Delivery & Returns Policy

SHIPPING & DELIVERY:
  1. Delivery costs
  2. Estimated dispatch date
  3. Estimated delivery timeframes
  4. Store collection
  5. Standard sized and bulky sized items
  6. Delivery time slots and access
  7. Grouped item delivery
  8. Assembly and installation
  9. Storage of items / delaying delivery
  10. COVID / BREXIT
  11. Our liability
RETURNS & CANCELLATIONS:
  1. Our refund policy
  2. Order cancellation policy
  3. Time validity for sales & quotations


1. Delivery costs:

Indor Delivery Terms:

    • COLLECTION FROM OUR LONDON STORE:
      Free of charge for pickup *excludes large bulky items which we do not offer for pickup.

    • STANDARD DELIVERY: (Size of items shown at checkout via our website)
      • for standard sized items: £7.50 delivery
      • for medium bulky sized items: £55 delivery
      • for large bulky sized items: £85 delivery
      • for UK: Northern Ireland, Channel Islands and Scotland: flat fee £95 delivery
      • for delicate items (such as vases, glassware, ceramics) there is an additional £25 delivery charge applied to any order containing such items.
      • FREE STANDARD DELIVERY on orders over £999 and within 99kms of our store at 31 All Saints Road, Notting Hill, London, W11 1HE. (This limited offer will be calculated on our checkout page online or in store and based the minimum order spend, your final delivery location and in relation to it's proximity to our London store.)

Standard delivery include: curbside delivery only, no assembly, no removal of packaging and delivery to ground floor level only.

We use various couriers for smaller deliveries - tracking / direct contact is provided once the item is dispatched from our store / warehouse. For larger / bulky items we use our delivery partner who will be in touch directly with tracking and delivery options to accommodate you as best possible.

  • SPECIAL DELIVERY & ASSEMBLY SERVICE:
    • for medium bulky sized items: £100 delivery
    • for large bulky sized items: £130 delivery
    • for standard sized items: not available.
    • for heavy standard sized items: not available.
    • for UK: Northern Ireland, Channel Islands and Scotland: not available.
    • for delicate items (such as vases, glassware, ceramics): not available.

Special service delivery includes one or more of the following requirements: item assembly, delivery up to 3rd floor level and / or removal of product packaging. Available on medium and / or large bulky sized orders. Size of order will be shown at checkout stage where this option can then be selected if required. We use our delivery partner who will be in touch directly with tracking and delivery options to accommodate you as best possible.

  • INTERNATIONAL SHIPPING: (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.
    • EU countries and countries out of the UK benefit from no VAT on your orders.
    • Large order discounts on international shipping are available.
    • We offer the best shipping rates when contacting us by email at info@indor.eu
    • We will provide specific leadtimes for all international orders based on country location and size of order during the custom quotation process.
    • Cost excludes custom fees / importation taxes. We are not responsible for the return of any goods or import penalties due to delays in customs. Please ensure you are fully aware of your local customs and make contact first with the customs office prior to ordering.
    • VAT refunds will be processed after a bill of landing has been received from our / your couriers. VAT free invoices will be provided for orders outside of the UK.


    2. Estimated dispatch dates:

    Please be aware that dispatch dates (the date at which items leave our suppliers in the EU) are an estimate and not the exact wait time. Standard dispatch times are shown on each product page as an estimate only, and can vary or can occasionally be subject to manufacturer delays, or import delays with customs. During the August summer and Christmas winter periods our European suppliers close and an extra 2 weeks for dispatching items should be allowed for during this period.

    Once we receive your items to our store / warehouse we will then arrange delivery to your selected address and as mentioned in point 3: Estimated delivery timeframes.


    3. Estimated delivery timeframes:

    Delivery timeframes (from our store / warehouse to your shipping address) are dependent on the specific product ordered. Once items arrive to us we then aim to deliver the items to you within 3-5 working days (within Greater London). Outside Greater London, the delivery is extended to approximately 5-7 working days.   

    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. Please feel free to contact us to check on the status of your order at anytime.

    Custom products which are made to order - can not be returned or cancelled. Please see our refund policy for more information. Made to order items are shown on each relevant product page, however if in doubt please contact us.


    4. Store collection:

    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 during our stated opening days and hours. 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 / bulky items such as sofas from our store, so for those items you will need to pay a delivery charge to your address. Please check your order is ready with us and pickup is available during our standard opening times as shown on our homepage footer. Our collection address is: Indor, 31 All Saints Road, London, W11 1HE


    5. Standard sized, fragile and bulky sized items:

    At checkout your order will be automatically calculated to take into account the largest item in your order and in addition any fragile items. Please refer to point 1 for delivery fees based on the size of your items and point 2/3 for our estimated dispatch and delivery timeframes.


    6. Delivery time slots and access:

    You will be provided with a time slot for the delivery before we attempt delivery. Standard deliveries are usually made during the week between 9am-5pm although we do aim to be as flexible as possible.

    There are no deliveries on Sundays, bank holidays / national holidays.

    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. It is your responsibility to check that all items fit into the property before ordering.

    The delivery staff are 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 do not carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging as standard (please our ‘assembly & installation’ section below for more information about our unpacking and assembly options). 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. Should the delivery staff consider access is unsafe, they will not deliver the goods until it is safe to do so.

    You should provide all necessary parking permits in advance of delivery if required. You should make sure that access at the delivery access is possible on the date of delivery. 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.

    As deliveries are carefully arranged - should a second delivery be required then an additional delivery charge will be applied. If you do not allow us access to performance our service as arranged (without reason) then we may charge additional costs. Should we be unable to contact you to arrange access on numerous attempts then we may be forced to end our contract.


    7. Grouped item delivery:

    Where possible, we'll offer you the option to group your orders, 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 is not 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.


    8. Assembly & Installation:

    We currently do not offer installation / set up / unpacking / assembly as part of our standard delivery services. Standard delivery is to the ground floor only.

    A special delivery service can be requested at the final checkout stage at additional costs for medium and large / bulky sized orders only. Special white glove delivery service is offered by our delivery partner and includes one or any of the following delivery services (available for our loose / free standing furniture only): assembly, installation*, unpacking / removing of packaging and delivery up to the 3rd floor level.

    Where packaging is removed by our delivery partners you must carefully check your product on delivery and confirm you accept to keep the item - as returns will not be possible without the original packaging. If in doubt please keep the full packaging in order for us to be able to process a refund for you.

    *Installation is only included as part of our bespoke joinery and kitchen works and costs will be provided during the custom quotation period for specialist installation works. Installation also includes any electrical or lighting items that need to be fixed in position by an electrician.


    9. Storage of items / delaying delivery:

    We are unable to hold items at our location for more than 10 days from when we receive the items to our store. Delivery times will be provided to you for items to be delivered and we will not be able to delay delivery and hold items for more than 10 days after we received the goods.

    A £35 (inclusive of VAT) storage charge will be applied for each day we hold goods, over this 10 days hold period. As soon as a delivery/collection date is agreed we will send you a final invoice with the delivery charges. We will not release your goods until the relevant storage charge invoice is paid.

    After 30 days of holding the items at our location we will be unable to accept cancellations, refunds or returns. As the item is considered as delivered and past our 14 day return policy. 


    10. Covid Pandemic / Brexit:

    Due to the unprecedented global pandemic - we are not responsible for any delays due to UK border control due to issues from either the pandemic and / or Brexit. Due to the ever-changing global situation there may be delays with your order due to general staff / border control / delivery absences at this time. We will always do our very best to get your order to you as fast as possible during this period.


    11. Our Liability:

    In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays, pandemic related issue, 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 received goods which you have not ordered, which are damaged or defective, or the wrong quantity, we shall have no liability unless you inform us in writing within 2 days of receiving the goods.

    We shall have no liability for any defects with any goods caused by any act of negligence by you or any third party.

    We shall have no liability to pay compensation other than to refund you the amount paid for the goods (minus delivery charges).

    If you are not sure about the delivery cost that will be applied, please contact us:  info@indor.eu  


    12. Our Refund Policy:

    If you are unhappy with our products for any reason, you will just need to contact us in writing to request a refund and this must be made within 14 days of receipt of your order. You will then need to return the items back to us in perfect unused condition, in the original packaging and within 14 days of receipt of the written notification of the return or exchange of goods along with your reference number. If the goods are returned to us damaged - deductions will be made of diminished value of the items. This does not affect cancellations or your statutory rights.

    You will be responsible for the cost of returning the goods to us, and will remain responsible for all returned goods until they reach our location. Please make sure you pack the item/s in their original packaging which is specifically made for the items safe transport. You must ensure that you have a proof of postage certificate when returning any part of your order, together with any necessary insurance cover against loss or damage. If you require our courier returns collection service for returning items then we can help arrange this for you at additional charges.

    We will not be able to offer a refund if the item arrives to us damaged due to poor packaging, so please ensure you use the original packaging provided with the item/s and include adequate insurance cover when returning items to us.

    As soon as we receive the returned goods in perfect condition, we will start the refunding process (minus any delivery charges where applicable). We will provide a refund within 14 days from successful return of the good to us.

    -

    Please note that bespoke made 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. Made-to-order items include furniture and lighting pieces where you select colour, size, fabric or material finish and / or which are specifically stated as made to order within the product description. If we exceptionally accept the return of a made to order item, we will charge a 45% restocking fee to be deducted from your original payment amount.

    Any special offer items or ex-display items cannot be returned or refunded.

    -

    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 in writing as soon as possible and in all cases within 2 days of receipt of the items so that we can resolve the problem. We will cover the costs and arrange for the return of faulty products. We will not be held responsible for any damage claims after 2 days of receipt of the goods. For damaged / faulty items we will require photographs of any damages of the packaging on both the interior and exterior, damages of the items, and a written description of the damages to allow us to assist in resolving the issues for you.

    For any self-assembly products it is important that you follow all instructions very carefully as we do not accept responsibility for any self-assembly goods that are damaged due to instructions not being followed correctly. Please ensure that you check all parts are provided before assembling.

    Please note that if you are returning goods that you received damaged or goods which are approved for a refund, then you will be responsible for the cost of returning the goods to us, and will be reimbursed the value of the items (not the cost for the initial postage) after we have received and inspected the goods. Returns in store are free of charge.

    Our returns address is: Indor (Returns), 31 All Saints Road London, W11 1HE

    Please ensure you include your order reference number. Return deliveries to our address are acceptable between: Monday – Friday between 10am-6pm.


    13. Order Cancellation:

    Once you've placed an order online or in store, you have 48 hours to change your mind and ask for a cancellation / refund of the order.

    Cancellation fees will incur if an order cancellation is requested after the 48 hour period from placing the order online or in store, and before receiving the goods to the final delivery address. The cancellation fee will be dependant on the order value, with a maximum penalty charge of £110.

    Made-to-order items cannot be cancelled nor returned, unless faulty. A large number of our items are made-to-order where the specification is customised to your requirements or items made specifically for you. Cancellation / refunds for these items will not be possible after the first 48 hours of ordering them. If in any doubt please always check with us first if your order is ‘made-to-order’.


    14. Time validity for sales & quotations:

    All quotations show a ‘valid for’ period during which the quotation can be accepted. Should the quotation be accepted after this period then we reserve the right to adjust costs.

    We run a number of sales and promotions during the year. These offers / sales / promotions are strictly valid only during these set timeframes.