Delivery & Returns

Service update

The UK has left the EU transition period and new customs arrangements are in place from 01.01.21. Customers should be aware that any importation and clearance costs into the UK will be covered automatically by Really Well Made, with no additional expense passed on. However there may be additional time delays to bring goods into the UK. We have prepared a Brexit and Customs Q&A to answer your questions, please click here to read. If this doesn’t answer your question please just call or email us.

 

Really Well Made offers a wide range of domestic and international services to make receiving your order as quick, simple and cost-effective as possible. Our main courier partners are DPD, DHL and FedEx. For oversized items or specialist requests we offer a selection of door-to-door services.

Our standard UK shipping is free of charge and delivered the next working day for orders over £75 that fit into DPD's maximum parcel size and weigh less than 30 Kg. For offshore/remote UK customers (Northern Ireland, Scottish Highlands and Scottish Islands etc) we offer a DPD 2-Day service at a subsidised rate. Large accessories (over 1 metre in length) with a value under £150.00 may be charged an oversized item fee of £15.00.

We aim to dispatch all orders on the same day if placed before 12:00 noon, and 99% of our our parcels are delivered on time. In times of exceptional demand, orders will be processed in the sequence they were placed, with 'paid-for' services taking priority. We do not guarantee our next-day service, as the undertaking involves many components beyond our direct control. If we are aware of delays to your parcel of more than 48 hours, and it is not yet dispatched, we will contact you to give you an option to cancel.

Our Free Economy Courier delivery is usually available at the checkout for orders that are either too large or too heavy to fit inside the maximum DPD single parcel size requirements. We will send these orders by the quickest and safest method possible, which may still include DPD as an option. These orders generally consist of furniture and we will advise of any other options available to you. Delicate furniture will generally be shipped with a door-to-door service, but please note this is still a 'kerbside' delivery. Depending on your location Economy deliveries may take up to two weeks to arrive. When you need your furniture delivered faster, or you need a hand with it into your property, we also offer a 'Quick-ship furniture courier with a 'White Glove' service included as standard. Full details are at the bottom of this page.

If you have ordered a mixture of 'in-stock' and 'made-to-order' product lines - We will usually allow orders to be split into separate consignments. Each individual parcel must have a minimum £75.00 value or additional charges will apply. If your order requires a 2-person furniture courier, this may also incur an extra fee for splitting.

All items, whether domestic or international, will require a signature on receipt and are fully insured against loss/damage. DPD, DHL and FedEx deliveries have various 'in-flight' options, which allow you to change the time, leave your items with a neighbour or pick them up from a parcel shop.

Please note that unless stated the below, rates are based on business days (Monday to Friday). If you need a Saturday or Sunday delivery please select one of our services from DPD or get in touch. Our customer support at the weekend is limited so please ask us any questions you have during the week. Weekend deliveries must also be placed before 12:00 noon on Friday. 

Pricing within the United Kingdom is based on most UK mainland and some island locations, but we do reserve the right to request additional monies for delivering to outlying/remote areas. If a request is refused then we may need to cancel your order. If you are not given a shipping price at the checkout you will need a bespoke shipping quote, please contact us for more information on this.

International customers (including EU customers) may need to pay local taxes and/or customs charges on the import of any goods we send. Customers outside the UK are not charged any VAT (20% UK Sales Tax), your pricing is tax-free. We will prepare customs documentation for your order and forward it to your chosen courier. The value of the goods will be the price you have paid for them or lower, however we cannot value goods below the wholesale cost in any circumstances. Replacement items however will be valued at zero or £1.00, so VAT charges should not apply. EU customers should read our Brexit and Customs Q&A for helpful information before placing an order.

If you refuse your parcel and return it to us, your original shipping charges will not be refunded. You may also be charged to return the parcel to us by the courier. This will be deducted from your final refund, at which point the goods transfer back into our ownership. When a refund is not agreed the items remain the customers property and responsibility. Any refused/unclaimed items that have been sent to our warehouse may be destroyed after 1 year has passed from the original sale date.

 

United Kingdom
  • £0.00 - Free UK Shipping on orders over £75.00 - see above for details.
  • £6.00 - (small orders under £75.00) DPD Next-Day Parcel, Tracked and Signed with 1 hour delivery slot. 
  • £7.00 - (small/medium order) DPD 2-Day Parcel, Tracked and Signed with 1 hour delivery slot
  • £8.00 - (small/medium order) DPD Before 12:00, Saturday or Sunday Parcel, Tracked and Signed with 1 hour delivery slot.
  • £12.00 - (large order) DPD 2-Day Parcel, Tracked and Signed with 1 hour delivery slot.
  • £18.00 - DPD 'oversized item' fee - applies to some accessories which are over 1 metre in length and under £150.00 in value.
Ireland
  • From £25.00 - DPD 2-Day Parcel/Other Economy service
  • Price on application - FedEx International Economy (2 Business days)
  • Price on application - DHL Express (1 Business day)
European Union
  • From £21.00 - DHL Express (1-3 business days)
  • From £21.00 - FedEx International Economy (2-4 business days)
  • From £22.00 - FedEx International Priority (1 business day)
USA and Canada
  • From £31.00 - FedEx International Economy (2-4 business days)
  • From £33.00 - FedEx International Priority (1 business day)
Rest of the World
  • From £32.00 - FedEx International Economy (timing advised at checkout)
  • From £34.00 - FedEx International Priority (timing advised at checkout) 

 

Returns and Exchanges

The DPD Portal is currently experiencing technical difficulties - Please do not use it and get in touch with us directly. We have teamed up with DPD to create a simple returns process for the majority of our UK customers. Returns cost from £5.00 per parcel. Click here to go to our DPD returns portal. This service is provided by Parcel2Go - if you have any technical difficulties please contact them here: https://www.parcel2go.com/help-centre/parcels/question/general/how-do-i-contact-parcel2go 

Before attempting a return please ensure your parcel weighs under 20 Kg and the two longest sides add up to less than 120 cm. If your parcel is larger than this then we can probably arrange DPD to pick up the item directly from you for £13.00 - please get in touch to arrange. Most importantly please ensure all our conditions below are met and that your order is eligible for a return. You may also use your own preferred method to return your order to us if you wish. International customers must currently make their own return arrangements, unless an item is faulty.

If you have purchased an ‘In-stock’ item and you are not satisfied for any reason, it may be returned to us within 30 days of the original purchase date or 14 days of receipt of the goods (whichever is longest). ‘Made to Order’ furniture and accessories, special orders, textiles and flat-packed items that have been assembled can only be returned or exchanged if faulty. Every item on Really Well Made is either categorised as 'In Stock' or 'Made to Order' - the distinctly different terms and conditions apply strictly to both categories.

‘Receipt of the goods’ is the date of the first delivery attempt. Any time spent held in a delivery depot will also be included. Please include your name and order number with or on the package so we can assign the return to you. If you have paid for delivery then it is classed as an 'express service' and will not be refunded to you when the order is cancelled.

If you would like an exchange please contact us to discuss. You will be responsible for the cost of returning the item and we will send a replacement out to you free of charge.

All product/s must be returned in their original, new and unused, condition with all original packaging and contents included. Items which do not meet this criteria will either be refused outright or be subject to a ‘restocking’ fee relevant for the damage caused or items missing from the original product. ‘Restocking’ is completely at Really Well Made’s discretion and not a guaranteed option or entitlement.

Until we have accepted a return and written to you (by email) to confirm this, the item/s remain as your property. We advise you to ensure goods are well wrapped for shipment and that any product packaging is also protected as this forms part of the product. We also advise you to insure the goods for loss and/or damage for the full market value. Please note that most fragile items made from ceramic, concrete and glass etc cannot be insured for damage in transit with any courier. If you need any help or guidance please contact us. Returns and exchanges will be processed as soon as possible after arrival, normally within 1-2 business days.

When a return is accepted the initial shipping costs will also be refunded to you for our least expensive standard UK parcel services. Any original shipping costs for large furniture or international orders are not refunded.

International customers must arrange their own returns and should mark customs paperwork that item/s are a 'return' or 'returned goods'. This will prevent customs charges being due on import. Really Well Made will not pay any customs or import charges for returned products, so it is important that international customers agree to pay this at the time of sending their parcels. This service is normally described as DDP (delivery duty paid) and you should select this option for your return.

 

Please send returns to:

Really Well Made
Unit 1 
Michael Manley Industrial Estate
London
United Kingdom

SW8 4TU

  

Our contract with you

When you place an order with us we will send you an email to confirm your order. Please ensure the order is correct and inform us of any errors. This order confirmation signifies our receipt of your order and your acceptance of our Terms and Conditions. A dispatch notification will follow when your order has been booked in for collection and we will include a tracking number for you to check live progress updates. The courier company will be given your email address to provide you with more information on your shipment. If you provide us with a mobile phone number, additional ‘in-flight’ options may also be available. 

Whichever courier we use, your purchase is always insured for the full value of replacement. We promise to make sure that your item reaches you in perfect condition and we will happily replace any items that do not. Occasionally couriers do not keep to their promised timescales – These errors are unfortunately outside of our control but where this does happen we will contact the courier on your behalf and resolve any issues as swiftly as possible. Please note: It is often quicker for you to contact the courier yourself and often we cannot see any more information than you, however we will happily assist as much as we can.

It is the customer's responsibility to give an address where they will be present to accept and sign for a delivery. If the customer is not at their given address on two successive occasions where delivery has been attempted, the item may be returned to our warehouse. If the customer provides the incorrect address it may also be returned to us. Where either of these occurrences happen, it is the customer's responsibility to pay for another shipment booking or collect the item from our warehouse. When using door-to-door services please ensure you are ready to take receipt of your item on arrival. With Addison Lee services there is a maximum 10 minutes wait and unloading time. If there is no answer within 10 minutes, the item/s will be returned to our warehouse which will conclude our free delivery service. Other door-to-door services will take your item away and we may need to charge for any re-delivery or storage costs.

All Really Well Made shipments are suitable as gifts, because we do not include any physical receipt or invoice with your order (unless requested to). Our policy is in place to make environmentally beneficial savings, of which you can read more about here. If you would like a small order to be gift wrapped we can provide this from £4.50. Look out for the option to add this service before you checkout.

Our Free UK shipping services include shipping to the door of delivery provided the address is on the ground floor, easily accessible and can be carried by one person. Free delivery for furniture items will be 'Kerbside' only and our couriers will bring you item as close to your property as possible. If you require delivery to a difficult-to-access property or need help assembling your items we can also offer our dedicated furniture 'White Glove' delivery service. Please see the bottom of this page for more details - this can be useful if you need a hand with heavy goods.

 

Showroom/warehouse collection (free)

If you wish to pick up your purchase and save any postage costs, you can do so from our London based showroom and warehouse (address above). Simply select 'Local Collection' at the checkout to use their service. We are open for customer visits from 09:00 to 18:00 Monday - Friday.

 

Made to order items

‘Made to order’ products are purchased by Really Well Made directly from the manufacturer specifically at the customers request. These items are designated as ‘Bespoke and customised goods’ under the Consumer Rights Act 2015 and are exempt from cancellation rights. For more information on these products please read the full text on our Terms & Conditions page.

 

Faulty, Damaged or incorrect goods

Please open and check your order as soon as it arrives. If an order arrives with a fault or damage you will need to report it to us within 3 business days from when you took receipt of the goods. After this time it may not be possible to offer you a refund or exchange. This does not affect warranty claims. Incorrect items must be reported within 30 days of receipt.

When these issues occur we will work with you to resolve and replace the items as soon as we can. We will arrange for the collection of any such items free of charge, we do however require the customer to re-wrap the items properly for transit in the packaging we provided.

If the fault can be agreed through the use of photographs we will arrange a collection of the item/s at our own cost. When the fault cannot be agreed through this method we will require you to send to the item/s back using our DPD return portal (see above) or using your own method. If the items are subsequently found to be faulty, by agreement with the manufacturer, we will refund any reasonable costs* you have outlaid to return the items to us.

Please note: We will only arrange transportation for faulty items where the original protective packaging is available. If you have disposed of it then you will need to source replacement packaging and will remain responsible for the item/s arriving back with us in the same condition as it/they arrived.

In the event of a delivery damaged by the courier - please keep hold of all packaging and take photos of the condition the item and packaging arrived in, we will need this to process a claim with the courier company. When these issues occur we will work with you to resolve and replace the items as soon as we possibly can, but please note this may take up to 30 days. It is not always possible to collect damaged goods, especially if the item may now be hazardous to handle. 

We require the customer to provide photographic evidence of any damage or fault in a timely manner. The photographs must clearly demonstrate the condition of the item on arrival. Any failure to do so may invalidate your claim.

In the unlikely event an incorrect item has been delivered the terms above still apply, but Really Well Made will pay for the item to be collected from your home or premises. Please re-wrap and seal the item carefully in the outer packing we provided. If you have discarded the outer packaging you will need to source a replacement at your own cost.

* Fair/comparable consumer market value for shipping services not exceeding pricing through Really Well Made's DPD return service.

 

Assembly & White Glove service

The vast majority of our furniture is delivered in a flat-packed form for safety during transit. The customer is required to assemble any items upon their receipt and ensure that there are no manufacturing faults, any faults must be reported to Really Well Made within 3 days of receipt of the item. For help in assembling items we offer a ‘white glove service’ where your furniture will be carried into your room (or garden) of choice, assembled and the packaging is removed for recycling.

Our white glove service usually costs £59.00 for London addresses within the M25 or £100.00 outside if you have good access. For difficult to access properties, or remote locations, please contact us for a bespoke quote. White glove standard fees provide assistance for up to an hour, time required beyond this is charged in addition at an hourly rate.

The customer is responsible for ensuring their purchased items can be safely brought into their property. If you have a potential access issue you must inform us in advance and, failure to do so may result in a failed delivery. Subsequent deliveries will be charged to the customer at the cost price to Really Well Made. If it is not possible for an item to fit into a customer's property our couriers will inform you at the time and the goods will be taken back to a storage depot, the customer is liable to pay the additional handling and storage fees which will arise. Our couriers carry insurance for any accidents which may occur inside your property, however Really Well Made does not accept liability for damage caused by poor access issues.

 

Long-term storage fee

When your goods/furniture arrives at our Battersea warehouse, or with our courier partners warehouse, you should be ready to receive the items. If you cannot take delivery for whatever reason we will hold your goods free of charge for up to 14 days. Items held for longer than this will be subject to a long-term storage fee. The fee is calculated on the amount of space (volumetric weight) which your order takes up in our warehouses. Large furniture items cannot be held at our Battersea site for more than 14 days, these items will be passed to our couriers who are based outside of London, which may lengthen the eventual delivery time further. If your order arrives to us at different times we will do our best to consolidate it for one delivery, however at times this will not be possible and we will need to dispatch your order in parts.