COVID 19: This Notice is in addition to our other delivery terms and conditions on this page.
Courier Notice: In light of the Coronavirus pandemic, and in order to protect the safety of both consignees and the delivery drivers, we have temporarily relaxed the requirement of Clause 5 (2) and will be adopting the NO CONTACT DELIVERY PRACTICE. Consignees will not be required to personally sign the ePOD device or hard copy document, but will be required to provide their name verbally to the delivery driver whereby the driver will include this on the delivery record. Whereby a customer refuses to provide their name, the consignment will not be left with them but fall under the ‘refused goods’ process.
If you have any special delivery requests, i.e safe place to leave, or you are self-isolating then please make notes in the relevant section when ordering.
We are operating a strict warehouse policy, whereby social distancing rules mean dispatches are only being processed 3 times a week. To make up for this, where possible, we have replaced our usual economy services with EXPRESS delivery, therefore our lead times for stock items are generally unaffected.
For orders of non-stocked items and made to measure items, please refer to the usual lead time tab for each product, but be aware that there could still be possible delays, should any ‘lockdown’ measures continue.
We are really passionate about our products and customer service. Delivery is a huge factor, therefore we always carefully select and offer the most suitable options for the weight, size and contents of your order. This ensures it arrives with you exactly how it left us!
Our Delivery Services:
The various services are listed below, however if you have any special requests or clarification questions regarding costs, area zones, express delivery, lead times etc. please do not hesitate to Contact Us> and we will do our very best to accommodate your requirements. Don’t be alarmed to see high weights or dimensions listed under the ‘more information’ tab on items – this is just used to calculate a delivery method!
Your exact delivery options and costs will always be shown at both shopping basket and checkout pages when you have provided a delivery address and postcode.
Don’t forget – We offer:
- FREE LOCAL DELIVERY on every order!
- UPGRADE YOUR STANDARD DELIVERY TO PREMIUM DELIVERY option on all non local furniture orders.
- FREE PREMIUM DELIVERY on all orders over a certain value! (postcode zone dependant)
- CLICK & COLLECT SERVICE for your convenience.
ACCESSORIES (+FRAGILE) DELIVERY: £4.99 & £10.00
Most of our accessories are delivered by our trusted local courier networks, Royal Mail or DPD. This covers small size item orders with a combined weight / size up to approximately 5kg. Items that are particularly fragile are insured for damage and therefore carry the higher delivery cost.
Your order will arrive to your property on the ground floor, outer door – during usual courier or postal delivery hours. Wherever possible, items are tracked and signed for throughout mainland UK in Zones 1- 6. If no-one is available to accept delivery, you will usually be left a calling card with collection or re-delivery instructions. For Scottish Highlands / Islands / Northern Ireland (Zone 7) and Worldwide, please Contact Us> for a competitive quotation. Please note: some items may require assembly and we encourage you to recycle any packaging.
For IN STOCK items, please allow 2-3 working days for delivery.
For OUT OF STOCK items, we will contact you when your order is ready to be dispatched.
STANDARD DELIVERY: £10.00 – £49.00
Furniture (Small): £10.00
Much of our smaller furniture is delivered by our trusted local courier networks via van. This covers small / medium size item orders with a combined weight / size up to approximately 25kg. Your order will arrive to your property on the ground floor, outer door – during usual courier delivery hours on a weekday. If no-one is available to accept delivery, you will usually be left a calling card with collection or re-delivery instructions.
Furniture (Medium): £20.00
The majority of our standard size furniture can be delivered by our trusted local courier networks via van. This covers medium / large size item orders with a combined weight / size up to approximately 50kg. Your order will arrive to your property on the ground floor, outer door – during usual courier delivery hours on a weekday. If no-one is available to accept delivery, you will usually be left a card with collection or re-delivery instructions.
Furniture (Large): £49.00
A lot of our bulkier, more fragile furniture can be delivered by our trusted local pallet logistics networks via lorry. This covers large / oversize item orders with a combined weight / size up to approximately 500kg. Your order will arrive on a shrink wrapped wooden pallet using a truck tail lift to the outside of your property, at the kerbside or driveway – during usual courier delivery hours on a weekday. If no-one is available to accept delivery it will be aborted and you will be liable to failed delivery charges.
Wherever possible, items are tracked and signed for throughout mainland UK in Zones 1- 6.
Please note: some items may require assembly and we encourage you to recycle any packaging, freight paraphernalia and old furniture.
For IN STOCK items, please allow 2-3 working days for delivery.
For OUT OF STOCK items, please refer to the specific product lead time tab for an estimated lead time and we will contact you when your order is ready to be dispatched.
*Any of these standard furniture delivery options can be upgraded to our Premium Delivery service – see below*
UPGRADE your service to PREMIUM ‘White Glove’ FURNITURE DELIVERY: £15.00 – £200.00 or FREE with a minimum order value!
Costs are zone dependant – see Delivery Map>. This service is available on all furniture orders and delivered by our very own professional delivery team*. This covers all order eventualities including extremely heavy and large, awkward items. Your order will start in our warehouse, where it is unwrapped, packaging recycled, thoroughly checked, assembled if required and carefully loaded onto our own transport. Once at your property our highly skilled 1 or 2 man delivery team will (access permitting), position your furniture in your room of choice, set it up and demonstrate how to use it if required – so all you need to do is sit back and relax! We usually deliver between 9am and 5pm on weekdays (excluding Bank Holidays). If requested, we can call, text or email you the day before delivery to give you an estimated am or pm time slot and inform you again on delivery day of progress of your order.
We really do pride ourselves on our full bells and whistles, Premium White Glove service –
“When we deliver your furniture, we go the extra mile…!”
Please refer to the specific product delivery tab for a stock status, and lead time tab for an estimated lead time. As soon as your furniture is available, we will contact you to book a suitable date for delivery.
We are a small, family run company and are only human! In order to offer such a comprehensive delivery service at a reasonable price, all we ask of you is: we have your contact number should we get lost on the way, someone is available at your property when arranged to accept delivery, and there is suitable access, otherwise failed delivery charges will apply. For advice on access issues please see our FAQ’s> For Scottish Highlands / Islands / Northern Ireland (Zone 7) and Worldwide, please Contact Us> for a competitive quotation.
NB: Some items of furniture require extraordinary dismantling and assembling for tight access. On the item listing a drop down box with an optional cost will be shown. We urge you to select this option if you are in ANY doubt whatsoever that access may be an issue.
*Occasionally we may use our highly trained and trusted local removal company for deliveries in Zones 4, 5 & 6.
Delivery Postcode Zones:
Zone 1 – IP28, IP29, IP30, IP31, IP32, IP33 (Local to Bury St Edmunds)
Zone 2 – IP (All Non Local)
Zone 3 – CB, CO, NR, PE (East Anglia)
Zone 4 – AL, BR, CM, CR, CT, CV, DA, E, EC, EN, HA, HP, IG, KT, LE, LN, LU, ME, MK, N, NG, NN, NW, RH, RM, SE, SG, SL, SM, SS, SW, TN, TW, UB, W, WC, WD
Zone 5 – B, BA, BD, BH, BL, BN, BS, CH, CW, DE, DN, DT, DY, GL, GU, HD, HG, HR, HU, HX, LD, LS, M, OL, OX, PO, RG, S, SK, SN, SO, SP, ST, SY, TF, WA, WF, WN, WR, WS, WV, YO
Zone 6 – AB, BB, CA, CF, DD, DG, DH, DL, EH, EX, FK, FY, G, KY, L, LA, LL, ML, NE, NP, PL, PR, SA, SR, TA, TD, TQ, TR, TS
Zone 7 – BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, ZE (Outside Mainland UK)
See Delivery Map >
We only deliver to Mainland UK, however we can arrange for orders to be delivered to UK-based transport and shipping companies.
CLICK & COLLECT
Of course you are welcome to collect your order from our warehouse located directly behind our Showroom> We will confirm when your order is ready for collection. Please bring your proof of purchase and provide your own suitable transportation and protection for your purchase. Collections are only available during normal Showroom opening hours>
OTHER DELIVERY INFORMATION
Cancelling / Changing Your Delivery:
Should you wish to cancel or change your order, or re-arrange or change your delivery service please Contact Us> with at least 72 hours notice and have your order number ready. If your order has left our warehouse and you wish to cancel or rearrange your delivery, there will be a failed delivery charge applied.
Please make sure there is suitable access before your delivery arrives. If you have left notes for your order to be left (standard delivery) – have a clear, dry and secure place that is suitable for the driver to access. If you have chosen premium delivery – we need a clear route to the room of choice with no obstructions. For more help on measuring for your new furniture, details can be found in our FAQ’s section>
Dates & Times:
We can not guarantee delivery days or times, or be specific with standard or premium delivery times until the day of delivery. Where ever possible, we do provide tracking information for your order. Should you wish to request a particular delivery date or time, please Contact Us> for a competitive quotation.
In order to reduce an unnecessary impact to the environment and keep our delivery prices competitive, we prefer to only make one delivery when all your ordered items are in stock. Should you wish to have items sooner, please Contact Us> for a competitive quotation. If you have chosen our premium delivery service, we will recycle as much of the packaging as is humanly possible. If you have chosen our standard delivery service, you are responsible for the recycling of all packaging.
Sorry, we are unable to take any of your old furniture away for disposal. We highly recommend contacting your local charity for further details. Hey, why not do your bit and join the up-cycling revolution!
Whether you choose to Click & Collect your order or have it delivered, we need all the space we can get in our warehouse! If we have contacted you to advise that your order is complete and in stock, or have tried to arrange for a delivery date more than 3 times we will need to start charging for warehouse storage after 4 weeks. The charge will be invoiced to you at a cost of £14 per week per order.
Failed Delivery Charges:
If we are unable to complete a scheduled delivery there will be a charge which will be invoiced to you. Until the invoice is settled, we will be unable to re-schedule delivery. The charges are exactly the same as the original cost of delivery. If your order qualified for FREE delivery, the charge made will be the equivalent to the nearest delivery cost. Should you wish to cancel your order after an aborted delivery, then the associated charge will be deducted from any refund.
Help – This is not what I expected!
If your order has not arrived, arrives incomplete, or items are damaged, please Contact Us>
Only for if you receive your order and don’t love it as much as we do!
Online, mail and telephone order sales (Distance Selling)
- You can cancel your order up to 14 days after your order is delivered, even if the goods aren’t faulty, not as described or doesn’t do what it’s supposed to.
- You don’t need to give us a reason for cancelling.
- You have exactly the same rights to refunds when you buy items in a sale as when you buy them at full price.
- We offer a refund or exchange for an alternative product of equal value if you’ve notified us with proof of purchase, in writing, within 14 days of receiving your goods that you want to cancel. You have another 14 days to return the goods once you’ve told us. Email: email@example.com or write to us at: Team EC, Edmunds & Clarke Furniture Ltd, 1a Barton Road Trading Estate, Barton Road, Bury St Edmunds, Suffolk, IP32 7BE.
- We will refund you for both the purchase price and the original delivery charge of faulty items and reimburse your costs in returning items to us or arrange collection within 14 days of receiving the goods back. You are responsible for the cost of returning the item/s back to us if you no longer want an item (eg because it’s the wrong size or colour).
- When you receive your order, remember to keep the packaging until you’re 100% happy (standard delivery). Please make sure you take reasonable care of the item/s while in your possession, and that you return to us unused, in unopened original packaging. If these conditions are not adhered to, we reserve the right to refuse or amend the amount of refund.
We don’t offer a refund to you if you:
- Knew an item was faulty when you bought it.
- Damaged a faulty item by trying to repair it yourself or got someone else to do it.
- Ordered personalised items and custom-made to measure furniture items to your needs, eg bespoke furniture (We only offer a refund if they’re faulty)
You may return items to us:
- In store – Please bring the delivery note and the item/s you are returning or exchanging to our showroom / warehouse in Bury St Edmunds.
- Courier or Postage – Include a copy of your delivery note, state the reason for the return and whether you’d like a refund or a replacement.
We will refund by the same method as the original order payment was made.
This policy is offered in addition to your legal rights. We are under a legal duty to supply products that are in conformity with this contract. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality.