Delivery & Returns

Deliveries

Standard UK Delivery

Delivery is free for all items being delivered to the UK Mainland. Most items will be delivered between Monday to Friday, generally between 9:00am-6pm, excluding weekends and public holidays.

When you order items with a delivery time of 2 weeks or more, we'll call or email you to discuss a delivery date convenient for you. Where possible we will email you your shipping details and you will be able to track your parcel with the courier.

Products may be sent out from multiple locations and therefore may arrive separately; we will advise you if this happens.

Remote & Rural areas in the UK

We can't always guarantee delivery within our usual timescales to a small number of remote rural areas. We deliver to most postal areas in the UK including Northern Ireland, but we're sorry that geographical location and carrier availability can restrict our service. Certain products being delivered to Scottish Highlands, Northern Ireland, the Channel Islands, Isles of Scilly and the Isle of Man may incur a delivery charge, and our courier may only be able to deliver on specific days.

If there is a charge for delivery we will call or email you. If you are unsure whether you will incur a delivery charge – please call or email us and we will be happy to check.

Email us info@creativehomecompany.com

Call us +44 (0) 1254 662953

Alternatively you can organise your own courier to collect and deliver – please let us know and we can pass on the collection details.

International Deliveries

We are happy to deliver internationally, however you will be charged for delivery. Delivery charges depend on the product and location; please contact us for more information or a quote for delivery.

In some but not all instances, the recipient will need to sign for an international delivery; this depends on the local carrier and value of the order. We'd advise you assume that someone needs to be in to receive the parcel. Once your item has been shipped we will email you your consignment and tracking details. When you have received your tracking details you will be able to track your parcel with the carrier.

Change or cancel an order

We are able in most circumstances to change your order, however with made to order items you may be charged a cancellation fee - this will be outlined in the details of the product.

If you'd like to add products to your order, please place a new order for these items and we will combine them for delivery.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact us by email or phone, please have your order reference number to hand.

If your order has already been despatched or delivered, then you'll need to follow our Returns Procedure in the event of any unwanted products. You can also of course return them to us at Botany Bay.

We may not always be able to cancel, refund or exchange made to order items.

Returns Procedure

Returns

We want you to be happy with your purchase. If you're not, please contact us to arrange a collection or just return the product to us at Botany Bay, Chorley. We'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

Returning non-faulty items

To return or exchange a non-faulty item for a full refund you will need to contact us within 7 days of receipt. It's important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. You will need to confirm that the item is unused and in its original packaging before we organise a collection*.

*We are not always able to collect items for free; some products may incur a collection charge.

Returning faulty or damaged items

To return or exchange a faulty or damaged item, please contact us as soon as possible. Naturally we endeavour to deliver all our furniture in good condition, but it is disappointing for you and us if things go wrong. If your item has been delivered damaged it is important you contact us at your earliest convenience, it can make your return easier and quicker to administer.

We will collect your item and either replace, part refund or refund the full cost. If the furniture is useable, despite the damage, we are happy for you to go ahead and use it – in this case we will part refund up to a maximum of 25% of the full cost. If you wish to return the item for a full refund we will collect your item and process your refund as soon as we have received it.

Faults that develop after 7 days of delivery: In the unlikely event that one of our items is to develop a fault, please contact us by email or phone to discuss the options. Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.

Please be aware that we are unable to exchange or refund items that have been damaged after self-assembly. If you require spare parts or replacement parts for an item that has been damaged after self-assembly, please contact us by email or phone. We can usually send you spare or replacement parts, although there is usually a charge.