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SHIPPING AND DELIVERY
Standard UK Delivery – Online Only
For all of our online deliveries we use carefully selected delivery partners who specialise in furniture distribution. Our Standard Delivery charge is £50.00 to anywhere within the UK, excluding Northern Ireland, Isle of Wight and Isle of Man. If you have placed an order with us online, your order will be processed, packaged, shipped and delivered within 10-14 working days, excluding weekends and bank holidays. Please allow a maximum of 14 days before contacting us via email at firstname.lastname@example.org. Once your item has been shipped, our delivery partners will contact you to discuss the best date and/or time to deliver.
Please note: when purchasing from our warehouse – delivery charges will vary. If you’d like to contact us regarding delivery our phone number is 01295 810110.
We offer free shipping on all online orders over £1,000. We also offer free shipping on all accessories sold online. We occasionally run promotions which includes free shipping. Sign up to our e-newsletter to be informed of these promotions.
If you have purchased any item from our ranges and furniture collections please note that delivery lead times do vary depending on the item availability from the manufacturer. Upon receiving your online order, we notify the manufacturer directly and place your order with them. We are then advised of the lead time for that item, or items if you have multiple orders. We will then contact you direct using the contact information you provided at checkout, to update you on the current status of your order and when you can expect to take delivery of it. Average waiting time for delivery to our showroom is two weeks from the date of your order. This can vary.
Click and Collect (Adderbury only)
We also offer a free Click and Collect option if you would like to pick-up your item in person from our Adderbury store. Your item will be set aside and reserved for you to collect. We will send you a completed order confirmation once your item is ready to collect. If you are collecting, please arrive between the hours of 9am – 4.30pm Monday – Friday, 10.30am – 4.30pm Saturday and 10.30am – 3.30pm Sunday.
RETURN POLICY AND PROCEDURES
ONLINE SALES ONLY – PLEASE NOTE POLICIES AND PROCEDURES FOR ITEMS BOUGHT IN STORE MAY DIFFER. FOR MORE INFORMATION CONTACT US ON 01295 810110
If for any reason you are not satisfied with your purchase, please follow the following procedures for returning online items.
You must notify us immediately at email@example.com for any return queries and include as much detail as possible, including any photos if required to support your return enquiry.
Damaged or incorrectly supplied
If the item is damaged and you would like to return the product you must notify us within 24 hours by email or phone after you or a designated person takes delivery of the item. If it is confirmed as damaged, we will then arrange with you to collect the item from you at our cost. It must be in the same condition you received it in and include all original packaging to qualify for a full or partial refund. If your order sits outside this timeframe you will not be eligible for a refund. Once you have contacted us, we will get in touch with our courier to arrange collection and they will notify you of a proposed collection date shortly after.
If the item is no longer required, you have 7 days to notify us via email or phone from the date you received/signed for the order. For any returned items that are not damaged, we will arrange collection from your address and the collection cost will be deducted from your total refund. If your order sits outside this time frame you will not be eligible for a refund. Items returned must arrive in the same condition they were sent out in. Trade Secret retains the right to refuse a refund on any item not deemed to be re-saleable.
General Product Information
Products may differ slightly online from the physical item, through coloration, effect and style. Whilst Trade Secret try to ensure that the product is photographed to show optimal likeness, Trade Secret cannot be held responsible for any difference in the above and reserve the right to refuse refunds if this is the sole reason for returning goods to Trade Secret. Please note: Many of the item offered are already on our sales floor and therefore some many have slight blemishes. Please enquire prior to purchase if you have any concerns.