Last updated 04/12/23
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When lead time begins
*Lead time starts from the moment we receive your material (if you are sending COM) and all product information necessary to build your order.
This information required may include:
Please note; if you amend or change your order before we have started production, the lead time will start from the moment the amendment is confirmed.
Free delivery over £500**
If you are purchasing multiple items, to find the cost of delivery please see your basket at checkout.
**In the event of us offering Free Delivery, this applies to UK Mainland only.
The most vital and important part of what we do at The Footstool Workshop is getting your order to you in tip top condition, our aim is to get your order to you safely and conveniently without any unnecessary, potentially risky delays, including avoiding storage of precious items and expensive fabrics.
Our tried and tested method of delivery avoids any potential damage, frustration or uncertainty with the delivery process and after many years of experience, we have put together this helpful guide to explain how our deliveries work best and introduce the wonderful people we trust to look after your order once it has left our workshop.
Your understanding of this process and the people involved is greatly appreciated and we all thank you in advance for your co-operation and flexibility. Your involvement in the delivery process is minimal but extremely important to its success.
Delivery charges to the UK Mainland are as follows:
Samples are sent 1st Class with Royal Mail within 2-3 days of placing your order. Browse our samples here.
About our delivery team
Orders over £500 value are delivered free of charge to one UK mainland address by DW Services*, our trusted delivery team. As a family business with whom we have worked for 7 years, they are logistics experts that will build their delivery run to maximise efficiency and minimise pollution and wastage. Often this means grouping deliveries in similar postcodes or along a route together.
Your principal contact at DW Services will be Dorota. We ask that you work with her to book in your delivery when they will be in your area. They are simply the best to deliver your order, are extremely hard working and very polite and courteous – they may be the only members of our team that you will meet in person.
*On occasion or in exceptional circumstances, your order may delivered with an alternative carrier. If this is likely, we will let you know in advance.
The delivery process
As your order nears the end of its production journey, your details will be passed to Dorota who will liaise with you directly to book your delivery in. Once delivery has been arranged, the delivery crew will deliver to your room of choice and take all the packaging away.
Your order will need to be signed for on completion of the delivery. Please inspect your order before signing the delivery documents.
Once the delivery date and time is agreed with Dorota please ensure that you or someone in your household is there to accept the delivery. The crew will not be able to wait if no one is present at the agreed time as there will be other customers in the delivery chain who will all have been given time slots. Your order will be re-scheduled for a re-delivery and this will be charged at £50. Deliveries that are re-arranged will have to take place the next time we are in your area, especially in areas that we do not travel to frequently.
Wherever possible we actively try to reduce our packaging waste. When your order is ready to be packed, we carefully ready your order for dispatch.
Your items are firstly wrapped in a protective layer of clear plastic (and sometimes bubble wrap too). This can be left on the item if you are not ready to use it immediately. The corners are then reinforced with strong protectors and wrapped in reusable furniture blankets ensure safe transit. It is these blankets and corner protectors which DW Services then return to us to use again and again.
Access issues on delivery
It is your responsibility to ensure the goods will fit into your room of choice. In the event that your item cannot be delivered because the access does not allow for it you have two options:
Changing your delivery date
If you have confirmed a delivery date:
Once agreed, your delivery slot is not flexible as it may cause the delicate delivery chain to collapse, inconveniencing other customers in your area that have worked with Dorota to accept the delivery date. Once the delivery date and time is agreed with Dorota please ensure that you or someone in your household is there to accept the delivery. The crew will not be able to wait if no one is present at the agreed time as there will be other customers in the delivery chain who will all have been given time slots. Your order will be re-scheduled for a re-delivery and this will be charged at £50. Deliveries that are re-arranged will have to take place the next time we are in your area, especially in areas that we do not travel to frequently.
Before confirming a delivery date:
Part of your order is usually completed by this stage. The ‘In production’ status usually means that your order has moved onto the upholstery benches and is already a sizeable item. This period of making is slightly flexible depending on where your footstool is in our schedule. If you anticipate at this stage that you may not be able to take your footstool straight away, there is a chance we can help you. Please call us and we will discover how far along your upholstery is and advise on an individual order basis what we can do to help.
Please note that we have no storage facilities – your order is expensive and precious and we don’t like things to remain static in the workshop as this is an uninvited opportunity for damage to occur. The best and safest time to receive your footstool is as soon as it has completed production and been handed to DW Services by working with Dorota and accepting their proposed delivery date.
If you foresee an unavoidable delay in being able to accept delivery relative to our current published lead time when your order was placed, please tell us at your earliest opportunity. Once your order is in production, there is minimal margin to be able to hold the order back from dispatch and delivery.
For example, if when you place your order, we are indicating a 5 to 7 week lead time and you know you will be unable to take your delivery until week 9, please tell us and we will delay production of your order to work with you to provide the best service possible.
All times and prices shown are for delivery to the UK mainland to one address.
If you would like a quote for delivery outside of the UK please email us or give us a ring on 01291 629764 and we would be happy to help!
EXPORTING ORDERS FROM THE UK
Due to the changes that came into effect on 01 Jan 2021, all goods exported from the UK to anywhere in the world are now sold and shipped excluding VAT. The customer will then pay the appropriate level of VAT (in the destination country) as and when the goods are imported.
For export only, please note;
Delays & Damages
Sometimes (not very often) our fabric suppliers run out of stock, and if this happens we will tell you straight away and arrange a new delivery date.
In the event of The Footstool Workshop goods being damaged in transit, or failing to match the items ordered by you, then The Footstool Workshop must be notified within 7 working days of receipt. If we receive no such notification you will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company’s appointed carrier.
All goods are subject to availability.
Returns & Exchanges
In the event of you having to return your goods, either because of a manufacturing fault or due to transit damage, then please inform us that there is a problem as soon as you have unpacked the items.
This can be done by email, simply quoting your order number and explaining the problem. Alternatively you can call us on 01291 629764 and we will aim to resolve the issue over the phone, either by instructing one of our approved repairers to visit and rectify any fault or to arrange the collection and return of your goods to our workshop so we can undertake any repair work prior to re-despatching the goods to you.
We are proud of the quality, range and advice that we offer at The Footstool Workshop, and therefore we want you to be entirely satisfied with your purchase. All our goods are made to order, so if you do wish to return your item(s) due to either a manufacturing fault or transit damage, please ensure the following:
This returns policy does not affect your statutory rights.