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Delivery

Delivery Terms & Conditions

Post Brexit Trading

Since the U.K left the European Union we have experienced some delays with products being imported due to the time being taken to clear the customs process. This varies from supplier to supplier and is dependent on the courier service they use but we always endeavour to deliver items to customers as soon as we possible can.

Please note Utility is UK company and UK customers will NOT pay any additional charges associated with customs imports/ VAT to those shown as the retail prices online. Similarly, whilst we are shipping to the EU, customers based on those countries will have to pay their own rate of VAT and customs duty - if applicable.

If you have any queries or would like more specific information on your chosen products, please contact our Customer Care Team over the phone on 0151 494 9412, over email at sales@utilitydesign.co.uk or via Live Chat (currently open between 9am - 5pm daily. The Utility Sales Team are available Monday to Friday (excluding public holidays), 9am to 5pm (GMT).

Delivery

For in-stock items, we aim to deliver on a next working day delivery for orders placed before 12pm (UK Mainland). This excludes greeting cards and small items which are sent by first class post. This is an unguaranteed service as we are always at the mercy of the courier; we are unable to offer any refunds where this is selected and they fail to deliver. They still charge us for this service.

Our standard shipping charge for non-small items is £6.50, though additional remote area charges will apply. Small items such as greetings cards are charged at £1.50. Free delivery promotions run occasionally and can be found in the banner at the top of the page when live.*

* Free UK delivery is a mainland promotion and as such excludes Northern Ireland, the Isle of Man. Other remote locations may also be excluded. Certain brand and product exclusions apply due to weight/ size etc. Delivery is automatically calculated at checkout based on your basket content and post code. If your order qualifies for free delivery, this option will be available to selection at checkout.

The areas/items below will be subject to a shipping charge based on location and the size of the order which may not be given at the checkout. We choose the best shipping method based on your location, size and weight of the order and advise you when we arrange dispatch of goods from our warehouse. If you wish to select an alternative method to suit your own circumstance (subject to availability) this may be subject to an additional charge which is arranged when your order is in stock and ready for delivery.

  • Remote Areas/ Non UK mainland/ Northern Ireland
  • Large and bulky furniture items
  • Floor Lamps

Please note the different delivery services offered are subject to our courier's own terms and conditions as follows:

Royal Mail (UK Only)

Items are sent by First Class post only. Please note this is not a guaranteed service and we are unable to claim in the event of loss/non-delivery. This service ONLY relates to greeting cards, low value and small gift items which will not fit in a small envelope/ through a letterbox.

Courier Service – FedEx or TNT :

All deliveries take place from 8 am and 6 pm Monday to Friday - unless an upgraded service is arranged with us (additional charges apply).

It is essential that you are available to receive the goods or organise for someone to sign on your behalf. If you have instructed for items to be left with a neighbour or left somewhere without a signature this is deemed as an un-secure delivery, is carried entirely at the customers own risk and a claim for damages or losses after receipt/signature can not be made.

It is imperative your delivery is signed for as 'goods unchecked'. Without this courier companies negate any claim for loss or damage.

If a delivery attempt is made and failed and the items are returned to us, the full cost of delivery and return costs will be charged to cover the courier's costs.

It is essential all product packaging and outer packaging is retained if you receive damaged or incorrect items otherwise this will negate any action we can take to remedy the situation.

Any damages, wrong deliveries or shortages must be notified to us within the below deadlines. This is absolutely imperative. Please do not wait until you are ready to install an item as unfortunately we can’t accept claims outside of this time due to courier restrictions:

    • FedEx/Royal Mail - within 24 hours of receipt of delivery. 
    • TNT - before 5:30 pm on the day of delivery

 

Crated Service – TNT, Palletways:

This is a standard service which applies to all large/ bulky items.

This is a kerbside crated service – the crate will be brought onto your driveway only. Please ensure someone is available to assist with removing the items from the crate as they may be quite heavy – unfortunately, the driver won’t be able to assist you with this.

Please ensure your driveway is clear so the driver has free and easy access

All deliveries take place from 9 am and 5 pm Monday to Friday - unless an upgraded service is arranged with us

You must be available to receive the goods or organise for someone to sign on your behalf. If you have instructed for items to be left with a neighbour or left somewhere without a signature this is deemed as an un-secure delivery, is carried out entirely at the customers own risk and a claim for damages or losses can’t be made.

If a delivery attempt is made and failed and the items are returned to us, the full cost of delivery and return costs will be charged to cover the courier costs

Please note we can offer no consequential loss/ compensation for failed deliveries other than the refund of any delivery charge paid.

Any damages, wrong deliveries or shortages must be notified to us before 5.30pm on the day of delivery. Unfortunately, we can’t accept claims outside of this time:

 

White-Glove Service:

An optional upgrade to our standard delivery service. We will give you this option together with the associated cost

2 man delivery service includes placing your furniture in your room of choice & removing all packaging for recycling.

Installation of your furniture is not included. If you require installation we can request a quotation for the additional charges – this must be organised before your goods are released for delivery.

All deliveries take place during 9 am and 5 pm Monday to Friday – they will contact you directly once your items arrive into their UK warehouse to inform when they can deliver - the delivery date is dependant on when they are in your area.

Deliveries are made on the understanding that the goods can be delivered with unencumbered access and all items restricting this must be removed prior to delivery.

All deliveries are made to a ground floor level. If you require delivery to a different level you must advise us so we can request a quotation for the additional charges. This additional cost will be payable prior to delivery.

It is essential that you fully check your furniture before signing the paperwork and any damages must be illustrated to the driver – once the paperwork is signed without any exceptions we don’t have the possibility to claim on your behalf

Outside the UK :
We ship outside the UK and this is charged at cost based on the size of the items required and location. These will be indicated at the time of order/country of shipping is selected.  Please note these maybe subject to change due to the ongoing uncertainty we are experiencing with shippers. Customers will be responsible for their owns customs charges, if applicable, and should make enquiries with their local customs authority. Stock items are normally dispatched the same day and will be delivered within 1-3 working days if FedEx is used, depending on location. Some smaller items will be sent via Royal Mail to overseas locations where FedEx do not cover the delivery area or TNT/ associated partners charge for these areas at a higher rate. Please note customers will be responsible for any return charges and unpaid taxes should items be returned to us. These will be deducted from any refund.

Out of Stock/Special Order Items:
We will advise you by e-mail on the progress of your order and the likely delivery date. Delivery will be arranged prior to dispatch. Delivery details are indicated on each product's page. Please note these are indicative dates but we remain at the mercy of the manufacturer. We will keep you updated on the progress of your order but we can offer no compensation/ consequential loss for deliveries nor falling within the indicated delivery dates/ lead times.

 

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Thank You Messages

"Every part of their service and process is polite, efficient and accurate. Zero complaints what so ever, and continually impressed by this company."

May 7th 2023 | Tony

"good customer service....Very happy that I was able to amend my order after I realised that I needed to go with a smaller size..Good communication throughout. Table arrived well within the timeframe..and I love it!"

Jul 13th 2023 | Bjorn Lie

"Excellent customer service, the lady that assisted me on the telephone & via email was professional and super efficient, the service I received today was fabulous, would highly recommend Utility"

Jul 11th 2022 | Suzie S

"Great price and actually had the item in stock and this company is UK based and actually has customer service staff who answer the phone. Will definitely be using Utility Design again."

Jun 11th 2022 | Carl Rooney

"Utility Design have a wonderful selection of beautiful products but I was particularly impressed by their customer service when my delivery was delayed by the courier. They went above and beyond to keep me informed"

Jul 13th 2023 | Emma Young

"An absolute pleasure to deal with, their edit and knowledge superlative."

Jul 7th 2023 | AM