Delivery of Goods

Delivery will be completed by Divan Base Direct or one of our appointed delivery partners to the address provided when the order is placed.

We will make reasonable efforts to meet the estimated delivery date of 3-10 working days. However, delivery dates and timeframes are estimates unless we confirm otherwise in writing.

We are not responsible for delays caused by circumstances outside our reasonable control, including:

• Severe weather

• Road closures

• Courier disruption

• Strikes

• Customs delays

• Other unforeseen events

Delivery Charges

Delivery is free to eligible mainland Great Britain addresses except for the following locations, alternative arrangements or additional charges may apply:

• Northern Ireland (contact for quote)

• Isle of Man (contact for quote)

• Isle of Wight (contact for quote)

• Scotland

Scotland Zone 1 (£5): DG1-4, EH1-30, EH48-55, G1-80, FK1-16, KA, ML and TD1-9.

Scotland Zone 2 (£30): AB1-30, DD1-11, DG5, IV1-6, IV12-13, IV30-36, KY1-16, PA1-19 and PH1-14.

Highlands Zone 1 (£30): AB31+, KW6-10, IV7-11, IV14-20, PA21-27, PA80, PH15-26 and IV63.

Highlands Zone 2 (£30): IV24-25, IV28, KW1-5, PA32-38, PH30-35 and PH49-50.

Highlands Zone 3 (£80): IV21-23, IV26-27, IV52-54, IV40, KW11-14, PA28-31 and PH36-41.

 

• Scottish Islands (contact for quote)

• Channel Islands (contact for quote)

• Other offshore or remote locations (contact for quote)

Deliveries to these locations can have longer lead times of an additional 1-2 weeks in some cases. We may deliver free of charge to an agreed mainland Great Britain address, such as a port or freight-forwarding location.

Any onward delivery, handling, customs charges or transport risks from that point will be the customer’s responsibility.

Orders Containing More Than One Item

Where an order contains more than one item, we will normally deliver everything together once the complete order is ready.

This may mean that some items are held until the remaining items become available.

Missed or Failed Deliveries

If a delivery date has been agreed but the customer:

• Is unavailable

• Refuses delivery without a valid reason

• Has provided incorrect contact or address details

• Has not provided safe and suitable access

a redelivery charge will apply.

Where more than one item is affected, an additional charge may apply for each item.

Access Requirements

It is the customer’s responsibility to make sure the goods will fit into the property and through the full delivery route.

Before ordering, please check:

• External and internal doorways

• Hallways and corridors

• Staircases and landings

• Tight corners and turns

• Lifts

• Ceiling heights

• Any other access restrictions

The customer must also ensure that:

• The delivery route is clear and safe

• Suitable parking or access is available

• Existing furniture is moved or dismantled where required

• The selected room is ready for delivery or assembly

• An adult is available to receive the order

If the delivery team cannot complete delivery because the goods do not fit, the route is unsuitable or access restrictions were not disclosed, a cancellation fee of 50% of the value of each affected item will apply if returned.

This fee contributes towards:

• Transportation

• Manufacturing

• Administration

• Storage

Failed-delivery, collection or redelivery charges may also apply.

Checking Your Order at Delivery

Please inspect the goods and your property as soon as reasonably possible when delivery is made.

You may be asked to sign a Proof of Delivery confirming that the goods have been received.

If you notice visible damage, a missing package or damage to your property:

• Tell the delivery team immediately

• Ask the delivery team to record the issue on the Proof of Delivery

• Take photographs of the goods, packaging and delivery labels

• Take photographs of any property damage

• Where permitted, sign the Proof of Delivery as “damaged” or “unchecked”

Failure to record visible damage at delivery may make it more difficult for us to confirm that the damage occurred during the delivery process.

Delivery Damage Discovered After Delivery

If you discover damage that you believe occurred during delivery, please contact our customer service team within 48 hours wherever possible.

This allows us to:

• Preserve evidence

• Investigate what happened

• Notify the delivery company within its reporting period

We may ask you to provide:

• Your order number

• A photograph of the full item

• Close-up photographs of the damage

• Photographs of the packaging and delivery labels

• Details of when and how the damage was discovered

• Photographs of any damage to your property

Reports received after 48 hours will still be reviewed using the available evidence.

However, delayed reporting may make it more difficult to determine whether the damage occurred during delivery or after the goods were received.

The 48-hour reporting period applies to delivery-related damage only. It does not apply to manufacturing faults or to goods that are incorrect, incomplete or not as described.

Faulty, Incorrect or Incomplete Goods

Please contact us promptly if, within 30 days of delivery, you discover that the goods:

• Have a manufacturing defect

• Are the wrong product, size, colour or fabric

• Have the wrong storage or drawer configuration

• Are missing a drawer, fitting, component or other item

• Do not match the order confirmation or product description

• Are otherwise faulty or not of satisfactory quality

We may request:

• Photographs

• Videos

• Product labels

• Packaging information

• Other reasonable evidence needed to assess the issue

Where goods are confirmed to be faulty, incorrect, incomplete or not as described, change-of-mind cancellation fees and customer collection charges will not apply.

Please do not repair, alter, dismantle or return the goods before receiving instructions from our customer service team.

Express Delivery

Where express delivery is selected, we aim to deliver within approximately 2 to 5 working days unless a different timeframe is stated.

This timeframe is an estimate and is not guaranteed.

Delays caused by circumstances outside our reasonable control do not automatically qualify for:

• Cancellation of the order

• A refund of the express delivery fee

Express delivery fees are non-refundable once the express service or production allocation has begun.

Express orders are subject to a 50% cancellation fee regardless of when the cancellation request is made.

Delivery Upgrade Services

If you have purchased a delivery upgrade service, such as bed assembly or removal of an existing bed, you must ensure that the room and delivery route are ready before the team arrives.

For bed assembly, there must be sufficient clear and safe space for the delivery team to unpack and assemble the new bed.

For bed removal, the existing bed must be fully dismantled into sections that are small enough to be safely removed through the property. The delivery team will not dismantle your existing bed.

If assembly or removal cannot be completed because there is insufficient space, the room is not ready, or the existing bed has not been dismantled, the service fee will not be refunded. The fee covers the time reserved within the delivery team’s schedule, rather than guaranteeing completion of the service.