Delivery & Returns
Wednesday 28th February 2018 Update:
Please note: Heavy snow and adverse weather conditions in parts of the United Kingdom may cause delays to our standard delivery times.
- UK Delivery
1a) Free Click & Collect
1b) Parcels Delivery from £5.95
1c) Furniture Delivery from £60
1d) Delivery Access
2. International Delivery
3. UK Returns
4. International Returns
5. Legal Identity
1. UK Delivery
a) Free Click & Collect
How it works
1. Select Click & Collect when you check out, then choose our Chelsea or Marylebone store. We’ll contact you as soon as your order is available at the store:
a) In-stock items: normally within two days of order date
b) Items not held in stock: normally within five days of arrival at our warehouse (see product page for indicative lead times)
2. When you are ready to collect it, bring your confirmation email to the store as proof of purchase. We’ll bring your order to the checkout or our loading bay for you to take away.
Please note: Furniture and large lighting orders will be held in stores for seven days following a date agreed via phone call or email, while accessory items will be kept for 14 days from notifying you that the order is ready to collect. If items are not collected, your order will be returned and cancelled. We are happy to accommodate customers who have exceptional needs for this, so please let our Customer Service team know when we call you and we’ll be happy to help in any way we can. Some large items, such as sofas and large tables, are excluded from our Click & Collect service. If you have any questions regarding this service, please call our Customer Service team on 0344 848 4000 (Non UK: +44 116 269 1083) or e-mail us: email@example.com.
b) Parcel Delivery from £5.95
Our Parcel Delivery option is available for most of our home accessories, gifts, lighting and even some smaller items of furniture. To provide a high quality service for our customers, we use DPD for the majority of our parcel deliveries.
Standard Service (typically 5-7 working days)
- Small parcel - £5.95
- Medium parcel - £19.99
- Large parcel - £34.95
Next Day Service – order by 3pm, Monday - Thursday
- Small parcel - £19.95
- Medium parcel - £32.99
- Large parcel - £44.90
Deliveries are made between 8am and 6pm, Monday to Friday and require a signature on delivery. We regret that it is not possible to offer a dedicated date or time slot for delivery.
If no one is available to accept the delivery at the delivery address, the driver should leave a card with information on arranging re-delivery or collection, but will attempt to deliver three times before returning the parcel to us.
The timescales quoted above are typical for our parcel service and based working days for in stock items for delivery within mainland UK. Some orders may take longer and we will advise you if this is case.
c) Furniture Delivery from £60
Most furniture and large items are delivered by our two-man Furniture Delivery service.
Orders up to £1500
- UK Home Delivery service, within M25- £80
- UK Home Delivery service, outside M25 - £100
- NI, Isle of Man, Highlands & Islands – from £100
Orders over £1500
- UK Home Delivery service, within M25- £60
- UK Home Delivery service, outside M25 - £80
- NI, Isle of Man, Highlands & Islands – from £100
Furniture and other large items held in stock are typically delivered in 8-10 working days, if the delivery address is within the M25. Outside the M25, delivery may take 14-21 working days.
If your ordered item is not held in stock, typical delivery timescales are indicated on the relevant product page and we will advise you of the expected delivery date by telephone and/or email.
We deliver Monday to Saturday. We will advise you whether to expect delivery in the morning (7am-12noon) or afternoon (12noon-3pm) and the delivery driver will contact you on the day of delivery, approximately 2 hours before they expect to arrive.
If you have agreed a particular delivery time, but are then out when our driver(s) arrive, we can rearrange delivery, but an additional delivery charge will apply, even if the original delivery was free of charge.
Our UK Home Delivery team will deliver to the room of your choice, subject to accessibility (see our access requirements for more information), moving any existing furniture, remove all packaging - unless instructed otherwise - and, if necessary, assemble the item to allow you to inspect the item.
If you are satisfied, you will be asked to sign our Proof of Delivery note, to accept the goods. If someone else is accepting delivery on your behalf, please ensure they are aware of the product details and your criteria for acceptance.
On rare occasions, circumstances beyond our control can delay delivery. If this happens, we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay. If the delivery address is changed after the order is placed, we will recalculate the delivery charge and either charge or refund you the difference.
Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge. We offer a full access check for £50
d) Delivery Access
Please note, you are responsible for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery. You are also obliged to provide any required parking permits in advance of delivery. The delivery charge does not include any costs resulting from the removal of fixtures, including windows and doorways, or specialist lifting equipment.
If our delivery staff considers access unsafe, we will be unable to deliver your goods until safe access is provided.
Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge.
If you have any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise you to request an Access Inspection prior to purchase.
At a cost of £50, our delivery staff will inspect the delivery address to confirm whether delivery will be possible.
To request an Access Inspection, please call 0344 848 4000, between 9am and 5.30pm, Monday to Friday. When requesting the appointment, you must inform us of any parking restrictions or vehicle access problems.
2. International Delivery Information
International delivery charges are provided as estimates, we will contact you with a confirmed delivery charge. For more information, please contact our Customer Service team on +44 116 269 1083 or e-mail us on firstname.lastname@example.org.
As we have a very large range of products which are different shapes, sizes and weights our delivery charges for International addresses are estimates and we will contact you with a confirmed delivery charge, delivery time and to discuss alternate shipping options that may be available.
Delivery charges on your order and in your confirmation are estimates. We reserve the right to amend the delivery charges and will advise you of any changes once we have received your order. Lead times for delivery may vary, depending on the delivery location. For some territories, such as the Asia, South America and Australasia, delivery charges may be based on delivery to port and you will need to arrange collection and customs clearance. We will advise you of this once we have reviewed your order.
We deliver to the following countries:
Andorra, Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey.
Rest of the World
United States of America, Antigua & Barbuda, Australia, Bahamas, Bahrain, Barbados, Brunei, Canada, Grenada, Hong Kong, India, Israel, Jamaica, Japan, Malaysia, New Zealand, Oman, Qatar, Russia, Saudi Arabia, Singapore, South Africa, St. Kitts & Nevis, St. Lucia, St. Vincent & The Grenadines, Taiwan, Trinidad & Tobago and the United Arab Emirates.
Please note, international delivery charges are estimated and are based on a kerbside delivery only with Duty Unpaid. Therefore, you are liable for any import duties and or local taxes that may be incurred. We regret that The Conran Shop is unable to offer guidance on such duties or taxes and recommend that you contact your local import office.
3. UK Returns
If you are not completely satisfied with any items purchased, you can return them to us within 28 days for a full refund or exchange.
Please return unwanted or incorrect items in perfect, resalable condition, including the original packaging for a full refund or exchange. You will be liable for the cost of returning the item.
Please note that bespoke or personalised items, assembled flat-pack items, gift vouchers, perishable goods and beauty items, such as toiletries and cosmetics, can only be returned if they are damaged or faulty.
To return items, please complete a Exchange & Refund Form (on the reverse of your dispatch note), package your items carefully and send them to us at the following address:
The Conran Shop Online Returns, 3 Flatten Way, High Street, Syston, Leicestershire, LE7 1GU.
There is no need to contact us before returning items, but we recommend you obtain a Proof of Postage Certificate from the Post Office or courier. Please note that items ordered online cannot be returned at one of our stores.
If your items are too large to return by post, please contact us on +44 116 269 1083 or e-mail us: email@example.com to arrange collection by a courier. You will be liable for the cost of collection.
This does not affect cancellations or your statutory rights.
4. International Returns
We regret that we cannot accept international returns unless items are damaged or faulty.
In addition to our returns policy, under the Distance Selling Regulations, EU customers have seven working days (beginning the day after receipt) to cancel your purchase.
Order cancellations must be made in writing to Customer Services at firstname.lastname@example.org quoting your order number. In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
5. Legal identity
The Conran Shop is the trading name of The Conran Shop Ltd. The site is owned and operated by The Conran Shop Ltd. Registered in England and Wales, company number 1217186.
The registered office is 22 Shad Thames, London, SE1 2YU, please do not send returns to this address.
Our returns address is: Online Returns, The Conran Shop, 3 Flatten Way, High Street, Syston, Leicestershire, LE7 1GU.
VAT registration number: GB 497603508