Delivery & Returns
Free Delivery Items (displayed with free delivery tag)
We offer free delivery to the UK excluding the Highlands, Parts of Scotland, Northern Ireland, Channel Islands, Isle of Man and the Republic of Ireland.
For the following postcodes, delivery fees may be higher and your order won't be eligible for free delivery:
DG, CF, DD, EX, FK, KY, LD, NP, PH, ZE, TR, PL, TQ, TA, AB, SA.
Your delivery will normally be made by either by our own delivery team or a courier which will both deliver to your ground floor door.
Please Note: Due to the weight of the marble furniture, our 2-man delivery team will only deliver this to the ground floor.
Note: all garden furniture is delivered on a pallet by courier and is a kerbside delivery. The standard delivery time is anywhere between 9am and 5pm Monday to Friday. There needs to be someone available at the delivery address at any time during this period as the delivery needs to be signed for by a person over 18 years old. Unfortunately, we can’t give a time slot prior to or on the day of delivery, nor can the driver call before the delivery. As an optional extra we do offer as an alternative 2man delivery service, you would need to contact the shop for details and to add this to your order.
Occasionally something may happen out of our control that closes roads, like floods snow, and other adverse weather conditions, or things like, sporting events which result in closed roads. In this event, we'll contact you as soon as possible to arrange alternative delivery options. We will do what we can, but can’t be held liable if we can’t fulfill delivery due to reasons beyond our control.
If you are not in when they arrive, they will leave a card advising you where to contact to arrange an alternative date. There will normally be an additional charge for re-delivery.
In compliance with the Consumer Contracts Regulations, you have a cancellation period where you may withdraw your order and therefore your agreement with us. The cancellation period is any time up to fourteen working days after the day we have delivered the product to you. You must cancel your order in writing via a letter or email. We must receive this communication within the 14 day period. The goods must be returned within 14 days of cancellation.
If the goods are returned for any other reasons than being defective then you will be required to arrange and pay for the cost of returning the goods to us. Alternatively, we will collect the goods and charge you the direct cost of collection.
The product must be in its delivered form and must not have been tampered with in any way, you are advised items must be in the original packaging to protect the product, if not then we cannot issue a return or refund.
The product will be inspected on return to ensure that the product has not been tampered with and is complete, including the instructions and any fittings. Please be advised that you do have a duty of care for the products during the period of cancellation of your order and the collection of the goods.
We will usually process the refund due to you as soon as possible and, in any case within 14 days of the goods being returned.
Delivery of other items
Local deliveries (within 30 miles of the site) can be dleivered to your room of choice for only £25. To arrange this service please contact the store directly.
Collection of goods can be arranged from our warehouse with prior notice.
Other areas are calculated by distance from the store, see postcode calculator in the basket section.
We ask you to ensure that items purchased fit into your home, through your front door, and through all internal doors, staircases and turns to their destination point. Such criteria do not form a reason for return of goods.
The delivery team will attempt to phone you if you are not in when they arrive. If there is no response, they will leave a card advising you where to contact to arrange an alternative date. There will normally be an additional charge for re-delivery.
We aim to deliver your items within the time quoted on our site. If circumstances change we will contact you and in any event when the items are available for delivery we will contact you to book a delivery date. If however, delivery is delayed due to circumstances beyond our control, then we cannot accept any liability for consequential loss.
Bespoke Items or Customised Special Orders
Any products that are bespoke or customised are not subject to the cooling-off period as we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric and sofa style has been specially ordered from a supplier to your specific order requirements.
Please note that a refund will only take place after the goods have been returned and inspected by one of our representatives and deemed to be in a condition suitable for return. The customer accepts reasonable collection charges to return the goods. PATTENS furniture are not responsible for the loss of items in transit and strongly recommends that you use returns by signature.
Should an item be delivered and is faulty we will request that this is reported within 24 hours and that photographic evidence is sent to email@example.com within 24 hours of delivery. This will enable our team to rectify any issues quickly.