Delivery
In Stock Items:
Accessories: Dispatch time: 1-2 working days.
Furniture: Dispatch time: within 7 working days.
Made to Order:
All made to order items will be dispatched within the lead time stated on the item listing. We use either one of our own vans or our delivery partner, delivery times are between 5-10 working days, we will contact you when the service is booked with your tracking information.
Please ensure for all purchases that you include your full name, address, email address and contact mobile number. The dispatch of your item will be delayed until we have received all of this information.
All deliveries are a one man service as standard to your doorstep so please ensure that there is an able-bodied person available to assist. If for any reason the driver has to enter your home or premises we are not liable for any damages caused to your property. If your delivery is carried out by one of our team and not by a courier they are generally happy to help in getting the item into your home unless it proves a risk to their health & safety or your property, this is entirely at the discretion of our driver and they will need assistance with heavier items. Deliveries are carried out between 8am and 8pm during weekdays.
If you require a two man delivery service for furniture to be brought into your home or premises, or you have any special requirements, it is essential and your responsibility to inform us before delivery and we can provide a quote for additional services subject to your location.
Where legs are purchased with a piece of furniture, it will not be delivered assembled. We can provide an assembly service at an additional price depending on your location, please contact us for a quote.
Missed Deliveries
Once your item is ready to dispatch you will receive your tracking information. It is your responsibility to ensure that arrangements are made to take delivery of your order. Any missed or cancelled deliveries may incur an extra re-delivery charge.
When your furniture order is delivered with our delivery partner you must either accept or decline their proposed delivery slot which will be sent to you by text and/or email. If you have accepted a delivery slot and are then not in to accept delivery within the specified time window a standard redelivery charge of £25 will be made. We will contact you to take this payment before a new delivery time is arranged.
Delivery Fees
We offer free standard 2-3 day delivery service on orders over £50 (following our lead time as noted above) on all purchases to UK Mainland Only (excluding northern areas of Scotland or any non-mainland UK delivery addresses such as the Channel Islands, Jersey, Guernsey, Isle of Man and the Shetland Islands). For purchases outside of Mainland UK, please contact us for an accurate quote.
Returns
At Sustain we are committed to delivering the highest standard of service.
If you are not completely satisfied with your purchase you may return it within 14 days of receipt for a full refund. The item must be in its original packaging and undamaged. If the item is not in its original packaging and condition we reserve the right to refuse your return or deduct a charged based on its condition.
We are unable to accept the return of any item which is bespoke or has been made to your dimensions or colour unless it has arrived damaged or there is a manufacturing fault.
We are unable to accept the return of any item where a defect or stain has occurred due to lack of preventative and maintenance measures on your behalf. Please see our cleaning and stain maintenance recommendations for further information here.
If the item is returned after 14 days a credit note will be issued at our discretion which will be valid for 12 months from the original date of purchase.
If the item is damaged or faulty we will cover the cost of the return postage. We will not cover the cost of returning unwanted goods.
Your refund will be processed as soon as possible and no later than 14 days after we have received the item. Your refund will be made using the same method of payment originally used, if this is not possible for any reason we will contact you.
Until we have received a return the you are responsible for the goods and the condition that they are returned in. Please ensure that the item is packaged sufficiently and you may wish to obtain a proof of postage.
Damaged / Faulty Goods
Please ensure that you check all items at the time of delivery. All damaged or faulty items must be returned to us within 30 days of receipt for a full refund. You must notify us at admin@sustainfurniture.co.uk as soon as possible upon receiving damaged or faulty goods including a full description of the issue and photographs.
If you discover a fault within the first six months of having the item we will replace or repair it.
Spreading Payments
If you decide to use our 50% deposit payment now and 50% final payment before delivery option we will send you an email 48 hours before your item is dispatched with an invoice for your final balance, we use a system that accepts PayPal and all major credit cards. The full balance of your payment must be received prior to your order being dispatched. Delayed payments will result in the delay of your delivery. The 50% deposit is non-refundable. Non payment of your final balance will result in your order being cancelled and your deposit will not be refunded.