Delivery & Returns Policy For Online Orders

Oliver Matthews

Furniture Delivery

We offer a professional two-person delivery service. Our experienced delivery teams will deliver your furniture to the room of your choice (subject to suitable access), position the items, and remove all packaging for recycling.

Delivery charges start from £65 within a 70-mile radius of EN6 5AJ and are calculated at checkout. Delivery charges may vary outside this area.

We aim to deliver items from stock within 3-5 days. Delivery times vary by product. Please refer to individual product pages for availability and lead times.

Accessories Delivery

Smaller items and accessories are delivered via courier. Delivery for accessories is charged at £20, calculated at checkout.

We aim to deliver items from stock within 3-5 days. Delivery times vary by product. Please refer to individual product pages for availability and lead times.

Access & Delivery Responsibility

It is the customer’s responsibility to ensure adequate access to the delivery location. Please check that all items ordered will fit through doorways, staircases, corridors, lifts, and ceilings.

If delivery cannot be completed due to inadequate access, failed measurements, or restricted entry, any additional delivery, return, or re-delivery charges will be the responsibility of the customer.

Order Amendments & Cancellations

If you wish to amend or cancel an order, please contact us on 01707 661919 between 9:30am – 5:30pm, Monday to Friday, quoting your order number and order date.

Made-to-Order, Special Order & Ordered-In Items

Products that are made to order, ordered in, or show a lead time cannot be returned once the order has been placed.

It is the customer’s responsibility to ensure that all ordered or bespoke items meet their requirements and are suitable for the intended space.

Returns Policy

Due to the nature of our products, returns are only accepted on eligible in-stock items, subject to the conditions below.

Eligible Returns – In-Stock Items Only

We accept returns only for in-stock items, provided that:

  • You notify us of your intention to return the item within 14 days of delivery
  • The item is returned to us within 28 days of delivery
  • The item is unused, unopened, and in perfect, fully re-saleable condition
  • The item is returned in its original packaging.

If collection is required, this will be chargeable from £65 within our 70-mile delivery radius. Collection charges may vary depending on distance. Customers may alternatively arrange their own return at their own cost.

The customer remains responsible for the goods until they are collected or received by Oliver Matthews.

Items That Are Not Eligible for Return

Unfortunately, we cannot accept returns or exchanges for the following:

  • Any products that were not an in-stock item.
  • Items that have been ordered in or show a lead time
  • Made-to-order, special order, or bespoke items, including anything customised to your specifications
  • Clearance items and display models
  • Items collected in-store, once inspected and accepted
  • Items that have been opened, unsealed, assembled, installed, or show signs of use
  • Products not checked at the time of delivery and later reported as damaged
  • Items returned without original packaging, or with damaged packaging or removed labels
  • Products that have been modified or where installation has been attempted

We reserve the right to refuse any return or refund where these conditions are not met.

Faulty or Damaged Goods

All items must be inspected at the time of delivery and signed for accordingly. Any visible damage or faults must be noted with the delivery team at the time of delivery.

If a fault is identified, we may:

  • Arrange a replacement item, or
  • Arrange a visit by an experienced service technician to carry out a repair

Any damage or faults discovered after delivery must be reported to us within 3 days of delivery. Claims reported outside this timeframe may not be accepted.

Refunds

Approved refunds will be processed as quickly as possible. Once goods have been received and inspected by Oliver Matthews, refunds may take up to 28 days to be completed.

Delivery charges and collection fees are non-refundable, unless the item is deemed faulty.