How do I contact your customer service team?

You can contact us via phone on 01244 911 890 between 9am - 5pm, Monday - Friday and 10am - 2pm, 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 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 and we will be happy to provide you with any additional product information you may need.

Where do I find information about how to care for or maintain a product?

An overview of product care and maintenance can be found here - including information on how to care for upholstered product such as sofas and armchairs (including linen, cotton, velvet and leather), as well as metal, glass, marble, wood (painted and unpainted), outdoor furniture and lighting. Please always read the individual product label(s) and any care, maintenance and installation instructions provided on delivery carefully, before use. Please hold onto any instructions provided and keep for future reference.

Do your products come with a guarantee?

All of our products, including our furniture and lighting ranges, come with a 1 year manufacturers guarantee as standard. Our Industrial Rustic, Industrial Reclaimed and Nordic Grey furniture collections also come with a five year warranty against all manufacture related issues.

How do I pay for an order?

Orders can be placed via our online store. Just add the item(s) you would like to purchase to your basket and then follow the instructions directing you through to our SSL secure checkout. We offer a range of payment options, including by debit and credit card, Amex, PayPal, Shop Pay, Google Pay, Apple Pay and a select range of 0% finance payment options to help spread the cost through our Buy Now Pay Later partners, Klarna, Clearpay and PayPal.

If you would prefer to place an order by debit or credit card over the phone with us, please call us on 01244 911 890.

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 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 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, at that time.

To confirm a pre-order, please place an order as you would usually via our online store - you will receive an order confirmation notification through via email following payment. 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 and are subject to our usual terms and conditions.

Is it possible to split my order?

If you have placed an order which contains pieces currently available on pre-order, in certain circumstances we can look to split your order so that you receive those 'in stock' pieces first, and then the pre-ordered pieces at a later date, once they arrive back into stock. For home accessories we will usually wait and send the complete order altogether, once the remaining items have arrived into stock - this reduces any additional delivery charges that may be incurred and helps cut down emissions. However, for larger orders such as lighting, mirrors and furniture, we can look to put these onto split deliveries, at no additional charge or cost to you. For more information please email us at or call us on 01244 911 890.

Will be order be delivered altogether?

Some of our products, such as furniture, lighting and large/fragile items which have a longer dispatch time (e.g.: large rugs and mirrors, wall shelving, vertical gardens and prints) are sent directly from our brands by their in-house logistics teams or specialist/dedicated couriers. Therefore some items may be dispatched and delivered separately. When an item is on its way you’ll receive a dispatch notification via email with the relevant tracking details.

Do you have a loyalty club?

Reward Den is our loyalty club - for every order, like/follow, social share, sign up or friend referral, you'll receive points, which can be used as a discount off your next order or to enjoy free delivery. Read more about our Reward Den here.

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 or call us on 01244 911 890 and we will be happy to help.

Can I buy gift cards?

Yes, The Den & now Gift Cards are available to purchase here. You can choose from multiples of £5, £10, £20, £25, £50, £75, £100 or £250. Gift cards are delivered by email - to activate, click on the 'view your gift card' button, which will reveal a unique gift card code, which can then be redeemed at checkout. Gift cards are valid for a period of 12 months, from the date they are purchased, and have no additional processing fees. More information on our gift cards can be found on the product page here.

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.

Discount codes can only be applied to full price items. Excludes items in the Outlet or Sale. 

If you are purchasing an item currently discounted in the sale, please feel free to keep hold of your welcome code and apply to a future order instead. FREE UK mainland delivery applies to all orders over £100 as standard. T&C’s apply.

How much do you charge for delivery?

As an independent business we try to keep our delivery costs as low and as fair as possible - which is why we only ever charge you the cost of a small parcel for UK deliveries - regardless of the size or weight of your order! We also offer a selection of delivery services for you to choose from, as well as FREE standard UK mainland delivery for orders over £100, including furniture and lighting.

Home accessories are sent via Royal Mail, Parcelforce or courier and are fully tracked; choose from 'Standard Tracked UK Delivery' for £3.90 which takes 2-4 working days, 'Express Tracked UK Delivery' for £6.50 which take 1-2 working days, or for anything urgent you can select 'Special Delivery Next Day By 1pm' for £12.50 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 MondayFor orders over £100 we offer free UK delivery. 

We offer FREE UK mainland delivery with all furniture orders. 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 or call +44 (0)1244 911 890. Delivery is usually in around 2-3 weeks

We also offer FREE delivery with all ARCFORM and Industville lighting orders over £40 (orders under £40 are charged at £6.50) which are sent directly from the brands by DPD and take 1-2 working days, from dispatch. If you need your order sooner, we also offer a Next Working Day service with DPD for £10 for Industville lighting orders placed before 11am - any orders placed after 11am on a Friday will be dispatched next working day. 

Orders to the Channel Islands are charged at £10.00 per package. Delivery of lighting and furniture to the Channel Islands is based on price on request.

If you would like to enquire about international delivery costs, including to the EU, please contact us directly either via email at 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.

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

How long will it take for my order to arrive?

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.

Dependent on the delivery option you choose, please allow 1-4 working days for UK delivery, from the date your order is dispatched. All ARCFORM and Industville lighting products are sent directly from the brands by DPD and take 1-2 working days.

Please note that some large/fragile items (e.g.: mirrors, lights and large rugs) and made-to-order products may take a little longer to be delivered - this will always be clearly stated within the ‘delivery’ description on the individual product page and on the checkout page. 

For the Channel Islands please allow 2-5 days for delivery. Please note that most lighting orders will be sent to the Channel Islands directly from our suppliers by their recommended courier.

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 delivery to Scotland and certain remote locations may take a little longer. Delivery of furniture outside of the UK mainland (e.g.: Northern Island, Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly and the Scottish Island) is between approximately 2-3 weeks.

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

Do you deliver internationally?

If you would like to enquire about international delivery and costs, including to the EU, please contact us directly either via email at 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.

My tracking number isn’t recognised?

All orders sent by Royal Mail, Parcelforce Express or courier are fully tracked and you will be sent a tracking number once your order has been dispatched. If your tracking number is not recognised then please try back in a few hours, as sometimes it can take time to show on the tracking system. Please note, this excludes any extra large/fragile or furniture orders as they are sent via a specialist courier and transport team who will liaise directly with you regarding delivery dates and updates. 

Lighting orders to 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 or call +44 (0)1244 911 890 and we would be happy to help.

I haven’t received my order?

When your order is on its way, you will receive a dispatch email with a tracking number, so you can track you package. 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 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, Parcelforce or courier, such as DPD and FedEx. All services are tracked, 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 or how to rearrange delivery. With certain services and couriers there is also the option to leave your parcel in a safe place if you know in advance you will not be home.

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 contact us in writing by emailing and we will provide you with a Returns Form for you to complete. 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, non-assembled (if applicable) 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 due to change of mind. If you are returning an item of significant value or size, we recommend that you use a trackable delivery service or purchase insurance.

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. 

Any furniture items returned to us due to 'change of mind' may incur a collection charge of approx. £15 - £60, depending on the size and weight of the item(s). Please get in touch to receive a personalised quote. Smaller or lighter furniture items such as side tables, you may wish to return directly by courier instead. 

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

Why do you not offer free returns?

As an independent business we pride ourselves on offering an array of carefully curated, quality products as well as exceptional customer service - and we're proud to say that as a result it's extremely rare that a product is returned, which along with our five star reviews, we hope offers our customers the confidence to shop with us.

With this in mind, we took the decision to offer FREE delivery for any order over £100 delivered within the UK mainland, so more customers can enjoy and benefit from not having to pay additional delivery charges - rather than offer free returns, which is much less likely to be needed. 

As a business we are always looking at ways to become more sustainable and environmentally conscious. Offering free returns and encouraging shipping back and forth creates unnecessary CO2 emissions. Supporting responsible and thoughtful purchasing helps reduce our environmental impact.

What if the item is not what I expected?

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 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, 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.