delivery & returns
- Free delivery on orders over £20 (UK Mainland only)
- Delivery takes between 7-14 working days from the order being placed (UK mainland only)
- Items may arrive separately and via different couriers
Although most No18 products are in stock, some items maybe on back orders with our suppliers/manufacturers which can lead to shipping delays. Delays in this instance will be communicated within 48 hours (Mon-Fri). If more information is required regarding anticipated delivery timelines, please contact us before placing your order and we will happily to advise.
DELIVERY PARTNERS SMALLER GOODS:
- DPD: All items under 1metre
(Please ensure your telephone number and email address is entered correctly at the checkout to receive direct tracking information and a 1-hour delivery time slot)
DELIVERY PARTNERS LARGER GOODS:
- TNT/ DHL / Parcelforce: Heavy/larger items
(Please ensure your telephone number and email address is entered correctly at the checkout to receive direct tracking information)
*Please be aware. For larger and/or heavier goods, customer assistance may be required to help with the unloading of these items. Couriers are completely restricted to delivering items to the ground floor only.
I’VE JUST PLACED MY ORDER WHAT HAPPENS NEXT
- Firstly thank you 🙂
- You will now receive a confirmation email containing your order number and showing the goods purchased
- Behind the scenes we are carefully processing and preparing your beautiful order for despatch
- The next time you hear from us is when your order is ready to ship. We’ll send you an email letting you know
- You will then receive an email/txt from the courier with tracking info
- All your items will arrive within 7-14 working days…don’t panic if they start to arrive separately
NO18 PACKAGING & OUR SUSTAINABILITY COMMITMENT:
The most important thing to us is that your No18 item/items arrive in perfect condition and you’re totally satisfied with the purchase. That’s why we take extra measures to make sure they do. We double box smaller items and use lots of recyclable internal packaging. Having said that, we are mindful of our carbon footprint. That’s why we ensure all our cardboard boxes are made using recycled card and they’re totally recyclable for you too.
- 14 days returns policy in place after an order has been delivered
- Items are to be returned in the original packaging, in a saleable condition
- Due to our genuinely free delivery service, No18 do not cover the shipping cost of returns
CUSHIONS RETURNS POLICY:
All cushions are hand made to order and are none refundable/exchangeable. If you are unsure of fabric colours or choice, please request a free fabric sample in advance of purchasing.
FAULTY/DAMGAED GOODS POLICY:
No18 items are quality inspected before despatch. On very rare occasions goods can become damaged in transit. We advise customers check ALL ITEMS thoroughly after a delivery has been made. We allow 7 days after 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 enables us time to make a claim with the courier in question and resolve the situation efficiently for yourself
HOW TO RETURN:
- Email email@example.com please include your order number, reason for return and photos of any damage
- Due to our free delivery service, No18 do not cover the delivery costs of returns
- Please post items back to the following address: No18 Interiors LTD , Unit 18, Bolton road business park, Rotherham, S63 7JY
- Send the returns POD to firstname.lastname@example.org
- When items arrive safely back to our depot, they are quality checked and a returns decision made
- You will receive an email confirming this and the relevant refund amount will be processed in our system
- Please allow up to 10 working days for the money to reach your bank account before contacting us. (Paypal refunds can take much longer)
*It is our customers responsibility to ensure items arrive safely back to us. No18 reserve the right to refuse a full refund if the item returned is damaged due to lack of packaging or not as originally described at the time of the request*