Our Delivery Policy
OK so here’s the deal. It doesn’t matter what you order, how much you order, how much it costs or what corner of Mainland U.K you come from. At Chiltern Oak delivery is absolutely FREE. There are no hidden extras and no hidden charges. What’s the catch I hear you ask? Well, there isn’t one. We know we’re not the only company to offer free delivery – others tend to inflate their prices to account for a delivery charge – but we’re probably the only company in the U.K selling this oak furniture at these ludicrously low prices whilst still keeping delivery free of charge. How do we do it? We run a streamlined operation, control our own delivery fleet, and we’re awesome!
There are three levels of delivery and it’s fairly straightforward, you can see these below.
As a rule we don’t deliver to locations that require use of a boat to reach them (Northern Ireland, Isle of Wight, Isle of Man, Orkney Islands etc). However, we are able to facilitate some deliveries to outlying UK islands if the items being ordered are small. It’s best to call us before placing the order to discuss this with us. Regarding larger items, we are happy to deliver to the most convenient mainland shipping port however it is then your responsibility to ensure they arrive safely at your location.
Small Next Day Delivery Items
If you order a single item and it’s relatively small such as a Bedside Table or Telephone Table, if you order before midday we’ll endeavour to send these out same day with the intention of it being delivered the following day. If the order is placed after midday it may have to wait until the following day as we let our employees go home sometimes. These will be delivered by either Interlink or Parcelforce. On the morning of delivery you will receive an email and text message from the delivery company advising a one-hour time slot for the delivery.
Standard 2 Man Delivery
If you order multiple items and the value is less than £1,000 you’ll receive our Standard 2 Man Delivery. Don’t worry, we don’t just put the item on your doorstep and walk off, we will take the item to the room of your choice to save you the hassle. Should you require the furniture to be unpacked or assembled (where applicable) please select the optional white glove upgrade at checkout. This costs £30 but is well worth it, particularly if D.I.Y isn’t your forte. Personally I’m OK putting a Dining Table or Console Table together, but give me a Wardrobe and I’ll be curled up in a ball in the corner of the room after 30 minutes begging the Mrs to come and help me! Did I really just say that? The lead time for our 2 Man Service for the majority of the UK is 5-10 working days with 95% of our deliveries being completed in less than 1 week. Once receiving your order we will be in touch within 48 hours to provide an approximate delivery date, how’s that for service?
White Glove Delivery
This has always been an optional extra, but as a thank you for customers that spend over £1,000 on a single order we’ll automatically upgrade you. This one’s on us! So how is White Glove Delivery different? Well basically a Mime Artist turns up and carries your…. oh no I don’t think that’s right. White Glove Delivery includes taking the items to the room of your choice, unpacking them and assembling them if required so you’re all set to enjoy your new furniture straight away. Please be aware that we only accept returns if the original packaging is retained. As a result, you can either opt to keep the boxes that the furniture is delivered in incase you wish to return it within 14 days, or alternatively we can take away the packaging on the understanding that you are happy with the furniture you've received and don't wish to return it.
Our Returns Policy
Our order defect rate is extremely low as we quality check before items are dispatched, but in the event that the worst happens please don’t panic, we’ll sort it. Our returns policy is broken down into two sections which you can see below.
What happens if my item is damaged?
So you’ve waited patiently for a few days, stayed in for a couple of hours, finally get your hands on your furniture and…. Oh no! This is extremely rare, but we appreciate how frustrating it is when it happens. Because of this we will collect the item for FREE and endeavour to supply you with a product you’re entirely happy with as quickly as humanly possible. Just give us a call within 14 days of delivery, send us a picture, explain the situation and we’ll advise when you’re likely to receive a new piece. Easy as that.
What happens if I change my mind and want to return my item?
Should you decide you don’t really like the item after all, don’t need it anymore, wish you’d never ordered it, or just simply measured up wrong, that’s absolutely fine. We will give you your money back if you let us know within 14 days of delivery. You must return the item to us in the condition you received it and in its original packaging. You can either arrange this yourself or we will collect it for you free of charge. Once we receive the item you will be refunded within 5 working days.