Delivery And Returns Policy
UK & INTERNATIONAL RETURNS
If you are unhappy with your purchase, under Distant Selling Regulations you can return the items to us within 28 days of receipt of your goods for a full refund.
Items bought online are returned at your own expense, unless damaged, and should be unused, returned in their original packaging and in a fully resalable condition.
Please note our returns policy does NOT apply to Asia. Please contact our Asia stockist for more information.
To authorise a return:
• Include your order number & telephone number.
• In the message box, include the reason code for your return:
|Product not as described|
|Bought the wrong size/type|
|Parcel damaged on arrival|
|Incorrect item received|
|CL||Change of mind|
Our customer services team will send you a returns authorisation code and returns slip. Enter the code onto the returns slip and attach the label securely to the outside of each box being returned.
Please note: Any goods received without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.
Once your return has been received, your refund will be processed. Refunds can take up to 10 working days to be received following receipt of the goods into our warehouse.
We are unable to provide refunds for any items stated on the Returns Order Confirmation document found to be missing from the package on arrival at the returns centre.
Please be aware that items bought online cannot be exchanged or refunded at our London Showroom or at Concession Stores.
If the item is damaged, please send an email to firstname.lastname@example.org sending photographs clearly showing evidence of the damage. State your order number as a reference and include your telephone number.
We are delighted to be able to offer our UK customers free delivery on lighting and accessories.
Delivery charges for furniture items are calculated at checkout, based on the size of the item and your location.
Next day delivery
Our standard delivery time is 3-5 working days. We aim to ship UK orders placed before 11.30am (GMT) Monday – Thursday the next working day, providing card security checks are complete, and stock availability is confirmed.
Orders placed on Friday we aim to ship on the following Monday.
Orders placed after 11.30am will be shipped the following business day.
All deliveries require a signature.
On occasions where we are not able to uphold next day delivery we will endeavour to notify customers.
If an item cannot be delivered it will be returned to our warehouse and a delivery return fee may be charged.
In rare cases where we encounter a stock error, an item may not be available. We will notify you and an alternative delivery date will be offered.
Large & Made-to-Order Items
The following items are not eligible for next day delivery: Chandeliers and large lighting pieces, Tables, Chairs, Stools, Coat Stands, Mirrors.
Large lighting and furniture pieces, or made-to-order items, like upholstered chairs will require special delivery arrangements and may incur much longer lead times of up to 10 weeks. Once you have placed your order, our customer services team will contact you to help.
Made-to-order items are not returnable and non-refundable, unless they are found to be faulty.
White Glove Delivery
We offer a White Glove delivery service within the UK for a fee of £50, available at check out on selected products. Our standard White Glove delivery time is 2-3 weeks, but may incur much longer lead times of up to 10 weeks.
Please email email@example.com for more up to date information on stock and lead times.
White Glove delivery is mandatory for items from the following ranges: Wingback, Fan, Gem, Flash, Mass, Peg, Screw, Slab, Spun, Tube, Pylon, Stripe, Trace, Y.
At present, we deliver to the following countries:
Belgium, Finland, France, Germany, Austria, Bosnia- Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Greece, Hungary, Iceland, Italy, Lichtenstein, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Latvia, Serbia, Slovakia, Slovenia, Spain, Sweden and Switzerland.
We do not ship to Denmark and Norway.
|Delivery Charges & Lead Times|
|Accessories, Lighting & Small Furniture||Free||3-5 days|
|Large Furniture & Lighting||€ 150||TBC|
|Upholstery & Made to Order items||€ 150||TBC|
Please note, delivery charges are calculated with Delivery Duty Paid therefore you are not liable for any import duties and taxes that may be incurred. Prices are quoted in GBP and Euros and include VAT at 20% (UK tax) and are subject to change if the rate of VAT changes before your order is accepted.
We offer a one year warranty on all Tom Dixon products (excluding candles and diffusers). Please contact firstname.lastname@example.org for further information.
PROMOTIONS & FREE GIFTS
From time to time we may run promotions and gift packages which may apply in respect of any, or certain specified purchases made though this Website. Refunds & exchanges are subject to our normal terms and accepted only when the full gift set is returned, including the free gift, with receipt. Items are packed separately.