Delivery & Returns
** ARTICLE 50 - UK WITHDRAWAL FROM THE EU: Please note that orders from EU manufacturers may be subject to significant delays, dependent on the ongoing negotiations of the UK's withdrawal from the EU, especially around the critical time of 31 January 2020. **
We will deliver your order to the delivery address given at the time you place your order. Delivery will be made as soon as possible after your order is accepted dependent on the lead time of the product. You will be notified when the goods come into stock for goods that require ordering and on dispatch for stock items. Available stock is usually delivered within 7 days. You will become the owner of the goods you have ordered when they have been delivered to you and full payment has been received.
You also have the option to collect your order from the Store in Drury Lane if you prefer. Simply select the 'Collect from Store' check box as you go through the check-out process. You will be notified by email when your order is ready for collection.
Delivery dates acknowledged by Aram Store are non-binding estimates only, based upon the best available information concerning manufacturers lead times and transportation schedules. Estimated delivery dates will be considered as accepted by the buyer unless disagreement is notified to the Company in writing within seven days of order placement. Special delivery conditions requested by the buyer should be given in writing at the time of order placement and will be considered by the Company and if necessary conditions and charges may change accordingly. From delivery or placement into storage all risks for the goods pass to the buyer.
Orders that include several different items or multiple quantities: the items will be grouped together and, when everything is ready, one delivery will be made.
Delivery charges for web-store orders will be applied as follows.
For items that can be sent by post (Royal Mail or Parcel Force) such as small accessories and small lights, there are three tiers of postage charge:
- £4.50, £9.00 or £15 depending on the size and weight of the item. The relevant postage charge for the item can be quoted in the shopping basket and will be applied at the check-out.
For larger items:
- Order values up to £1,000.00 – delivery will be charged at 8% of the total order value
- Order values over £1,000.00 – charges depend on the postcode of the delivery address:
- Postcodes in London & the Home Counties - £75.00
- Postcodes in the rest of the UK - £150.00
- For very large items such as sofas, dining tables, storage items etc:
- Postcodes in London & the Home Counties - £150.00
- Postcodes in the rest of the UK - £270.00
Your delivery will be carried out by Aram Store’s own delivery service or by a reputable and established carriage company to the standards expected by Aram Store. For baskets containing a postable item and an item with a percentage charge or large item charge, the percentage charge or large item charge will take precedence.
Deliveries other than postage will take place on weekdays only. Saturday deliveries can be arranged through the store for an additional charge.
Most deliveries will involve a simple drop-off to your door. Where possible, our service may include unwrapping, assembly and positioning in a room of your choosing. All waste packaging will be removed and recycled. Unfortunately, there are limits to the service and therefore we cannot carry out electrical fitting, wall hanging of items or moving/removing of existing furniture without prior agreement. There is no charge for collecting your order from the Store.
All our online delivery charges are based on providing carriage to UK addresses only. For delivery to addresses located outside the UK - please contact us for a delivery quotation so that we can fulfil your order.
Goods that have been specially made to order in a specific finish or upholstery colour as per the customer's specifications cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. 'Made to order' items are defined as items that are specially produced based on a customer's choice of finishes as ordered, and put into production as per these specifications. All 'Made to order' items are clearly labelled as such on the corresponding product page and in the shopping basket. If your order is received damaged or defective then a replacement will be manufactured and delivered as replacement as soon as possible.
PLEASE ONLY PLACE YOUR ORDER IF YOU ARE SURE THAT THE ITEM AND FINISH IS RIGHT FOR YOUR NEEDS AS YOU WILL NOT BE ABLE TO CHANGE THE ORDER AFTER THE ITEM HAS BEEN ENTERED INTO PRODUCTION OR BECAUSE IT IS DIFFERENT TO WHAT YOU EXPECTED FOLLOWING DELIVERY, UNLESS OF COURSE WE HAVE NOT SUPPLIED THE CORRECT ITEM OR SPECIFICATION AS PER THE ORDER CONFIRMATION. ALSO, IT IS IMPERATIVE FOR YOU TO CHECK ACCESS INTO YOUR PROPERTY AS DELIVERY WILL BE ACTIONED ON THE BASIS THAT YOU HAVE CHECKED THE DIMENSIONS OF THE ITEM YOU WISH TO ORDER AND THAT IT FITS THROUGH ALL DOORWAYS, STAIRWELLS AND WITHIN THE AREA OF INTENDED USE. ARAM STORE IS NOT RESPONSIBLE FOR THIS STIPULATION WITHIN YOUR ORDER PROCESS.
If you would like to return or exchange a standard product where no finish options have been specified by you, please contact us within 14 calendar days of receiving your order. You must return or exchange goods within 14 calendar days of cancellation but Aram Store is not responsible for any item that is not returned in the manner set forth below.
The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or signs of any wear. We will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. Goods can be returned to our Drury Lane Store or, if required, we can arrange for the unwanted product to be collected at your cost. The cost of returning any unwanted products will be the responsibility of the buyer. Please ensure you keep all the original packaging and carefully repackage the item for transit as it is also the buyer's responsibility to insure the goods for transit.
Where items are large or fragile (as determined by Aram Store) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of this service onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet it.
The value of all accurately returned, unwanted products will be credited to the original purchaser's credit or debit card minus any relevant collection charges within 14 days of receipt by us of the return. The same procedure and guidelines should be followed if you would like to exchange your order but, again, collection and re-delivery charges will apply if required and any necessary revised payments processed.
In the event of your order being received in a faulty or damaged condition, please notify us as soon as possible after you have received your goods as no claim for a replacement for damaged or missing goods can be made after three days; the manufacturer's standard warranty on faulty goods remains valid beyond this period. Any claims regarding damaged/defective items must be made initially by calling the Store on 020 7557 7557 and then followed up by a written claim via email to firstname.lastname@example.org.