All made-to-measure products are designed and manufactured to your exact sizes once you have placed your order. This normally takes approximately 21 days from receipt of your order with payment; however, this depends on the items ordered, sizes and finishes. In exceptional circumstances we may be able to produce certain items more quickly. All orders are sent via a recommended pallet courier service as soon as they are completed. We will contact you prior to dispatch of your order to arrange a suitable date and time. You can defer delivery for up to 14 days with no charge. Storage costs will be charged should Rough Living Furniture Limited be required to store the product longer than the 14 day window. Cost will be calculated on size of each product.
Delivery is between 8am to 5pm Monday to Friday, and you must be able to accept your delivery on this basis. If your house is hard to find or you want your order delivered to a neighbour please put a short message and a contact telephone number on the order form to assist the driver.
Most of our deliveries are made by a third party courier service. However, depending on your location and the size of the order we may use a direct van delivery, in which case you will not receive a text but we will call you in the preceding days to arrange any details.
Please check that the parcels are addressed to you and that all your parcels have been delivered – if not ask the driver to check the van. See the text for the number of parcels in the delivery. Your parcels may be large, heavy and/or cumbersome and at all times you will be asked help to move the parcels. Please ensure you have assistance for midnight and heavyweight purchases. The delivery service will take the parcels to the door of the building (or as close as is reasonably possible) but not necessarily to, or inside, the door of your residence. If access to the door is restricted (for example if you live in a block of flats or within a traffic-restricted zone) it is your responsibility to tell us this when you place the order, as it may affect the delivery.
When receiving a delivery please check it for obvious damage. If you receive a damaged parcel, sign for it with “damaged but contents unchecked” and let us know which parts are damaged. We will remake and send them free-of-charge as quickly as possible. Please do not assemble your item until we have resolved the issue.
If the driver is unable to deliver because you were out they will leave you a card advising of the attempted delivery. If they do this please call the number on the card as soon as possible (not us) to rearrange delivery. If the driver is still in your area they will try to return that day to make the delivery. If a delivery is arranged but cannot be delivered due to customer absence at the arranged time, a secondary delivery will be arranged and the customer will incur the cost. This will incur a return cost for us and a re-delivery cost for you the customer.
We will always do our very best to get deliveries to you without inconvenience, and our performance record is very good. However, due to the nature of the service we offer and the delivery companies, we cannot guarantee the delivery time or day, so please do not arrange to have fitters or builders waiting for a delivery. Therefore, if you use our services, you must accept these circumstances. We are unable to accept liability for any consequential losses.
TERMS, CONDITIONS AND PRICES ARE SUBJECT TO CHANGE WITHOUT NOTICE.