Returns

COVID-19 delivery update

We are still delivering as normal over lockdown. Delivery on all items is up to 14 working days from order, unless an item is stated as pre-order in the description. If you would like to leave us with specific instructions then just add a note to the "Add Comments About Your Order” box at checkout (e.g. please leave the furniture in the garden, my side gate is open). Our drivers will call you 1 hour before delivery to let you know they are almost there and also when they arrive so you can give them specific delivery instructions if you haven't already done so. Our Premium Plus Delivery Service is still available and we have COVID-19 secure measures in place.

We are also offering Next Day Pallet delivery for £99 on all our in stock outdoor furniture. Deliveries take place Monday to Friday and will be dispatched the same working day for orders before 12noon and the next working day for orders after 12noon. Please be aware if you opt for Next Day Pallet delivery our Premium Plus Delivery Service is not available.

Following the recent government announcement our showroom will be closed from Thursday 5th November to Wednesday 2nd December.

Delivery & Returns

Furniture delivery
Standard delivery on our furniture is up to 14 working days from the date of order, unless an item is stated as pre-order in the description. Please be aware that for pre-order items the dates given are estimates and can be subject to change due to our supplier's shipping schedule. Most of our sets are delivered with our own expert two-man delivery team (except in the unlikely event that two-man delivery is not available). Our Cube sets (product codes BSSA04 and BSD003) are sent by pallet delivery due to their size and weight. In both cases we will contact you directly with your delivery date prior to delivery. You must be available to accept your order as a signature is required on delivery of the goods. You must also provide a telephone contact number for delivery (mobile preferred) so the we can contact you. Delivery may be delayed if a number is not provided as we are unable to dispatch without one. Please be aware once your delivery date has been arranged you may be responsible for any additional charges incurred should you then wish to change the delivery date. Please note delivery is dependent on driver performance, which can be effected by adverse weather, traffic conditions and other unforeseen circumstances. Deliveries typically take place between 7am and 7pm, Monday to Friday, although items may be delivered outside of these hours in busy periods. Express or Saturday delivery is usually available at an additional charge. If you would like to enquire about these services please email us at hello@luxuryrattan.com for further information.

Delivery charges and conditions
Standard delivery to England and Wales is free of charge at the point of sale. Additional charges apply for delivery to North Scotland, UK Islands, Northern Ireland and all other non-mainland locations. If you reside in any of these locations please contact us at hello@luxuryrattan.com with your postcode for a delivery quote.

European delivery

We are able to offer European delivery on most of our rattan furniture items. To obtain a quote please contact us at hello@luxuryrattan.com with the product code of the item and your full delivery address.

Parcel delivery for small to medium items
Most of our smaller items (such as parasols and small to medium sized planters) are dispatched on next day delivery (excluding weekends and bank holidays). For our medium sized items (such as patio heaters, chairs and medium to large planters) delivery is usually 1-3 working days. Items ordered before 12noon will usually be dispatched the same working day. Items ordered after 12noon will usually be dispatched the next working day. Deliveries typically take place between 7am and 7pm, Monday to Friday, although items may be delivered outside of these hours in busy periods. We are unable to request a specific delivery time but the courier will contact you directly by text or email with your tracking information and information on delivery times where possible.

If no one is home when delivery is attempted the courier will leave a calling card for you to rearrange delivery. If you do not arrange a specific date after the failed delivery attempt, the courier will automatically reattempt delivery on an alternative date. Should the second delivery attempt be unsuccessful due to you not being present or the goods are unsafe to deliver, the goods being unable to fit through the door/access point, or any other circumstances where the buyer is at fault, you the customer will be responsible for any further delivery charges which will be dependant on the size/number of items you have ordered.

Express or Saturday delivery is usually available at an additional charge. If you would like to enquire about these services please email us at hello@luxuryrattan.com for further information.

Cancelling your order
You have the right to cancel your order within 14 days without reason for a full refund. If you wish to cancel please contact us as soon as possible at hello@luxuryrattan.com with your order reference. If your order has been delivered you are responsible for the return costs.

Accepting delivery of your goods
A signature is required upon delivery. Please check your goods to ensure they are are correct and there are no visible signs of damage. If you receive your item damaged, or with defective, incorrect or missing parts we will need to be notified within 48 hours of delivery. Please email us at hello@luxuryrattan.com and include your order reference and a brief description of the issue along with photographic evidence. Failure to include any of the required information may result in your claim being rejected.

Once the goods have been signed for it is the buyers sole responsibility to ensure they are kept safe and undamaged in their original packaging (please see our returns policy for further information).

In the unlikely event that for any reason we cannot deliver your goods on any service described in the terms and on the estimated date, we reserve the right to amend, alter or postpone delivery accordingly and we will contact you as soon as we are made aware of any issues.

Returns Policy
If you wish to return your goods you may do so by emailing us at hello@luxuryrattan.com within 30 days of receipt of your order as long as the item has not been assembled or used and is returned to us in the original packaging. Please make sure you include your order reference and a brief description of the reason for return. Once your return has been accepted please ensure the goods are returned to us within 7 days. Failure to return the goods to us within this time period may result in the return being rejected. If you have no means of returning your order, we will arrange a collection of the goods upon request and debit the courier collection charges from your refund. Charges vary depending on the size of your item and number of parcels but typically range from £20.00 to £120.00.

If the goods have been signed as damaged on the delivery note and you do not wish for a replacement we will arrange collection of the goods free of charge. Please note as we get charged per collection attempt we can only arrange this for free once and if it fails as you are not home or the goods are not available for collection the second and subsequent collection attempts will be chargeable. For any other reasons for return the buyer is responsible for the return postage costs.

All returns must be returned in their original packaging. Failure to do so will result in additional charges that will be deducted from your refund to cover the cost of the missing packaging or any damage that occurs due to the item not being packaged correctly. Once we have received your return the goods will be inspected thoroughly for any signs of use, misuse, or any damage/fault caused by the buyer’s negligence. If the goods show any of these signs they will then be returned back to your confirmed address and a surcharge levy to cover postage costs will apply at the buyer’s expense. If your goods have been assembled and are not faulty, or have been used, you will not be able to return your goods for a refund. After the returned goods have been inspected and we find there are no discrepancies concerning the above your refund will be processed within 10 days.

Important information
Our rattan furniture items are hand woven from synthetic PE rattan. Due to the nature of the synthetic rattan the material on the table tops can expand in the heat and appear to sag. This is more apparent with our thicker weave sets. This effect is completely normal, it is not a fault with your furniture and as soon as the weave cools it will return to its usual state. This will happen with all rattan garden furniture but the effect can be limited with the use of a parasol during sunny conditions.

Faulty goods
Any faults should be reported to us as soon as possible by emailing us at hello@luxuryrattan.com. Please make sure you include your order reference and photographic evidence of the fault so that we can diagnose the issue. Once the fault has been diagnosed, a replacement part(s) will be sent in the post or with a courier for the customer to fit. If we determine that the full item needs replacing we will arrange an exchange free of charge. Please be aware the faulty goods must be returned in their original packaging. If the goods are unused and the goods were received faulty then you may be entitled to a refund if you prefer.

Warranty
All of our aluminium framed garden furniture is covered by our 3 year warranty. Our steel framed items are covered by our 12 months manufacturer’s warranty. The warranty is valid from the date of delivery and is activated automatically once you receive your goods. Please make sure you retain your proof of purchase as you may need this in the event of a claim. Our warranty covers the structural components of the furniture (such as frames and support brackets) and any issues that arise due to a manufacturing fault. It does not cover the goods becoming defective due to the buyer’s improper use (unless it is due to the manufacturer’s negligence), accidental damage, neglect, incorrect assembly or general wear and tear. It does not cover cushion covers, cushion fillings and glass. It covers the original purchaser of the goods only and is not transferrable or valid outside of the UK. Should you have a problem with your item please contact us at hello@luxuryrattan.com with your order reference, a brief description of the problem and photographic evidence so we can deal with your claim on an individual basis. Once the claim has been investigated Littleborough Furniture Company Ltd reserves the right to refuse any claim we find is not down to a manufacturing fault. Accepted claims will result in the repair or replacement of the item, or an exchange where applicable.