will be dispatched next working day.
DPD 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.
EXTRA LARGE & FRAGILE ITEMS: Certain larger and fragile items, such as some of our mirrors, lights and large rugs, take a little longer to be dispatched and will be delivered within 10 working days - please refer to individual product descriptions for delivery timings. If you need your order sooner please get in touch via email at firstname.lastname@example.org or call 01244 911 890.
FURNITURE: We offer FREE delivery for all furniture orders delivered within the UK mainland. Most furniture is sent directly from our brands via their own experienced in-house logistic teams or specialist third party furniture courier, who will aim to deliver your order within 10 working days. Delivery to certain areas of the UK mainland, including Scotland and remote areas, may take a little longer, depending on location.
You will receive a text message or call notifying you of the proposed delivery date and time slot, this will usually be a few days prior to delivery - there will be the option to rearrange delivery if this date/time is not convenient for you.
The friendly driver(s) will deliver direct to your door and will assist you where they can - however they may require help with difficult access. For extra large furniture items or large orders, where you may require additional assistance, we offer a two-man service delivering to the 'room of choice' - this is available on selected ranges and based on price on request. 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 that it fits through the door!
On delivery of your order, please ensure that the person unwrapping the item is careful to keep the packaging intact. Please note that unfortunately we can not accept furniture returns that do not have their original packaging. It is also important to ensure that the packaging is intact and not damaged before signing for your delivery.
Please ensure that when a furniture delivery has been booked in and confirmed for an agreed date and time, that there is someone at the delivery address to receive and sign for the order - if you need to rearrange a delivery, please get in touch as soon as possible. Once an order is dispatched, we are unable to amend the delivery date. Failed delivery attempts and redeliveries may be chargeable.
Delivery of furniture outside of the UK mainland is based on price on request - areas outside of the UK mainland include Northern Island, Isle of Man, Isle of Wight, Isles of Scilly and the Scottish Islands. Some remote areas such as the Scottish Highlands may also incur an additional charge. For a quote, please contact us directly either via email at email@example.com or call +44 (0)1244 911 890. Delivery is usually in around 2-3 weeks.
Channel Islands Deliveries
Orders to the Channel Islands, including Jersey and Guernsey, are charged at £10 per package. Small and medium sized packages are sent via Royal Mail and large/heavy packages via Parcelforce Worldwide Global Priority. Please allow between 2-5 days for delivery to the Channel Islands.
Delivery of lighting and furniture to the Channel Islands is based on price on request. For a quote, please contact us directly either via email at firstname.lastname@example.org or call +44 (0)1244 911 890. Delivery of lighting is within 5-10 working days and furniture is usually around 2-3 weeks.
EU & International Deliveries
If you would like to enquire about international delivery costs, including to the EU, please contact us directly either via email at email@example.com or call +44 (0)1244 911 890 and we would be happy to supply you with a quote.
EU customs duty will apply to orders over £135, depending on the country the item is being by shipped to. Customs duty is the responsibility of the customer and is paid on receipt/delivery of the order. This is usually collected by the courier or payable online.
Please note, we are unable to ship furniture and large items internationally.
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 the brand/supplier, so will be back in stock soon. If a product is on pre-order it will clearly state this at the top of the product description with the expected back in stock date - please note that this date can be subject to change, but we will always endeavour to keep you updated on progress of your pre-order and update the product page to to reflect the most accurate date.
To confirm a pre-order, please place an order as you would usually via our online store. Please note that pre-orders are confirmed paid orders, so not just a reservation and are subject to our usual terms and conditions. If you have any questions regarding a new or existing pre-order, please contact us via email at firstname.lastname@example.org or call 01244 911 890.
RETURNS & REFUNDS
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 contact us in writing by emailing 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 - please note that this must be within 14 days of notifying us of your return. Your item must also be unused, in its original packaging and in the same condition that you received it in.
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
LIGHTING: All Industville Lighting products can be returned directly to Industville for free using the DPD returns label, which comes with each order. Please note that post codes BT, JE and GY do not qualify for free returns via DPD. To be eligible for a return, please contact us in writing by emailing firstname.lastname@example.org and we will provide you with a Returns Form to include inside the package. Your return must be returned to Industville within 14 days of notifying us. Your item must also be unused, in its original packaging and in the same condition that you received it in.
FURNITURE & MIRRORS: Please note that furniture and mirrors must be returned in their 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 or mirror returns that do not have their original packaging.
If you would like to return an item of furniture then please contact us in writing by emailing email@example.com within 14 days of your order being delivered and we would be happy to arrange a collection from you, by our experienced furniture courier team. Returns must be received back within 14 days of notifying us of the return. Please note that any furniture returned to us due to 'change of mind' may incur a collection charge of approx. £25 - £60, depending on the size and weight of the item(s). Smaller or lighter furniture items such as side tables, or mirrors, you may wish to return directly by courier instead. To receive a personalised quote for collections, please email us at firstname.lastname@example.org or call us on 01244 911 890.
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 returned items, 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. Refunds will usually be processed within a few days of receiving the returned product, to allow us time to check the items being returned. 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 email@example.com 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 all items available through our online store in their 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 and this is therefore not seen as a fault. If for any reason you wish to return the item, 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 firstname.lastname@example.org 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 - please note that any collections (e.g.: furniture) and replacement orders can only be made from/to the delivery address on the original order. 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 & MIRRORS: Please ensure that prior to signing for furniture or mirror 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 or mirror you find that it is damaged in any way, please notify us immediately via email at email@example.com, ideally within 24 hours of delivery. It would be helpful to attach photographic evidence of any damages (caused to the item in question and/or packaging) in order for us to process your claim as quickly as possible. Any damaged item will then be either replaced free of charge, or a refund will be issued.