Delivery And Returns Policy US

US 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.

Category & Service

Charge

Small Lighting & Accessories (Under $150)

$15

Small Lighting & Accessories ($150 - $1,000)

$35

Small Lighting & Accessories ($1,000+)

$95

Delivered Inside Your Door

$350

Deluxe Assembly & Package Removal

$550

Charges apply to delivery within the continental US

All parcel orders will ship via FedEx Ground.

Delivered Inside Your Door: Carrier will deliver to the first dry area. Example: inside lobby, mailroom, and under covering from inclement weather. Certain items are automatically allocated a threshold delivery due to size and weight.

Deluxe Assembly & Package Removal: Carrier will schedule an appointment and deliver it to your room of choice and will remove packaging and will set up your furniture. Our agents will not install any lighting or mount any fixtures on your walls or ceilings. Certain items are automatically allocated Deluxe Assembly & Package Removal service due to size and weight, for example: Marble Dining Tables, Cork and Slab tables, sofas and love seats, Wingback chairs.

Our standard Deluxe Assembly & Package Removal services delivery time is 2-3 weeks but may incur much longer lead times of up to 10 weeks for made-to-order items.


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 US orders placed before 11.30am (EST) 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.

Estimated delivery times for standard shipping:

STATE

DELIVERY (DAYS)

STATE

DELIVERY (DAYS)

STATE

DELIVERY (DAYS)

STATE

DELIVERY (DAYS)

Alabama

5

Indiana

4

North Carolina

4

Rhode Island

3

Arkansas

5

Kansas

5

North Dakota

5-6

South Carolina

4

Arizona

5-7

Kentucky

4-5

Nebraska

5-6

South Dakota

6-7

California

5-7

Louisiana

5-6

New Hampshire

4

Tennessee

4

Colorado

5-7

Massachusetts

3

New Jersey

3

Texas

5-6

Connecticut

3

Maryland

3-4

New Mexico

6-7

Utah

7

Delaware

3

Maine

4

Nevada

3-4

Virginia

4

Florida

5

Michigan

4

New York

3

Vermont

3

Georgia

4-5

Minnesota

5-6

Ohio

4

Washington

6-7

Iowa

5

Missouri

5

Oklahoma

5-6

Wisconsin

5

Idaho

6-7

Mississippi

6-7

Oregon

7-8

West Virginia

4

Illinois

4-5

Montana

7

Pennsylvania

3-4

Wyoming

6-7

 

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 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.

 

6. Goods liability passes from Tom Dixon to the client once the order is delivered.

 

7. 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 18-20 weeks. Once you have placed your order, our customer services team will contact you to help or arrange delivery when ready.

Delivery costs for items within the Mass collection is based upon delivery location and is provided upon request.

 

8. White Glove Delivery. We offer a white glove delivery service to some locations within the US* for a fee of $350-$550, 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 uscustomerservice@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.

 

 

US 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 if damaged or faulty within 14 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 will 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 to our warehouse.

You can return or cancel your order within 14 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).

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


Please note: Any goods received without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.
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.

If the Products are too large to be sent through the post please contact us via email at uscustomerservice@tomdixon.net or phone 212 228 7674 and we can arrange for collection of the Products which will be chargeable to you if the Products are not faulty or damaged.

 Upon return, your item will be inspected, and exchanges, credits, or refunds will be issued for the purchase price. Tax will be refunded in accordance with applicable law. Shipping and delivery fees are not refundable except in cases of manufacturing defects or transit damage. We reserve the right to refuse returns or exchanges of items that are not in like-new condition because of misuse or damage caused by a customer. Please keep in mind that furniture is vulnerable to damage during shipping. For this reason, it's important that you please keep and use the original packaging materials for any items you wish to return.

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. If you would like to return your product purchased online please email uscustomerservice@tomdixon.net for instructions

 

22. 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.

 

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.

 

 Last updated on the 17th of November 2023