Customer service

Goods supplied from the Website are supplies by Chelsea Textiles, a company registered in the UK whose registered address is 13 Walton Street, London SW3 2HX. Company Reg. No. 2144799

By placing an order with us you are accepting these Terms and Conditions. Where you do not accept these Terms and Conditions in full, you do not have permission to access the contents of this website and should cease using it immediately.

Every care has been taken by us in the preparation of the content of our website, in particular to ensure that prices quoted are accurate at the time of posting the product on the website and that all products are fairly described. However, your order may not be accepted if there are material errors in the description of the goods you have ordered or their prices. All prices and offers are subject to change.

We have aimed to ensure that the colours of our products appearing on our website are as near as possible to the colour of the product. However, the actual colours you see will depend on your computer equipment, and accordingly, we are unable to guarantee the precise colour of the product on delivery. As most items are hand-made from natural materials there will be slight variations from item to item. Measurements given are approximate.

All products are subject to availability. We will inform you as soon as reasonably possible in the event that the goods you have ordered are unavailable. In the event that the goods that you have ordered are unavailable a full refund will be offered.

All prices are displayed on the website are in UK Sterling. Unless otherwise indicated these are inclusive of VAT. Payments can be made in UK sterling via a debit or credit card.

TRACKING YOUR ORDER

When we receive your order, you will receive an automated e-mail reply acknowledging receipt. No contract shall come into existence until we have accepted your order. Your order will be accepted by us by way of a confirmatory e-mail (‘Confirmation of Order’) which will confirm that we are able to send you the goods you have ordered, the price and the estimated delivery date.
This Confirmation of Order shall contain all of the information regarding the goods you have ordered. You must immediately check the details contained in the Confirmation of Order and we advise you to print and keep a copy of it. We reserve the right in our absolute discretion to accept or reject any offer. You are able to correct errors in your order up to the point at which you click (“submit”) on your order.

RETURNS & REFUNDS

If you are returning an item because it is unsuitable, we shall only refund the cost of the returned item, and you will be fully liable for the postage paid when returning the item to us and when purchasing the item. You must notify us within 7 days and return it to us within 28 days unused and in perfect condition.

SALE ITEMS CANNOT BE RETURNED OR EXCHANGED.
Customers must measure all relevant doors and windows needed for access for delivery before buying any items, as Sale Furniture cannot be returned in any circumstances.

Your invoice/dispatch note will come with a form to fill out should you wish to refund or exchange your purchase. Please ensure that this form is enclosed with your return, and that you have stated the reason why the product(s) are being returned. (NB. please note that refunds will only be given provided we receive a completed returns form.) This does not affect your statutory rights.

All items being returned in accordance with this clause must be safely and securely packaged to avoid damage in transit. We shall not accept an item for refund if it has been damaged in transit or otherwise. We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them.

A discretionary 25% restocking fee may be charged on certain furniture and fabrics made to order; usually applied to items returned on buyer's remorse, not exchanged due to damage or defects.


RETURNS OF DEFECTIVE PRODUCTS

We take great care to check your order to make sure it’s up to our standards before we package and dispatch it to you. We boast very low damage complaints; however, damage may exceptionally occur. We recommend to carefully inspect your product upon delivery, as we ask you to sign a document confirming that it appeared in good condition when you received it.

Should you not be satisfied with the state of the goods when you inspect them at delivery, please let our delivery partner know, note this on the form and contact us immediately.

For minor defects it may happen that you only realise after the delivery that you are unhappy with the quality, or that we have sent you the wrong item. In this case just contact us as soon as possible, sending us some photos of the damage or other issues you have with the product. We will then assess your complaint and, assuming your complaints are valid, let you know how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement. In this case the costs and risks of returning the product will be our responsibility.

SHIPPING

We do ship worldwide. Shipping costs are calculated automatically and can be seen at the checkout after the delivery address has been entered. Delivery costs are calculated by total order weight, and are inclusive of handling, packaging, courier charges and VAT at the standard UK rate.

All our products are usually shipped within 5 working days in the UK and within 10 working days internationally. Longer delivery times may occur; we will endeavour to inform you whenever possible to avoid any disappointment.

Door to door Pallet Delivery for all furniture outside London (M25).

Free shipping within UK and EU for orders over £2,000*

Free Click & Collect

If you have opted for the Click & Collect option, you will receive an email to confirm the order has been placed. Once the order is ready for collection from our London warehouse, you will be sent a second email to confirm this. Click & Collect orders must be collected from our warehouse within 5 days of purchase.

White Glove Delivery on furniture

If you opt for this option, your furniture will be delivered, unpacked and installed** at the destination address, on the floor and in the room of your choice. Our delivery service team will remove all packaging material at your request and take it away for recycling.

If no lift is available, our delivery partner will only guarantee delivery up to the 3rd floor and only for items under 75 kg. Please remember that it’s your responsibility to check that the items will fit through doors and staircases in their packaging before you place your order. All the relevant information (floor, accessibility, need for an elevator, specifics, …) should be provided in order to ensure a smooth delivery.

Should we ascertain at the moment of delivery that a white glove delivery is not possible because of accessibility issues or if the client failed to provide all the relevant and/or correct information when ordering the product(s), we will deliver the goods according the front door delivery model and this without any refund or compensation. If in this situation a front door delivery is not possible, we will either:

1) Agree with the client for a second front door delivery. In this case we will charge extra for the return and second delivery.

2) Cancel the order and return the product to our warehouse. In this case we will refund the order amount, minus the delivery and return fee.

Our delivery service team will get in touch with you to agree on a set date and time slot for delivery. Should you not be present at the delivery address within your allocated time slot, we will contact you to arrange another time slot. However, the cost of a second delivery attempt will be charged if no timely upfront change to the time slot was given.


* free shipping over £2,000 is based on non-sale items values only.

** installation excludes any handling that involves other items than the product itself (e.g. fixing to walls (e.g. headboards), drilling, etc. - these are the responsibility of the client.

INTELLECTUAL PROPERTY RIGHT AND RIGHT TO USE

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors. You acknowledge and agree that the material and content contained within the Site is made available for your personal non-commercial use only and that you may download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

LIABILITY

We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control.