Delivery and Returns

Please Note: These terms do not apply to any purchases of The Lounge Co. products and services made in-store at Fenwick. These terms do not apply to Duresta, G Plan and Collins & Hayes products purchased in-store at The Lounge Co. Chiswick.

Delivery

HOW MUCH IS DELIVERY?

To mainland UK addresses:

Delivery charges for furniture (other than clearance) is £40 for one item and £60 for more than 1 item.
For cushion orders there is a delivery charge of £7.
For rug orders there is a delivery charge of £15
For clearance items there is a delivery charge of £60

Please note: A £50 charge will be applied for deliveries to Northern Ireland and the Scottish Highlands. For deliveries to UK addresses other than the UK mainland (for example, the Scottish islands, Isle of Man, Isle of Wight, Scilly Isles, Jersey and Guernsey) a charge of £80 will be applied. Please note: rugs can be delivered to UK Mainland only.

Our delivery partner will provide an estimated delivery time slot 36 hours before delivery of furniture items. If you subsequently cancel the delivery or if you are not available to accept the delivery when our delivery partner arrives at your address within the agreed time slot, we reserve the right to charge you an additional re-delivery fee of £100, in addition to any delivery charge already paid.

WHICH COMPANY WILL DELIVER MY PRODUCTS?

Cushion only orders and all rugs will be delivered by a standard courier service on an all-day service.

For all furniture products, we use Wincanton, a nationally respected delivery service, as our provider. Not only will they deliver your furniture to the room of your choice, they'll make sure it's securely put together, and remove all packaging - leaving your house nice and tidy.

DO YOU DELIVER ON SATURDAYS?

Yes, we deliver all furniture on Saturdays too.

All cushion only orders and rugs will be delivered on week days.

HOW LONG WILL DELIVERY TAKE?

Our furniture is made to order, so most items will take 6 weeks. If you are ordering the exact sofa, chair or footstool that is on display in one of our galleries then delivery will be just 4 weeks.

For clearance items, delivery can typically be around two weeks but you will be contacted by our delivery partner to arrange delivery as soon as possible.

WILL MY ITEMS BE SHIPPED TOGETHER?

To make it more convenient, orders for multiple furniture items will be shipped together. The expected delivery time will become that of the item with the longest delivery estimate.

As rugs are shipped separately by a standard all-day courier service we will endeavour where possible to ship them on the same date as your furniture, however this may not always be possible.

CAN I DELAY THE DELIVERY OF MY ORDER?

You can delay your order by choosing that option when you checkout, or simply call our customer service team on 01225 792 333, contact them via live chat or email: customercare@theloungeco.com

WILL YOU PUT MY FURNITURE WHERE I WANT IT?

We will put your furniture in your choice of room, providing it is accessible. We’ll unpack it and assemble it if necessary. We’ll also take away the packaging.

WILL YOU TAKE MY OLD SOFA AWAY?

If you would like us to take away your existing sofa, please let us know when you place your order. For a charge of £60 we will arrange for our delivery team to take your sofa away with them.
For any other questions regarding deliveries, please contact our customer service team on 01225 792 333, via live chat or by email: customercare@theloungeco.com


Returns

You have the right to cancel your order either before, or within 14 days of delivery.

Product must be returned to us in a saleable condition and we reserve the right to make reasonable deductions from the amount refunded to you if there are signs of wear and/or damage. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which we receive the product back. In this case, we will refund the price of the product in full provided that there is no evidence of use. We will refund any money received from you using the same method originally used by you to pay for your purchase. There is no automatic right of return for any Clearance Item purchased from our showrooms as they are sold as seen. Your statutory rights are not affected.

We will pay the costs of return if the Products are faulty or misdescribed. In all other circumstances, including where you are exercising your right to change your mind, you must pay the costs of return. If you are responsible for the costs of return and we are collecting the Products from you, we will charge you the direct cost to us of collection which is £110 for furniture and other items will be quoted depending on size and weight.

If you return a product for any other reason (for instance, you have notified us because you claim that the product is defective), we will examine the returned product and [where we have not been able to provide a replacement or repair] will notify of your refund via telephone or e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product.

HOW DO I RETURN AN ITEM?

If you wish to return an item, please contact our customer service team on 01225 792 333 with your order details. They will arrange a collection time to suit you.

CAN I CANCEL MY ORDER?

If you change your mind, you have the right to cancel your order either before, or within 14 days of delivery.

CAN I RETURN MY ORDER TO A STORE FOR A REFUND?

If you wish to return an item, it must be collected and cannot be returned to a store. Please contact our customer service team on 01225 792 333 who will arrange your return.

For any other questions regarding returns, please contact our customer service team on 01225 792 333, via livechat or by email: customercare@theloungeco.com