Shipping policy

Shipping & Delivery Policy – Downton Home

Last updated: 14 October 2026

At Downton Home, operated by Downton Home Furnishings Ltd, we aim to deliver purchases safely, efficiently and with clear information about delivery charges, services and estimated arrival times. This policy explains our delivery arrangements, including parcel and furniture deliveries, made-to-order items, access requirements, remote areas, missed deliveries and the process for reporting problems. Please read it alongside the delivery information shown on the relevant product page, the delivery choices offered for your address and our Return and Refund Policy.

Important: Delivery availability, charges and estimated lead times can differ between suppliers and products. We will explain relevant delivery charges and restrictions before you place an order. Where an item has an unusually long lead time, requires specialist access or attracts a non-standard delivery charge, this must be made clear before purchase. Your statutory consumer rights are not affected by this policy.

1. Important Delivery Information

Before placing an order, please check the product description, stock or pre-order status, estimated delivery timeframe and the delivery information presented for your chosen destination. For large or fragile items, please also check dimensions and access requirements. Some items are shipped directly by our suppliers or from different distribution centres; delivery methods and times may therefore vary.

If a particular delivery date is essential, for example for a planned event or installation, contact us before ordering to confirm whether the date can be agreed. A date shown as an estimate should not be treated as a guaranteed appointment unless we expressly confirm it as such.

2. Delivery Timeframes and Order Processing

Estimated delivery times depend on product availability, supplier processing, warehouse location, delivery address and courier arrangements. The estimate applicable to a particular item is shown on the product page or communicated before purchase. The delivery period agreed when the order is placed forms part of the order arrangements.

Delivery estimates are provided in good faith. Courier disruption, severe weather, manufacturing issues and periods of high demand can sometimes cause delays. If a material delay becomes apparent, we will contact you with an updated estimate and explain your options.

For consumer orders, we will deliver without undue delay and, unless a different delivery period has been agreed with you, within 30 days of the contract being made, in accordance with the Consumer Rights Act 2015. Your legal remedies for late or non-delivery are not removed by descriptions of delivery times as estimates.

3. UK Delivery Coverage

Delivery coverage depends on the products ordered, the shipping profile assigned to them and the address entered. Our standard UK delivery profile offers services to eligible United Kingdom destinations. This does not mean that every product, supplier or courier delivers to every UK postcode.

Most standard furniture deliveries are intended for addresses in mainland Great Britain (England, Scotland and Wales, excluding islands that require air or sea transport), subject to product and courier coverage. Some standard products may also be deliverable to Northern Ireland, offshore destinations or other addresses where a suitable service is offered. Large, bespoke, made-to-order and supplier-managed items can be subject to narrower delivery areas.

Please check the product's delivery details and the available delivery methods for your address before paying. If your delivery destination is not offered or a delivery restriction is indicated, contact us before placing the order. We will not promise delivery to a destination for which the relevant product has no available service.

4. Standard UK Delivery Charges

For products assigned to our general UK shipping profile, the following standard delivery options are configured:

  • Eligible orders below £125: standard UK delivery costs £9.
  • Eligible orders of £125 or more: free standard UK delivery is available.

These are the general-profile options, not a guarantee for every product or postcode. Supplier-managed, large, fragile, bulky, specialist or mixed-basket orders may have different delivery rates or available methods. The free option is available only where the order and destination qualify for it.

Where a delivery charge is known or can reasonably be calculated, we aim to make it clear alongside the product offer and before you make a purchasing decision. Any necessary delivery charges, additional services and the full amount payable will also be shown before you confirm payment. If a specific product cannot be delivered at the general-profile rate, the applicable rate or calculation method must be made clear before purchase.

5. Postcode Surcharges and Remote Areas

Additional delivery charges, longer delivery times or service restrictions may apply to remote locations or products requiring specialist freight. These are assessed by product, courier and postcode; they are not automatic charges on every order in a postcode district.

Areas that may require a separate delivery quotation or specialist-service check include parts of the following postcode regions:

  • DG – Dumfries and Galloway
  • EH – Edinburgh and parts of East Lothian
  • G – Glasgow and surrounding areas
  • KA – Ayrshire and Kilmarnock
  • ML – Motherwell and Lanarkshire
  • TD – Galashiels and the Scottish Borders
  • AB – Aberdeen and Aberdeenshire
  • DD – Dundee and Angus
  • FK – Falkirk and Stirlingshire
  • IV – Inverness and the Highlands
  • KY – Kirkcaldy and Fife
  • KW – Orkney and surrounding areas
  • PA – Paisley, Argyll and the islands
  • PH – Perth and Perthshire
  • ZE – Shetland Islands

Remote areas sometimes requiring particular review include IV40 onward, KW16 onward, PA20 onward and PH41–PH44. Inclusion on this list does not mean a surcharge necessarily applies, and other postcodes may also be subject to specific restrictions.

The correct charge and service, if available, must be checked for the specific product and delivery address and clearly communicated before you pay. No unagreed delivery surcharge will be added after purchase.

6. Additional Delivery Considerations and Charges

Delivery methods and costs can be affected by the size and weight of the goods, fragile or specialist handling, delivery location, limited vehicle access, requested premium services, and the need for two-person or pallet delivery.

Where a service such as room-of-choice delivery, packaging removal, assembly, timed delivery or White Glove delivery is offered, its inclusions and any additional price will be explained before purchase or before you separately agree to that service. These services are not included with ordinary doorstep or kerbside delivery unless expressly stated.

If unusual restrictions at your property create a need for a genuinely additional service, we will discuss the practical options and any proposed charge with you. Any charge must be appropriate, supported by the circumstances and agreed where required; it will not be added retrospectively without an applicable contractual basis.

7. Delivery Methods and Courier Partners

We use independent delivery services and supplier-appointed couriers. Depending on the item and origin, deliveries may be handled by providers such as DPD, Royal Mail, DHL, DX Freight, Panther Logistics, pallet networks or specialist furniture logistics partners. The actual carrier may vary and cannot be guaranteed for a particular order unless specifically confirmed.

Smaller items and samples are generally transported through parcel or postal networks. Larger or more fragile furniture may require a two-person delivery team or palletised freight. Delivery service descriptions in this policy are typical arrangements and may not be available for every item.

8. DPD and Other Parcel-Courier Deliveries

Where an eligible in-stock item is dispatched through DPD or a comparable next-working-day parcel service, delivery may take place on the next working day after dispatch. This is an estimate based on the courier service used, not a guarantee that an order will arrive the day after it is placed.

Depending on the service and destination, parcel couriers may offer:

  • Tracking through an app, link or courier website
  • Notification of the expected delivery day
  • A narrower delivery window, sometimes approximately one hour
  • Options to rearrange delivery or select an authorised delivery instruction, where offered

Courier options are subject to the carrier's operational rules and availability. A signature, identification or receipt by a responsible adult may be required for some orders. Please check the notifications issued for your particular delivery.

9. Royal Mail Deliveries and Samples

Wallpaper, paint, fabric and other small samples may be dispatched through Royal Mail or another postal service. Where Royal Mail 2nd Class is used, an indicative transit time is two to three working days after dispatch, although it can take longer during busy periods, public holidays, industrial disruption or adverse weather.

Some postal services provide limited tracking and may not require a signature. If an item does not fit through a letterbox, the delivery operator may leave instructions for collection or rearranged delivery. If a sample has not arrived within five working days after dispatch, please contact us so that we can investigate. This contact recommendation does not reduce your rights if the goods are not delivered.

10. Large Furniture, Two-Person and Pallet Deliveries

Large, heavy or unusually fragile items may require specialist furniture carriers, two-person teams or a pallet network. The delivery service available will be indicated for the item, and we recommend checking the exact service before ordering.

Pallet delivery may include:

  • The product secured to a pallet for safe transport
  • Transport on a vehicle fitted with suitable unloading equipment
  • Unloading to a safe kerbside or accessible ground-level location, rather than inside the property
  • Leaving pallet and protective packaging with the recipient, where that is the applicable service

Two-person or specialist furniture delivery may include:

  • Appointment scheduling with the carrier
  • Careful handling of bulky or fragile products
  • Delivery to the agreed point or room, only where the booked service expressly includes this

Ordinary delivery does not necessarily include stairs, assembly, moving existing furniture, disposing of pallets or removing packaging. If you need any of these services, contact us before ordering and we will confirm what can be arranged, including applicable costs.

11. White Glove and Enhanced Delivery Services

For selected furniture, an upgraded delivery service may be available on request. Depending on the supplier and provider, an enhanced service might include a two-person team, delivery to a chosen room, unpacking, removal of packaging or assembly.

Nothing in this list should be assumed to be included unless confirmed in writing for your order. Please ask us for a quotation and an explanation of the service limitations before arranging enhanced delivery. Properties with restricted access or additional flights of stairs may require assessment.

12. Multiple-Item Orders and Split Deliveries

An order containing several products may arrive in separate consignments when goods are supplied from different warehouses, carry different stock or manufacturing lead times, or require different couriers. For example, an in-stock lamp may be ready before a made-to-order sofa with a significantly longer lead time.

Where separate deliveries are arranged, we will provide relevant dispatch and tracking information as it becomes available. Separate parcels or vehicles may arrive on different dates.

If you require everything to arrive together, please contact us before placing the order. We will tell you whether a consolidated delivery can be arranged, whether this changes the delivery estimate, and whether an additional service charge applies. We will not alter an agreed delivery arrangement without appropriate notice and agreement.

13. Tracking, Dispatch Notifications and Communication

Once your order or a particular consignment is dispatched, we will provide the information available to us, which may include:

  • An order or dispatch confirmation email
  • The courier's name and tracking reference, where supplied
  • An estimated delivery day or appointment window
  • Instructions for rearranging a delivery, when offered
  • Details of any specialist unloading or access requirements

Not every courier or supplier offers live tracking or an exact time slot. Please ensure the email address, telephone number and delivery address supplied at checkout are accurate. Check your spam or junk folder for automated courier messages.

If you think information is incorrect or you have not received an expected update, contact hello@downtonhome.com or 020 3051 9233.

14. Delivery Dates, Time Windows and Appointments

Delivery services operate at different times depending on the carrier, destination and product. Some deliveries may take place Monday to Saturday between approximately 8:00am and 9:00pm, but this is a general indication and not a promise that every service operates throughout those hours.

Where the courier offers an appointment, the notification may give a specific day, a morning or afternoon period, or a narrower window such as 10:00am–2:00pm. Examples sometimes used by providers include:

  • Morning: approximately 8:00am–1:00pm
  • Afternoon: approximately 1:00pm–6:00pm
  • Evening: approximately 6:00pm–9:00pm, where available

Exact times are subject to the actual booking. Sunday or bank-holiday delivery is uncommon for many services but may be available for particular carriers. Do not rely on a requested delivery time unless it has been confirmed.

Where time is essential, please tell us before placing the order so that any agreed deadline can be recorded.

15. Bank Holidays, Seasonal Demand and Disruption

Deliveries may take longer during Christmas and New Year, Black Friday, other peak sale periods, bank holidays, adverse weather, transport disruption, industrial action and supplier or manufacturing interruptions.

We will notify you of a material change to an agreed delivery timeframe when we become aware of it and discuss any appropriate options. Delays outside our reasonable control do not automatically extinguish your statutory remedies for late or non-delivery.

For gifts or projects with fixed deadlines, please contact us before ordering to check whether the requested date can be met.

16. Pre-Order, Made-to-Order and Bespoke Furniture

Some furniture is supplied on a pre-order, made-to-order or bespoke basis. The product page or order confirmation should make the relevant status and lead time clear before purchase.

For certain upholstered or customised items, an indicative lead time may be 10–14 weeks from order confirmation. This is not a standard lead time for every made-to-order product: the estimate or agreed period stated for the individual product takes precedence.

Lead times may be affected by fabric or finish selection, production scheduling, supplier stock, quality checks, shipping and customs. If a supplier reports a material delay, we will contact you and explain the updated position and your options.

An item should not be described as exempt from statutory change-of-mind cancellation merely because it is ordered from a supplier, assembled after purchase or not held in stock. Cancellation rights may be restricted for goods genuinely made to the customer's specifications or clearly personalised, as defined in the applicable regulations.

17. Cancellation and Changes to Made-to-Order Items

Where an item genuinely qualifies as bespoke or made to the customer's specifications, the usual 14-day distance-selling change-of-mind cancellation right may not apply. If you wish to cancel or change such an order, please contact us immediately, ideally within three days of placing it, while there may still be an opportunity to stop production or agree an alteration.

The three-day period is a request for early contact, not a blanket rule that removes cancellation rights on ordinary products. Where the normal statutory cancellation right applies, it will be honoured. Where a contract is genuinely bespoke and production has started, any request to cancel or amend outside applicable legal rights will be considered case by case, and we will explain any proposed consequences before agreeing changes.

Please carefully review dimensions, fabrics, finishes, configurations, access requirements and delivery addresses before confirming a bespoke order. Our customer service team can assist with questions or samples where available.

18. Delivery Address and Customer Preparation

Please provide a complete, accurate delivery address, including postcode, building or apartment information, a suitable telephone number and any important delivery instructions.

For larger items, we recommend that you:

  • Measure all relevant doorways, corridors, stairs, turns, lifts and ceiling heights
  • Confirm the product dimensions, including packaged dimensions where provided
  • Check parking, loading, road width and vehicle access
  • Tell us about steps, gates, gravel drives, steep slopes or uneven approaches
  • Clear a safe route and protect fragile personal belongings
  • Arrange any assistance needed after the point where the contracted delivery service ends
  • Ensure an authorised person can receive the goods at the agreed time

If you have access concerns, tell us before buying so we can establish whether the booked service can be performed safely. We are happy to discuss available options, but we cannot guarantee that a product will fit through an unsuitable access route.

19. Restricted Access and Additional Handling

Some delivery vehicles or teams may be unable to enter private roads, narrow lanes, low-clearance entrances, weight-restricted bridges, inaccessible upper floors or premises without safe unloading space.

If access restrictions were not disclosed and the agreed service genuinely cannot be completed safely, we will discuss alternative delivery arrangements. Where a further attempt or specialist service incurs reasonable additional costs, we will explain the proposed amount and basis before it is arranged, taking account of the contract and your consumer rights.

We are not responsible for a customer's inaccurate measurements, but we remain responsible for carrying out our own agreed delivery obligations with reasonable care and skill and for our statutory duties. We will not impose blanket charges where the failure is ours or our appointed carrier's fault.

20. Missed Deliveries, Redelivery and Storage

If nobody is available to receive a scheduled delivery where attendance is required, the carrier may leave a notification or contact you to rearrange it. A return-to-depot, repeat visit or collection arrangement may be necessary.

Where an agreed delivery fails because the customer supplied a materially incorrect address, was unavailable at a confirmed appointment or failed to disclose a relevant restriction, reasonable additional redelivery or storage charges may apply, but only where contractually justified and disclosed as required. We will tell you what any proposed charge is and why it has arisen before making further arrangements.

If the delivery fails because of our mistake or that of our appointed courier, we will address the issue without passing an unjustified charge to you. Repeated unsuccessful attempts will be assessed individually and do not automatically cancel a customer's statutory rights.

21. Scottish Highlands, Islands and Other Non-Standard Destinations

Some standard items can be delivered to areas of the Scottish Highlands or to islands, subject to product and courier availability. Some bulky, palletised or made-to-order furniture may not be serviceable at those addresses.

Areas that commonly require checks include PH, PA, KW, IV, AB and ZE postcodes and destinations requiring ferry or air transport. Charges and expected lead times vary with the product, delivery network and destination.

A surcharge is not assumed for every Highlands or Islands order. Any surcharge for the actual service must be disclosed clearly before the customer pays. Where shipping is unavailable, we will not accept an order on the understanding that we can deliver it without first confirming a workable service.

22. Northern Ireland, Republic of Ireland, Isle of Man and Channel Islands

Delivery to Northern Ireland, the Republic of Ireland, the Isle of Man, Jersey, Guernsey and other offshore destinations is product-dependent. Some standard goods may have suitable courier options, while specialist furniture, certain supplier shipments and genuinely bespoke items may be restricted.

In particular, supplier-managed and made-to-order furniture is often unavailable to destinations that require specialist cross-border or island logistics. Please check delivery availability for the specific item and address before purchase.

We do not make a blanket promise that we deliver every item to these locations. Equally, a general restriction on one type of furniture does not mean every small or standard item is excluded. Where duties, taxes, clearance fees or special handling are applicable, the customer must be told the relevant responsibilities and charges in advance as required by law.

23. International Delivery

Our general shipping configuration includes selected international service zones, but this does not mean every product can be dispatched internationally. Availability depends on the item, supplier, customs requirements and delivery destination.

For any international order, check the eligible countries, delivery charge, estimated timeframe and responsibility for import taxes or customs clearance before completing the order. We will explain any duties or fees we know are payable and any charges that cannot reasonably be determined in advance as required by law. Please contact us if you need a written delivery quotation or if a product does not offer an international service at checkout.

24. Acceptance, Inspection and Proof of Delivery

When your goods arrive, please examine the exterior of the packaging and, if reasonably possible, inspect the contents promptly. For pallet or furniture deliveries, please check the number of packages and look for any obvious damage before the driver leaves, where practical and safe.

If damage is apparent, you can note the condition on the carrier's record and take photographs of the goods, carton and delivery label. If you cannot inspect immediately, you may note that the package was unchecked, where the courier offers this option.

Signing for a delivery or not recording visible damage at the doorstep does not automatically remove your legal rights. Proof of delivery is one part of the evidence considered in an investigation; it does not override consumer protection law.

We recommend keeping the packaging for a reasonable period, particularly for large furniture, in case an issue needs investigation or collection. Do not discard a damaged item before discussing practical arrangements with our team, where possible.

25. Faults, Missing Items and Transit Damage

All shipments should reach you in the condition and quantity agreed. If an item is broken, defective, incomplete, missing or not as described, please contact us promptly.

For visible transit damage, we ask that you contact us as soon as reasonably possible, ideally within 48 hours, with your order number, a description of the problem and photographs if available. Prompt contact can help us investigate the incident with the courier or supplier. This is a request, not a strict deadline for all fault claims. The previous wording requiring every issue to be reported within 24 hours does not apply under this revised policy.

Where possible, please provide:

  • Clear photographs of the affected item and damage
  • Images of external and internal packaging
  • Photographs of the delivery label, product label or relevant identification
  • Details of any missing parts and, if available, the delivery note
  • Your order number, delivery date and preferred contact details

Photographs are helpful but will not be treated as an absolute precondition for exercising statutory rights. If the issue cannot reasonably be photographed, please describe it and we will discuss other suitable evidence.

26. Our Responsibility for Delivery and Transit Risk

Under the Consumer Rights Act 2015, goods normally remain at our risk until they come into the physical possession of the customer or a person the customer has identified to receive them. If we appoint the delivery carrier, responsibility for loss or damage before that point ordinarily remains with us.

An exception may apply where the customer independently commissions a carrier not offered by us: in that case, the legal risk may transfer when we hand the goods to that carrier.

If a carrier we appointed loses, misdelivers or damages the goods, please contact Downton Home. We will investigate and provide the appropriate remedy; you do not need to pursue our appointed courier yourself to assert your consumer rights.

27. Resolution of Delivery Problems

After receiving a report, we will review the information, contact the supplier or delivery provider where appropriate, and keep you reasonably informed of progress. Depending on the circumstances and your statutory rights, possible outcomes include:

  • Supplying missing components or an incorrectly omitted item
  • Repairing or replacing damaged goods
  • Arranging a collection or redelivery
  • Agreeing an appropriate reduction in price
  • Refunding goods where required by law

Inspection or investigation should not impose an unreasonable obstacle to a legal remedy. Our processes cannot override rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

28. Late, Failed or Non-Delivery

If a product does not arrive by the agreed deadline, please contact us so we can investigate. If the delivery period was essential to the contract, or where the legal conditions for cancellation for late delivery are met, you may be entitled to end the contract and receive a refund.

Otherwise, the law may allow a reasonable additional period for delivery before a consumer can cancel for non-delivery. We will explain the available options and aim to resolve matters fairly.

A general statement that delivery estimates are not guaranteed does not exclude rights under the Consumer Rights Act 2015, including the rule that goods are normally delivered within 30 days unless another period is agreed.

29. Cancellations, Refusals and Returns Following Dispatch

If you wish to cancel an order, please notify us as soon as possible. A cancellation request made after dispatch may require a return or collection arrangement, depending on the product and the applicable cancellation right.

For eligible distance purchases, customers normally have 14 days after receiving the goods to notify us of a change-of-mind cancellation, followed by a further 14 days to send them back, subject to statutory exceptions. The cost of a change-of-mind return is governed by the information provided before purchase and applicable consumer law; it is not automatically a failed-delivery penalty.

Where goods are faulty or misdescribed, your statutory rights are separate from the change-of-mind process. For full details, see our Return and Refund Policy.

30. Business and Trade Orders

Where goods are purchased wholly for business purposes, separate commercial terms may apply if agreed. Consumer-specific statutory cancellation rules generally do not apply to business-to-business purchases. Delivery charges, locations, return arrangements and lead times for trade orders should be confirmed as part of the relevant contract.

Any business-specific arrangements do not override statutory consumer rights for qualifying purchases made by individuals acting as consumers.

31. Contact Us

For questions about product availability, delivery estimates, tracking, courier arrangements, remote-area surcharges, access issues or delivery problems, contact our Customer Service team:

Email: hello@downtonhome.com
Telephone: 020 3051 9233
Customer Service Hours: Monday to Friday, 9:00am–5:00pm
Website: https://www.downtonhome.com

Please include your order number where relevant. We aim to respond promptly and help you resolve any delivery concerns.

32. Business Details

Trading name: Downton Home
Registered company: Downton Home Furnishings Ltd
Company number: 14979337
Registered office: 124 City Road, London, EC1V 2NX, United Kingdom
Customer service email: hello@downtonhome.com
Customer service telephone: 020 3051 9233

33. Changes to This Policy

We may update this policy when our products, suppliers, courier networks, delivery arrangements or applicable laws change. Any revised policy will be published on our website with the updated date.

Changes will not retrospectively remove contractual or statutory rights arising from an existing order. The information and delivery terms agreed at the time of purchase will be considered alongside your rights under applicable law.

This policy should be read with our Return and Refund Policy and Terms of Service. If any wording in this policy conflicts with mandatory consumer protection law, the applicable law takes precedence.

Downton Home Furnishings Ltd
Last updated: 14 October 2026