Delivery + Returns
Customer service
Our customer service representatives are available Monday to Friday between 9.30am and 5.30pm on 020 7837 1900 or via our web chat facility.
At the weekend please contact the shop on 020 7288 1996. Alternatively, you can email orders@twentytwentyone.com
Delivery Charges
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Mainland UK |
Highlands |
|||
|
Collect in Store |
Free | N/A | ||
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Parcel under £100 |
£6.95
|
£19.95 | ||
|
Parcel over £100 |
Free | £14.95 | ||
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Oversize under £1,500 |
Free | £180 | ||
|
Oversize over £1,500 |
Free | £100 | ||
|
Fragile under £1,500 |
Free | £90 | ||
|
Fragile over £1,500 (Mirrors, art prints) |
Free | £60 |
Order and Delivery Times
For items we carry in stock, you should receive your order within 2-4 working days.
Made-to-order items will be ordered specifically for you in the finish, size, or colour specified at the point of order.
Delivery time varies by product and manufacturer, as stated on product pages and on your order confirmation.
Once orders have been received and checked at our warehouse we will arrange final delivery with our delivery partner at your convenience considering any regional schedules.
Delivery Partners and Services
We use UPS and DPD to deliver accessories, smaller items of furniture and lighting on a tracked service and will advise you of the tracking number on dispatch.
In London, large furniture deliveries such as sofas, dining tables or sideboards with a cost over £1500 include basic unpacking and placing in the room of choice. This does not include more complex assembly, electrical installation or fitting to walls or ceilings.
In London, delivery for orders under £1500 is a to-the-door service and does not include additional services such as placing in a room, unpacking or light assembly.
Outside London, delivery of furniture, oversize lighting, large mirrors and artwork is to the door only unless by prior arrangement. Therefore, goods may require unpacking, assembly and placement in the room of choice by others and this is not included in the standard free delivery option.
Delivery can be upgraded to an installation service at additional cost by emailing orders@twentytwentyone.com or calling 020 7837 1900.
Where deliveries require special access or additional handling, such as to properties situated on red routes or to apartment blocks where items need to be carried up multiple flights of stairs then arrangements need to be discussed in advance with our customer services team and may incur additional charges. Abortive deliveries due to access issues or failure to be at home to receive goods may incur additional costs for re-delivery.
Highlands and Islands deliveries are not included in the free delivery offer and are charged at an additional fee as per the above schedule so please check prior to ordering.
Free delivery does not apply to ex-display sale items or vintage pieces. These require more specialist handling / packing and delivery is by prior quotation and chargeable.
Access checks and short-notice cancellation charges
Prior to placing an order, please check the dimensions at the delivery address for access (including doors, stairs, lifts etc), as well as the area of intended use to ensure that the product is the right size for your needs.
Our delivery company can provide an access check at an additional charge if required. This must be arranged prior to placing an order where access is in question.
Goods that fail to fit into your property at the point of delivery are your responsibility and non-returnable as twentytwentyone have no control over this and the goods cannot be returned to the manufacturer.
Any specialist delivery arrangements required such as hoists or dismantling items to component form and re-assembly would need to be by quotation and at additional cost.
Collect in Store
Our click + collect service allows you to collect from one of our stores. Please note that only items below a certain size can be collected from our Upper Street shop.
Larger orders can be collected from our River Street showroom. The showroom is 10 minutes from Upper Street and has the benefit of on-site parking for ease of collection.
If you have selected the 'Collect in Store' option, we will contact you once we have processed your order to confirm which location it can be collected from.
'Collect in Store' orders can be held for a maximum of 4 weeks. If not collected within this time and we are unable to reach you to make alternative arrangements, your order will be returned to our warehouse and refunded. This will be confirmed by email and may take up to 14 days to process.
International Delivery charges overseas are calculated at checkout
International Deliveries are to the door only and goods may require self-assembly.
From the 1st January 2021, all deliveries outside the UK may incur customs duty, tax and local handling charges payable on delivery. These charges are payable by the customer and vary by country and we advise you should enquire locally for more information prior to ordering. These additional local import charges are levied by the government in the country of import and are not included in the delivery charges shown on the twentytwentyone website.
Goods cannot be rejected on import and refunded/returned due to these charges.
Please be aware that connection issues with the UPS API sometimes occur. This may lead to the shipping quote being under or over-estimated. To get an exact delivery quote please contact orders@twentytwentyone.com
Return of Goods Policy
Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order. Returns are at the customers' own expense. We advise you to use an insured, signed-for service.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. We are unable to accept any item with any indication that it was used.
Correctly returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, and generally within 7 working days.
Damaged / Faulty Items
We make every effort to deliver your items to you in perfect condition but unfortunately, occasionally transport damage occurs. It is therefore essential that you check your delivery as soon as it is received. If there is a problem with your order please contact orders@twentytwentyone.com within two days of receipt so that we can resolve the issue for you promptly.
We cannot refund or exchange made-to-order products.
Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available, goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore, it is not possible to return these items.
We will contact you via email to confirm your order details are correct before we place the order with the supplier. The item will be noted as made-to-order if it is non-returnable on the sales order. You have 2 days to amend your order from receipt of this confirmation email.
Please only order if you are sure that the item and finish are right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.
Made-to-order goods include furniture and lighting items whereby you select a fabric, colour, material finish or size at the point of order.
Vintage and ex-display sale goods are sold as seen and non-returnable. We, therefore, recommend goods are viewed prior to purchase.
Earrings We do not offer refunds or exchanges on any pierced jewellery due to hygiene reasons unless the item is faulty.
International Returns
Prior to dispatch we double-check our products to be sent overseas to ensure that they are in perfect condition, however, we are aware that occasionally things can go wrong in transit.
We will always stand by our products and if they are damaged in transit or faulty, we will repair/replace them; however, you must cover the cost of returning the faulty product to us. We currently only have a UK office, and we therefore simply cannot offer the same level of after-sales service to non-UK customers as we can to our UK customers so please consider this before ordering.
