Delivery Information

We are super passionate about our products and customer service. That’s why we always carefully select and offer the most suitable delivery options for your order. This ensures it arrives with you exactly how it left us!

When all is said and done, we know that “free shipping” isn’t actually free. Someone has to pay for it. We would rather keep our product prices as low as possible and our delivery service the best it can be – this costs the following:

New furniture charges and zones
New Accessories delivery charges

Your exact delivery options and costs will be shown at both shopping basket and checkout pages when you have provided a delivery address and postcode.

Areas:

ZONEPOSTCODE
1IP28, IP29, IP30, IP31, IP32, IP33 (Bury St. Edmunds & Surrounding Villages)
2IP (Non Local), CB, CM, CO, NR, PE, SG, SS
3AL, B, BA, BB, BD, BH, BL, BN, BR, BS, CF, CH, CR, CT, CV, CW, DA, DE, DH, DL, DN, DT, DY, E, EC, EN, FY, GL, GU, HA, HD, HG, HP, HR, HU, HX, IG, KT, L, LA, LD, LE, LN, LS, LU, M, ME, MK, N, NG, NN, NP, NW, OL, OX, PO (exc 30-41), PR, RG, RH, RM, S, SE, SK, SL, SM, SN, SO, SP, SR, ST, SW, SY, TF, TN, TS, TW, UB, W, WA, WC, WD, WF, WN, WR, WS, WV, YO
4AB, CA, DD, DG, EH, EX, FK, G, IV (exc 41-51 & 55-56), KA (exc 27-28), KW (exc 15-17), KY, LL, ML, NE, PA (exc 20-80), PH, PL, SA, TA, TD, TR, TQ
5BT, GY, HS, IM, IV41-51 & IV55-56, JE, KA27-28, KW15-17, PA20-80, PO30-41, ZE

Services:

Some services may not be offered to all postcode areas.

Very occasionally a product is deemed unsuitable for Economy or Standard delivery, therefore only our Premium service will be offered.

Our various service options are listed below, however if you have any special requests or questions regarding costs, area zones, service types, express delivery, lead times, product restrictions etc. we will do our very best to accommodate your requirements.

CONTACT US

FREE Click & Collect

For your convenience – 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>

Furniture Delivery

Delivered by our professional 1 or 2 man teams to ensure safe arrival to you

ECONOMY – Doorstep Drop Off

Our no-frills delivery service to your doorstep! Its quick & reliable, however please note that some items may require assembly. We encourage you to recycle any packaging, freight paraphernalia and your old furniture.

Small / Medium Furniture Order:

  • Delivered by our trusted local courier network (usually APC) via VAN.
  • 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.
  • YOU WILL RECEIVE TRACKING INFO WHEN YOUR ORDER IS DISPATCHED.
  • Wherever possible, items are fully tracked and signed for throughout.

Large / Fragile Furniture Order:

  • If you think 1 person won’t manage to lift the item/s of furniture you have ordered, then chances are it will be delivered by our trusted local pallet logistics networks via LORRY.
  • 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 you do not have suitable access or somewhere safe to leave a pallet, please upgrade your service to Standard or Premium.
  • WE WILL CONTACT YOU TO BOOK A SUITABLE DELIVERY DATE.
  • Once booked, if no-one is available to accept delivery it will be aborted and you will be liable to failed delivery charges.

STANDARD – Room of Choice

If you need your item/s of furniture lifting into your property, taking upstairs or placing in a specific room then you will need to choose this service. Please note that some items may require assembly. We encourage you to recycle any packaging, freight paraphernalia and your old furniture.

  • Delivered by our network of Direct Home Delivery specialists via VAN or LORRY.
  • 1 or 2 man team will take your order to you specified room (max 1 flight of stairs)
  • WE WILL CONTACT YOU TO BOOK A SUITABLE DELIVERY DATE.
  • Wherever possible, items are fully tracked and signed for throughout.
  • Once booked, if no-one is available to accept delivery it will be aborted and you will be liable to failed delivery charges.

PREMIUM – White Glove

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…!”

  • This service is available on all furniture orders and delivered by our very own professional delivery team wherever possible.
  • 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 WILL CONTACT YOU TO BOOK A SUITABLE DELIVERY DATE.
  • 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 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:

  1. We have your contact number should we get lost on the way.
  2. Someone is available at your property when arranged to accept delivery.
  3. There is suitable access, otherwise failed delivery charges will apply. For advice on access issues please see our FAQ’s>

Don’t just take our word for it…

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. This service is only available with our Premium delivery service.

We strongly recommend you choose our assembly service for a select few products on our website due to the size and complexity of the items. If you are in any doubt about paying a little extra to have your lovely new purchase professionally built and installed as part of our Premium white glove delivery service, have a look at one of our latest reviews:

Just had our dressing room furniture delivered today, on the day that was planned and on time. Take my advice and get the team to assemble it for you its worth every penny as its takes all the pressure off you. 1st class quality furniture totally fitted into our room that looks like it was Taylor made for the space. Thankyou for such great service from the moment we walked in to your showroom and we will be back very soon to spend some more money.

Mr Dobbyn – Facebook

Accessories Delivery

Items that are particularly fragile are insured for damage and therefore carry the higher delivery cost.

  • Delivered by our trusted local courier network (usually APC) via VAN.
  • 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.
  • YOU WILL RECEIVE TRACKING INFO WHEN YOUR ORDER IS DISPATCHED.
  • Wherever possible, items are fully tracked and signed for throughout.

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.

Access:

Please make sure there is suitable access before your delivery arrives. If you have left notes for your order to be left (economy 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.

The Environment:

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!

Storage:

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>

RETURNS

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: sales@ecfurniture.co.uk 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)

Returning Orders

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.