Shipping policy

At Downton Home, we are committed to delivering your purchases safely, efficiently, and within the timeframes we communicate. This comprehensive shipping policy outlines everything you need to know about how we deliver to you, what to expect, and your responsibilities throughout the delivery process.

Important Delivery Information

Before placing your order, please review the following key information about our delivery services:

Delivery Timeframes

Delivery times vary depending on the product selected, its availability, and your location. Estimated delivery times are clearly shown on each product page at the point of purchase and should be used as a guideline for expected delivery.

These estimates are provided in good faith based on typical processing and courier times, but are not guaranteed. Factors beyond our control, such as courier delays, adverse weather, or peak demand periods, may occasionally affect delivery times.

Multiple Item Orders

Orders containing multiple items may be delivered separately and arrive in more than one shipment. This is particularly common when:

• Items are dispatched from different warehouse locations
  
• Items have different availability or lead times
  
• Items require different delivery methods due to size or fragility

Each shipment will be sent as soon as it becomes available, ensuring you receive items as quickly as possible rather than waiting for all products to be ready simultaneously.

Tracking and Confirmation

Delivery confirmation and tracking details will be provided once items are dispatched. You will receive:

• An email notification when your order has been dispatched
  
• Tracking information (where available) allowing you to monitor your delivery
  
• Estimated delivery date or time window from the courier
  
• Contact details for the courier service handling your delivery

Please check your email regularly after placing an order, including your spam or junk folder, to ensure you receive these important updates.

UK Mainland Shipping

Geographic Coverage

We currently deliver to Mainland UK only and are unable to ship to Northern Ireland at this time.

Mainland UK includes England, Scotland, and Wales, excluding offshore islands and territories. For deliveries to the Scottish Highlands and Islands, please see the dedicated section below.

Standard Delivery Charges

Our delivery charges are structured to provide fair and transparent pricing:

Orders under £99: Subject to a minimum delivery charge of £4.99

Orders £99 and above: Delivery charges vary depending on the size, weight, and handling requirements of your order. The exact delivery cost will be calculated and displayed at checkout before you complete your purchase.

Postcode Surcharges

Delivery surcharges apply to certain postcode areas and are calculated automatically at checkout. These surcharges reflect the additional costs associated with delivering to remote or less accessible regions.

Affected postcode regions include:

• DG (Dumfries and Galloway)
  
• EH (Edinburgh and East Lothian - certain areas)
  
• G (Glasgow - certain areas)
  
• KA (Kilmarnock and Ayrshire)
  
• ML (Motherwell and Lanarkshire)
  
• TD (Galashiels and Scottish Borders)
  
• AB (Aberdeen and Aberdeenshire)
  
• DD (Dundee and Angus)
  
• FK (Falkirk and Stirlingshire)
  
• IV (Inverness and Highlands)
  
• KY (Kirkcaldy and Fife)
  
• KW (Kirkwall and Orkney)
  
• PA (Paisley and Argyll)
  
• PH (Perth and Perthshire)

Extended remote areas: Additional charges apply to IV40+, KW16+, PA20+, and PH41–PH44 postcodes.

The surcharge amount will be clearly displayed at checkout and added to your order total before payment. We recommend checking the delivery cost for your postcode before completing your purchase.

Additional Delivery Considerations

Additional delivery charges may apply depending on:

• The size and weight of your items
  
• Special handling requirements (fragile items, assembly required, etc.)
  
• Access restrictions at your delivery address
  
• Time-sensitive delivery requests where available

All applicable charges will be shown at checkout, ensuring complete transparency before you confirm your order.

Delivery Methods

We use trusted courier partners to ensure your items arrive safely and on time. The delivery method depends on the size, weight, and type of product you order.

DPD Deliveries

Standard and smaller items are delivered via DPD, one of the UK's leading courier services.

Typical delivery times: DPD deliveries are typically made on the next working day within Mainland UK following dispatch. This means if your item is dispatched on Monday, you can generally expect delivery on Tuesday (excluding weekends and bank holidays).

Important note: This is not a guaranteed service and delivery may occasionally take longer due to operational constraints, weather conditions, high demand periods, or unforeseen circumstances beyond DPD's control.

DPD benefits:

• Track your parcel in real-time via the DPD app or website
  
• Receive notifications on the day of delivery
  
• One-hour delivery window for most deliveries
  
• Option to reschedule or redirect your delivery (subject to DPD's terms)

Please ensure someone aged 18 or over is available to sign for your delivery during the estimated delivery window.

Royal Mail Deliveries

Wallpaper, paint, and fabric samples are delivered via Royal Mail using a 2nd Class service.

Typical delivery times: 2-3 working days from dispatch, though delivery times may vary, particularly during:

• Busy periods (such as the Christmas season)
  
• Public holidays
  
• Industrial action or service disruptions
  
• Adverse weather conditions

Royal Mail deliveries do not require a signature in most cases and will be posted through your letterbox or left in a safe place if the item fits. If the item is too large, a "Sorry You Were Out" card will be left with instructions for collection or redelivery.

Note: Tracking is limited for 2nd Class Royal Mail services. If your sample does not arrive within 5 working days, please contact us for assistance.

Large Item and Furniture Deliveries

Some larger or heavier items may be delivered via pallet delivery or specialist furniture couriers due to size, weight, or fragility.

Pallet deliveries:

• Items are securely strapped to a wooden pallet for protection during transit
  
• Delivery is made to the kerbside or entrance of your property
  
• Pallets may be left with the customer for disposal (please check with your local council for recycling options)
  
• A tail-lift vehicle may be used to lower items to ground level

Two-person delivery teams are used for larger furniture items requiring careful handling.

Customer responsibilities for large items:

• Ensure all product dimensions and access routes are suitable prior to ordering
  
• Measure doorways, hallways, staircases, and lifts to confirm the item will fit
  
• Clear the delivery path of any obstructions on the day of delivery
  
• Arrange assistance if needed to move the item once delivered

Large items are delivered via trusted third-party logistics partners who specialize in furniture and bulky goods delivery. You will be contacted in advance to arrange a convenient delivery date.

Multiple Item Orders

If your order contains more than one item, please be aware of the following:

• Orders containing multiple items may be delivered in separate consignments
  
• Each item will be dispatched as soon as it becomes available
  
• Tracking information will be provided for each delivery once dispatched
  
• You may receive deliveries on different days from different couriers

Why are items delivered separately?

This approach ensures you receive items as quickly as possible rather than waiting for all products to be ready. For example:

• If you order a lamp (in stock) and a sofa (made-to-order with a 6-week lead time), the lamp will be dispatched immediately while the sofa is being manufactured
  
• Items from different warehouse locations will be sent directly from those locations
  
• Smaller items may be sent via parcel courier while larger items require specialist delivery

If you require all items to be delivered together, please contact us at the time of ordering to discuss options. Please note this may extend the overall delivery time to match the longest lead time in your order.

Bank Holidays and Peak Periods

Delivery services may be affected during:

• Bank holidays (UK public holidays when courier services are reduced or unavailable)
  
• Peak demand periods such as Black Friday, Christmas, and January sales
  
• Adverse weather conditions causing widespread disruption
  
• Industrial action affecting courier networks

Any relevant delivery updates will be confirmed:

• At the time of order (if known)
  
• At the time of dispatch (if the delay becomes apparent)
  
• Via email if delays occur after dispatch

We recommend placing orders well in advance during peak periods to avoid disappointment, particularly for time-sensitive gifts or events.

Made-to-Order and Tailored Items

Many of our premium furniture pieces are made to order, ensuring you receive a high-quality product crafted specifically for you.

Lead Times

Items that are made to order or customised with two or more variables (such as size, fabric, colour, or finish) typically have an estimated delivery timeframe of 10–14 weeks from the date your order is confirmed.

Please note:

• This is an estimate and not a guarantee
  
• Lead times are displayed on the product listing and should be reviewed carefully before purchase
  
• Manufacturing times can vary depending on the complexity of customisation and factory schedules
  
• We will provide updates if any delays occur

Cancellation Policy for Made-to-Order Items

Made-to-order items may only be cancelled within three (3) days of placing your order. This is because production begins shortly after your order is confirmed, and items are manufactured to your specific requirements.

After the 3-day cancellation window:

• Orders cannot be cancelled
  
• Items cannot be returned unless faulty (see our Returns Policy)
  
• Changes to specifications cannot be made

If you wish to cancel a made-to-order item, you must contact us immediately:

Email: hello@downtonhome.com
Telephone: 020 3051 9233
Office Hours: Monday to Friday, 9am–5pm

Customer Responsibilities

When ordering made-to-order or bespoke furniture, customers are responsible for ensuring:

1. Measurements are correct – Verify all dimensions carefully before ordering
   
2. Access routes are suitable – Measure doorways, hallways, staircases, and lifts to confirm the item will fit
   
3. Specifications are accurate – Double-check fabric, colour, and configuration choices before confirming
   
4. Delivery address is correct – Made-to-order items cannot be easily redirected once manufactured

We recommend:

• Requesting fabric samples before ordering upholstered furniture
  
• Consulting our Customer Service team if you have any doubts about suitability
  
• Taking professional measurements if you are unsure

Your statutory rights remain unaffected under the Consumer Rights Act, and items that are faulty or not as described will be replaced or refunded regardless of the made-to-order status.

Delivery Acceptance Responsibilities

To ensure smooth delivery, please be aware of your responsibilities:

Availability

Customers are expected to be available to accept delivery at any time within the quoted delivery window. Delivery windows are typically provided as:

• A specific day (e.g., "Tuesday, 3rd February")
  
• A morning or afternoon slot (e.g., "Morning: 8am–1pm" or "Afternoon: 1pm–6pm")
  
• A time range (e.g., "Between 10am and 2pm")

We are unable to expedite or delay deliveries once an order has been placed. Delivery schedules are managed by our courier partners based on route efficiency, and specific time requests cannot be accommodated unless a premium service is purchased.

Failed Deliveries

If you are not available to accept delivery:

• The courier will leave a card with instructions for redelivery or collection
  
• You may be charged additional storage or re-delivery fees
  
• Persistent failed delivery attempts may result in the order being returned to us

Re-delivery charges: If a delivery fails due to customer unavailability or incorrect address information, you will be responsible for any re-delivery costs charged by the courier.

Delivery Restrictions

Any delivery restrictions must be communicated at the point of purchase, including:

• Access restrictions (narrow roads, parking limitations, gated communities, etc.)
  
• Building restrictions (lift size, stair width, doorway dimensions)
  
• Time restrictions (concierge hours, building management rules)
  
• Special handling requirements

Failure to communicate these restrictions may result in:

• Failed delivery attempts
  
• Additional charges for re-delivery or specialist access equipment
  
• Cancellation of the delivery if access is impossible

If you have any concerns about access or delivery logistics, please contact us before placing your order so we can advise on the best approach.

Scottish Highlands and Islands

We are pleased to offer delivery to the Scottish Highlands and Islands, but additional surcharges apply to cover the increased logistics costs.

Surcharge

A £19 additional surcharge applies to deliveries to the Scottish Highlands and Islands.

Affected postcode regions include:

• PH (Perth and Perthshire – remote areas)
  
• PA (Paisley and Argyll – remote areas)
  
• KW (Kirkwall and Orkney)
  
• IV (Inverness and Highlands)
  
• AB (Aberdeen and Aberdeenshire – remote areas)
  
• ZE (Shetland Islands)

This surcharge will be automatically calculated at checkout when you enter your delivery postcode.

Restrictions for Made-to-Order Furniture

We do not currently ship made-to-order furniture to:

• Scottish Islands (including Orkney, Shetland, Western Isles, and other offshore islands)
  
• Northern Ireland
  
• Republic of Ireland
  
• Isle of Man
  
• Channel Islands

This restriction applies only to made-to-order and bespoke furniture items. Standard stock items may still be available for delivery to some of these locations, subject to courier availability.

If you are unsure whether your address is eligible for delivery of a specific item, please contact us before placing your order.

Faults or Damages

Your items are carefully packaged and handled to minimize the risk of damage during transit. However, if any issues occur, please follow these steps:

Immediate Inspection

All items must be checked immediately upon delivery, before the courier leaves if possible.

If you notice any of the following, please:

• Note the issue on the delivery receipt or proof of delivery document
  
• Take photographs of the damage and packaging
  
• Contact us immediately

Reporting Faults or Damage

Any faults or transit damage must be reported within 24 hours of receipt. This is critical to ensure we can:

• Investigate the issue promptly
  
• Claim against courier insurance if applicable
  
• Arrange a replacement or collection without delay

To report a fault or damage:

Email: hello@downtonhome.com
Telephone: 020 3051 9233
Office Hours: Monday to Friday, 9am–5pm

Evidence Required

Photographic evidence is required to allow investigation and resolution. Please provide:

• Clear photos of the damaged item from multiple angles
  
• Photos of the packaging showing any external damage
  
• Photos of any missing parts or accessories
  
• A copy of the delivery note or proof of delivery

Resolution Process

Once we receive your report:

1. We will assess the damage and determine the best course of action
   
2. Resolution may take additional time while enquiries are completed with the manufacturer or courier
   
3. We will keep you informed throughout the process
   
4. Options may include repair, replacement, or refund depending on the nature and extent of the damage

Please do not dispose of damaged items or packaging until we have confirmed the resolution, as the courier or manufacturer may need to inspect them.

For full details on your rights regarding faulty goods, please see our Terms of Service and Returns Policy.

Delivery Times and Windows

Most deliveries are made Monday to Saturday between 8am and 9pm, depending on the courier service and your location.

Typical delivery windows:

• Morning deliveries: 8am–1pm
  
• Afternoon deliveries: 1pm–6pm
  
• Evening deliveries: 6pm–9pm (less common, usually for certain couriers or areas)

Sunday deliveries: Not typically available except during peak periods or by special arrangement.

Public holidays: Deliveries are not made on UK public holidays (bank holidays, Christmas Day, Boxing Day, New Year's Day, etc.).

Deliveries outside Mainland UK are subject to courier availability and cannot be guaranteed. If you are ordering to a remote or offshore location, please contact us to confirm whether delivery is possible before placing your order.

International and Non-Mainland UK Deliveries

At this time, we do not offer delivery to:

• Northern Ireland
  
• Republic of Ireland
  
• Isle of Man
  
• Channel Islands (Jersey, Guernsey, etc.)
  
• Offshore Scottish Islands (for made-to-order furniture)
  
• International addresses outside the UK

We are working to expand our delivery coverage in the future. If you would like to be notified when delivery to your region becomes available, please contact us and we will add you to our mailing list.

Contact Us

If you have any questions about delivery, need to arrange a specific delivery date, or require assistance with a delivery issue, please contact our Customer Service team:

Email: hello@downtonhome.com
Telephone: 020 3051 9233
Office Hours: Monday to Friday, 9am–5pm

Our team is here to help ensure your delivery experience is as smooth and stress-free as possible.

Changes to This Policy

We reserve the right to amend this shipping and delivery policy at any time to reflect changes in our operations, courier services, or geographic coverage. Any changes will be posted on this page, and the updated policy will apply to all orders placed after the change date.

The shipping policy in effect at the time you place your order will govern the delivery of that order.

Last Updated: January 2026

Downton Home Furnishings Ltd
Company Number: 14979337
Registered Office: 124 City Road, London, United Kingdom, EC1V 2NX

For our full Terms of Service, please visit: https://www.downtonhome.com/pages/terms-conditions

For our Returns Policy, please visit: https://www.downtonhome.com/pages/returns-information