Delivery Issues, Returns & Complaints Policy

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At Florence Furniture, we aim to provide a smooth and reliable delivery experience. Please read this policy carefully to understand our delivery procedures, how to report damaged or faulty furniture, and how returns and complaints are handled.

Delivery Damage & Issues

Damage Identified at Delivery

We recommend that customers inspect their furniture upon delivery and, where possible, identify any visible damage while the delivery team is still present.

If damage is identified, please inform the delivery team immediately and take clear photographs or videos of the affected areas, including the packaging where relevant. Please also notify Florence Furniture as soon as possible, providing your order number and supporting evidence.

Where appropriate, we will investigate the issue and seek a suitable resolution. Depending on the circumstances, this may include replacing the affected part, arranging a repair, providing a replacement product or offering another appropriate remedy.

In some cases, we may suggest an alternative solution, such as ordering replacement parts and arranging a repair. Any proposed resolution will be discussed with you beforehand and agreed upon where required.

Damage Reported After Delivery

If damage is discovered after the delivery team has left, please contact us as soon as reasonably possible with clear photographs or videos, your order number and a description of the issue.

Customers may be asked to provide supporting evidence to help us investigate the claim. Delivery paperwork, including electronic confirmation of receipt, may be considered as part of our assessment.

A signed delivery confirmation does not automatically prevent a claim from being considered. All reports will be assessed according to the available evidence and applicable UK consumer protection legislation.

Nothing in this policy limits your statutory rights in relation to furniture that was damaged, faulty or not as described when delivered.

Delivery Records & Evidence

To help us investigate delivery-related complaints, customers should retain their delivery confirmation and record the following details wherever possible:

Delivery date: The date the furniture was delivered.
Delivery time: The approximate time the delivery took place.
Delivery personnel: The name of the delivery driver, delivery team or delivery company, where available.
Order details: Your order number and the items delivered.
Supporting evidence: Photographs or videos of the furniture, packaging and any reported damage.

If a complaint is made, we may request relevant delivery records, electronic proof of delivery, photographs, delivery notes or other supporting evidence.

Where delivery is carried out by a third-party delivery company, we may use the provider’s records to help establish the circumstances surrounding the delivery.

Providing accurate information helps us assess complaints fairly and determine the most appropriate resolution. However, missing delivery records or a signed delivery confirmation will not automatically invalidate a claim where a customer has statutory rights.

Failed Delivery & Customer Unavailability

Customers are responsible for ensuring that someone is available to receive their order at the agreed delivery time and that the delivery address and access arrangements are suitable.

If you need to cancel or rearrange a delivery, please contact us as early as possible. Late cancellations or missed deliveries may result in additional costs where these are reasonable, disclosed in advance and legally recoverable.

Where a delivery fails because the customer is unavailable or has not provided the necessary access, we will contact the customer to arrange a new delivery date.

Any applicable redelivery charge will be communicated before a new delivery is arranged. Charges will reflect the circumstances and costs reasonably incurred, subject to applicable consumer law.

If a delivery cannot be completed for reasons attributable to Florence Furniture or our delivery provider, we will work with you to arrange an appropriate resolution without charging you for correcting our error.

Furniture That Does Not Fit

Customers should carefully check the dimensions of their chosen furniture and the access routes into their property before placing an order.

Please measure doorways, hallways, staircases, lifts and any other areas through which the furniture must pass. Consider the overall dimensions of the furniture, including its height, width, depth and any removable sections.

If delivery cannot be completed because the furniture does not fit through the available access routes, we will discuss the available options with you.

Where a failed delivery results from incorrect measurements, insufficient access or other circumstances within the customer’s control, reasonable additional delivery costs may apply if disclosed in advance and permitted by law.

If you choose an alternative product, any additional delivery costs will be explained before you agree to proceed.

This section does not affect any cancellation rights or other statutory rights you may have.

Incorrect Items Delivered

If you receive an incorrect item due to an error by Florence Furniture or our delivery provider, please contact us promptly with your order number and photographs of the item received.

We will investigate the issue and arrange an appropriate resolution, which may include collecting the incorrect item and delivering the correct product without additional delivery charges to you.

If an incorrect item was ordered by the customer, we will review the circumstances and explain the available options and any applicable costs before proceeding.

Your statutory rights remain unaffected.

Missing Parts & Accessories

If your furniture arrives with missing components, such as feet, decorative cushions, fittings or other accessories, please contact us with your order number and details of the missing items.

Where suitable, we may arrange for small missing components to be sent directly to you.

If the missing components affect the safe use, assembly or essential function of the furniture, we will assess the issue and determine an appropriate resolution in accordance with our legal obligations.

Please provide photographs or other supporting information where reasonably requested.

Returns & Cancellations

Change-of-Mind Returns

If you purchase furniture online, you will generally have a statutory right to cancel your order within 14 days of receiving your goods, subject to applicable legal exceptions.

You must notify us of your decision to cancel within the applicable cancellation period. Following cancellation, you will generally have a further 14 days to return the goods.

Unless we have agreed otherwise or the law requires us to do so, customers are responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right, provided the required information about return costs was supplied before purchase.

Furniture should be handled with reasonable care while you inspect it. Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction for any resulting loss in value, where permitted by law.

Extended Returns Policy

Where Florence Furniture offers an extended change-of-mind return period beyond statutory rights, the applicable terms and timeframe will be communicated to customers.

Any restocking or return fee must be disclosed clearly before purchase and will only apply where legally permitted. Such fees will not be applied to remove or restrict statutory remedies for faulty, damaged or incorrectly described goods.

Faulty or Damaged Furniture

Faulty or damaged goods are treated separately from change-of-mind returns.

If your furniture is faulty, damaged on arrival or not as described, please contact us with your order number, a description of the problem and supporting photographs or videos.

We will assess the issue and provide an appropriate remedy in accordance with the Consumer Rights Act 2015 and other applicable legislation. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

A standard return fee or restocking charge will not be used to restrict your statutory rights.

Refunds & Deductions

Where a refund is due, we will explain the applicable process and timescale.

Any deduction for damage, handling or loss in value will only be made where legally permitted and supported by the circumstances. Where a refund is required because goods are faulty or another statutory remedy applies, the relevant legal requirements will be followed.

Reporting a Complaint

If you experience a problem with your furniture, delivery or order, please contact our customer service team.

Email: florence-furniture@outlook.com

To help us investigate your complaint, please include:

Your full name.
Your delivery address.
Your order number.
Your delivery date and approximate delivery time.
The name of the delivery company or delivery personnel, where available.
The product or item concerned.
A clear description of the issue.
Clear photographs or videos showing the fault, damage or missing components, where relevant.
Any relevant delivery paperwork, electronic proof of delivery or other supporting evidence.

We may request additional information where reasonably necessary to assess your complaint. Providing complete information helps us investigate efficiently and determine the most appropriate next steps.

We will review your complaint fairly and communicate with you regarding the outcome and any proposed resolution.

Independent Furniture Inspections

In certain circumstances, an independent furniture inspection may help establish the cause of a reported fault.

If an inspection is considered necessary, we will explain the proposed arrangements and any costs before you commit to them.

Customers should not arrange a paid inspection on the assumption that the cost will automatically be reimbursed. Reimbursement will depend on the circumstances, any agreement made in advance and applicable legal obligations.

Where an inspection identifies a manufacturing defect, we will consider the report and determine an appropriate remedy. If the inspection does not identify a manufacturing defect, the report will still be assessed fairly alongside the other available evidence.

Nothing in this section requires a customer to pay an inspection fee where doing so would unlawfully restrict their statutory rights.

Complaints Reported After Six Months

If a fault becomes apparent more than six months after delivery, the evidence required to establish the cause of the problem may differ from a claim made shortly after delivery.

Under the Consumer Rights Act 2015, the legal presumption that a fault existed at delivery generally applies during the first six months, subject to legal exceptions. After this period, the customer may need to demonstrate that the goods did not conform to the contract at the time of delivery.

Supporting evidence may include photographs, videos, maintenance records or an independent furniture inspection report.

If you are considering an independent inspection, please contact us first so that we can discuss the issue and the available options. Any proposed inspection costs and reimbursement arrangements should be agreed in advance where possible.

We will assess the evidence and determine the appropriate next steps in accordance with applicable consumer law. A complaint will not be rejected solely because it was made more than six months after delivery or because an independent inspection has not been obtained.

Wear & Tear

Furniture is subject to normal wear and tear through everyday use. The appearance and condition of upholstery, cushions, fillings and other components may change over time.

Normal wear and tear, accidental damage, misuse and inadequate maintenance are generally not covered by the manufacturer’s warranty, where these exclusions are lawful.

However, if you believe a change in condition is caused by a manufacturing defect or a failure to meet the requirements of applicable consumer law, please contact us so that we can assess the circumstances.

Where a refund is legally appropriate after a period of use, any deduction for use or loss in value will be considered only where permitted by law.

Our Commitment to UK Consumer Law

Florence Furniture is committed to complying with applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.

Nothing in this policy excludes, restricts or replaces any statutory rights or remedies that cannot legally be excluded or restricted.

We aim to resolve delivery issues, returns and complaints fairly, transparently and in a reasonable timeframe.