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Delivery Help – Frequently Asked Questions

Is delivery always free?

Yes delivery is always free for our standard 2 person delivery or next day parcel delivery service. For a small fee you can upgrade your delivery to our unbox and recycling service with complimentary assembly (if required) and this is available for you to select at checkout. We also offer a Pallet delivery service for £50 per order which gives you the flexibility to select a delivery date for a weekday of your choice. This is only available for items of furniture that will fit on a pallet.

Can I provide more detailed delivery instructions?

Yes when placing your order you are given the option to provide us with more information about how to find your address or if we need to carry out specific instruction on your delivery (i.e. deliver to a neighbour). The more information you can provide us with the better.

How much does your delivery cost?

Delivery is always free for our standard 2 person delivery or next day parcel delivery service. For a small fee you can upgrade your delivery to our unbox and recycling service with complimentary assembly (if required) and this is available for you to select at checkout. We also offer a Pallet delivery service for £50 per order which gives you the flexibility to select a delivery date for a weekday of your choice. This is only available for items of furniture that will fit on a pallet.

How do I book a delivery date?

If your order is in stock then you will be asked to book a delivery date at checkout. If you are ordering an item which is out of stock then you won't be able to select a delivery date until we have received full stock of your order. Once we have received stock of your order then our customer service team will contact you to book in your delivery date. If part of your order is out of stock then we will always wait to receive stock of your full order before booking delivery. If you would like delivery of your in stock items first then please contact us so we can split your order and book in delivery of your in stock items.

Can I choose my own delivery time?

We plan our delivery routes in geo-graphical order so they are as fuel efficient as possible ensuring we are keeping our environmental impact to a minimum. Therefore we are unable to take delivery time requests. However you will be issued a 3 hour delivery time slot three days before your planned delivery date and on the delivery day our delivery team will call you approximately 30 minutes prior to their arrival. If you would like our drivers to carry out any special instructions then please advise us of these when placing your order or by calling our customer service team on 01829759259.

How long will delivery take?

If your order is in stock then you will be asked to book a delivery date at checkout. If you are ordering an item which is out of stock then you won't be able to select a delivery date until we have received full stock of your order. Once we have received stock of your order then our customer service team will contact you to book in your delivery date. If part of your order is out of stock then we will always wait to receive stock of your full order before booking delivery. If you would like delivery of your in stock items first then please contact us so we can split your order and book in delivery of your in stock items.

Will my items be delivered at the same time?

Yes all items which are in stock and that are ordered together should be delivered at the same time.

Will all my items be delivered by the same courier?

The vast majority of orders are delivered via our 2 person delivery team or via DPD our parcel carrier. Please note our 2 person delivery team is not outsourced and the drivers are all employed by The Furniture Market. If you have selected delivery via pallet carrier then this will be delivered via Palletforce to the 'Curbside' of your property.

What should I do if my order hasn't arrived?

If your order hasn't arrived within the time frame given then please call us on 01829759259 so we can track your delivery for you.

How does delivery work if part of my order is out of stock?

To reduce our carbon footprint if part of your order is out of stock with the remaining items showing as in stock then we would automatically deliver your items in the one delivery once we have received stock of your full order. If you would prefer to take delivery of the in stock items in the meantime then please call us on 01829759259 and we can arrange this for you.

What happens if I miss my delivery?

It depends on the delivery method you have chosen. If your delivery is by our Free 2 person delivery then we will post a card through your letterbox. This will ask you to call us to re-arrange another delivery date. The next available delivery date will be when we are next delivering in your area. If your delivery is being made by DPD then you will also receive a missed delivery card and they will try and deliver the following day. If you have paid for a pallet delivery and you are not in to take delivery then they will try and deliver the following day. For failed pallet deliveries you will be charged £50, this is because the pallet delivery company still charges us per delivery attempt whether or not you are there to accept the delivery. If you know you are not going to be in to take your delivery as planned then please contact us as early as possible so we can make alternative delivery arrangements.

I need to change my delivery date

If you would like to change your delivery date then please contact as soon as possible to rearrange your delivery. Please contact us by phone, email or live chat. If you have already received a time slot from our delivery department and you aren't available then please call us as soon as possible.

I need to change my delivery time

If the delivery time slot provided isn't suitable then please contact us on 01829759259. We plan our delivery routes in geographical order so they are as fuel efficient as possible ensuring we are keeping our environmental impact to a minimum. Therefore it is hard for us to change delivery time slots, however on the day of delivery our drivers will call you 30 mins beforehand and if you would like our drivers to carry out any special instructions (i.e. leave item with neighbour) then please let us know.

What couriers do you use?

The vast majority of orders are delivery via our 2 person delivery team or via DPD our parcel carrier. Please note our 2 person delivery team is not outsourced and the drivers are all employed by The Furniture Market. If you have selected delivery via pallet carrier then this will be delivered via Palletforce to the 'curbside' outside your property.

What time will my delivery arrive?

The majority of our items are delivered by our in house delivery team between the hours of 7am and 9pm. Approximately about 2-3 days before your delivery date our delivery department will contact you to provide a 2-3 hour delivery time window and our delivery team will call 30 minutes prior to their arrival. Smaller items (e.g. mirrors, bedsides and dining chairs) are carried out by DPD courier between 7am and 6pm. DPD will contact you via text and email to provide you with a 1 hour delivery window on the morning of your delivery day.

How do I know the delivery method of my order?

On each product listing we state the delivery method we use for this item. This will either be our own in house 2 person delivery team or DPD courier. Please note if you are ordering a few items with us then your order will automatically default to our 2 person delivery team option if there is an item that needs to be delivered via this method. You will also be given the option at checkout to select our pallet delivery service however this is only eligible on some products.

Do you offer an assembly service?

Yes we do offer an unboxing and recycling service which also includes complimentary assembly. If you would like to include this service then you will have the option to select this at checkout for an additional fee.

I am missing assembly instructions?

If your product arrives with no assembly instructions or you have lost them then please contact us by email, live chat or phone. We can then send you assembly instructions if we have them or alternatively we can advise you on how to assemble your items.

Will I have to assemble the furniture myself?

The majority of our furniture is delivered to you fully assembled but some items do require assembly. Assembly information for all our products can be found within the product description located below the product images. If you would like your item assembling by one of our experienced delivery teams then please select our unboxing and recycling service which also includes assembly of any product at checkout. The price for this service will be calculated at checkout where you can select the upgraded delivery service.

Does my item require assembly?

The majority of our furniture is delivered to you fully assembled but some items do require assembly. Assembly information for all our products can be found within the product description located below the product images. If you would like your item assembling by one of our experienced delivery teams then please select our unboxing and recycling service which also includes assembly of any product at checkout. The price for this service will be calculated at checkout where you can select the upgraded delivery service.