Delivery & Returns

Delivery

We aim to get your order to you as soon as possible. As many of our products are made to order, there may be a lead time as indicated on the product page. If you need an item in a hurry, contact us and we can see what options might be available for expediting your order. 

We offer free delivery for orders over £150. All other orders are subject to a delivery fee, as indicated on the product page. Swatch sample delivery is free.

If you have ordered more than one item, we may wait for all items to come into stock before shipping the whole order. If you would like items to be shipped as soon as they are available, please contact us. Additional delivery charges may be applied. 

If you would like items to be delivered to different addresses, please complete a separate order for each address. 

When your order is ready for delivery, you will receive an email advising you that it is on its way. We are generally unable to offer specific delivery times. However, depending on the items (and therefore the carrier), you may receive tracking information and be able to request a change to the proposed delivery schedule.  The delivery team may also call you when they are on their way to your delivery address. Some items will need to be signed for. 

Please check all items at the time of delivery and notify us as soon as possible of any defects or damage. 

We try to provide the widest possible delivery coverage. We reserve the right to apply delivery surcharges when they are justified due to remote rural and/or island delivery addresses. Unless we expressly agree to the contrary, we do not deliver to PO Box addresses, hotels, temporary accommodation or parcel collection services. We do not make deliveries to any addresses outside of Europe.

If you have ordered a large item, please check its dimensions against those of the delivery address, including the height, width and depth of the item and assess whether all doorways, hallways and staircases are sufficiently wide, taking into account all turns that will need to be made and permanent fixtures that may be in the way.  Made to measure furniture is non-refundable, so we advise you to check the measurements very carefully. 

If you have any questions about delivery, please give us a call or email customerservices@florencebroadhurst.co.uk.

Returns

With the exception of goods which have been made to your specifications or are clearly personalised, you can return any items to us for a full refund within 28 days of receipt of delivery.

Goods which have been made to your specifications or are clearly personalised are non-refundable. This includes fabric orders (which are ordered/cut to your meterage requirement) and made-to-order furniture. We recommend that you order a swatch sample to ensure that the item is suitable before you place the order.

All returned goods must be unused, in a saleable condition and with their original packaging. Rolls of wallpaper must still be in their original shrink wrap.

Wallpaper and fabrics must be checked before use. We will not be liable to you or any third party for any costs or expenses incurred in relation to the use of faulty wallpaper or fabric (beyond the cost of the wallpaper/fabric itself).

If you wish to return an item, please complete and include the returns note that you receive with your order. If you no longer have the returns note, please include a note containing the following:-

  • Your name
  • Your address
  • Your order number
  • The items being returned
  • The reason for their return:
    • A: Colour is not right
    • B: Ordered more than one to compare
    • C: Ordered too many
    • D: Changed my mind
    • E: Damaged/fault

The address for returns by Royal Mail is:- 

Florence Broadhurst Ltd
PO Box 74506
LONDON N10 9EH

If you intend to send your parcel by another carrier, please contact us for a returns address.

You will be responsible for the cost of returning the goods.  If you wish to return bulky items, please contact us at customerservices@florencebroadhurst.co.uk to discuss how we might be able to assist.

We are not liable for any loss or damage to the goods in transit back to us, so we recommend that you package them appropriately and return the goods using a recorded delivery service. Please obtain a certificate of posting and tracking information as proof of postage. 

You will receive a refund within 14 days of receipt of the goods by us, using the same means of payment as you used for the initial transaction.

Our returns policy does not affect your statutory rights.