Delivery & Returns Policy
UK Delivery & Returns

Let us do the lifting. With our two-man furniture delivery service from £60, door-to-door tracked delivery from just £5.95, and international shipping to over 70 countries – what more could you wish for?

Parcel Delivery

From £5.95

Our Parcel Delivery option is available for most of our home accessories, gifts, lighting and even some smaller items of furniture. To provide a high quality service for our customers, we use DPD for the majority of our parcel deliveries.

How does it work?

Standard Service typically takes between 3-5 days. The price of the delivery depends on the size of the parcel.

Small parcel – £5.95

Large parcel – £34.95

How long will my delivery take?

Deliveries are made between 8am and 6pm, Monday to Friday and require a signature on delivery. We regret that it is not possible to offer a dedicated date or time slot for delivery.

What else should I know?

If no one is available to accept the delivery at the delivery address, the driver should leave a card with information on arranging re-delivery or collection. The driver will attempt to deliver the parcel three times before returning it to us.

Click & Collect

Free

For those who live or work in the vicinity of our Chelsea or Marylebone stores or will be popping by in the coming days, The Conran Shop offers a complimentary Click & Collect service. Perfect for when time is on your side.

How does it work?

Simply select Click & Collect when you check out, then choose our Chelsea or Marylebone store. We’ll contact you as soon as your order is available at the store.

When you are ready to collect it, bring your confirmation email to the store as proof of purchase. We’ll bring your order to the checkout or our loading bay for you to take away.

How long will my delivery take?

For in-stock items, this is normally within four days of order date. For items not held in stock, this is often within five days of the product’s arrival at our warehouse (see the specific product page for indicative estimated dispatch times).

What else should I know?

Furniture and large lighting orders will be held at the store for seven days following a date agreed via phone call or email, while accessory items will be kept for 14 days from notifying you that the order is ready to collect. If items are not collected, your order will be returned and cancelled.

We are happy to accommodate customers who have exceptional needs for this, so please let our Customer Service team know when we call you and we’ll be happy to help in any way we can. Some large items, such as sofas and large tables, are excluded from our Click & Collect service.

If you have any questions regarding this service, please call our Customer Service team on 0344 848 4000 (Non UK: +44 116 269 1083) or e-mail us: customerservices@conranshop.com.

Large Furniture Delivery

From £60

Most furniture and large items are delivered by our bespoke two-man Furniture Delivery service direct to the room of your choice. To ensure your order is delivered in perfect condition, please take note of the below information.

How does it work?

The cost of your delivery depends on the value of your purchase and your address within the UK. Please find a comprehensive run-down of the prices below.

Orders up to £1,500

UK Home Delivery service, within M25- £80

UK Home Delivery service, outside M25 – £100

NI, Isle of Man, Highlands & Islands – from £100

Orders over £1,500

UK Home Delivery service, within M25- £60

UK Home Delivery service, outside M25 – £80

NI, Isle of Man, Highlands & Islands – from £100

How long will my delivery take?

Furniture and other large items held in stock are typically delivered in 8-10 working days, if the delivery address is within the M25. Outside the M25, delivery may take 14-21 working days.

If your ordered item is not held in stock, typical delivery timescales are indicated on the relevant product page and we will advise you of the expected delivery date by telephone and/or email.

What else should I know?

We deliver Monday to Saturday. We will advise you whether to expect delivery in the morning (7am-12noon) or afternoon (12noon-3pm) and the delivery driver will contact you on the day of delivery, approximately 2 hours before they expect to arrive.

If you have agreed a particular delivery time but are then out when our driver(s) arrive, we can rearrange delivery, but an additional delivery charge will apply, even if the original delivery was free of charge.

Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge. We offer a full access check for £50.

Will your team assemble my furniture?

Our UK Home Delivery team will deliver to the room of your choice, subject to accessibility (see our access requirements for more information), moving any existing furniture, remove all packaging – unless instructed otherwise – and, if necessary, assemble the item to allow you to inspect it. If you are satisfied, you will be asked to sign our Proof of Delivery note, to accept the goods. If someone else is accepting delivery on your behalf, please ensure they are aware of the product details and your criteria for acceptance.

What happens if there is a delay to my delivery?

On rare occasions, circumstances beyond our control can delay delivery. If this happens, we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay. If the delivery address is changed after the order is placed, we will recalculate the delivery charge and either charge or refund you the difference.

Delivery Access

If you have any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise you to request an Access Check prior to purchase.

Why do I need an Access Check?

You are responsible for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery. You are also obliged to provide any required parking permits in advance of delivery.  The delivery charge does not include any costs resulting from the removal of fixtures, including windows and doorways, or specialist lifting equipment.

How much does an Access Check cost?

At a cost of £50, our delivery staff will inspect the delivery address to confirm whether delivery will be possible. Find out more information about The Conran Shop’s specialised Access Check here.

How do I arrange an Access Check?

To request an Access Check, please call 0344 848 4000, between 9am and 5.30pm, Monday to Friday. When requesting the appointment, you must inform us of any parking restrictions or vehicle access problems.

What happens if I do not opt for an Access Check?

If our delivery staff considers access unsafe, we will be unable to deliver your goods until safe access is provided.

If your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge.

Returns Policy

If you are not completely satisfied with any items purchased, you can return them to us within 28 days for a full refund or exchange. This does not affect cancellations or your statutory rights.

How do I make a return?

To return items, please complete an Exchange & Refund Form (on the reverse of your dispatch note), package your items carefully and send them to us at the following address:

The Conran Shop Online Returns, 3 Flatten Way, High Street, Syston, Leicestershire, LE7 1GU.

Please return unwanted or incorrect items in perfect, resalable condition, including the original packaging for a full refund or exchange. You will be liable for the cost of returning the item.

There is no need to contact us before returning items, but we recommend you obtain a Proof of Postage Certificate from the Post Office or courier. Please note that items ordered online cannot be returned at one of our stores.

What if my item is too large to post?

If your items are too large to return by post, please contact us on +44 116 269 1083 or e-mail us: customerservices@conranshop.com to arrange collection by a courier. You will be liable for the cost of collection.

Are there any items that cannot be returned?

Unfortunately, bespoke or personalised items, assembled flat-pack items, gift vouchers, perishable goods and beauty items, such as toiletries and cosmetics, can only be returned if they are damaged or faulty.

International Delivery & Returns

The Conran Shop offers delivery to over 70 countries worldwide. This means you can style your home the Conran way even if you live on the other side of the globe.

International Delivery

The Conran Shop’s unrivalled calibre of door-to-door shipping still stands from the Bahamas to the Netherlands. Find out more information about our international delivery charges and additional information below. For delivery to France it may interest you to know that The Conran Shop has a website specially dedicated to the French market where you may find it easier to place your order.

How much does international delivery cost?

As we have a very large range of products which are different shapes, sizes and weights our delivery charges for International addresses are estimates and we will contact you with a confirmed delivery charge, delivery time and to discuss alternate shipping options that may be available.

For more information, please contact our Customer Service team on +44 116 269 1083 or e-mail us on customerservices@conranshop.com.

Where will you deliver to?

We deliver to the following countries:

Europe

Andorra, Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey.

Rest of the World

United States of America, Antigua & Barbuda, Australia, Bahamas, Bahrain, Barbados, Brunei, Canada, Grenada, Hong Kong, India, Israel, Jamaica, Japan, Malaysia, New Zealand, Oman, Qatar, Russia, Saudi Arabia, Singapore, South Africa, St. Kitts & Nevis, St. Lucia, St. Vincent & The Grenadines, Taiwan, Trinidad & Tobago and the United Arab Emirates.

Are import taxes included?

International delivery charges are estimated and are based on a kerbside delivery only with Duty Unpaid.  Therefore, you are liable for any import duties and/or local taxes that may be incurred. We regret that The Conran Shop is unable to offer guidance on such duties or taxes and recommend that you contact your local import office.

What else do I need to know?

Delivery charges on your order and in your confirmation are estimates.  We reserve the right to amend the delivery charges and will advise you of any changes once we have received your order. Lead times for delivery may vary, depending on the delivery location. For some territories, such as the Asia, South America and Australasia, delivery charges may be based on delivery to port and you will need to arrange collection and customs clearance. We will advise you of this once we have reviewed your order.

International Returns

We regret that we cannot accept international returns unless items are damaged or faulty. In addition to our returns policy, under the Distance Selling Regulations, EU customers have seven working days (beginning the day after receipt) to cancel your purchase.

How do I cancel my order?

Order cancellations must be made in writing to Customer Services at customerservices@conranshop.com quoting your order number. In this case, we will provide a full refund, but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

Delivery Lead Times

At The Conran Shop, much of our furniture and lighting is in stock and available for delivery straight away. However, due to the artisanal, handcrafted nature of our products, some of our pieces are created bespoke just for you.

Our lead times incorporate the time it takes to place your order with our suppliers, its construction time, shipping to our warehouse, quality checks, final delivery preparations and finally the time it takes to ship it to you. Once your order is ready for delivery, we will coordinate with you and find the perfect time to deliver it to your door.

We make every effort to ensure the lead time is as accurate as possible, but it is important to note that lead times are based on an estimate from the supplier and can fluctuate. This is particularly common in the summer months when lead times are often a little longer.

Whilst a long lead time can sound daunting, rest assured that we will keep you up to date throughout the process. Halfway through the lead time we will send you an email to check-in and let you know if everything is on track. If you are after a more detailed update, get in touch with our customer services team who will be happy to help.

Further Information

The Conran Shop’s Legal Identity

The Conran Shop is the trading name of The Conran Shop Ltd. The site is owned and operated by The Conran Shop Ltd. Registered in England and Wales, company number 1217186.

Registered office address

The registered office is 22 Shad Thames, London, SE1 2YU, please do not send returns to this address.

Returns address

Our returns address is: Online Returns, The Conran Shop, 3 Flatten Way, High Street, Syston, Leicestershire, LE7 1GU.

VAT registration number

Our VAT registration number is GB 497603508

Any other questions?

If you have further questions on any aspect of The Conran Shop, please contact us by email at customerservices@conranshop.com, by phone on  0344 848 4000 (International: +44 (0) 116 269 1083), by using the below form or via post to Customer Service Team, The Conran Shop, 3 Flatten Way, Syston, Leicestershire, LE7 1GU