Terms and Conditions

Returns

Accessories, bedding and small item returns should be made in the original, undamaged packaging, and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price or repaired for resale. It is your responsibility to ensure that the goods you return are insured as Lucy Willow Ltd cannot be held responsible for goods that fail to reach us.

If for any reason you are not happy with your furniture you must return this at the point of delivery to avoid a collection charge. If for any reason we have to return to your house to collect furniture you will automatically incur a collection charge, between £25 and £75 depending on the size and number of item(s) being collected. Personalised products can not be returned.

Refund Policy

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you receive your product.

Goods delivery by courier service

The product you wish to return must be in a saleable condition in its original, undamaged packaging. Once we have received the goods we will consider the overall condition of the product before making your refund. We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. Refunds for items bought online or mail order are processed within 72 hours of receiving the goods back into our warehouse.

Furniture goods delivered by our in-home delivery team

Refunds and exchanges can only be accepted where the following procedures have been applied
- Furniture has been checked and not accepted at the point of delivery. By signing our delivery note you agree that you have inspected the goods, checked that all items are present and in an acceptable condition.
- If someone other than the purchaser is accepting the goods on the purchaser's behalf, Lucy Willow Ltd cannot be held liable for their failure to correctly inspect the goods or that all items are present and in acceptable condition

Cancelling your order

Online and Mail Order

If you place your order online or by mail order, distance selling regulations give you the right to cancel at any time up to 14 days after receiving your goods. All mail order or online order cancellations must be made in writing to the following address and received within the 14 day time frame. Verbal or email cancellations cannot be accepted. If we have to collect items you will incur a collection charge. We strongly recommend that you are present at the time of delivery.

Customer Services
Lucy Willow Limited, Registered address: St Andrews House, 11 Dalton Court, Commercial Road, Darwen, Blackburn, Lancashire, United Kingdom, BB3 0DG, Company Number: 05521538

Complaints

If you are not entirely happy with your recent experience, please raise a complaint by contacting our Sales Team at [email protected]/01257 733250. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 48 hours, we will send you a final response detailing our resolution. If we are unable to provide you with a final response within 48 hours, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.

Payment

Payment is taken on order except for purchases made using our finance facility. You have statutory protection to the value of the ordered goods when paying with a credit card in the unlikely event that your goods do not arrive.

Lucy Willow Ltd accepts all major credit cards (except Diners Card). Cheques should be made payable to Lucy Willow Ltd and sent to the above address.

Delivery Costs

For delivery charges please refer to our Delivery page.

Access Constraints

It is the customer's responsibility to check that furniture products can pass through doorways and stairwells. Please refer to the measurements stated online as a guide. Remember that some wardrobes are delivered in either two fully assembled parts, as one complete unit or where applicable completely disassembled. If you are unsure about access please call our sales team to assist on 01257 733250 (Local call charges apply).

Delivery failures due to access constraints always incur our standard return charge of £75.00 for large items and £45.00 for smaller items. This partially covers the cost of delivery and restocking and administration.

Protecting your floors and providing for a safe delivery

Delivery

Lucy Willow Ltd will make every effort to deliver at a time that fits in with your business or social commitments. The purchaser should ensure that they can take the delivery in person. Deliveries can not be left with tradesmen, family members or domestic staff unless they have full authority to check and sign for the goods i.e. goods can not be signed unchecked. We strongly advocate that the purchaser is present at the time of the delivery.

Gaining Access

Once a date and time window (3 hour time slot) has been agreed it is incumbent on the customer to ensure that the property is attended and that delivery can be made. Should your home be unattended our delivery team can only wait a maximum of ten minutes as this will lead to inconveniencing other customers. Every effort will be made to deliver within the agreed time slot and our team will contact you en-route should they experience mechanical or traffic problems that would result in a delay. Lucy Willow Ltd cannot be held responsible for delays of this nature.

If your home is difficult to access (e.g. a narrow road or parking restrictions) please advise our sales team when placing your order.

Delivery Times

Deliveries will usually be made on Mondays to Fridays between 8am to 7pm. Saturday and Sunday deliveries are sometimes arranged. For small items of furniture or accessories we use an overnight delivery service, if you or the intended recipient is not available, our designated courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

The following time estimates from date of order to date of delivery. These estimates are to assist you with planning and do not form part of our contract to you.

- Made to Order Furniture Orders (6-8 weeks)
- Out of stock Furniture (10-12 weeks)
- In Stock Accessories & Bedding (up to 10 days)
- Out of Stock Accessories & Bedding (up to 28 days)

Delivery Area

We deliver to most postal areas in the UK. Delivery to areas outside Mainland Britain will be subject to shipping costs. A competative quote will be given on request by contacting us on 01257 733250 or email [email protected]
Should you wish to arrange your own shipping to another country, we can deliver to your shippers if required. Please note that once our products are accepted by your shippers the liability for their safe transport and keeping lies with your nominated shippers. Goods that have left the UK can only be returned at your cost and only refunded or replaced if a manufacturing fault has occurred. It is incumbent on the customer or their chosen shipper to thoroughly inspect the goods and advise our delivery team of any problems at the point of hand-over.

Disposal & Installation

Unfortunately we are unable to remove your old furniture or mattresses. Furniture such as beds can be assembled by our delivery team, a charge is incurred.

Product Guarantees

All our painted furniture products are guaranteed for 60 months from date of delivery. If for any reason your furniture develops a fault please contact customer services on 01257 733250. The guarantee covers the products under normal usage and storage conditions. Please note that furniture placed close to radiators can expand and contract, causing unnecessary damage to the product and as such problems of this nature are not be covered by the guarantee.

Mattresses

All our mattresses are guaranteed for five years.

Your Order Confirmation

We will send you a confirmation email detailing the precise order received. Please check this confirmation carefully and advise us immediately on 01257 733250 if there are any errors.

Incomplete Deliveries

If you have not received the entire order as detailed in the order confirmation sent to you please call us on 01257 733250 between 9am and 5.30pm Monday to Friday. You can email us anytime on [email protected]. Missing products must be advised on the day of delivery. Furniture deliveries must be checked thoroughly as Lucy Willow Ltd cannot send additional products if your delivery note is signed and accepted as complete. It is essential that missing products are noted on the delivery note at the time of delivery.

Contract cancellation - mail order and online orders only

Please note that distance selling regulations entitle you to cancel your contract with Lucy Willow Ltd if you so wish provided that you exercise your rights within 14 working days after the day on which you receive your goods.

If you wish to exercise your right to cancel your order please write to Customer Services

Lucy Willow Limited, Registered address: St Andrews House, 11 Dalton Court, Commercial Road, Darwen, Blackburn, Lancashire, United Kingdom, BB3 0DG, Company Number: 05521538

We can only accept cancellations that are received in writing, sent to the above address within 14 days of receiving your goods, or by emailing [email protected].

Please note that your right to return goods or cancel your order does NOT apply to personalised items or made to order items and no refunds or replacements can be made.

Description of products

Each product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions and prices of products are correct. It is the customer's responsibility to check that furniture products can pass through doorways and stairwells. Please refer to the measurements stated online as a guide. Remember that some wardrobes are delivered in either two fully assembled parts, as one complete unit or where applicable completely disassembled. If you are unsure about access please call our sales team to assist on 01257 733250 (Local call charges apply).

PLEASE NOTE: Delivery failures due to access constraints always incur our standard return charge of £75.00 for large items and £45.00 for smaller items. This partially covers the cost of delivery and restocking and administration.

PLEASE NOTE: For deliveries that have been pre arranged we require a minimum of 24 hours notice should you decide to cancel your delivery. Failure to do so will result in our delivery company charging us the full delivery cost which will be passed on to you. The cost incurred will be dependant on the size and number of items.

Protecting your floors and providing for a safe delivery

It is the customer's responsibility to provide protective floor coverings if, for instance, there are lightly coloured carpets. Lucy Willow Ltd cannot be held liable for damage caused to your home if brought to our attention retrospectively (i.e. after the delivery team has vacated your property). In the unlikely event of damage you must complete a damage report form in the presence of the delivery team, which they must counter-sign. appearing on our website, in our brochure and in-store are correct. Although we aim to keep our website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.

Payment

All prices are inclusive of VAT (where applicable) at the current rate. The total cost of your order is the price of your goods, plus delivery charges. Payment can be made by most major credit cards, cheque and cash.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Transaction Refusal

We reserve the right to withdraw any products from offer in our brochures or website at any time and/or remove or edit any materials or content. We also reserve the right to refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.

We will not be liable to you or any third party by reason of our withdrawing any of our products from our website or brochure whether or not that product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase from our website and lawfully enter into and form contracts on our website under law you must:
- Register by providing your real name, phone number, e-mail address, payment details and other requested information
- Be over 18 years of age
- Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
- Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to buy any of our goods, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

Law of Contract

This contract shall be Governed by the law of England & Wales and any dispute, question or remedy, howsoever arising determined exclusively by the Court of England and Wales.