Frequently Asked Questions

Last updated: 17 August 2026

Quick answers to what customers ask most. Every answer here matches our full policies — the links take you to the detail.

Delivery

How much is delivery?
Standard UK delivery is free on every order, with no minimum spend.

How long will my order take?
Orders are processed in 1–3 business days, then 3–7 business days to UK mainland, 4–8 to Northern Ireland and 5–10 to the Scottish Highlands and Islands. See Delivery information.

Do you deliver outside the UK?
Not at present. We deliver within the United Kingdom only.

Can I track my order?
Yes, where tracking is available for your delivery method — it is sent in your dispatch email. See Track your order.

Why has only part of my order arrived?
Larger furniture orders are often split across several packages which can arrive on different days. Allow the full delivery window before reporting anything missing.

Products

Will I have to assemble it?
Many of our furniture items require assembly. Where assembly is needed it is stated on the product page. See Product information and assembly.

Is the colour exactly as shown?
Screens vary, and natural materials such as wood vary between batches. Slight differences in shade and grain are normal.

Payment

How can I pay?
Major debit and credit cards. See Payment methods.

Why does the checkout move to checkout.oncareful.co.uk?
That is our own secure checkout on the same domain and the same business — it is not a third-party seller.

Are your prices inclusive?
Yes. The price shown includes applicable taxes and delivery is free, so it is what you pay. See Pricing and promotions.

Returns

How long do I have to return something?
30 days from delivery, for unused items in their original packaging. You also have a statutory 14-day right to cancel. See Cancellations.

Who pays return postage?
You do if you have changed your mind; we do if the item is damaged, defective or incorrect.

Do you charge a restocking fee?
No, never.

When will I get my refund?
Within 10 business days of us receiving and inspecting the returned item, to your original payment method.

My item arrived damaged — what now?
Contact us within 48 hours with photographs of the item and the packaging. See Damaged, faulty or missing items.