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Returns & Delivery Policy

Returns & Delivery 

Once we have received your order; 

  • We will typically contact you during the next working day (Monday to Friday) by email, advising you of a planned delivery date.
  • We will endeavour to keep you updated with the status of your order
  • If you have any queries regarding your order, please feel free to email us at info@austenwest.co.uk quoting your sales order number.

We will always do our best to arrange delivery of in-stock items on a day of your choice within 3-5 working days of taking your order, subject to stock, courier area and availability.

Delivery Charges

There is a flat rate delivery charge of £50 on all products, except for any local addresses within a 20 mile radius of Royston, Hertfordshire, which is free of charge. (Once you’ve entered your shipping address, shipping will automatically be calculated in the cart.)

Our delivery methods may include the following:

• One-person delivery – is used for the majority of our orders for items that are small to medium-sized

• Premium Two-man delivery – this service is used for larger sets to ensure your products arrive in perfect condition

• Royal Mail Delivery – for small to medium-sized pieces

• Pallet delivery – we only use our pallet delivery service for overseas deliveries

If the item you would like is not currently in stock but is available soon, the estimated lead time will be stated when you place your order, and the item will be reserved for you.

Where any delay occurs, we will notify you by email at the earliest opportunity. Lead times quoted are given in good faith, based on the best available information we have at the time.

If we are out of stock of an item and no estimated lead time has been stated, please contact our Customer Service team for an availability update.

Please note, while every effort is made to ensure that the estimated delivery date on your order confirmation is accurate, on rare occasions your delivery may be delayed due to circumstances beyond our control.

Delivery Methods

Your delivery will be completed when we deliver the goods to the address you gave us. On delivery, the Delivery Record must be signed by either you or your nominated representative. Please ensure that you check your goods are correct and free from damage, and recording any discrepancies, damage, or missing items on the Delivery Record. Any packaging should be opened carefully and kept in case you need to return the goods. If the packaging has been damaged, but your products are undamaged, write “packaging damaged” on the delivery record, and we will provide replacement packaging at no extra charge should you require it.

If no one is available at the address you gave us to take delivery, the courier may leave a note with information about how to rearrange delivery and/or may take a photograph to confirm the address to which delivery was made. Re-delivery charges will be calculated according to the number of items to be delivered, availability of a delivery vehicle, your location and complexity of the delivery – this is usually around £50 for larger items. In these circumstances, re-delivery will not take place until any additional charges have been paid.

Please note cushions may be packed under the furniture frames and are delivered sealed in clear plastic wrapping that will allow for inspection. Any cushions that have been unsealed will be deemed as having been used. Therefore, they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

If your goods are faulty, you are entitled to claim a repair or replacement of the products or affected parts. If you have not used the goods, and they were damaged when delivered, you may be entitled to a full refund.

It is your responsibility to advise us at the time of ordering of difficulties that may be encountered when delivering the goods to your property.

Although we try to be as accurate as possible, product measurements specified by us are always approximate.

Before placing an order please consider if access can be gained easily for delivery e.g. are the doors wide enough, are there any awkward stairs, lift or passages, or are there factors that may prevent us from completing a standard delivery: red routes and parking restrictions; delivery vehicle size restrictions; restricted access into property due to the size of the ground floor entrance; limited access within the property to the intended delivery location. Such factors may require alternative delivery methods for which there may be an additional charge.

The courier may refuse delivery and by us if there are any health and safety issues or if there is a danger of damage to your property. If we accidentally damage goods in the course of delivery, our liability for that damage is limited to the repair, replacement or refund of the products delivered or the value of the goods. We do not pay compensation beyond these limits.

If you are not available to take delivery at the prearranged time, or the item(s) will not fit through the access points to your property, or you refuse delivery, Austen West Outdoor Living reserves the right to charge you a restocking fee of £70.00.

Faulty Goods

If your goods are faulty, you are entitled to claim a repair or replacement of the goods or any affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.

If you refuse delivery, please notify us so that we can expect the return shipment.

If you later discover any defects not caused since delivery, you should notify Rattan Direct Limited immediately, including photographs and a written description of the defect/s, either by email to info@austenwest.co.uk using the subject line: Defective return; or by post to our head office address. Please state your name, order number and postcode in any correspondence. We reserve the right to request images or inspect any reported issues and remedy on-site in compliance with your statutory rights. Once delivery has taken place, we may be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.

Cancellations and Returns

If your goods have not been custom made to your specification or you have not examined the product in one of our showrooms before purchase, you have the right to cancel your order from the time you place your order up to 14 days from the date of delivery. Just notify us of your wish to cancel by email to info@austenwest.co.uk with the subject line: Cancellation.

If you wish to return the goods to us after delivery has been made, it is your responsibility to return the items to our central delivery point at our head office address in a good saleable condition and your own cost, no later than 14 days from the day on which you communicate your cancellation. Our head office address (found on our contact page)

Austen West recognises that many customers do not have the means to return large items and will arrange collection during regular business hours (Monday to Friday) if requested. A charge will be made to cover the cost of collecting the item(s). This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.

You are responsible for the goods once they have been delivered to the address you gave, and you are liable for any subsequent loss or damage. A deduction will be made if the value of the goods has been reduced, for example as a result of you handling the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods), assembling the goods, using the goods, or damage caused during return transit by you or a third party, or as a consequence of inadequate re-packaging. Additionally, a charge may be made to replace any missing or damaged original packaging.

Following the cancellation of your order any monies will be refunded by the method you used to pay us where possible, and usually within 14 days of our receipt of the returned goods at our head-office address, or within 14 days of you providing evidence of having returned the goods, whichever is sooner. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.

Modifying your order

If you modify or change your order, you may find there are changes to your delivery timetable and the price you pay for the item (you will be charged the current selling price on the day you amend your order). Any changes to your order must be notified to us in writing (by email). Please note, it may be necessary to cancel your original order and create a new order.

Changing Delivery Date

It may be possible to change a planned delivery date if we are given at least 24 hours’ notice before dispatch from our warehouse. However, it is not possible to make a change if the goods have already been picked and dispatched to a courier depot in advance of delivery. If you postpone your delivery within 5 days of the agreed date re-arrangement charges of £50 may apply.


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