help.theconranshop.com
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Submitted URL: https://help.theconranshop.com/
Effective URL: https://help.theconranshop.com/en-GB
Submission: On April 05 via api from US — Scanned from US
Effective URL: https://help.theconranshop.com/en-GB
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English (GB)
How can we help you?
Track order
Return order
Cancel order
Report issue
FAQS
Go to category...
* Ordering
* Payments
* Deliveries
* Returns & Refunds
ORDERING
Do you offer a Call & Collect service?
Yes! We're pleased to now offer same-day collection from our London Stores when
you place your order over the telephone. Just call 020 7827 4496
If you're in the vicinity of Marylebone, why not call in advance and collect
your items? Dial our telesales team on 020 7827 4496. Action your payment link,
and await an email receipt. Then, head to one of the main tills in-store to
collect. You may use our dedicated loading bay on Devonshire Place Mews,
Marylebone.
Furniture and large lighting orders will be held at the Store for seven working
days following a date agreed via phone call or email, while accessory items will
be kept for 14 working days from notifying you that the order is ready to
collect. If items are not collected, your order will be returned and cancelled.
We are happy to accommodate customers who have exceptional needs for this, so
please let our Customer Service team know when we call you, and we’ll be happy
to help in any way we can. Some large items, such as sofas and large tables, are
excluded from our Call & Collect service.
Can I place an order over the telephone?
Yes! Simplify your shopping order by phone using our telesales service for
personalised assistance and a seamless transaction. Skip the online steps; call
us on 020 7827 4496 for convenient, hassle-free service.
Do you offer same day delivery?
Yes! Experience the convenience of same-day delivery for London postcodes. Call
us to place your order, and we'll ensure your purchase arrives at your doorstep
on the very day, providing swift and efficient service tailored to your needs.
Call us on 020 7827 4496 for convenient, hassle-free service.
Will I receive an Order Confirmation?
We will send you an Order Confirmation email detailing the products you have
ordered including price and the lead time shown at the time of ordering. Should
there be any error, or you do not receive an Order Confirmation please get in
touch with us.
Why hasn't my Order been accepted?
Non-acceptance of an order may be a result of one of, but not limited, to the
following conditions:
* The products you ordered are unavailable from stock.
* The supplier has discontinued the products you have ordered.
* Our inability to obtain authorisation for your payment.
* Your order has not passed our fraud screening process
* The identification of a pricing or product description error.
* You are purchasing an age restricted product and we are not able to verify
that you are over the required age.
An item is unable to be shipped overseas to your given delivery address, due to
transport or import restrictions.
Do you offer a Gift Wrapping service?
Should you wish, we would be delighted to offer you free gift wrapping on all
store-placed orders. Giving your gifts an extra-special edge, our dedicated team
will meticulously hand-wrap your items with our signature wrapping paper and
gift boxes, with the option to leave a personalised message.
PAYMENTS
What Payment methods do you accept?
We accept payments with most types of credit and debit cards (including Visa,
Maestro and Mastercard) as well as Shop Pay, Apple Pay, Google Pay and PayPal.
We do not accept American Express Cards.
We cannot at this time redeem TCS Gift Cards online (however they can be
redeemed in-store) though you can check your Gift Card balance online here.
What is The Conran Shop's legal identity and address?
The Conran Shop is the trading name of The Conran Shop Ltd. The site is owned
and operated by The Conran Shop Ltd. Registered in England and Wales, company
number 10535110.
Our registered office address is 55 Marylebone High Street, London, W1U 5HS, UK.
Please do not send returns to this address.
Our returns address is Online Returns, The Conran Shop, 3 Flatten Way, High
Street, Syston, Leicestershire, LE7 1GU, UK.
Our VAT registration number is 344260911.
Do you accept gift cards?
We are currently no longer offering Gift Cards for sale, but we encourage
customers to use existing ones that remain valid.
With a Gift Card, the recipient will be able to purchase absolutely anything of
their choice from The Conran Shop, in-store in either our Marylebone or Sloane
Square stores (but not online); there are no exceptions.
You can check your Gift Card balance online here or at the tillpoint in store.
Please note that Gift Cards must be used (either fully or partially) within 12
months to remain valid; if not used for a 12 month period the gift card will
expire and the balance reduced to zero.
DELIVERIES
How much does delivery cost?
The price of the delivery depends on the size of the package:
- Small from £3
- Standard from £15
- Large from £35
(Small, Standard and Large parcels are Free Delivery when you spend £200 or
more)
- Extra-large from £89.50
We are pleased to offer FREE UK DELIVERY when you spend £200 or more on all
lifestyle and lighting orders (excludes furniture items and deliveries to
locations specified below)
The costs of delivery will usually be as displayed to you on our website.
However, for deliveries outside of the UK mainland and deliveries to any of the
following postcodes AB, BT, DD, FK, GY, HS, IM, IV, JE, KA27, KW, KY, PA20- 88,
PH, PO30-41, ZE and Islands, and for some large or heavy products that may
require a more specialised delivery service other than our regular two-person
furniture delivery service, we may only be able to provide you with an estimated
delivery cost.
What is your delivery policy?
We are delighted to deliver to 44 countries, listed in full below.
United Kingdom
* Channel Islands
* Isle of Man
* Guernsey
* Jersey
European Union:
* Austria
* Belgium
* Bulgaria
* Croatia
* Cyprus
* Czech Republic
* Denmark
* Estonia
* Finland
* France
* Germany
* Greece
* Hungary
* Ireland
* Italy
* Latvia
* Lithuania
* Luxembourg
* Malta
* Netherlands
* Poland
* Portugal
* Romania
* Slovakia
* Slovenia
* Spain
* Sweden
International:
* Australia
* Canada
* Hong Kong SAR China
* Israel
* Japan
* Malaysia
How long will delivery take?
Our standard service currently aims for delivery within 2 to 14 working days
from dispatch for in-stock items, depending on the product. Please see our table
of estimates below for a better idea.
In-stock orders placed by 12 pm on a working day will be dispatched that day;
orders placed over the weekend will be dispatched on the next working day.
Items that carry a lead time will be delivered within 5 working days from
arrival at our warehouse. Please note that some in-stock furniture requires a
special delivery due to its intricate nature, which may take longer than the
date specified; we will contact you directly to arrange this.
Deliveries are usually made between 07.30 and 19.30, Monday to Saturday and
usually require a signature on delivery. We regret that it is not possible to
offer a dedicated date or time slot for delivery.
Area
Delivery Service
Working Days
UKExtra-Small Parcel Delivey
2UKSmall Parcel Delivery2UKStandard Parcel Delivery5UKLarge Parcel
Delivery5UKExtra Large Partcel Delivery14UKWhite-Glove Furniture
Delivery14EUSmall EU Parcel Delivery
10EUStandard EU Parcel Delivery
10EULarge EU Parcel Delivery
14EULarge EU Parcel Delivery
On requestInternationalStandard Non-EU Parcel Delivery
14InternationalLarge Non-EU Parcel Delivery
14InternationalExtra-Large Non-EU Delivery
14InternationalNon-EU Furniture Delivery
On request
Please note; items that require separate delivery from our suppliers, be they
bespoke or simply not held at our warehouse, will be ordered around a lead time.
Therefore, please find an estimated lead time on each product page to avoid
disappointment. Our estimated lead times consider external supplier delivery,
administration and construction times as well as delivery to our warehouse and
quality checks. Additionally, the size of items and delivery locations may
increase the original lead time quoted. Once your order is ready for its final
delivery, we will coordinate with you to find the perfect delivery time.
We make every effort to ensure lead times are as accurate as possible. However,
it's important to note that lead times are based on an estimate from the
supplier and can fluctuate. This is particularly common in the summer months
when lead times are often longer due to factory closures. Please note that our
lead times are indicative only.
Do you offer a furniture collection service?
If you have recently made a purchase with us, and are in need of a helping hand
to remove your existing furniture, then we are here to offer a charitable,
sustainable and hassle-free solution, in partnership with the British Heart
Foundation. Find out more here.
Do you offer a furniture assembly service?
Our trusted, premium partner team will deliver to the room of your choice,
subject to accessibility (see our access requirements for more information),
moving any existing furniture, remove all packaging, unless instructed
otherwise, and assemble your item to allow you to inspect it. 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.
Please note that our assembly teams cannot fix furniture to the building's
walls, floors or ceilings.
The Conran Shop are also able to arrange the removal of existing furniture prior
to your delivery. We have partnered with the British Heart Foundation to offer a
charitable, sustainable and hassle-free complimentary collection service.
What is a furniture access check?
Simply put, a Furniture Access Check aims to prepare your space to receive the
latest addition to your furniture collection; a task we hope you’ll proudly
undertake. Find out more more about how to complete your access check here.
If you have any concerns about access via restricted spaces, such as doorways,
stairs, lifts or hallways, we strongly advise you to complete an Access Check
before purchase.
For large items such as dining tables and sofas, an Access Check must be
undertaken prior to delivery to ensure your chose piece can be safely delivered
into your home.
Please note, a failed delivery due to access issues is liable to a re-stocking
fee, as outlined in our Terms & Conditions.
How long does white-glove delivery take?
Furniture and other large items held in stock are currently delivered within 5
to 14 working days from dispatch, but some in-stock furniture and lighting
require a special delivery due to its intricate nature, which may take longer
than the date specified; we will contact you directly to arrange this.
If your ordered item is not held in stock, typical delivery timescales are
indicated on the relevant product page, and we will advise you of the expected
delivery date by telephone and/or email. Items that carry a lead time will be
delivered within 5 working days from arrival into our warehouse, but this may
take longer.
We deliver Monday to Saturday, and our trusted, premium partner will be in touch
to arrange a suitable delivery time with you; the options being 07.00 - 12.00
for a morning slot or 12.00 - 15.00 for an afternoon one.
If you have agreed to 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.
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.
RETURNS & REFUNDS
What is your returns policy?
If you are based in the UK and are not completely satisfied with any items
purchased, you can return them to us within 28 days of delivery for a full
refund or exchange. This does not affect cancellations or your statutory rights.
We regret that we cannot accept international returns unless items are damaged
or faulty. In addition to our returns policy, under the Distance Selling
Regulations, EU customers have seven working days (beginning the day after
receipt) to cancel their purchase. We regret that, in cases of returns, import
duties are non-refundable.
Please find our Returns Policy here.
Are there items that cannot be returned?
Unfortunately, bespoke furniture or lighting, flat-packed items that have been
assembled, items that are made to order or personalised, Gift Cards, media items
where the seal has been broken, toiletries that have been opened, perishable
items, and personal items such as earrings, underwear and swimwear can only be
returned if they are damaged or faulty.
Please find the extensive list below, as per section nine of our Terms &
Conditions.
* bespoke or made-to-measure items (including, without limitation, bespoke
furniture or lighting);
* vintage items;
* ex-display items;
* flat-packed items that have been assembled;
* items that are made to order or personalised;
* gift cards;
* digital products after you have started to download or stream these;
* services, once these have been completed, even if the cancellation period is
still running;
* products sealed for health protection or hygiene purposes, once these have
been unsealed after
* you receive them (this includes toiletries once they have been opened);
* personal items such as earrings, underwear and swimwear;
* perishable items
How do I return an item?
To return any items purchased online, please complete a Returns & Exchanges Form
(on the reverse of your delivery note), package your items carefully, and send
them to us at the following address:
The Conran Shop, Ecommerce Returns, Unit 3 Flatten Way, Syston, LE7 1GU
If you wish to return any items, we must receive them unused and in the original
packaging within 28 days of delivery, along with the returns paperwork provided.
If your return does not include the required paperwork, we will not be able to
track and process it.
To return an item purchased in store, please return the item to the store along
with the reciept given to you at the time of purchase.
Large Items:
If the items are too large to be sent through the post, please contact us and we
can arrange a courier to collect the goods.
GET SUPPORT
* Contact us
* Call us
Call The Conran Shop Team
* Customer Services - UK: +44 344 848 4000
* Customer Services - Overseas: +44 116 269 8994
* Telesales: +44 20 7827 4496
Contact