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 email@example.com. Once your item has been shipped, our delivery partners will contact you to discuss the best date and/or time to deliver.
Please be aware that you will be asked to sign a document upon delivery confirming that your item has arrived and is free of damage. Please check over your item thoroughly in order to make sure that it is free of damage before signing this delivery document. Once a signature has been given to agree that no damage is present, the delivery company and ourselves are no longer able to accept liability for any damage present on the item. If there is additional damage to the item that was unexpected/any other issues that arose during delivery then please note this on the delivery sheet BEFORE signing to confirm receipt.
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 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
Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or mis-described. If for any reason you are not satisfied with your purchase, please use the following procedures for returning items.
Damaged or incorrectly supplied
If the item is damaged or incorrectly supplied and you would like to return the goods you must notify us as soon as possible. Damaged or defective goods must be notified to us within 30 days of you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to firstname.lastname@example.org. Please include as much detail as possible, including any photos, if required, to support your return enquiry. If it is confirmed as damaged or incorrectly supplied, we will then arrange with you to collect the goods 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. 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.
Right to cancel
You have the right to cancel your sales contract within 14 days without giving any reason.
The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right to cancel you must inform us (Trade Secret, Unit 6 Twyford Mill, Adderbury Oxfordshire OX17 3SX) of your decision to cancel the sales contract by a clear statement (e.g. by phoning us on 01295 810 110 or sending an email to email@example.com). You may use this model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel the sales contract before delivery we will reimburse you all payments received from you, including the cost of delivery (except for supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us.)
If you cancel the sales contract once the goods have been received/the delivery has been confirmed we reserve the right to reimburse you for the cost of the goods not including delivery.
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 without undue delay, and not later than –
- 14 days after we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
We will collect the item(s) at a time/date that is convenient for us and our delivery partners. We will always advise you of when this is. Collection of unwanted goods will be at your own expense and the cost of this will be deducted from your refund.
General Product Information
Products may differ slightly online from the physical item, through colouration, effect and style. Please note: Many of the items offered are already on our sales floor and therefore some may have slight blemishes. We will try to list any imperfections with an item wherever possible. Please enquire prior to purchase if you have any concerns.
We buy in cancelled orders and returned items. It is the customer’s responsibility to check an item for any damage or defect before purchasing and to bring this to the attention of our sales staff. We do not accept returns of items where damage is known at point of sale. If the item is damaged during delivery and you would like to return the product you must notify us within 30 days of you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to firstname.lastname@example.org. 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. 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.
You don’t have a legal right to a refund or replacement just because you change your mind. Our policy for unwanted goods purchased in-store is described below.
- If the goods are no longer required and you wish to return or exchange them, you can notify us within 14 days of purchase. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to email@example.com.
- A credit note will be issued for the value of any item accepted for return. Refunds will not be issued for unwanted goods.
- Goods returned must arrive in the same condition they were sent out in with any original packaging.
- Trade Secret retains the right to refuse a credit or exchange on any item. Credit notes are valid for 6 months from the date of issue and are valid in Trade Secret stores only.