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About Us - The Conran Shop

UK Delivery FAQs

Delivery Information

Let us do the heavy lifting. With tracked delivery from just £5.95, two-person furniture delivery from £89.50, and international delivery to over 70 countries from £11.95, what more could you wish for?

Parcel Delivery

From £5.95

Signed, sealed and delivered, your order will be delivered to your chosen address within five working days, if all your items are in stock. This is a tracked service, and please be aware that some orders could possibly take longer.

  • How much does it cost?

    The price of the delivery depends on the size of the parcel.

    Standard parcel – from £5.95

    Large parcel – from £14.95

    Extra-large parcel – from £34.95

  • How long will my delivery take?

    Our standard service currently aims for delivery within five working days for in-stock items. Items that carry a lead time will be delivered within five working days from arrival into our warehouse.

    Deliveries are usually made between 07.30 and 19.30, Monday to Saturday and require a signature on delivery. We regret that it is not possible to offer a dedicated date or time slot for delivery.

  • What else should I know?

    Some orders may be delayed if awaiting item availability. To alleviate further delay, your order may arrive in separate deliveries. Any missing items will be delivered as soon as they are available from our suppliers.

    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. The driver will attempt to deliver the parcel three times before returning it to us.

Click & Collect

Currently Unavailable

For those who live or work in the vicinity of our Chelsea or Marylebone stores or will be popping by in the coming days, The Conran Shop offers a complimentary Click & Collect service. Perfect for when time is on your side.

  • How does it work?

    Simply 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.

    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.

  • How long will my delivery take?

    For in-stock items, delivery is normally within seven working days from the order date. For items not held in stock, this is subject to the item's arrival at our warehouse (please see the specific product page for indicative estimated dispatch times).

  • When I am able to collect my order?

    After being notified that your order is ready to collect, please bring with you your order number and a form of identification, and respect our social-distancing guidelines.

  • What else should I know?

    Paying with Klarna is not currently available for Click & Collect orders.

    Furniture and large lighting orders will be held at the Store 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 email us at customerservices@theconranshop.com.

Two-Person Furniture Delivery

From £89.50

Most furniture and large items are delivered by our bespoke two-person furniture delivery service direct to the room of your choice. To ensure your order is delivered in perfect condition, please take note of the below information.

  • How much does it cost?

    The price of the delivery depends on the size of the parcel, and this service starts at £89.50. You will learn your exact price during checkout, but please note that extra charges may apply.

  • How long will my delivery take?

    Furniture and other large items held in stock are currently delivered within five working days if the delivery address is within the M25. Outside the M25, the delivery may take up to 14 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. Items that carry a lead time will be delivered within five working days from arrival into our warehouse.

    We deliver Monday to Saturday. We will advise you whether to expect delivery in the morning (07.00 - 12.00) or afternoon (12.00 - 15.00) and the delivery driver will contact you on the day of delivery, approximately two 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.

    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.

  • Will your team assemble my furniture?

    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 it. 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.

    The Conran Shop are also able to arrange the removal of existing furniture prior to your delivery. We have partnered with the British Heart Foundation to offer a charitable, sustainable and hassle-free complimentary collection service. Learn more about it here.

  • What happens if there is a delay to my delivery?

    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.

    To alleviate further delay, your order may arrive in separate deliveries. Any missing items will be delivered as soon as they are available from our suppliers.

Frequently Asked Delivery Questions

If you have any questions or concerns related to your order, we kindly ask that you review the frequently asked questions below before contacting our Customer Service team.

  • Where is my order?

    Unfortunately, some customers are experiencing delays due to an exceptionally high volume of orders.

    Please rest assured that we are doing absolutely everything we can to get your order to you as soon as possible.

    We are so sorry if you have experienced a delay to the original delivery timeframe for your order, and we thank you for your patience and understanding. We hope to resume normal levels of service as soon as possible.

  • Why is it so difficult to contact your Customer Service team?

    We regret that we have been inundated with enquiries and have placed our resources in other communication channels to ensure a smoother customer experience.

    If you have not done so already, please email us at customerservices@theconranshop.com and then kindly allow us to return to you as soon as possible.

    If you are calling to follow up an outstanding email, please rest assured that we are working tirelessly to reach out to every one of our customers.

  • Why have I been given a refund?

    Unfortunately, if all or part of your order is out of stock, we have had no other choice than to refund you. If your order has been cancelled, you will receive a separate email from our Customer Service team with further information.

    Please rest assured that your refund will be processed shortly and will take up to five working days to clear. You will receive a confirmation once this has been actioned.

    We are deeply sorry for any inconvenience this may have caused, and we would like you to know that this is not a reflection of the usual Conran Shop experience.

  • I don't want a refund; can I still have my items?

    Unfortunately, if all or part of your order is out of stock, we have had no other choice than to refund you.

    Our stock inventory is fluid, and items frequently change availability. If you see an item flagged as 'out of stock' on our Website, you may request 'Email me when back in stock' to receive a priority notification.

  • What does it mean if my item has a lead time?

    This means your order is not in stock or contains a made-to-order/bespoke item. Therefore, the lead time indicates the duration it would take to produce the item for you. After that, the items will be delivered within five working days from arrival into our warehouse. We will, of course, keep you updated throughout this time. 

  • I have not received my full order; what should I do?

    If your online order is not as expected, please Live Chat with our Customer Service team, and include your order number throughout all enquiries.

  • I received the wrong item; what should I do?

    If your online order is not as expected, please Live Chat with our Customer Service team, and include your order number throughout all enquiries.

  • I can't place my order online; can I do it over the phone?

    Please send us an email to customerservices@theconranshop.com, and someone from our Customer Service team will contact you.

  • What do I do with my existing furniture prior to delivery?

    If you have furniture that needs removing prior to your new delivery, we are pleased to offer a free furniture collection service in partnership with the British Heart Foundation; find out more here.

  • How can I exchange an item?

    Please send us an email to customerservices@theconranshop.com, and someone from our Customer Service team will contact you.

Delivery Access

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 Check before purchase.

  • Why do I need an Access Check?

    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.

  • How much does an Access Check cost?

    At a cost of £50, our delivery staff will inspect the delivery address to confirm whether delivery will be possible. Find out more information about The Conran Shop’s specialised Access Check here.

  • What happens if I do not opt for an Access Check?

    If our delivery staff considers access unsafe, we will be unable to deliver your goods until safe access is provided.

    If your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge.

Returns Policy

If you are not completely satisfied with any items purchased, you can return them to us within 28 working days of delivery for a full refund or exchange. This does not affect cancellations or your statutory rights.

  • How do I make a return?

    To return any items, please complete a Returns & Exchanges Form (on the reverse of your delivery note), package your items carefully, attach the pre-paid label and send them to us at the following address:

    The Conran Shop, Ecommerce Returns, Unit 3 Flatten Way, Syston, LE7 1GU

    If you wish to return any items, we must receive them unused and in the original packaging within 28 working days of delivery, along with the returns paperwork provided. If your return does not include the required paperwork, we will not be able to track and process it.

    We recommend that you obtain proof of posting for your records, and if the goods are of high value, you may wish to consider taking out insurance as the goods are your responsibility until we receive them.

    Once received, we will process your refund or exchange within seven working days.

    Please note that items ordered online cannot be returned to one of our Stores.

    For more information, please refer to our Terms & Conditions.

  • Are there any items that cannot be returned?

    Unfortunately, bespoke furniture or lighting, flat-packed items that have been assembled, items that are made to order or personalised, Gift Cards, media items where the seal has been broken, toiletries that have been opened, perishable items, and personal items such as earrings, underwear and swimwear can only be returned if they are damaged or faulty.

International Delivery

The Conran Shop offers delivery to over 70 countries worldwide. This means you can style your home the Conran Shop way even if you live on the other side of the globe. Find out more information about our international delivery charges and additional information below.

  • How much does it cost?

    As we have an extensive 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 delivery options that may be available.

    Standard parcels start from £11.95, large from £19.95 and extra-large from £34.95. Please use our helpful estimation tool on our product pages to consider how much your delivery might cost, but please note, these estimates are subject to change, and additional charges may apply.

    For more information, please contact our Customer Service team by emailing customerservices@theconranshop.com.

  • Where will you deliver to?

    We deliver to the following countries:

    Europe

    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, 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.

  • Are import taxes included?

    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 we cannot control or advise on these and suggest you contact your local customs office for further clarity. Please note that our prices include UK tax (VAT) which will be deducted at the checkout.

  • What else do I need to know?

    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 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.

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 their purchase. We regret that, in cases of returns, import duties are non-refundable.

  • How do I cancel my order?

    Order cancellations must be made in writing to Customer Services at customerservices@theconranshop.com 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.

Delivery Lead Times

Many of our items are in stock at our warehouse and available for delivery within five working days from ordering. However, items that require separate delivery from our suppliers, be they bespoke or simply not held at our warehouse, will be ordered around a lead time. Therefore, please find an estimated lead time on each product page to avoid disappointment.

Our estimated lead times consider external supplier delivery, administration and construction times as well as delivery to our warehouse and quality checks. Additionally, the size of items and delivery locations may increase the original lead time quoted. Once your order is ready for its final delivery, we will coordinate with you to find the perfect delivery time. Items that carry a lead time will be delivered within five working days from arrival into our warehouse.

We make every effort to ensure lead times are as accurate as possible. However, it's important to note that lead times are based on an estimate from the supplier and can fluctuate. This is particularly common in the summer months when lead times are often longer due to factory closures.

Whilst a long lead time can sound daunting, rest assured we will keep you up to date throughout the process. Halfway through the lead time we will send you an email to check-in and update you on its progress. If you are after a more detailed update, please get in touch with our Customer Service team who is here to help.

Further Information

The Conran Shop's 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 10535110.

  • Registered office address

    The registered office is 120-122 Webber Street, London, SE1 0QL. Please do not send returns to this address.

  • Returns address

    Our returns address is: Online Returns, The Conran Shop, 3 Flatten Way, High Street, Syston, Leicestershire, LE7 1GU.

Need a Hand?

If you have any further questions about Delivery & Returns, please contact us by emailing customerservices@theconranshop.com or by using Live Chat. For in-store services, please use our HERO functionality.

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