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Delivery Frequently Asked Questions
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- Best quality Furniture
- Best Value
- And now the Best Furniture Delivery service!
- It is NOT delivered on Pallets
- It is NOT delivered in a one manned vehicle
- It is NOT delivered at your door step
- It is NOT delivered by third party delivery companies – who know very little of furniture care
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All large furniture items are delivered by our very own, fully trained professional team who are also professionals at furniture assembly. All items are from the point of leaving our warehouses to reaching its final destination in your room of choice is monitored and cared for by our very own staff. Transit damage to our furniture is minimal.
Our long experience in the furniture industry means we are aware that most damages to furniture occur in transit due to mishandling by inexperienced staff. At IWFurniture we have therefore taken a decision not to entrust furniture delivery to any third party delivery company – this has come at the expense of turning away orders. Our emphasis is that the furniture should reach you in the same condition as it left us and the only cost effective way to ensure that is to do it ourselves.
This has resulted in a few disappointed customers and also it means delivery to certain post codes may be slightly longer than quoted. This would be a small price to pay for the benefit our great value products.
Items that are small and to postcodes not frequented by our delivery vehicles would be sent by Parcel force delivery. If that is the case you will be notified of this and will be able to track your delivery from the parcel force website.
Click on the questions to link to the answer.
DELIVERY COSTS
DELIVERY DATES
DELIVERY AREAS
ABOUT THE DELIVERY SERVICE
SUPPORT FOR YOU ON YOUR DELIVERY DAY
DELIVERY COSTS
How much does delivery cost?
£20 All deliveries
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Can I get free delivery?
No, nominal cost of £20 applies to all deliveries. This is a small price to pay for an in house personal delivery by our own staff.
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Is there a minimum order for delivery ?
No
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How much is a second assistant to help with delivery?
No extra charge.
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I have just missed my delivery will I be charged for it?
Yes. Failed deliveries are typically charged at around £50. This also includes occasions where the driver is unable to deliver to you due to; lack of directions, driver has no assistance with heavy items, driver not able to establish telephone contact with you, driver unable to fit goods into your property. It is important, and it’s your responsibility to check all of these details before delivery please.
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DELIVERY DATES
When will you deliver to me?
We aim to deliver all items within the quoted delivery lead times. This is available on the product detail pages of the item. This is only a guide.
Items are usually dispatched much sooner for those within the SE England post codes.
For others this may take slightly longer. In order to keep cost down and prices low we plan are deliveries so that we can deliver to many customers during any one journey.
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How will I be notified when my delivery will arrive?
All items and orders are delivered by us on a mutually convenient time. Once the goods are in stock and ready to be dispatched we will call you or email you to arrange a mutually convenient time. Customer living outside the SE England post codes may experience some delay from the quoted times.
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Can I book a specific delivery date?
Yes. To keep costs to yourself and IWFurniture, at a minimum we want to ensure that you are available to take delivery. You can therefore book a specific date.
We will call you to advise you when the soonest possible delivery dates are. This will be within the quoted delivery time period on the product details page.
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Can I book a delivery slot or a specific time?
We cannot specify delivery times under any circumstance. If you are expecting delivery on a particular date and if you are worried that your delivery has not arrives please call 0845 20 10 746, and we can liaise with the drivers and keep you up-to date.
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Can I have next day delivery?
If you are registered landlord and you place your order before 12noon and subject to availability you can have next day delivery. This is applicable to all post codes within the M25.
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Can I have delivery on a Saturday?
Yes, if you can only take delivery on Saturday then please email us the requirements at the time you place your order or when we contact you for a delivery date. There is no surcharge for Saturday delivery
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How quickly can you deliver goods to me?
We try and deliver goods within the quoted time period as indicated on the product detail page of each product. IWFurniture cannot accept liability if there have been any delays. Our aim to to offer fast delivery service whilst keeping costs down. As a result post codes outside SE England will experience some delays. The further you are away from us the less journeys we are likely to make to you and we would be grateful if you could bear with us so that your delivery can be made when we are next in the area.
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What if I cant take delivery on the pre arranged date?
Please give as much notice as possible so that we can rearrange your delivery. Please note you may experience some delays as we may only be able to come to you again when we are next in your area.
Please note any cancellations on the day of the delivery will incur a cancellation fee of £50.
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DELIVERY AREAS
Which areas do you deliver to?
We deliver to all England and Wales mainland post codes only. If for any reason we are unable to deliver we will notify you and cancel the order. Unfortunately we are unable to deliver to Scotland or Ireland.
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Do you deliver to Scotland?
Sorry we do not have sufficient manpower deliver and offer aftersales service in Scotland
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Do you deliver to Ireland, Northern Ireland, Channel Islands Scottish Islands, Isle of Man and Isle of Wright?
Unfortunately we are currently only able to offer deliveries to mainland addresses in England and Wales
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What if I place an order and I live in an area where you cannot deliver?
We will contact you and let you know that we will unable to deliver and cancel your order. The money will be refunded however it may take 48 hours before it shows up on your account.
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When do you deliver to my area?
We deliver to most of our items to most areas every weekday. However certain items that contain glass or mirror are not available for delivery nationwide. These items Please call our helpful team on 0845 20 10 746 for further details.
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Do you deliver to addresses other than billing addresses?
Yes we do. Please enter the billing and delivery addresses in the appropriate sections and check out as normal. Once your payment is processed for security reasons we will send you random code to your billing address. When you receive this you need to contact us to let us know the code. This way we can verify that the transaction is valid and we can deliver your goods to any address you want to.
Please note that this may result in some delay in delivery
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ABOUT THE DELIVERY SERVICE
Who will deliver my furniture?
All our deliveries are done by our own uniformed staff, in vehicles with our logos.
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I am physically unable to help the driver with the delivery. Can I get help?
Yes. All deliveries that require two men are done at no extra cost to you. On certain occasions we do ask in advance if you can help the driver. This does not happen often and we appreciate any help you can give. If in these situations you are unable to help when requested in advance, not to worry, please we will send an extra person at no extra cost to you.
As the drivers are under a lot of time pressure to get to the next delivery they are unfortunately unable to unpack the goods or remove your old unwanted furniture for you, unless you have requested this service in advance.
Please remember to measure all staircases, hallways and door-frames in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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Will the driver bring the furniture upstairs and in the room I would like?
Since deliveries are done by our own team of drivers, delivery and sales team work together and we will make all reasonable efforts to get the furniture for you to its final destination.
Please be aware that our drivers are not insured to take furniture upstairs. IWFurniture is not liable for any damages to person or property during transit within your property.lp he has the right to say “sorry no”.
If you discover on the day of delivery that the goods are too heavy, the driver will do his best to place the goods into a reasonably safe place with you, however he needs to
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My flat is on the 1st / 2nd etc. floor.
Whilst we make our best efforts to deliver furniture to your home please be aware that our drivers are neither insured nor contracted to take furniture upstairs, even in first floor flats, unless you request an assistant to the driver is booked at the time you arrange delivery.
If you discover on the day of delivery that the goods are too heavy, the driver will do his best to place the goods into a reasonably safe place with you, however he needs to be on his way from there on.
Please remember to measure all staircases, hallways and door-frames in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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Will the driver build the furniture for me?
Yes. We do offer furniture assembly or a furniture installation service. Please click here for more information on this. Depending on the item there is a charge for this.
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Could the driver take away my old furniture for me?
Yes. We do offer old furniture removal service.
- £10 per item
- Only whilst delivering new furniture & must be pre-booked
- Environmentally friendly disposal
- Items must be dismantled
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Do you offer a recycling service for old unwanted furniture?
Sorry we do not offer any recycling service for old furniture. We do remove old furniture for a fee of £9.99 and only at the time of delivery of a similar item. These are disposed within Merton Council Recycling Guidelines.
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What can I do with the boxes and packaging? Can the driver take it away with me?
Keep the packaging until you are absolutely certain you are happy with a product!
If you want to return or need to exchange goods we will ask you to wrap it in packaging sufficiently enough for it not to be damaged in transit.
Cardboard boxes need to be recycled separately from the usual newspaper and magazine recycling boxes, and polystyrene and plastic wrapping can be recycled where facilities exist.
Please contact your local council, they will advise you of your nearest recycling centre. Some councils even offer to pick up cardboard in you usual recycling bin, please check first.
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I would like to buy a lot of furniture; can I get help with the delivery?
All our deliveries are done by two men who would take the furniture to the room of your choice
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I am unable to keep a date I have booked for delivery. What should I do now?
As soon as you find out you are unable to keep an appointment call us on 0845 20 10 746. We will try our best to abort the delivery as to not incur any costs and to book you in for an alternative delivery date.
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How much do I need to pay for the driver to place the goods where I want them?
All the drivers are employed by us and they will make all reasonable efforts to get the furniture to its final destination at no extra costs to you. Please assist them providing clear access. Please note that our staff or IWFurniture are not liable for damages to any persons or property whilst they are in your premises.
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The drivers have caused some damage to my walls and floor while they were delivering. Will you offer any compensation?
All our drivers are trained and very experienced at furniture delivery. IWFurniture /staff will not take responsibility for any damage to person or property whilst they are in your premises. Please make sure you are aware of the risks before you invite them into your property for delivery. Our delivery service is to your door step only however our staff will happily oblige if you invite them in for delivery or assembly purposes.
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Will your drivers take their shoes off when they come in?
No. It is our responsibility to make sure our staff wearing adequate protection whilst carrying furniture. One of this is adequate foot wear. If they cannot enter your premises with foot ware then they can only bring the goods to your door step.
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I do not necessarily want to take a day holiday to take delivery. What are my options?
Please call 0208 144 0553 to discuss your specific requirements and we will try and offer suitable delivery time.
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I have had problems with delivery drivers finding my address. Can I give special instructions?
Please let us know of any instruction at the time you place your order.
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SUPPORT FOR YOU ON YOUR DELIVERY DAY
What time will my delivery arrive?
All our deliveries are between 9am and 5pm on the day of the delivery sometimes much later due time constraints. If the delivery is schedule for the day and you have not received it by 5pm, it is likely that the drivers are held up. They will always deliver before returning to depot. If for any unforeseen reason they are unable to make it you will be notified by the late shift staff.
We do not specify a time for delivery, simply because it is impossible to predict traffic, and other unavoidable causes of delay. Our drivers can call and give you notice of arrival if you wish and you should specify this at the time of your order.
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Why do you not give a time?
We do not give time slots for delivery as we have found that they would be very misleading and drivers will not be able to keep to it. If you are concerned that you should have received the delivery and have not yet
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Do I have to wait in all day for delivery?
The drivers can give you a courtesy call 1 hour or so before they are likely to get to your address. If you would like them to do so, then please indicate to us at the time your delivery date is confirmed.
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What happens if the goods delivered are not the goods I ordered?
We do check to make sure that the correct goods are delivered. Please let us know as soon as possible and we can usually resolve the situation as soon as we can
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I have just missed my delivery will I be charged for it?
Yes you will be charged £50
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What happens if the goods are too heavy for me to assist the driver?
It will not be a problem as we make provisions for delivery of all heavy items by sending an extra person.
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What happens if my delivery has not turned up by the time the office has shut?
This can happen when the drivers are running late. Our call center is manned till 5pm. If you have not received the delivery by 5pm on the day you are expecting your delivery and we can liaise with the driver and let you know what is going on. The drivers would normally call you of if they are running very late.
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