SHIPPING & DELIVERY:
Special Limited Offer Terms:
SPECIAL LIMITED OFFER - FREE UK MAINLAND DELIVERY: ONLY FROM 08.02.21 - 29.03.21
- FREE delivery to UK Mainland on all orders over £500 or more. (Additional charges may apply to the Scottish highlands and UK islands, we will contact you if applicable).
Indor Standard Terms:
- Collection from our showroom:
- Free of charge for pickup *excludes large bulky items which we do not offer for pickup.
- Standard tracked delivery:
- for standard sized items: £6.99 delivery
- for medium bulky sized items: £45 delivery
- for large bulky sized items: £70 delivery
- FREE UK mainland delivery criteria:
- for small / standard sized items of a total order value of £250 or more. (Free delivery includes all standard sized items (parcel) deliveries to UK mainland. Additional charges may apply to the Scottish highlands and UK islands, we will contact you if applicable).
- for any sized item with a total order value of £3,000 or more
- International Shipping is available for almost all countries in the world:
- Please contact us directly for a custom order quotation for items for international delivery outside of our London, UK base.
- Large order discounts on international shipping are available.
- We offer the best shipping rates when contacting us by email at firstname.lastname@example.org
- We will provide specific leadtimes for all international orders based on country location and size of order during the quotation process.
Delivery timeframes are dependant on the specific product ordered. Our 'in stock' products will be available for delivery within days, while others larger items may take several weeks. Standard delivery times are shown on each product page as a estimate only, and can vary or can occasionally be subject to manufacturer delays.
We will always do our very best to ensure your order is delivered as soon as possible. We will contact you as soon as your order comes into stock and notify you of delivery.
Custom products which are especially made to order - can not be returned or cancelled.
Please feel free to contact us to check on the status of your order at anytime.
Please be aware that dispatch dates are an estimate and not the exact wait time, so please be ready for delays.
*Brexit/Covid19 Pandemic: We are not responsible for any delays due to border control. Once your order has been dispatched from its origin country, you cannot cancel your order, and therefore cannot request a refund.
Collection from our store:
During your order you will be offered free pickup from our store. We have metered street parking available (Royal Borough of Kensington & Chelsea) directly in front of our store. We will advise you when your item is available for pickup, and we will arrange a day for collection with you. As we do not hold stock we will contact you with possible times for pickup. Please collect on the day / time agreed. Collection should be made within 5 working days of informing you that your goods are ready to collect. Please be aware that we have a limited storage space therefore you won't be able to collect big items like sofas from our showroom, so for those items you will have to pay a delivery charge to your address. Please check your order is ready with us and pickup is available during our opening times.
Our pickup address is:
31 All Saints Road
London, W11 1HE
Standard sized and bulky items:
Standard sized items are delivered to you straight from our London showroom - unless these are out of stock as indicated on our website. If you would like to be notified for when the item is back in stock then please sign up on our website.
Our large, medium bulky sized items, and/or customised items will be ordered especially for you and will therefore take longer to be shipped to us. Please see leadtimes for more information and on each product page where we estimate delivery times for each item.
Orders for items that are in stock are delivered to you between 3-5 working days. Outside London, the lead-times are extended to approximately 7-14 working days.
Delivery Time Slots:
You will be provided with a time slot for the delivery before we attempt delivery.
Before the delivery, please ensure that there is sufficient access and space and that any staircases and lifts providing access are suitable for the delivery. Please move fragile objects which could be damaged during the delivery, such as lights, vases, and pictures.
The delivery staff is not permitted to and will not: remove doors, windows, doorframes etc. in order to complete the delivery. You must arrange this before the delivery takes place. The delivery staff doesn't carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging. The delivery staff will not remove their footwear whilst making deliveries. If you are concerned about possible damage to flooring, please make sure you cover the flooring with protective sheets.
You are responsible for ensuring that you are available to accept delivery. If you are not, there must be an adult available who is capable of receiving delivery on your behalf, and you agree that we can rely on their instructions as if they were your own. The delivery staff is not permitted to leave any products that have not been signed for.
Grouped Item Delivery:
Where possible, we'll offer you the option to group your order, so all items arrive on the same day. This is possible if:
- All items can go with the same carrier
- The difference in lead times isn't too large
If you've chosen standard delivery, you'll still only pay one delivery charge, even if you want your products at different times.
Assembly & Installation:
We currently do not offer installation within our services. Delivery is to the ground floor front door of your building and does not include any assembly or unpacking.
In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses (including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) incurred due to a delay in delivery arising out of any cause beyond our control.
If you are not sure about the delivery cost that will be applied to you just contact us: email@example.com +44 (0)7511586524
RETURNS & CANCELLATIONS:
Refund policy at Indor:
If you are unhappy with a non sale stock product for any reason, just send it back to us within 14 days of the purchase (unused and with the original packaging) and we’ll refund or replace it.
This does not affect cancellations or your statutory rights.
Please note that bespoke furniture, special orders, flat-packed items that have been assembled, made-to-order items, and personalised items can only be returned or exchanged if faulty. You cannot cancel an order or get a refund once the item has been shipped from its origin country.
Any special offer or ex-display items cannot be returned or refunded.
*Made to order items include furniture and lighting pieces where you select colour, size, fabric or material finish.
We make every effort to deliver your goods in perfect condition. Please check your delivery as soon as it has been received. If the goods are faulty or damaged, please notify us within forty-eight hours so that we can resolve the problem. We will not be held responsible for any damage after 48h that you have received your items.
You will be responsible for the cost of returning the goods to us, and will remain responsible for any and all returned goods until they reach our warehouse. We strongly advise that a proof of postage certificate should be obtained when returning any part of your order, together with any necessary insurance cover against loss or damage.
Please note that if you are returning goods that you received damaged, then you will be responsible for the cost of returning the damaged goods, but will be reimbursed the value of the damaged item after we have received and inspected the goods. Returns in store are free of charge.
Our returns address is:
Indor, 31 All Saints Road
London, W11 1HE
Once you've placed an order online or in store, you have 48h to change your mind and ask for a refund.
If the item has already been dispatched, you will have to wait for it to be delivered, or refuse the delivery and we will refund you.
Made to order items cannot be returned unless faulty.