delivery & returns
Delivery options outlined:
- FREE STANDARD DELIVERY on all UK mainland orders over £20
- We aim to deliver all products within 6-12 working days. (UK mainland only)
- Worldwide shipping is available and charged accordingly at the checkout.
- Please allow up to 15-20 working days for worldwide delivery
- Worldwide deliveries are none refundable/exchangeable
Delivery exceptions: We have lots of products featured on our website and although most items are in stock, some items are on back orders with our suppliers & manufacturers which can unfortunately lead to delays. Delays in this instance will be communicated immediately. If you require more information regarding anticipated delivery time lines on any of our items, please contact us before placing your order and we will happily to advise on this
Our Delivery Partners: We use TNT direct for larger/heavy items and Hermes light & large for smaller items. Deliveries within a 25 mile radius of our Rotherham HQ are hand-delivered by one of our team in our No18 branded vehicle. We will always try and deliver at a day and time to suit you. For larger and/or heavier goods, customer assistance may be required to help with the unloading of these items. Couriers are restricted to delivering items to the ground floor only.
No18 Packaging: The most important thing to us is that your No18 item/items arrive in perfect condition. That’s why we take extra measures to make sure they do. We even double box smaller items. Having said that, we are very mindful of our carbon footprint. We guarantee the outer cardboard box used to encase your goods is 100% recycled by us and totally recyclable for you too.
Returns policy outlined: In the unlikely event, you are unhappy with your No18 purchase, there is a 10 day returns policy in place after your delivery. Items for return must be in original packaging and in a resale-able condition.
Faulty Goods: No18 items are inspected thoroughly before despatch. It is extremely rare but on occasion, goods are damaged in transit. We advise customers check ALL ITEMS thoroughly when delivery has been made. We allow up to 7 days after your delivery to notify us of damaged goods. Damage claims made after 7 days upon receipt are not valid and are none refundable/exchangeable.Therefore we urge customers check all items upon receipt. This is also outlined on your order confirmation email and enables us time to make a claim with the couriers in question and resolve the situation efficiently for you.
How to return: Complete the ‘contact us’ form on our website outlining your order number and return details. We aim to be back in touch within 24 hours Mon-Fri. Due to our free delivery service, No18 do not cover the delivery costs of returns. If you would like No18 to organise your return collection, we will deduct 10% off the refund value and organise this on your behalf, please confirm in writing if this is how you wish to proceed. (Excludes orders made using Klarna) If you would prefer to organise the return yourself, we recommend using Parcel Broker or Hermes.
Our warehouse address: Unit 18, Bolton road business park, Rotherham, S63 7JY
Once received back at our depot, stock will be checked and the refund issued. Please allow up to 10 days for the money to reach your bank account.
Returns policy for bespoke cushions: All our cushions are hand made to order and therefore do not offer refunds or exchange on these goods. If you are unsure on fabric colours or choice, please request a free fabric sample in advance of purchasing.