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Delivery And Returns Policy

UK DELIVERY

1. Our delivery partners. We use various third party delivery partners to deliver our Products to you. We will notify you of whom this delivery partner is after you place your Order with us.

 

2. Delivery charges. Where stated, we will offer free delivery for some Products. However, delivery charges may apply depending on the Products ordered, the delivery address specified in the Order and whether or not you have chosen to use a premium delivery partner (e.g. next day or special delivery service). You will be made aware of such applicable delivery charges at the time of you placing your Order with us.

 

3. Estimated delivery date.The standard delivery time for Products is 3-5 working days from the date that we accept your Order. However, we aim to ship UK orders placed before 11.30am (GMT) Monday – Thursday by close of business on the next working day, providing card security checks are complete, and stock availability is confirmed. If an Order is placed on Friday, we will aim to ship the Order by close of business on the following Monday.

 

Delivery Charges & Lead Times

Charge

  Lead Time

Accessories, Lighting & Small Furniture

Free

  3-5 Working Days

Large Furniture & Lighting

£50

  2-3 Weeks

Upholstery & Made to Order items

£50

  6-10 Weeks

In light of the current pandemic, please note:

  • We are doing our best to deliver orders within our usual lead times, but please be aware that some may take longer due to the reduced capacity of our warehouses and carriers. We sincerely apologise for any inconvenience this may cause. Please do not hesitate to email a member of our Customer Services team should you have any questions.
  • If your purchase was delivered over 30 days ago and you wish to return it, please contact our Customer Services team and we will do our best to accommodate. N.B. This is only valid for orders placed after 15th March, and our Returns Policy otherwise remains the same.

Thank you for your patience.

4. Changes to estimated delivery date. We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 30 days, we will: 

a)         let you know;

b)         cancel your order; and

c)         give you a refund.

 

5. Information we may require from you. We may need certain information from you so that we can supply the Products to you, for example, your name and address. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for delays in supplying the Products which are caused by you not providing us with the information we need.

 

6. When delivery has taken place. You are responsible for the Products when delivery has taken place. In other words, the risk in the Products passes to you when you take possession of the Products.

 

7. Signatures. All deliveries require a signature.

 

8. Large & Made-to-Order Items.

The following items are not eligible for next day delivery and some items require specialist delivery services which may be at additional cost: larger items such as 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 12 weeks. Once you have placed your order, our customer services team will contact you to help or arrange delivery when ready.

 

9. White Glove Delivery. We offer a white glove delivery service to some locations 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 customerservices@tomdixon.net for more up to date information on stock and lead times. *Our customer service team will contact you if we are unable to provide white glove delivery to your shipping address.

If something happens which is outside of our control and affects the estimated date of delivery of Products, we will contact you to let you know when we expect the Products to be delivered to you.

 

UK RETURNS

Cancellation of your Order for any reason (Returns)

10. Cancelling Orders made via the Website and/or phone. As a consumer, when you buy via our Website or by phone you are entitled to return your Products to us for any reason any time within 28 days of delivery (or collection from our premises, as the case may be) of the Products to you or your representative, provided you are able to provide evidence of purchase of the Product fr  om us (usually by providing us with a copy of your receipt).

In order to benefit from this right of cancellation, you must within 14 days of you receiving the Products, make a clear statement of your decision to cancel the contract by sending an email to customerservices@tomdixon.net, or otherwise use the below cancellation form:

Cancellation form

To Design Research Ltd (Tom Dixon) of MIQ Logistics C/O Paul Posonby Ltd, Unit 3 Hurricane Park, Heartlands Parkway, Bromford, Birmingham, B7 5PJ, UK:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

 

11. Cancelling In-Store Purchases. As a consumer, when you make an In-Store Purchase, you are entitled to return such Products to Store where they were purchased anytime within 28 days of the date of In-Store Purchase.

 

12. When you will not have the right to cancel. You will not have benefit from the right to cancel an Order or In-Store Purchase for Products if such Products are:

(a)       made-to-order, customised, or bespoke Products;

(b)      sealed for health protection and hygiene reasons (such as cosmetics and toiletries);

(c)       sealed to protect the integrity of the Product (for example, oil for diffusers and candles) and the protective seal has been broken by you; or

(d)      perishable.

 

Returning faulty Products

13. Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), require Products to:

(a)       be as described;

(b)       be fit for purpose;

(c)        be of satisfactory quality;

(d)       match any sample that you have seen or examined prior to placing the Order.

 

14. Your legal rights if Products are faulty. If a Product does not comply with any of the requirements in clause 13 above, you will benefit from:

(a)       the right to reject the Product any time within 30 days of delivery of the Product to you or your representative (or collection of Product by you from our premises, as the case may be);

(b)       the right to request a full or part replacement of Lighting and Furniture Products within their warranty (if applicable) any time up to three (3) years, and of all other Products within their warranty up to twelve (12) months period from delivery of the Products to you or your representative (or collection of Product by you from our premises, as the case may be). If the Products cannot be replaced within this time, you will likely be entitled to a full or part refund for the Products.

The warranties given above will not apply to defects that are due to fair wear and tear, accidental damage or failure by the Customer or any third party to adhere to the Company’s instructions or written recommendations. Any modifications made to the product by the Customer will void the warranty.

Returning Made-to-order, customised, or bespoke Products

15. Generally, made to order, customised or bespoke products (Made-to-Order Products) cannot be returned to us unless they are not of satisfactory quality, not fit for purpose, not as described or do not match any sample that you have seen or examined prior to purchasing such Products from us.

 

16. Any Made-to-Order Products are subject to additional terms and conditions available upon request.

 

17. For the avoidance of doubt, all upholstery items are considered to be Made-to-Order Products unless such Products are specified as being “in stock and available for immediate delivery” on our Website or in-Store.

 

Where and how should Products be returned to?

NOTE: All Products to be returned should be returned within the time limits specified in these terms and conditions.

18. Returning Products ordered via our Website or phone.

To authorise a return

• Complete our enquiry form, found on our Contact Us page.

• Include your order number & telephone number.

• In the message box, include the reason code for your return:

CODE 

DESCRIPTION

1

Product not as described or picture

2

Bought the wrong size/type

3

Incorrect item received    

4

Arrived too late

5

Product damaged or faulty

6

Parcel damaged on arrival

7

Change of mind


All of the steps above are also explained on the returns slip we send with every website or phone order.Our customer services team will send you a returns authorisation code. Enter the code onto the returns slip that you have received as part of the shipment, 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.

If the Products are too large to be sent through the post please contact us via email at customerservices@tomdixon.net or phone +44 330 3630 030 and we can arrange for collection of the Products which will be chargeable to you if the Products are not faulty or damaged.

 

19. Returning Products purchased in-Store. To return Products purchased in-Store, simply return take the Product to the Store from where it was purchased and present your purchase receipt to our customer services team.

 

20. Please note, all Products should be returned in their original, undamaged packaging, with all seals, tags and labels intact.

 

21. Products should be returned to:

FAO Tom Dixon

Noatum Logistics c/o Paul Ponsonby Ltd

Unit 3, Hurricane Park

Heartlands Parkway

Birmingham B7 5PJ

United Kingdom

 

21. Cost of returns.


(a)       Faulty Products - we will bear the reasonable cost of returning Products to us which are faulty or otherwise do not comply with clause 6 of our Terms and Conditions. 22. Cost of returns.

(b)       Non-faulty Products - you must bear the cost of returning non-faulty Products to us if you have simply changed your mind and are cancelling your Order under clause 5 of our Terms and Conditions.

 

23. Refunds. If you are entitled to a refund, we will refund to you all payments received from you for the Products that you have chosen to return to us within 14 days of our receipt of the Products from you (or within 14 days of you providing evidence of having returned the Products to us (whichever is sooner)).

We may deduct any applicable amount from the refund if such Products are returned to us in an unsaleable condition.

You might be charged a restocking fee if we agree to return your Product after the expired return period or if they are found to be damaged on receipt of return into our warehouse.