Returns

If you have ordered a standard of fragile item (indicated by the £5.95 or £14.95 delivery charge (delivery will be to the doorstep or communal area for apartment buildings) Our carrier will attempt delivery twice and leave a calling card if no one is home to sign for the delivery. You can contact them directly using the details on the calling card. Should you not respond to the calling card within 5 days, the goods will be returned to us and a re-delivery charge may be applicable!

If you find your item unsuitable or you’re not entirely satisfied please notify us via email of your intention to return the product(s).

For unwanted items the customer is responsible for the cost of returns and we recommend that you use an insured registered delivery company as we cannot accept liability for goods lost or damaged in transit. Failure to do so may result in us not being able to refund you. Upon request we can arrange a collection on the customer's behalf and the below costs would apply: Standard parcels £5.95 delivery (£10 collection cost) / Fragile parcels £14.95 (£20 collection cost)

If the delivered item(s) do not match your order, are damaged or incorrectly supplied, please contact us via email within 72 hours to discuss a refund, repair or replacement. We will ask you to send us a photo of any damage for our records to assist us in taking appropriate action. Upon confirmation we will arrange for collection of the item by our courier, who will advise you of a proposed collection date. We will require you to take care of the item after you have taken delivery of it until it is collected, as it might be necessary to return it to the manufacturer. Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return. Once received, the items will be checked and our customer services will contact you to discuss a replacement or full refund. We are unable to give refunds for damaged items not notified within 72 hours.

NB: If you are in any doubt about your purchase please ensure that you retain all original packaging, as we are unable to collect any items without this and customers would need to make their own return arrangements.

If you have ordered a heavy furniture item (indicated by the £19.00, £39.00, or £49.00 delivery charge) Our carrier will contact you directly via sms / email to arrange the delivery day.

If you decide to return the product(s) due to a change of mind at the time of delivery and / or you decide to return your item(s) after delivery has been accepted we can arrange a collection on the customer's behalf and the below costs would apply: Standard parcels £19 delivery (£29 collection cost) Fragile parcels £39 delivery (£49 collection cost) Garden parcels £49 delivery (£59 collection cost) Made to Order Furniture £49 delivery (£59 collection cost) The delivery cost and collection cost will be deducted from any refund or exchange value. NB: If you are in any doubt about your purchase please ensure that you retain all original packaging as we are unable to collect any items without the original packaging and customers would need to make their own return arrangements. For all items we are unable to accept returns after the 14 day returns period expires.

If the delivery is unsuccessful (for instance, you are not at the place of delivery at the agreed time) a re-delivery charge will be levied and should you need to cancel your delivery, we do need 48 hours notice to avoid additional charges being applied.

If the delivered item(s) does not match your order, are damaged or incorrectly supplied, please contact us via email within 72 hours to discuss a refund, repair or replacement. We will ask you to send us a photo of any damage for our records to assist us in taking appropriate action. Upon confirmation we will arrange for collection of the item by our courier, who will advise you of a proposed collection date. We will require you to take care of the item after you have taken delivery of it until it is collected, as it might be necessary to return it to the manufacturer. Please include your customer order details with the item(s) to be returned, as these are necessary for processing a return. Once received, the items will be checked and our customer services will contact you to discuss a replacement or full refund. We are unable to give refunds for damaged items not notified within 72 hours.

It is your responsibility to ensure that before ordering the items will fit into your home. Please consider doors, corridors, staircases and that you have space to turn.

NB: If you have ordered a self assembly item our carriers will not be responsible for assembly.

If you require more information on our delivery service please contact us at info@atkinandthyme.co.uk