Delivery + Returns
Customer service
Our customer service representatives are available Monday to Friday between 9.30am and 5.30pm on 020 7837 1900 or via our web chat facility.
At the weekend please contact the shop on 020 7288 1996. Alternatively, you can email orders@twentytwentyone.com
Delivery Charges
|
Mainland UK |
Highlands |
|||
|
Collect in Store |
Free | N/A | ||
|
Parcel under £100 |
£6.95
|
£19.95 | ||
|
Parcel over £100 |
Free | £14.95 | ||
|
Oversize under £1,500 |
Free | £180 | ||
|
Oversize over £1,500 |
Free | £100 | ||
|
Fragile under £1,500 |
Free | £90 | ||
|
Fragile over £1,500 (Mirrors, art prints) |
Free | £60 |
Delivery
For items we carry in stock you should receive your order within 2-4 working days, depending on where you are based in the UK.
Due to the wide choice and bespoke nature of our furniture and lighting items, most are not held in stock and we will order specifically for you in the finish, size, or colour you've specified at point of order.
Delivery time varies by product and manufacturer, but you will find the relevant delivery time stated on product pages and on our order confirmation. Once orders have been received and checked at our warehouse we will arrange final delivery with our delivery partner at your convenience considering any regional schedules.
We use UPS/DPD to deliver accessories, small items of furniture and lighting. Delivery is a tracked service and we will advise you of your tracking number.
Free delivery does not apply to ex-display items or vintage pieces which require specialist handling /packing, delivery is then by quotation.
Prior to order please check the dimensions at the delivery address for access (including doors, stairs, lifts etc), as well as the area of intended use, before you order to ensure that the product is the right size for your needs, and to enable us to deliver your order successfully.
Our delivery company can provide an access check at an additional charge if required. Goods that fail to fit into your property at point of delivery are your responsibility as we have no control over this. Any specialist delivery arrangements required such as hoists or dismantling items to component form and re-assembly would need to be by quotation and at additional cost.
Furniture deliveries inside London include unpacking and placing of the goods. This does not include assembly of furniture systems, electrical installation or fitting to walls or ceilings.
Some furniture items may be delivered by UPS or an alternative courier delivery service. In this instance unpacking and assembly is not possible.
Furniture deliveries outside London are to the door only unless by arrangement.
Highlands and Islands deliveries are not included in the free delivery offer and are charged at an additional fee so please check prior to ordering.
Collect in Store
Our click + collect service allows you to collect from one of our stores. Please note that only items below a certain size can be collected from our Upper Street shop.
Larger orders can be collected from our River Street showroom - this will need to be arranged with our Customer Services team once your order has been placed as it will default to our Upper Street shop. The showroom is 10 minutes from Upper Street and has the benefit of on-site parking for ease of collection.
If you have selected the 'Pick Up' option when checking out we will contact you once we have processed your order to confirm which location it can be collected from.
'Collect in Store' orders can be held for a maximum of 4 weeks. If not collected within this time and we are unable to reach you to make alternative arrangements, your order will be returned to our warehouse and refunded. This will be confirmed by email and may take up to 14 days to process.
Export
Due to the UK leaving the EU on the 1st January 2021 we have temporarily disabled sales to the EU whilst we put in place the necessary systems for customs declarations under the new arrangement. Apologies for any inconvenience caused.
International Delivery charges overseas are calculated at checkout
International Deliveries are to the door only and goods may require self-assembly.
From the 1st January 2021 all deliveries outside the UK may incur customs duty and local handling charges payable on delivery. These charges are payable by the customer and vary by the country and we advise you should enquire locally for more information prior to ordering. These additional local import charges are levied by the government in the country of import and not included in the delivery charges shown on the twentytwentyone website. Goods cannot be rejected on import and refunded/returned due to these charges.
Please be aware that connection issues with the UPS API sometime occur. This may lead to the shipping quote being under or over estimated. To get an exact delivery quote please contact orders@twentytwentyone.com
Returns
Return of Goods Policy
Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order. Returns are at customers' own expenses. We advise you use an insured, signed for service.
All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days. The product you return must be in new, unused, condition with all the original packaging and product tags still attached. We are unable to accept any item with any indication that it was used.
Damaged / Faulty Items
We make every effort to deliver your items to you in perfect condition. It is essential that you check your delivery as soon as it is received. If there is a problem with your order please contact orders@twentytwentyone.com within two days of receipt so that we can resolve the issue for you promptly.
We cannot refund or exchange made-to-order products.
Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items.
We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non returnable on the sales order. You have 3 days to amend your order from receipt of this confirmation email.
Please only order if you are sure that the item and finish is right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.
International returns
Prior to dispatch we double-check all of our products to be sent overseas to ensure that they are in perfect condition, however we are aware that occasionally things can go wrong in transit.
We will always stand by our products and if they are damaged in transit or faulty we will repair/replace them; however, you must cover the cost of returning the faulty product to us. We currently only have a UK office and we simply cannot offer the same level of after sales service to non-UK customers as we can to our UK customers so please consider this before ordering.
