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. Please note, delivery charges apply depending on the products ordered and the delivery address specified in the order. You will be made aware of such applicable delivery charges at the time of placing your order with us. Additional charges may apply for locations outside of mainland UK/Europe.
3. Estimated delivery date.From the date that we accept your order, we offer a priority delivery service to ensure you receive your products within 3-5 business days. We aim to ship UK orders placed before 1:00PM (GMT) on the next working day, providing card security checks are complete, and stock availability is confirmed. This priority service is applicable for Accessories, Lighting and small Furniture. For larger Lighting and Furniture, as well as Upholstery and Made to Order items, please refer to the table below.
|
Delivery Charges & Lead Times |
|||
|
Charge |
Free Shipping For Orders Above |
Lead Time |
|
|
Accessories, Lighting & Small Furniture |
£9.50 |
£500 |
3-5 Business Days |
|
White Glove Service - Large Furniture & Lighting |
£79.00 |
N/A |
2-3 Weeks |
|
White Glove Service - Upholstery & Made to Order items |
£79.00 |
N/A |
6-10 Weeks |
Excluding bank holidays
4. White Glove. We offer a white glove delivery service within mainland UK for a fee of £79, this will be added at check out on selected products. Our standard white glove delivery lead time is 2-3 weeks for in-stock products but may incur lead times of up to 10 weeks for made-to-order items.
Our delivery partner will contact you to schedule the delivery for a date that is convenient for you.
Our white glove delivery service is provided for furniture and large lighting orders. The service includes the option for room of choice delivery, with assembly of furniture and removal of packaging.
Our delivery partner will contact you to schedule the delivery for a date that is convenient for you.
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.
In case of circumstances that fall outside of our control resulting in the delay of order delivery, you’ll be contacted by the customer services team. .
5. Final Order Dates for Pre-Christmas Delivery To ensure you receive your in-stock products in time for Christmas, please place your orders by:
07/12/2023 For White Glove UK
14/12/2023 For Domestic UK (DPD UK)
6. 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 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 provided by the client at check-out. 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
7. When delivery has taken place. Goods liability passes from Tom Dixon to the client once the order is delivered.
8. Signatures. All deliveries require a signature.
9. Large & Made-to-Order Items.
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 or arrange delivery when ready.
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.
UK RETURNS
Cancellation of your Order for any reason (Returns)
11. 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 at 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 from us (usually by providing us with a copy of your receipt).
You can return or cancel your order within 28 days of delivery, provided that goods are in their original condition and the proof of purchase is presented. Your refund will be issued to the original method of payment within 14 days (depending on your bank’s transfer process).
12. Cancelling In-Store Purchases. As a consumer, when you make an In-Store Purchase, you are entitled to return such products to the store where they were purchased anytime within 28 days of the date of In-Store purchase.
13. When you will not have the right to cancel. You will not have benefit from the right to cancel an Order or an 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
14. 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.
15. 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
16. 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.
17. Any Made-to-Order Products are subject to additional terms and conditions available upon request.
18. 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.
19. 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 and we can arrange for collection of the Products which will be chargeable to you if the Products are not faulty or damaged.
20. Returning Products purchased in-Store. To return Products purchased in-Store, simply return the Product to the Store from where it was purchased and present your purchase receipt to our customer services team.
21. Please note, all Products should be returned in their original, undamaged packaging, with all seals, tags and labels intact.
22. Products should be returned to:
FAO Tom Dixon
c/o Noatum Logistics UK Limited
Unit 1B, London Medway Commercial Park
James Swallow Way, Hoo, Rochester
ME3 9GX
United Kingdom
23. 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.
(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.
24. 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.
Last updated on the 17th of November 2023