• How does delivery work?
• How do I claim a VAT refund if live in the Channel Islands?
• How do I pay for my goods?
• How do I change or cancel an order?
• What about returns & refunds?
• What is your complaints procedure?

Delivery procedure

We offer a quick and easy national delivery service on all of our furniture across the majority of the UK*. Unlike other competing firms we offer totally free delivery not matter how large or small your order. Therefore you can buy as much or as little as you like and know there are no hidden costs involved.

Upon receipt of your order, Remy Furniture will send you an order confirmation by email (or post where email is unavailable), containing specific information regarding stock availability and anticipated delivery timescales.

We work in partnership with national logistics companies to ensure that your goods are delivered in pristine condition. The delivery crew will place your order in the room of choice. You will be given ample time to check your goods carefully for any visible damage before signing for them.

Please do not dispose of the packaging until you are totally satisfied with your purchase.

* Unlike many other online stores we do not charge extra for remote postcodes.

Delivery timescales vary depending on product stock availability and lead times from suppliers. The lead times quoted on our site are based on information provided by our suppliers and logistics team. We regularly check with suppliers to ensure that timescales are realistic, as speed or service is of great importance to us. Click here to view our current lead times for every product on our website.

Occasionally we are unaware of variations in lead times, until orders are confirmed by our suppliers, once we become aware of any change we will advise customers by email or telephone.

Some densely populated areas can benefit from more frequent delivery, whereas in more remote areas delivery timescales can be slightly longer, for example, the Highlands of Scotland. If you have an urgent requirement, please contact us and we will do our up most to meet your needs.

Once your order is ready for dispatch you will be contacted via email or telephone to arrange a suitable delivery date. We offer an exceptional delivery service and in the majority of cases are able to give an approximate time slot and the opportunity for us to call you when we are 30 minutes away.

In case you are not present to accept delivery, drivers will then follow instructions left by you at the time of placing the order (for example, leave in the garage or with the neighbours).

We deliver orders Monday to Saturday, usually between standard office hours, however in some cases we can arrange for deliveries early in the morning or later in the evening to help fit in with our customers lifestyles. Some products may be available for a Saturday delivery at an extra surcharge. Please contact us with the details of your selected products(s) and we will be able to inform you whether your order can be dispatched for a Saturday delivery. If Saturday delivery is available then it will automatically be offered to you when arranging delivery.

Our lead times are just the expected delivery timescales of the manufacturers we deal with and we like to overestimate these rather than underestimate to ensure we don't let customers down. However, dont let these delivery time scales dishearten you if you find them a little too long compared to your expectations! We have incoming deliveries from all our suppliers every week. Wherever possible we will try to squeeze your order in, on the soonest incoming delivery! If you have any special delivery requests, you can talk to our customer service executives LIVE by using our LIVE CHAT service or ringing our sales line on 0845 643 2564. We will be glad to assist you and find a resolution for your delivery dilemma!

If you reside in and have your order delivered to the Channel Islands then you may be entitled to a full refund of the VAT element of your order. In order to claim your VAT refund then please follow the following steps;

• Process your order with us as normal which includes paying the VAT initially.
• When the order is delivered you will be given an official Customs document which will have been stamped by your locals Customs Office.
• Post or email us a copy of this document and remember to include your order number in the correspondance.
• Upon receipt of the document we will issue a full and immediate refund of the VAT element of your order and email you to confirm this has been done and the amount refunded.

For online purchases, your card will be authorised on the day the order is placed. This is for security and anti-fraud purposes, to allow us to proceed with your order. This is called a "deferred payment" and funds will not be taken at this point. We will send you a confirmation email to notify you of your successful order placement.

Once the goods are ordered, the payment will be "released", and the funds will be debited from your account.

For some tailored goods, such as custom size pieces of furniture, we may require a deposit. If this is so, we require cleared funds before we can proceed with your order. Where this is the case, it will be clearly stated on our website, and made clear when you come to enter your payment details. We will then charge the remaining balance once the goods are available for despatch.

In all cases, your account will not be debited until we have ordered the goods (deposits excepted), and we cannot despatch goods until your payment has cleared.

If you wish to change an order then please contact our Customer Service team by emailing us at contact@remyfurniture.com, please quote your order number and the name of the product(s) you would like to change your order to.

If you wish to cancel an order that hasn't already been delivered then you will be issued a full and immediate refund if your order satisfies the following criteria;

• Your order is less then or equal to 7 working days old.

OR
• Your order is out of stock and is over or is expected to go over its specified lead time as a result.

AND
• Your order hasn't already been despatched from our warehouse for delivery to yourself.

We hope you will be happy with your purchase. Once you have received your goods we encourage you to phone or email us with any queries you may have. Please read our Terms & Conditions page for more information.

Once goods have been returned in the original undamaged packaging appropriate action will be taken. Please read our Terms & Conditions page for more information.

If you are not satisfied with the level of service you receive, please let us know by emailing us contact@remyfurniture.com or write to us at:

Remy Furniture
Unit 12, Glacier Buildings,
Harrington Road, Brunswck Business Park,
Liverpool
L3 4BH
United Kingdom

We undertake to

• deal with your complaint fairly, confidentially and effectively
• acknowledge your complaint within 5 days and provide a likely timescale for resolving it
• keep you updated on progress made