Delivery Information

We know how much you’re looking forward to receiving your order from The Office Crowd, so we have made our delivery and returns system as easy as possible. 


When and how will I receive my order?

Our team is trained to make sure you receive your goods as quickly and easily as possible. All orders received and accepted before 5pm will (depending on stock availability) be dispatched from the warehouse on the same day (Mon-Fri) and delivered the next working day (excluding outlying areas). Orders received after 5pm, if they are in stock, will be dispatched on the next working day. We partner professional courier companies and all orders are dispatched to them. They then deliver them to UK mainland customers within 3-7 working days, excluding bank holidays.


Is everything in stock?

To give you as much choice as possible, we offer a large selection of furniture, lighting, homewares and accessories and we can also supply any product from any of our suppliers, even if it is not shown on our website. Simply contact us and let us know what you’re looking for and we'll do the rest!

Many of our products are held in stock in our warehouse for next working day dispatch and we show stock availability clearly on each product page. With larger items including some furniture, lighting and more specialist pieces, we order these in for you and clearly show the delivery dates on each product page as well as in the shopping cart prior to checkout.

Our aim is always to give you clear expectations on the likely delivery times of each product and to communicate with you regularly if there are any delays. Our customer service and logistics teams are fully trained to minimise and resolve any problems for you promptly and effectively.

In the event that an item is temporarily out of stock, we will notify you of the delay as soon as possible, keep you regularly informed of the progress and dispatch it as soon as it arrives. Occasionally items will be more popular than expected and may sell out. Parts of our collection are also seasonal and therefore, towards the end of a season, products may become unavailable or discontinued. We will contact you as soon as possible if we discover any possible delays to your order and offer you an alternative date or, if that is not suitable, a full refund. Our design team can also source alternatives for you that closely match your first choice.

Our collections include a variety of bespoke products such as headboards and sofas that are made to order specifically for you in your chosen materials or dimensions. Delivery of these items will generally be agreed with you prior to ordering. From time to time, textiles or materials that make up our bespoke products may be out of stock with our manufacturers and this may lead to a delay in the estimated manufacture times. Should this be the case, it is our policy to notify you of the delay as soon as possible, keep you regularly informed of the progress and dispatch it as soon as it arrives.

We partner a variety of courier and carrier services and will select the most appropriate service for your order. However much we try, sometimes due to circumstances out with our control, e.g. poor weather or international holidays or delays during peak periods with the couriers, dates quoted for delivery can only be estimated delivery dates and may be subject to change depending on the carrier network. This doesn't happen often, but it is possible. In these circumstances we cannot accept liability for any loss or damage (whether direct or indirect) for deliveries made out with the estimated date for delivery.


What about custom pieces and made to order furniture?

Larger pieces and furniture made to order (classified as special or non-standard goods) are dispatched as indicated in the product detail page. We will notify you by email when we receive your goods and give you an estimated delivery date. When your product has arrived, we will contact you by phone to agree a suitable delivery time.


How much does delivery cost and how long does it take?

We have four main delivery options for UK mainland delivery, each with their own costs - currently we are offering free standard UK mainland delivery on orders over £500 for a limited time only:

1. EXPRESS NEXT WORKING DAY DELIVERY (UK MAINLAND)

  • Delivered by DPD next working day (depending on stock availability)
  • Order must be placed by 5pm
  • Delivered Monday – Friday, 8.30am - 6pm

2. STANDARD DELIVERY (UK MAINLAND)

  • Delivered within 3-5 working days
  • Delivered Monday – Friday, 8.30am - 6pm

3. STANDARD DELIVERY (NORTHERN IRELAND & REPUBLIC OF IRELAND)

  • Delivered within 3-5 working days
  • Delivered Monday – Friday, 8.30am - 6pm
  • Please note: Kerbside delivery only - contact our customer service team for more information.

4. LARGER FURNITURE AND SPECIAL ORDERS (UK MAINLAND)

  • Delivered within 3-6 weeks unless otherwise stated
  • Delivered Monday – Friday, 8.30am - 6pm
  • Individual costs are available in the shopping cart

5. NON UK MAINLAND 

See International Shipping for further information

6. MULTIPLE CONSIGNMENT ORDERS

Multiple consignment orders and part ship items may be subject to additional delivery charges, depending on the number, size and weight of your order. This is automatically calculated at the checkout where we also have a shipping calculator for you to review the costs prior to making a purchase.


Can I track my order?

Yes. When your order has been passed to the courier, a tracking code is automatically generated and this is emailed to you with instructions on how to use it. If you have set up an account with The Office Crowd, the status of your order can also be found in your own login area. Larger items and bespoke furniture are tracked by The Office Crowd and we will keep in regular contact to inform you of your order's progress.


Do I need to be in when the delivery arrives?

Yes, we require someone to be at the stated delivery address to receive the goods. If you would prefer to have your goods delivered to an alternative address please notify us at the time of order. Items are delivered by our expert courier network to the delivery address stated on the order - a signature will then be required as proof of delivery. For larger pieces of furniture or lighting, our couriers will contact you in advance to arrange a suitable delivery slot when you will available to accept delivery.


Could I request for my goods to be left in a safe place?

If you would prefer to have the goods left in a safe place please contact our Customer Service Team with specific delivery instructions and we will try to accommodate your request. Please note however, goods will be left at your own risk and Houseology will not accept any responsibility for damage or loss of goods.


When do deliveries take place?

Deliveries can take place between 8.30am and 6.00pm Monday to Friday. As we partner professional couriers to deliver your goods in perfect condition, Houseology does not schedule the delivery routes or rotas, and therefore, as a rule, we cannot advise on exact dates or times for deliveries. We can however do our best to work something out if your delivery is time critical. Remember that deliveries can be affected by Bank Holidays and Public Holidays – and, occasionally, the weather!


What happens if I miss my agreed delivery slot?

In the unlikely event that no one is available to receive the delivery you will either receive a card from our designated courier or our customer service team will contact you directly to confirm the next steps for re-delivery. If a confirmed delivery slot fails on its first attempt, we will endeavour to re-deliver, however you may incur a failed delivery charge. In the event of multiple failed attempts to deliver your goods you may be required to pay further delivery charges before your goods can be despatched.


Why is tracking information not available?

Sometimes tracking information won't be available and this is usually due to the timing of packages arriving with, and being updated by the carrier. Some shipping methods, such as Standard International, are not currently fully trackable. If you don't see any tracking data for your shipment, and the estimated delivery date has not yet passed, your package should still arrive on time.

I need to speak to someone regarding my order, who should I contact?

Our team of Houseologists are on hand to help you with your order:

Monday to Thursday: 08.30 - 18.00
Friday: 08.30 - 16.00
Phone: +44 0333 250 7545
Email: info@theofficecrowd.com

If you are not delighted with the products that you have chosen or if you need to return them for any reason, you can do so by contacting us within 14 days of receipt. We will be more than happy to offer you an exchange or a refund* provided that the products are returned to us complete in their original packaging and in perfect condition.

*Please note that this 14 day guarantee does not apply to non-standard, customised, bespoke, made-to-order, made-to-measure or special order products, nor to cut by the metre wallpaper or fabric. Please refer to our Terms of Business for further information. 

How do I return a product?

Under our 30 day extended returns policy, please contact us within 14 days of receiving goods by email to info@theofficecrowd.com or call us on +44 0333 250 7545 to inform us that you are going to return the product.

Please do not return any products to our warehouse until you have made arrangements with our Customer Service Team.

The Customer Service Team will then give you a Returns Authorisation Number to write on the delivery note. Make sure you include this within the returns parcel for speedy processing on return to our UK warehouse so that your refund can be applied as soon as possible to your original method of payment. Houseology will credit the price paid for the goods in full within 10 working days of receiving them.

Please then return the goods in perfect condition, unused, unwashed and with the original packaging intact. It is important for your own security that you obtain proof of posting as, under our Returns Policy we cannot accept responsibility for goods that are lost or damaged in transit back to the warehouse, unless we are arranging the collection – for more information, please refer to our Terms of Business.

The address for returns is:

Houseology Returns Department
Dale Group
Unit 1 Derwent Works
Matlock Road
Ambergate
DE56 2HE

If you are returning furniture, sofas, chairs, mirrors, lighting or rugs from within the UK, simply contact us to confirm that you wish to return the order, and depending on the goods concerned, either we can arrange for your items to be collected by our delivery partners or you can return the items to us. We will refund you the cost of the item(s) provided they are returned in their original packaging, but you may need to pay for the cost of the item to be collected or returned to us. 

Simply email us at info@theofficecrowd.com or call us on +44 0333 250 7545 to inform us of your intention to return.

Our Returns Policy does not affect your legal and statutory consumer rights.

Can't you collect the goods from me?

Yes. If you wish this option, contact info@theofficecrowd.com and we can arrange the collection. This will cost £50 and the collection fee will be deducted from any refund due. Given there is a collection charge, we encourage you to arrange your own return using a service of your choice.

What about returning non-standard, customised or special order products?

Non-standard, customised or special order products (e.g. bespoke furniture items, headboards, sofas, cut by the metre wallpaper, chairs in your own choice of fabric and size) or goods that have been confirmed to you as non-standard, customised or special order, cannot be covered by our 30 day extended returns policy unless faulty.

You are able to return these goods for a refund, however in such cases we charge a cancellation fee of 50% of the non-standard product price you wish to return as well as 100% of all delivery costs incurred.

This is because these pieces are made to order, under your instruction and it is unlikely that we can resell them at full price, therefore the goods cannot be re-stocked.

Cut by the meter wallpaper and fabric does not fall under our 30 day extended returns policy, however you are able to return these goods for a refund, with a cancellation fee of 50% of the non-standard product price as well as 100% of all delivery costs incurred.

By placing an order for a non-standard, customised or special order product with us, you are deemed to have considered all these factors and any others that might affect the order, and accept that you are entirely satisfied that it is the correct product for you. You will not be able to amend the non-standard product(s) once the order has been placed.

What happens if my goods arrive damaged or faulty?

We want to be 100% sure that you are satisfied with your goods upon delivery. Where possible, we require you to check the items immediately – once unpacked –  to ensure your items have been delivered safely in transit.

When your order is delivered, please check the contents thoroughly whilst the delivery person waits. In the rare event that your parcel arrives damaged you have two options:

  1. Refuse the delivery.
  2. Accept the delivery but make your delivery driver aware of the damage and, when you sign for the goods, write ‘damaged’ alongside your signature on the delivery paperwork.

If you are unable to open and inspect the goods, when you sign for your delivery please write 'unchecked' alongside your signature on the delivery paperwork.

Thereafter, contact us within 48 hours by email at info@theofficecrowd.com or phone us on +44 0333 250 7545 and we will make the necessary arrangements to collect the damaged/faulty goods at our expense. 

We will ask you to email a photograph of the damage and complete a short questionnaire as part of our quality assurance checks. Please note, it is critical that you keep all the original packaging and repack the item with care. Our courier will make the collection, and upon inspection at our warehouse, a refund, or replacement sent at our expense, will be arranged.

When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts listed to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer’s instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.