House of Brands ensures that the utmost care is taken to get your furniture to you safely. We partner with a third-party courier company to offer delivery services. All orders will be delivered to the shipping address provided to us at the time of purchase.

When placing an order with House of Brands, you will be agreeing that you are happy with our delivery policy. We aim to deliver products that are in stock within 30 days of your order being placed. Made to order/bespoke items can take 4-8 weeks to be delivered.

Our transport team will be in touch with you within 21 days of your order being placed to arrange a delivery date with you.

It is the customers responsibility to ensure you are available and at the designated address to accept delivery as discussed with the transport team at the time of booking the slot. Under no circumstances can the goods be left without being signed for and inspected by yourselves or the appropriate adult signing on your behalf.

If you are not at the address at the time of delivery, there must be an adult available who is capable of receiving delivery on your behalf. The adult must have consent to represent you and sign the delivery terms and conditions on delivery.

If there is no answer at the delivery address, the couriers will contact the mobile number provided. The couriers will hold the items for 10 minutes however if there is no one to accept they will be unable to fulfil the delivery.

Please be aware it is customers responsibility to check access routes, door sizes and corridors for delivery of larger furniture and it is always customers final responsibility to ensure that the goods fit into the required space before purchase. It is vital that customers check measurements of the products against the space in which it is to be delivered. If you deem that the goods are unsuitable for any reason, the order will become subject to the rules for amending and cancelling.

Any delivery discrepancy must be reported on delivery. Once paperwork is signed, ourselves and courier party will no longer accept liability for any damages. We recommend that customers inspect all goods and their property before signing the delivery note. Any damages to the goods and property during delivery caused by the couriers should be reported immediately before signing the paperwork. If this is the case, it is between customer and external courier company to resolve the issue.

The couriers are unable to carry goods up any flights of stairs. If there are lifts available or no staircases to undertake, couriers will do what is possible but are not required to ensure that your furniture is delivered to your room of choice under The Consumer Contacts Regulations 2013. All areas should be clear of any obstructions or hazards as a result driver may refuse delivery if it threatens health and safety violations.

If by any chance the delivery has a high risk of potential damages to your property or couriers' wellbeing/health from arising obstructions or access issues the couriers have option to refuse to fulfil delivery. Under these circumstances, goods will return back to depot and customer has option of an additional chargeable delivery or refund. However, delivery costs will be deducted from the refund as delivery fees are non-refundable. Made to order/bespoke items such as beds/sofas are also non-refundable.

Couriers have an alternative option to leave items at point of entry of premise subject to written permission by customer. If the customer grants permission in writing to leave goods at point of entry, it is customers responsibility to take furniture to designated location. In this case, all items should be inspected there and then, and we will not be liable for any damages/missing items after this point.

Customers signature on delivery acknowledges that they understand the risks to both goods and their home during delivery and assembly and that they are satisfied with the services and conditions of goods/home.

The delivery drivers often have several drops throughout the day this can occasionally there can be delays in terms of delivery of a product. If this is the case, we will ensure to provide you with updates on the progress of your orders.

Delays can happen due to production issues, shortage of materials, quality failure or delays in shipping.

If it is not possible to fulfil full delivery on same day, we can often attempt a partial delivery as long as it’s reasonable and necessary for us to speed up the process of your order reaching you.

If you have already confirmed your delivery date and a circumstance outside our control occurs, we will contact you as soon as possible to arrange an alternative delivery date. We will do what is possible but can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.

In the circumstance that delivery date is delayed for a lengthened amount of time, we will contact you to offer the option of choosing an alternative product or refund.

Please note that for deliveries outside of our standard postcodes, the delivery time may differ. Whilst we will endeavour to deliver your goods within 30 days of your order being placed, circumstances that are outside of our control may further delay delivery time.

Delivery of large furniture can be very difficult in many homes, we understand that there are often narrow doors, corridors and other obstacles that restrict access and make delivery difficult. The courier teams are trained to deliver the furniture goods into your property without damage to either the furniture of your property.

Please keep in mind that your furniture has been through various transportations and risks prior to reaching your room of choice. Our quality control team always tries to ensure our goods are in perfect condition prior to delivery. Even though, there is still a chance of your furniture to get damaged during delivery or assembly.

If your furniture appears to be damaged, please follow the following steps:

1. Notify House Of Brands of any damage, faulty or missing parts of your furniture by emailing us at info@houseofbrands.co.uk or by ringing us on 0161 726 5008. Please conduct this step within the first 48 hours after receiving your goods. Claims reported after this timescale will not be accepted.
2. In order for us to process your claim we require your postcode, order number and a clear picture of the damaged or faulty item(s). Please note that without this evidence your claim cannot be processed.
3. Once the claim has been processed by our customer support team, you will be contacted within 2-5 working days.
4. In case the customer would like to return their goods, the item(s) should be unused, in the condition the customer received it and in the original packaging. Customer should also provide a receipt or proof of purchase. If the item(s) is not in the condition described above it cannot be accepted for return.
5. Once we have accepted the customer’s claim, we will either arrange for a of the faulty repair, send out any missing parts, deliver a replacement or issue a refund. 
6. If the third party (courier company) damages the item(s) during the delivery it should be reported immediately. Any damages to the goods during delivery caused by the couriers should be reported immediately before signing the paperwork. If this is the case, we will resolve the issue with the courier company and contact the customer within 3-5 working days.

Please note to minimise any possible implications we highly encourage the customer to inspect the item(s) before the courier company leaves the customer’s premises and prior to signing the delivery note. If the customer can see that the goods are damaged they should report to the courier company and include it on the delivery note before signing and contact us as soon as possible.

Please note assembly can be purchased for our products, the assembly will be carried out by the third party (courier company) and the fee for assembly goes to them. If any issue occurs must be reported on delivery. Once paperwork is signed, ourselves and courier party will no longer accept liability for any damages. We recommend that customers inspect all goods and their property before signing the delivery note. Any damages to the goods and property during delivery and assembly caused by the couriers should be reported immediately before signing the paperwork. If this is the case, it is between customer and external courier company to resolve the issue.

Please note couriers are not responsible and not expected to dispose the waste of packaging after assembly of the goods. 

Contact us at info@thehouseofbrands.co.uk or questions related to orders.