Delivery Information
We strive to ensure your furniture and home accessories arrive safely and promptly. We deliver to all standard UK mainland addresses.
- Small Accessories (e.g., Candles Holders, Throws, Cushions): Delivered via standard courier within 10 working days for £6.95
- Large Accessories (e.g., Table lamps, Clocks, Wall Art): Delivered via standard courier within 10 working days for £15.95
- Furniture Items: Delivered via our specialist two-person furniture team. If you have ordered in stock items, you will be contacted within 48 hours of your order to schedule a delivery slot. Delivery costs are calculated at checkout based on your delivery address.
- Surcharge Areas: Deliveries to the Scottish Highlands, Northern Ireland, and offshore islands may incur an additional fee, calculated at checkout.
Combined Delivery Fees: When ordering multiple items you will only be charged one delivery fee, according to the largest item. Please note, these could arrive separately or in multiple packages.
Tracking Your Order: Once dispatched, you will receive a tracking link via email to monitor your delivery’s progress.
Note on Furniture Access: Please ensure that any large items ordered will fit through doorways, hallways, and stairwells. If a delivery fails due to access issues, a re-delivery fee may apply.
Returns & Refunds
We want you to love your purchase. If you change your mind, we offer a straightforward returns process in accordance with the UK Consumer Contracts Regulations.
14-Day “Change of Mind” Policy
You have 14 days from the date of delivery to notify us that you wish to return an item. You then have a further 14 days to return the item to us.
- Notify us within 14 days of receipt via email: help@directfurnitureoutlet.co.uk . Please include your order number, full name, delivery address & item(s) that you wish to return. We will then email over a returns form that must be printed, filled out & placed inside your order.
- Items must be in their original packaging, inclusive of tags and in a resalable condition.
- For hygiene reasons, mattresses and textiles cannot be returned once the packaging has been opened.
Return Shipping Costs
- Accessories: The customer is responsible for the cost of returning small and large accessories. We recommend using a tracked service & retaining proof of posting. Please ensure the returns note is placed inside the packaging & filled out appropriately.
- Furniture: Once we are notified of your wish to return, we will organise a convenient date to collect the item(s). A collection fee (starting from £40) will be deducted from your final refund to cover transport costs.
Damaged, Faulty or Incorrect Items
Please inspect your items upon delivery. In the unlikely event that your item arrives damaged or incorrect please:
- Notify us within 24 hours of receipt via email: help@directfurnitureoutlet.co.uk
- Please let us know which item(s) are faulty/incorrect and provide digital photos of the damage and the packaging, order number, full name & delivery address.
- If we deem the item to be faulty or incorrect, we will arrange a free collection and provide a full refund or a replacement.
Exchanges & Refunds
- We do not currently offer exchanges. Please follow our returns instructions for a refund and place a new order through our website.
- Once we have received your return, your refund will be issued to the original payment method within 28 days. Any return fees will be deducted from the final amount unless the item(s) have been approved as faulty or incorrect.
Refusal
Our Quality Control team checks all returns once they arrive back to us. Your return must reach all the requirements above (e.g, tags & labels attached, in saleable condition & in original packaging) to qualify for a refund. If we deem an item to not meet our requirements, you will be ineligible for a refund. We will get in touch to discuss the collection or re-delivery of goods. Please note you will be subject to another delivery charge if you choose this option.