Delivery & Returns

Delivery FAQ

Do you offer free delivery?
You can now enjoy free delivery for small and standard size parcels for orders over £200 and furniture orders over £4,000. Applies for UK Mainland delivery only

Why is my order delayed?
Some orders may be delayed if awaiting item availability. To alleviate further delay, your order may arrive in separate deliveries. Any missing items will be delivered as soon as they are available from our suppliers.

I have not received my full order; what should I do?
If your online order is not as expected, please contact our Customer Service team via our Help Centre, and include your order number throughout all enquiries.

Why have I been given a refund?
Unfortunately, on the rare occassion that all or part of your order is out of stock, we have had no other choice than to refund you. If your order has been cancelled, you will receive a separate email from our Customer Service team with further information.

Please rest assured that your refund will be processed shortly and will take up to 5 working days to clear. You will receive a confirmation once this has been actioned.

We are deeply sorry for any inconvenience this may cause, and we would like you to know that this is not a reflection of the usual Conran Shop experience.

Call & Collect
Furniture and large lighting orders will be held at the Store for seven working days following a date agreed via phone call or email, while accessory items will be kept for 14 working days from notifying you that the order is ready to collect. If items are not collected, your order will be returned and cancelled.

We are happy to accommodate customers who have exceptional needs for this, so please let our Customer Service team know when we call you, and we’ll be happy to help in any way we can. Some large items, such as sofas and large tables, are excluded from our Call & Collect service.

If you have any questions regarding this service, please contact us by submitting a help request.

Parcel Delivery

How long will my delivery take?
Our standard service currently aims for delivery within 2 to 14 working days from dispatch for in-stock items, depending on the product. Please see our table of estimates below for a better idea.

In-stock orders placed by 12 pm on a working day will be dispatched that day; orders placed over the weekend will be dispatched on the next working day.

Items that carry a lead time will be delivered within 5 working days from arrival at our warehouse. Please note that some in-stock furniture requires a special delivery due to its intricate nature, which may take longer than the date specified; we will contact you directly to arrange this.

Deliveries are usually made between 07.30 and 19.30, Monday to Saturday and usually require a signature on delivery. We regret that it is not possible to offer a dedicated date or time slot for delivery.

Area Delivery Service Working Days
UK Extra-Small Parcel Delivery 2
UK Small Parcel Delivery 2
UK Standard Parcel Delivery 5
UK Large Parcel Delivery 5
UK Extra-Large Delivery 14
UK White-Glove Furniture Delivery 14
EU Small EU Parcel Delivery 10
EU Standard EU Parcel Delivery 10
EU Large EU Parcel Delivery 14
EU EU Furniture Delivery On request
Non-EU Standard Non-EU Parcel Delivery 14
Non-EU Large Non-EU Parcel Delivery 14
Non-EU Extra-Large Non-EU Delivery 14
Non-EU Non-EU Furniture Delivery On request


How much does delivery cost?
The price of the delivery depends on the size of the package:

Small from £3
Standard from £15
Large from £35
(Small, Standard and Large parcels are Free Delivery when you spend £200 or more)

Extra-large from £89.50

From the 1st December 2023 we are pleased to offer FREE UK DELIVERY when you spend £200 or more on all lifestyle and lighting orders (excludes furniture items and deliveries to locations specified below)
The costs of delivery will usually be as displayed to you on our website. However, for deliveries outside of the UK mainland and deliveries to any of the following postcodes AB, BT, DD, FK, GY, HS, IM, IV, JE, KA27, KW, KY, PA20- 88, PH, PO30-41, ZE and Islands, and for some large or heavy products
that may require a more specialised delivery service other than our regular two-person furniture delivery
service, we may only be able to provide you with an estimated delivery cost.

Who should I contact regarding my delivery if needed?
If you have any questions regarding your delivery, our dedicated Customer Service team is on hand to help; please submit a help request.

What else should I know regarding deliveries?
Some orders may be delayed if awaiting item availability. To alleviate further delay, your order may arrive in separate deliveries. Any missing items will be delivered as soon as they are available from our suppliers.

If no one is available to accept the delivery at the delivery address, the driver should leave a card with information on arranging re-delivery or collection. The driver will attempt to deliver the package three times before returning it to us.

White Glove Delivery

How much does white-glove delivery cost, and what's in it for me?
The delivery price depends on the size of the package, and this service starts at £89.50. You will learn your exact price during checkout, but please note that extra charges may apply.

Let us take care of your assembly; once your items are ready for delivery, our trusted, premium partner will be in touch to arrange a suitable time to visit you. Your items will be expertly assembled in a room of your choosing, and the service includes a tidy and clearout, leaving you to enjoy your new favourite furniture stress-free in a clean space.


How long will my white-glove delivery take?
Furniture and other large items held in stock are currently delivered within 5 to 14 working days from dispatch, but some in-stock furniture and lighting require a special delivery due to its intricate nature, which may take longer than the date specified; we will contact you directly to arrange this.

If your ordered item is not held in stock, typical delivery timescales are indicated on the relevant product page, and we will advise you of the expected delivery date by telephone and/or email. Items that carry a lead time will be delivered within 5 working days from arrival into our warehouse, but this may take longer.

We deliver Monday to Saturday, and our trusted, premium partner will be in touch to arrange a suitable delivery time with you; the options being 07.00 - 12.00 for a morning slot or 12.00 - 15.00 for an afternoon one.

If you have agreed to a particular delivery time but are then out when our driver(s) arrive, we can rearrange delivery, but an additional delivery charge will apply, even if the original delivery was free of charge.

Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge.


Will your team assemble my furniture?
Our trusted, premium partner team will deliver to the room of your choice, subject to accessibility (see our access requirements for more information), moving any existing furniture, remove all packaging, unless instructed otherwise, and assemble your item to allow you to inspect it. If you are satisfied, you will be asked to sign our Proof of Delivery note, to accept the goods. If someone else is accepting delivery on your behalf, please ensure they are aware of the product details and your criteria for acceptance.

The Conran Shop are also able to arrange the removal of existing furniture prior to your delivery. We have partnered with the British Heart Foundation to offer a charitable, sustainable and hassle-free complimentary collection service.


What happens if there is a delay to my white-glove delivery?
On rare occasions, circumstances beyond our control can delay delivery. If this happens, we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay. If the delivery address is changed after the order is placed, we will recalculate the delivery charge and either charge or refund you the difference.

To alleviate further delay, your order may arrive in separate deliveries. Any missing items will be delivered as soon as they are available from our suppliers.

International Delivery

Do you offer international delivery?
As we have an extensive range of products of different shapes, sizes and weights, our delivery charges for international addresses are estimates.

Standard packages start from £30, while large and extra-large start from £500. Please use our helpful estimation tool on our product pages to consider how much your delivery might cost, but note that, due to ever-changing international delivery costs, we cannot offer an accurate estimate for larger furniture items, so please get in touch with Customer Service to complete your order.

Please note: All international deliveries are curbside-only.

Delivery Service - Working Days
Small EU Parcel Delivery - 10
Standard EU Parcel Delivery - 10
Large EU Parcel Delivery - 14
EU Furniture Delivery - On request
Standard Non-EU Parcel Delivery - 14
Large Non-EU Parcel Delivery - 14
Extra-Large Non-EU Delivery - 14
Non-EU Furniture Delivery - On request

Which countries are excluded from delivery?
Our delivery partner has suspended all shipments to Belarus, Ukraine & Russia, therefore, we cannot accept any orders with addresses in these locations at the moment.

Where do you deliver to?
We are delighted to deliver to over 200 countries, listed in full below.

Afghanistan
Aland Islands
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antiqua & Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bosnia & Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central Aftican Republic
Chad
Chechia
Chile
China
Christmas Island
Cocos (Keeling) Islands
Colombia
Comoros
Congo - Brazzaville
Congo - Kinshasa
Cook Islands
Costa Rica
Cote d'Ivoire
Croatia
Cuba
Cyorys
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Gabon
The Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard & McDonald Islands
Honduras
Honk Kong SAR China
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macau SAR China
Macedonia
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar (Burma)
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Korea
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestinian Territories
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Rwanda
Samoa
San Marino
Sao Tome & Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia & South Sandwich Islands
South Korea
Spain
Sri Lanka
St. Barthelemy
St. Helena
St. Kitts & Nevis
St. Lucia
St. Martin
St. Pierre & Miquelon
St. Vincent & Grenadines
Sudan
Suriname
Svalbard & Jan Mayen
Swaziland
Sweden
Switzerland
Syria
Taiwan
Tajikistan
Tanzania
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad & Tobago
Tunisia
Turkey
Turkmenistan
Turks & Caicos Islands
Tuvalu
U.S. Outlying Islands
U.S. Virgin Islands
Uganda
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Vanuatu
Vatican City
Venezuela
Vietnam
Wallis & Futuna
Western Sahara
Yemen
Zambia
Zimbabwe

What are the delivery costs for international orders?
For customers purchasing from outside mainland UK, the delivery costs shown on our Website and order confirmation are given as an estimate only. We endeavour to give the most accurate price, but due to variance in size and weight of our items, deliveries may incur additional charges.

If there is a difference in the delivery costs, we will contact you either by email or telephone to advise you of the costs and discuss your options.

Please note: All international deliveries are curbside-only.

Are import taxes included?
You should note that if you are purchasing products to be shipped outside the UK or EU, VAT will be deducted from the order at the checkout once you have filled in the shipping and billing information. On delivery to these countries, you may be liable for import duty and local taxes on your order, which will need to be paid to the carrier or local tax office before they will release the products. You should contact your local tax office if you require more information about this. We are unable to provide any guidance on duties or taxes.

What else do I need to know about international delivery?
Delivery charges on your order and in your confirmation are estimates. We reserve the right to amend the delivery charges and will advise you of any changes once we have received your order. Lead times for delivery may vary, depending on the delivery location. For some territories, such as Asia, South America and Australasia, delivery charges may be based on delivery to port, and you will need to arrange collection and customs clearance. We will advise you of this once we have reviewed your order. Finally, all international deliveries are curbside-only.

Delivery Access

How do I check that my delivery address can accommodate a large delivery?
If you have any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise you to complete an Access Check before purchase. For large items such as dining tables and sofas, an Access Check must be undertaken prior to delivery to ensure your chose piece can be safely delivered into your home.
Please note, a failed delivery due to access issues is liable to a re-stocking fee, as outlined in our Terms & Conditions.

What is a Furniture Access Check?
Simply put, a Furniture Access Check aims to prepare your space to receive the latest addition to your furniture collection; a task we hope you’ll proudly undertake.

Please note, a failed delivery due to access issues is liable to a re-stocking fee, as outlined in our Terms & Conditions.

Why do I need to carry out my own Access Check?
You are responsible for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery. You are also obliged to provide any required parking permits in advance of delivery. The delivery charge does not include any costs resulting from the removal of fixtures, including windows and doorways, or specialist lifting equipment.

How do I complete an Access Check?
Read our guide on how to complete an Access Check.

What happens if I do not complete an Access Check?
If our delivery staff considers access unsafe, we will be unable to deliver your goods until safe access is provided.

If your orders cannot be delivered due to access restrictions, you remain liable for a restocking fee and the full delivery charge.

Furniture Collection Service

What do I do with my existing furniture prior to delivery?
If you have furniture that needs removing prior to your new delivery, we are pleased to offer a free furniture collection service in partnership with the British Heart Foundation.

How does your Furniture Collection Service work?
The British Heart Foundation will collect your preloved items at home, to be distributed across its network of UK stores. All profits from the resale of your items are invested in pioneering lifesaving research, developing treatments for conditions such as heart diseases, stroke and vascular dementia. Your appointment can be arranged at a time that suits you best, and remains flexible right up until the morning of collection. The service is available to anyone, whether you have made a recent purchase with us or are just looking to clear a little space.

How do I book a Furniture Collection appointment?
To book a collection, simply call the British Heart Foundation on 0808 250 0270, or book online here. Thank you for helping us support this vital cause, and for giving your treasured items a new lease of life.

What do I need to know before booking a Furniture Collection appointment?
Any donated furniture must be in a saleable condition, free from heavy wear and tear or stains, and any upholstery must hold a valid fire safety label. See here for the complete list of items that the British Heart Foundation is not able to sell in its stores. All collections must be based in the UK. Unfortunately, we are not able to arrange collections for locations in Northern Ireland.

Returns

Please note that reduced-price items are not refundable but exchangeable within 14 days of purchase. Sold-as-seen and clearance purchases are not returnable.

Are there any items that cannot be returned?
Unfortunately, bespoke furniture or lighting, flat-packed items that have been assembled, items that are made to order or personalised, Gift Cards, media items where the seal has been broken, toiletries that have been opened, perishable items, and personal items such as earrings, underwear and swimwear can only be returned if they are damaged or faulty. Please find the extensive list below, as per section nine of our Terms & Conditions:


  • bespoke or made-to-measure items (including, without limitation, bespoke furniture or lighting);
  • vintage items;
  • ex-display items;
  • flat-packed items that have been assembled;
  • items that are made to order or personalised;
  • gift cards;
  • digital products after you have started to download or stream these;
  • services, once these have been completed, even if the cancellation period is still running;
  • products sealed for health protection or hygiene purposes, once these have been unsealed after
    you receive them (this includes toiletries once they have been opened);
  • personal items such as earrings, underwear and swimwear;
  • perishable items;
  • sealed audio or sealed video recordings or sealed computer software, once these products are
    unsealed after you receive them; and
  • any products which become mixed inseparably with other items after their delivery

    Does The Conran Shop offer returns?
    If you are based in the UK and are not completely satisfied with any items purchased, you can return them to us within 28 days of delivery for a full refund or exchange. This does not affect cancellations or your statutory rights.

    We regret that we cannot accept international returns unless items are damaged or faulty. In addition to our returns policy, under the Distance Selling Regulations, EU customers have seven working days (beginning the day after receipt) to cancel their purchase. We regret that, in cases of returns, import duties are non-refundable.

    Can I exchange an item?
    Please submit a help request, and a member of our Customer Service team will contact you.

    How do I cancel my order?
    Please submit a help request, quoting your order number. In this case, we will provide a full refund, but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

    (In respect of bespoke or made to measure orders), You may only cancel or amend your order with Us within 48 hours of the order being placed. If you cancel your order after 48 hours, you will be charged 50% of the full order value. This charge reflects the costs We will incur in attempting to resell your items. A bespoke or made to measure order is an order for products that are specially ordered from the manufacturer based on your choice of size, colour and finish as shown on your order. You will be advised of this at the time of ordering. This does not affect your legal rights.

    How to Return
    Download our Returns Policy
    (https://www.conranshop.co.uk//wp/uploads/2023/07/Returns-Policy-for-Consumers-July-2023-1.pdf)

    How do I make a return?
    To return any items, please complete a Returns & Exchanges Form (on the reverse of your delivery note), package your items carefully, and send them to us at the following address:

    The Conran Shop, Ecommerce Returns, Unit 3 Flatten Way, Syston, LE7 1GU

    If you wish to return any items, we must receive them unused and in the original packaging within 28 days of delivery, along with the returns paperwork provided. If your return does not include the required paperwork, we will not be able to track and process it.
Refunds

Where is my refund?
Your refund should have reached you within 5 working days from processing, depending on your payment issuer. Please submit a help request, if this is not the case.

Will any deductions be made to my refund?
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than seven working days after the day we receive back from you any goods supplied.

How will I receive a refund for cancelled items?
We will reimburse you the amount in relation to goods to which cancellation rights apply, via the method used to pay for the original transaction. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

I don't want a refund; can I still have my items?
Unfortunately, if all or part of your order is out of stock, we have had no other choice than to refund you.

Our stock inventory is fluid, and items frequently change availability. If you see an item flagged as 'out of stock' on our Website, you may request 'Email me when back in stock' to receive a priority notification.