FAQ's

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 ask us a question 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. 

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 charge a flat £4.50 on all orders under £150 delivered within the UK Mainland – this includes all handling and packaging fees. For orders over £150 we offer free UK delivery. All small and medium sized packages are sent via Royal Mail Signed For® 1st Class and large/heavy packages via Parcelforce Express 48

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 tacked 3 day service or £20.00 for a non-tracked 5-8 day delivery service.

For further information, please see our Delivery & Returns policy.

How long will it take for my order to arrive?

Dependent on the size/weight of your order please allow 1-3 working days for UK delivery, from the date the order was placed. 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 - please note that this excludes our range of handcrafted made-to-order reclaimed tables, which take 6-8 weeks to be delivered. Unfortunately we are unable to deliver furniture to Ireland or the Channel Islands.

For further information, please see our Delivery & Returns policy.

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 which will include a tracking number so you can track you package. It will also state which service your package was sent by, e.g.: 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 use a signed for tracked service. 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.

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 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.

For further information, please see our Delivery & Returns policy.