delivery & returns
- Free standard delivery on all UK mainland orders over £20
- We aim to deliver all products within 7-14 working days. (UK mainland only)
- Your items may arrive separately
- 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:
- TNT & Parcel force- Large / heavy items
- DPD- Items up to 1m and under 15kg
You will receive email and text notifications from No18 delivery partners which enables you to track and divert parcels.
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.
Returns policy for bespoke cushions: All our cushions are hand made to order and are none refundable/exchangeable. If you are unsure on fabric colours or choice, please request a free fabric sample in advance of purchasing.
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:
- Email email@example.com pease include your order number and any photos if your return is damaged. 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 a return on your behalf the costs associated below, of which we will deduct this value from your refund.
- Packages under 100cm x 60cm x 47cm and under 15kg £6
- Packages over these dimensions we will confirm the price upon request.
Alternatively if you would like to organise your own return, please post items back to our warehouse address and email your pod to firstname.lastname@example.org
Unit 18, Bolton road business park, Rotherham, S63 7JY
Once items have been 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.