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Delivery & Returns

Delivery

We offer FREE UK mainland domestic delivery on all our handmade furniture. Please be aware that this excludes the Scottish Highlands, Northern Ireland, and additional offshore areas.  Delivery of all furniture is scheduled to be in your house or chosen property within approximately 10 - 12 weeks. Our current lead time will be given upon ordering. Please allow for public holidays and weekends. All our furniture is delivered with a two- man delivery service, not couriers.

After placing your order

After placing your order for our handmade furniture and receiving your deposit, we ask for a full 8 weeks for production of your order. Production will not start until full payment or your 50% deposit has been received. Approximately one week is assigned to booking in delivery and confirming a delivery day with yourself, so that enough notice is given. Our deliveries are carried out Monday – Friday 9-5pm and your area will be assigned accordingly with our designated delivery dates.

A selection of delivery days will be provided, however we cannot guarantee a requested delivery day.

A responsible adult must be at home in order to accept and sign off the delivery note.

Our furniture is delivered wrapped so that no damage is caused in transit. This will be removed and taken away  once your piece of furniture is placed in your property.

Upon delivery, a signature will be required to confirm receipt of your order. A copy of the delivery note will be given to you for your own reference. Please keep this for your records, as this is your proof of purchase and warranty. If there are any issues with your order upon delivery, please advise the delivery company who will document and take photos. We also request you inform us of any issue by email within 72 hours of delivery so we are able to solve the problem quickly and efficiently.

Shipping Outside UK

We currently do not offer overseas shipping through our website.  International shipping can be arranged at an additional cost.  Shipping is provided using a two -man white glove courier and we will provide a cost including delivery and freight.  We are not responsible for duties and taxes of importing goods this is down to the Buyer to manage and pay.  If you wish to have your items shipped abroad we will provide a quotation for international shipping which will be paid separately to your sofa order online.

Customer Delivery

Weight Restrictions

Any item exceeding 85kg will be delivered to the ground floor only.

Room of Choice

Couch will always strive to deliver to the Customer’s room of choice, but there may be instances when the delivery team determines this cannot be achieved because the risk of damage to the surrounding area, the property or the goods, is too great. In this situation, the team will always attempt to leave the goods as near as possible to the room of choice. If, however, the Customer still insists on the delivery being carried out to their room of choice they must sign the disclaimer provided by the driver stating that the Customer will be responsible for any damage to the property and goods.

Damage to property

Our team will take every precaution to avoid damage to your property.  Prior to unloading, the delivery team will walk through the best route. If at this time there is any damage prior to moving in the furniture this will be noted and signed off by the customer. Any damages to Customer property resulting from delivery by Couch must be noted on the delivery note. If this does not occur, Couch will not accept responsibility for any damage., Couch will request a quote for repair to the damage. Couch may send in an independent company to quote and repair.

Delivery Charges

Couch offers free UK Mainland Delivery. For Offshore, Scottish Highlands or other such places not included,  Couch shall charge, and the Client shall pay, a sum in respect of the delivery services provided on behalf of the Client, in accordance with the rates stated on the personalised invoice at the point of order or on the payment invoice. (“Delivery Charges”).

Failed Deliveries

If a Customer accepts a time slot and date for delivery but fails to be present at the agreed time of delivery, this will be a Failed Delivery and the Failed Delivery Charge will be payable.

If the Customer confirms an incorrect address when the delivery is booked, this will be a Failed Delivery and the Failed Delivery Charge will be payable.

If the Customer refuses goods due to issues with their finish or manufacture, this will be a Failed Delivery and the Failed Delivery Charge will be payable.

If a property is a new build or in an awkward location, the Customer must provide accurate directions. If the drivers are unable to locate the property using the postcode confirmed by the Customer, and the Customer does not respond to Couch’s attempts to contact them by phone, this will be a Failed Delivery and the Failed Delivery Charge will be payable.

In the event of a failed delivery the cost to redeliver will be £95 plus vat. This will payable by the customer.

Customer not at home

If a Customer is unavailable to accept delivery in person and requests an item be left at an alternative location, the Client shall provide Couch with the Customer’s prior written consent to such arrangements (“Alternative Arrangements Consent”). Couch takes no responsibility for any damage or loss this may incur.

Couch shall not leave goods at the alternative location unless, at the time of delivery, it has received the Alternative Arrangements Consent. In the event that Couch is not in receipt of the Alternative Arrangements Consent, the delivery will be not take place and the Client will incur a failed delivery charge equivalent to the value of the delivery.

Storage Charges

Couch will hold goods for 10 days from the date of receipt or for 2 attempts at delivery, whichever is the later. After this the Client will be charged for storage at a rate of £20 per item per week.

Storage Charges for Returns/Held Items

Couch shall charge, and the Client shall pay, a sum for the storage of returned or held items at Couch’s warehouse  in accordance with the rates above of £20 per item per week until such time the client accepts delivery or the situation is resolved.

Pre- Releasing Orders

If the Client requests that Couch pre-release and book in delivery of an order with a Customer prior to the goods arrival with Couch, where, at no fault of Couch, the goods fail to reach Couch, a charge of 50% of the relevant Delivery Charges shall apply. If the Client advises Couch at least 24 hours in advance of the goods not arriving this

 

Claims

Damage Claims Notification and Procedure

The Customer must notify the Couch office of any property damage occurring in the course of delivery at the time of delivery, and in all circumstances before the Couch delivery team leave the premises, by notifying the delivery team of any damage:

(a) recording the details of such damage on the Delivery Note

(b) calling the Couch head office to provide such details on 0121 803 0340

Subject to the Customer giving valid notification of any damage, Couch will issue a claim form to the Customer or Client (as applicable), which must be returned, fully completed, within 7 days from the date of issue together with all relevant documentation in support of the claim, including cost invoices of goods that are being claimed for.

Customers must inspect all goods on delivery and sign the Proof Of Delivery Note to confirm all goods have been received in satisfactory condition.

If the Customer is not happy with the condition of the goods for any reason, this should be noted on the POD at the time of delivery.

The amount claimed by the Client and/or Customer from Couch will be capped at £100 per order repairable damage or damage beyond repair or loss 100% of cost price, and they must provide copies of their cost price invoice to support their claim before any claim will be settled.

Loss

In the unlikely event of a loss of a Client’s product while at the Couch warehouse, a claim should be submitted, and this will be investigated. Couch will reimburse 100% of cost price. All cost invoices need to be provided before any claim will be settled.

Governing law and Jurisdiction

These Terms and Conditions and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by, and construed in accordance with the law of England and Wales.

Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Terms and Conditions or their subject matter or formation.

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