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Covid-19 Statement

UPDATED 18/05/2021

Following the easing of some Government restrictions on 17th May, we are delighted to confirm that our full delivery services have now been restored, with room-of-choice and White Glove delivery upgrades available again.

Many customers have been waiting for this moment and plenty have joined a large waiting list over the course of the past few months, awaiting the return of room-of-choice and White Glove services. We will now begin to work through those deliveries as quickly as we can. If you are on this waiting list, you can expect some correspondence from us shortly. These deliveries will run concurrently alongside deliveries of new orders, so we don’t expect an extension of overall lead times.

Our next day doorstep delivery services have continued unaffected throughout the course of the pandemic, and this will continue as normal.

We will continue to take steps to ensure the safety of our own staff and customers long-term, not just while some restrictions still exist. Our business, and I’m sure many others, will make permanent changes.

We’d like to take this opportunity to thank our lovely customers for their continued support and understanding over the course of the past 18 months or so. It has been an incredibly challenging period but one which we’ve met head on, and we couldn’t have done it without you.

Our Delivery Policy (& Delivery Terms & Conditions)

Here at Chiltern Oak there is always a FREE delivery option. There are no hidden extras and no hidden charges. It doesn't matter what you order, how much you order, how much it costs or what corner of mainland UK you come from.

We’re committed to ensuring that our delivery options and upgrades are as clear and easy to understand as possible. There’s nothing worse than having to dedicate half an hour to reading an elongated delivery policy, and still being left confused at the end of it.

You can discover which delivery service your item/s are eligible for, by looking at the bullet points (main features) on each individual product page. Each delivery method, including available upgrades, is detailed below.

Free Next Day Delivery

Items eligible for Next Day Delivery include (but are not limited to) Bedside Tables, Telephone Tables, Nest of Tables, generally smaller items that weigh under 30kg. These deliveries are always FREE, with no hidden extras.

If your order is eligible for next day delivery and you order before 1PM, we'll endeavour to send the order out the same day with the intention of it being delivered the following working day. For the avoidance of doubt, items ordered after 1PM on a Friday will be collected on Monday and delivered on Tuesday, unless a specific delivery date is manually selected at checkout. You will have the option to select a weekday delivery date of your choosing during the checkout process.

In most instances we use DPD to deliver our next day eligible items. 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. DPD will endeavour to deliver any order within the timescale stated, however sometimes due to circumstances beyond our (and their) control, delays do sometimes occur (extreme weather, security checks, etc). In the unlikely event that this occurs the courier will deliver your item/s as quickly as possible.

If you order multiple items eligible for next day delivery the entire order may transfer to our 2-Man service at our discretion. DPD are a courier and not a delivery company, hence they are only insured to deliver to the front door of your property and not to the room of your choice.

Please note that if you request to leave an item in a 'safe place', neither DPD nor Chiltern Oak Furniture can take responsibility for loss or damage occurred once an item has been delivered to said 'safe place'. This request is made at the customer's own risk.

Free 2-Man Delivery

If the items on your order are considered bulky and require a 2 person lift, your order will be delivered by our expert delivery team, who are experienced in dealing with heavy/bulky items. As standard, they will deliver to the hallway / main entrance of your property free of charge.

Within a couple of days of the order being placed, you will receive an email from us which includes some estimated delivery information and details of what to expect during the delivery. You will subsequently be contacted by our delivery team directly at least 48 hours before delivery, usually via text message, advising the exact date and a 3-hour time slot. We may be referred to as ‘Online Furniture’ or ‘Online Furniture UK Ltd’ within these text messages.

You will need to engage with this text message and follow the prompts to either accept or reject the delivery. Upon acceptance you will receive a text message response to confirm the booking. In the event that the date is rejected, the delivery will automatically be rescheduled for the week after the date initially proposed.

The lead time for our 2-Man Service for the majority of the UK is 5-10 working days, which may extend to 12 days during busy periods, or for hard-to-reach locations.

Please note that it is the customer's responsibility to ensure that carpets are covered and any obstructions are removed prior to entry by our delivery men and women. Whilst the delivery crew will aim to be as careful as possible, we will not be held liable for any damage caused as a result of inappropriate or inadequate coverage of floors or removal of existing furniture / ornaments etc.

Room of Choice Delivery Upgrade - £12.99 (available on 2-Man orders only)

For a very small fee of £12.99, we will deliver every item on your order to the room of your choosing, regardless of whether this is 1 item or 100. This is particularly useful for heavy items, or if items are required to go up a flight of stairs. This is an optional extra that can be added to your order during the checkout process. Please note, items will not be unboxed by the delivery crew, they will be placed in the room of your choosing, to be unboxed at your leisure.

Please note that it is the customer's responsibility to ensure that carpets are covered and any obstructions are removed prior to entry by our delivery men and women. Whilst the delivery crew will aim to be as careful as possible, we will not be held liable for any damage caused as a result of inappropriate or inadequate coverage of floors or removal of existing furniture / ornaments etc.

White Glove Delivery Upgrade - £50 (available on 2-Man orders only)

Take the stress away entirely by upgrading your order to a White Glove delivery. For a very reasonable fee of £50, we will deliver every item on your order to the room of your choosing, unbox it, assemble it (if applicable), and place it into position for you.

If you are entirely happy with the items you have received, we will also remove the packaging and dispose of it for you, leaving your home clean and tidy and your furniture ready to enjoy. As packaging is required for a return of undamaged items, you may wish to keep the packaging just in case.

The White Glove Delivery Service is an optional extra that can be added to your order during the checkout process. Perfect if DIY isn’t your forte, you don’t have the time, or just simply for the convenience of not having to worry about a thing.

If you are interested in making use of this service, it is really important that adequate space is provided on White Glove deliveries for the delivery crew to be able to safely assemble items.

Please note that it is the customer's responsibility to ensure that carpets are covered and any obstructions are removed prior to entry by our delivery men and women. Whilst the delivery crew will aim to be as careful as possible, we will not be held liable for any damage caused as a result of inappropriate or inadequate coverage of floors or removal of existing furniture / ornaments etc.

Exclusions / Overseas Deliveries

As a rule we don't deliver to locations that require use of a boat or plane to reach them and we reserve the right to cancel any orders of this nature. However, we regularly have customers that use forwarding companies in order to transport furniture to their location, as we are happy to deliver to any mainland UK location such as a shipping port or forwarding hub. It would be your responsibility to source, co-ordinate and pay for safe onward shipping from the mainland UK destination, and you should also consider the possibility that an item may need to be returned for some reason and, the costs that might be incurred as a result of this, given we could only collect from a mainland UK destination.

If you are exploring this as an option and want to go ahead with the order, please provide as much detail as possible in the notes section of the checkout, to ensure that the item/s arrive with the forwarder safely.

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