Delivery & Lead Times
Everything you need to know about
receiving your designs
Delivery & Lead Times
Everything you need to know about receiving your goods
Designs knows no bounds. And neither do we. Find out about the ways we deliver, here...
Buy & Collect
Our warehouse located in St Albans will contact you when your order is available for collection; for in stock items this is within 5 days of your order date, items not held in stock will be within 5 working days of arrival at our warehouse (see product page for indicative lead times).
Remember to bring your confirmation email with you as proof of purchase.
Please note, large items, such as sofas and large tables, are excluded from our Click & Collect service. If you have any question regarding this service, please call our Customer Service team on 020 8421 1779 (Non UK: +44 (0)20 8421 1779) or e-mail us at: CUSTOMERSERVICES@CHAPLINS.CO.UK
Standard Parcel Delivery
Parcel delivery is available for most home accessories, gifts, lighting and some smaller items of furniture. To provide the best experience for our customers, we only use our in-house delivery team or carefully vetted partners which are trackable at every stage.
The typical delivery window is 24 hours from the day your items arrive at our warehouse (see product page for indicative lead times).
All items purchased that are in stock will be sent out to you within 5 to 7 working days.
If you have ordered multiple items, we will send these out to you in one delivery as soon as they all arrive at our warehouse and they have been quality checked.
*Standard delivery does not include assembly or unpacking. Occasionally the delivery company may require assistance unloading larger items.
Small Furniture Delivery
Our small furniture delivery service offers delivery right to your front door (if the destination is an apartment, flat or complex, the order will be delivered inside the entrance to the building).
Our preferred courier service will be used for most smaller orders and you can rest assured that your parcel will be trackable at every stage.
The typical delivery window is 3-5 working days from the time your items arrive at our warehouse (please note that many of our products have lead times associated with them which can be clearly seen on the product page).
All items purchased that are in stock will be sent out to you within 5 to 7 working days. All orders placed after 2pm (GMT) for in-stock items will be processed the next working day.
If you have ordered multiple items, we will send these out to you in one delivery as soon as they all arrive at the warehouse and they have been quality checked.
*Small furniture deliveries do not include assembly or unpacking.
The pricing for Small Furniture delivery is dependent on the destinee's post-code. An estimate will be given at checkout.
Large Furniture Delivery
Chaplins White Glove Standard shipping service includes the following:
Delivery up to and including 3rd floor of your building/home
Two-man team to bring your piece to a room of your choosing
Full packaging removal
Installation up to 30 minutes
While Chaplins has an in-house delivery team, we do employ third-party white glove services for certain deliveries, particularly those with special requirements. Please be aware that if your delivery requirements exceed our standard service, such as requiring more fitters or assembly time, surcharges may apply.
Our online sales department will contact you prior to delivery to discuss your requirements, including access checks and placement. If your order cannot be delivered due to restricted access, you may request delivery to an alternative address within 2 months - please note that this will incur costs for storage and redelivery.
For items that cannot fit into the room of choice through conventional delivery means, we can deliver via platform hoist, ropes or crane with a surcharge. Our third-party fitters are trained to remove wooden and UPVC sash windows.
The pricing for Large Furniture delivery is dependent on the destinee's post-code. An estimate will be given at checkout. For international deliveries, please note that we can only provide a shipping quote for orders over £1,000.
Please note that if you have agreed a particular delivery time, but are then out when our driver(s) arrive, we can rearrange delivery, but an additional delivery charge will apply, even if the original delivery was free of charge.
If you are satisfied, you will be asked to sign our Proof of Delivery note, to accept the goods. If someone else is accepting delivery on your behalf, please ensure they are aware of the product details and your criteria for acceptance.
Overseas delivery costs vary according to size, weight and destination. International clients can checkout out on our website without being charged and wait to receive a quote of the best courier service for your region. Please note there is a minimum order value of £2500 excl VAT on international orders. For more information on worldwide shipping please see our dedicated page, here...
Please note, you are responsible for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery.
You are also obliged to provide any required parking permits in advance of delivery. The delivery charge does not include any costs resulting from the removal of fixtures, including windows and doorways, or specialist lifting equipment.
If our delivery staff considers access unsafe, we will be unable to deliver your goods until safe access is provided.
Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge.
If you have any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise you contact customer services prior to purchase. In some circumstances our delivery staff will inspect the delivery address to confirm whether delivery will be possible.
Please call 020 8421 1779, between 10am and 6pm, Monday to Friday to discuss further.
Please note that the estimated lead times published on our website are indicative time periods which in most cases are accurate. However, due to global supply chain issues and factory shutdowns, lead times may be affected. We remain in constant communication with all our suppliers and if your order is affected, you will receive an email from your dedicated salesperson with an updated lead time.
As almost everything we sell is made-to-order most of our sales are not governed by the Distance Selling Regulations, so as well as contacting us before ordering to check everything is as it should be please read our Terms & Conditions before placing an order. Cancellations can be made within 3 working days after ordering, but after that unfortunately we need to charge up to a 40% re-stocking fee depending on the item.
Online Delivery Offer
Please note that this offer cannot be used in conjunction with any other discounts and excludes deliveries that fall outside of our standard white glove shipping service. In most cases deliveries will be made by a trusted third party provider. Additional charges apply to Northern Ireland, Scotland, Scottish Islands & Highlands, please email SALES@CHAPLINS.CO.UK for an accurate delivery cost.
For all unresolved disputes please click HERE to visit the Online Dispute Resolution (ODR) platform.
At Chaplins, we take care of all customs and duties associated with importing European furniture and lighting designs into the UK. So they’ll be no hidden surprises. And no ludicrously late lead times. Just great service from start to finish.