Shipping & Delivery Policy

Last Updated: 5 November 2026

At Refined Home, we understand that receiving your new furniture, home décor and decorative accessories is an exciting part of creating a beautiful living space.

Whether you are refreshing a room, furnishing a new property or adding the perfect finishing touches to your home, we aim to make the delivery process as straightforward and convenient as possible.

Refined Home is based in the United Kingdom and serves customers throughout the UK and selected international destinations, including the United States, European countries and other locations worldwide.

Because our product range includes items of different sizes, weights, materials and shipping requirements, delivery charges, fulfilment arrangements and estimated shipping times may vary.

This Shipping & Delivery Policy explains how we process orders, calculate shipping charges, arrange deliveries and handle international shipments.

1. Shipping Destinations

Refined Home offers delivery to eligible addresses in the United Kingdom and selected international destinations.

United Kingdom

Our primary market is the United Kingdom, including:

• England
• Scotland
• Wales
• Northern Ireland

Delivery availability and charges may vary for certain locations, including the Scottish Highlands, Scottish Islands, Channel Islands, Isle of Man and other remote or offshore destinations.

European Destinations

We may offer international shipping to selected European countries, including destinations within the European Union and other European markets.

Delivery availability depends on the product, destination, fulfilment location and shipping service.

United States

Selected products may be available for delivery to eligible addresses in the United States.

Shipping charges and estimated delivery times may vary according to the delivery state, product dimensions, weight and courier service.

Other International Destinations

We may also serve customers in other countries where suitable shipping arrangements are available.

Not all products can be shipped to every destination.

The availability of shipping services for your order will be confirmed during checkout or through our customer support team.

2. Shipping Charges

At Refined Home, shipping charges are calculated according to the specific requirements of each order.

We do not apply a universal shipping rate to all products or destinations.

Shipping costs may depend on:

• Delivery country and region
• Product dimensions and weight
• Number of items ordered
• Product category
• Shipping method
• Warehouse or supplier location
• Courier or freight service
• Special packaging requirements
• Additional handling requirements

Shipping Costs at Checkout

Where shipping is available, the applicable delivery charges will be displayed before you complete your purchase.

Customers can review the shipping cost and order total before confirming payment.

Multiple Products

If your order contains several items, shipping costs may be calculated according to the combined shipment or the individual fulfilment requirements of each product.

Some items may be dispatched separately from different locations.

Promotional Shipping Offers

From time to time, selected products or orders may qualify for free shipping, discounted delivery or other promotional offers.

Any applicable offer and its conditions will be displayed on the website or during checkout.

3. Order Processing and Dispatch

After you place an order, we begin the process of confirming payment, checking product availability and arranging fulfilment.

Order processing may include:

• Payment verification
• Product availability checks
• Order preparation
• Packaging
• Supplier or warehouse coordination
• Courier booking
• Dispatch confirmation

Processing times can vary depending on the product and fulfilment arrangements.

Items held in stock may be prepared for dispatch more quickly than products requiring additional handling, specialist packaging or supplier coordination.

Orders placed during weekends, bank holidays or other non-working periods may begin processing on the next applicable working day.

Where an estimated dispatch timeframe is provided, it should be considered alongside the delivery estimate shown for the product or order.

4. Estimated Delivery Times

Delivery times depend on the destination, product availability, dispatch location and shipping service selected.

We aim to provide relevant delivery estimates through product listings, checkout information or order communications.

UK Deliveries

Delivery within the United Kingdom may vary according to the type of product and delivery location.

Smaller home accessories and decorative products may be eligible for standard parcel delivery.

Larger furniture and specialist items may require additional handling or scheduled delivery arrangements.

European Deliveries

Orders shipped to European destinations may require additional transportation time and customs processing, depending on the origin and destination.

Delivery estimates may vary between countries and individual products.

United States Deliveries

Orders delivered to the United States may be subject to international transport schedules, customs clearance and local courier arrangements.

Delivery times depend on the product, shipping service and destination.

Other International Deliveries

For other international destinations, delivery times may vary considerably.

Please review the delivery information available at checkout or contact our customer support team if you require further clarification.

Important Delivery Information

Any delivery timeframe described as an estimate is not a guaranteed delivery date unless expressly agreed.

We will comply with applicable consumer protection laws concerning delivery deadlines.

For UK consumer purchases, unless a different delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days of the contract being formed.

If delivery is delayed beyond an agreed or legally required timeframe, customers may have cancellation and refund rights under applicable law.

5. Furniture and Large Item Deliveries

Certain furniture products require special delivery arrangements because of their dimensions, weight or handling requirements.

These may include tables, cabinets, storage furniture, chairs and other larger home furnishings.

Specialist Delivery Services

Depending on the product and destination, larger items may be transported through specialist furniture couriers, freight providers or other suitable delivery services.

Delivery Appointments

Some furniture deliveries may require a scheduled appointment.

Where applicable, the delivery provider may contact you to arrange a suitable delivery date or provide additional delivery instructions.

Delivery Access

Before ordering large furniture, please check that the item can be accommodated at your delivery address.

Consider:

• Doorway dimensions
• Hallway and staircase access
• Lift availability
• Building entrances
• Parking restrictions
• Other access limitations

Ground-Floor and Room-of-Choice Delivery

Delivery services may vary between products.

Some services may provide delivery to the building entrance or another agreed safe location, while others may offer room-of-choice delivery or additional handling.

The specific delivery service and any additional charges will be communicated before purchase where applicable.

Assembly and Installation

Assembly and installation are not automatically included with every furniture purchase.

If assembly or installation services are available, this will be indicated separately.

6. Fragile Products and Protective Packaging

Our product range may include fragile or delicate items such as mirrors, glass accessories, ceramics, decorative ornaments and other home décor products.

These products may require additional protective packaging and careful handling during transportation.

We aim to arrange suitable packaging according to the product’s characteristics and shipping requirements.

If your order arrives damaged, please contact our customer support team.

Email: customer-support@refinedhome.co.uk

Photographs of the damaged item and packaging can help us investigate the issue.

Your statutory rights are not affected by the availability of photographs or by whether damage was immediately visible upon delivery.

7. Multiple Shipments and Separate Deliveries

Some orders may contain products stored or fulfilled from different warehouses, suppliers or distribution locations.

As a result, your order may arrive in more than one parcel or delivery.

For example, smaller decorative accessories may be dispatched separately from larger furniture items.

Where applicable:

• Products may have different dispatch dates.
• Separate tracking information may be provided.
• Delivery dates may differ between items.
• Different courier services may be used.

Receiving one part of your order does not necessarily mean that all items have been delivered.

If you believe an item is missing, please contact our customer support team.

8. Order Tracking and Dispatch Notifications

Where tracking information is available, it may be provided through email, your customer account or another order communication.

Tracking details may include:

• Courier name
• Tracking number
• Dispatch confirmation
• Estimated delivery information
• Delivery status

Please note that tracking information may not update immediately after dispatch.

Some specialist furniture or freight services may use alternative delivery confirmation methods rather than conventional parcel tracking.

If you need assistance locating an order, please contact us with your order number.

9. International Shipping, Customs and Import Duties

International deliveries may be subject to customs procedures, import taxes, duties and other charges imposed by the destination country.

These requirements can vary depending on the product, shipment value, country of origin and destination.

Customs Clearance

International shipments may be inspected or processed by customs authorities.

Customs clearance times are outside our direct control and may affect the estimated delivery date.

Import Duties and Taxes

Depending on the shipping terms communicated before purchase, import duties and taxes may either:

• Be included in the amount paid at checkout; or
• Be payable separately by the customer to the relevant customs authority or delivery provider.

We aim to make the applicable shipping terms clear before an order is placed.

Additional Customs Charges

Where charges are payable by the recipient, the delivery company or customs authority may request payment before releasing the shipment.

Customers should review the applicable delivery terms before completing an international purchase.

Import Restrictions

Certain products may be restricted or prohibited from import into particular countries.

If a product cannot lawfully be delivered to your destination, we may be unable to accept or fulfil the order.

10. Delivery Addresses and Customer Information

Customers are responsible for providing accurate and complete delivery information during checkout.

Please ensure that the following details are correct:

• Full recipient name
• Street address
• Building or apartment number
• Town or city
• Postcode or ZIP code
• Country
• Contact telephone number, where required
• Relevant delivery instructions

Incorrect or incomplete delivery information may cause delays or unsuccessful delivery attempts.

Changing Your Delivery Address

If you need to update your delivery address after placing an order, please contact us as soon as possible.

Email: customer-support@refinedhome.co.uk

We will attempt to accommodate the request where possible.

Address changes may not be possible once an order has been dispatched.

Any additional charges will be handled in accordance with the terms disclosed before purchase and applicable law.

11. Missed Deliveries and Failed Delivery Attempts

If a delivery cannot be completed, the courier may:

• Attempt delivery again
• Leave a delivery notification
• Arrange a collection point
• Contact the recipient
• Request additional delivery instructions

For larger furniture items, missed appointments may require a new delivery arrangement.

Any applicable redelivery charges will depend on the circumstances, the service terms disclosed before purchase and relevant consumer law.

Please contact our customer support team if you need assistance with an unsuccessful delivery.

12. Delayed Shipments

Although we aim to arrange deliveries efficiently, delays can occasionally occur.

Possible reasons include:

• Courier disruptions
• Severe weather
• Customs inspections
• Public holidays
• Transportation delays
• Unexpected supplier or warehouse issues
• High seasonal order volumes
• Remote delivery locations
• Other logistical circumstances

If we become aware of a significant delay affecting your order, we will aim to provide an update.

Your Rights if Delivery Is Delayed

Under UK consumer law, you may have the right to cancel an order and obtain a refund if goods are not delivered within an agreed or legally required timeframe.

Where a delivery date is essential and this has been made clear before the contract was formed, additional cancellation rights may apply.

Nothing in this policy removes or restricts those rights.

13. Lost or Missing Parcels

If your order has been marked as delivered but you have not received it, please contact us.

We may ask you to confirm the delivery address and check whether the parcel has been received by someone at the address or placed in an agreed delivery location.

We will investigate the issue with the relevant delivery provider.

For consumer orders, Refined Home remains responsible for delivery until the goods are received by you or a person nominated by you, subject to applicable legal exceptions.

If an order is lost before the risk has lawfully passed to you, we will provide the appropriate remedy.

14. Damaged Items on Delivery

If your furniture or home décor product arrives damaged, defective or incorrect, please notify us.

Email: customer-support@refinedhome.co.uk

Please provide:

• Your order number
• Product name
• Description of the issue
• Photographs, where available
• Relevant packaging information

We will investigate and arrange an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a repair, replacement, refund or other legally required resolution.

We encourage customers to report damage promptly, but statutory rights are not lost simply because a problem was not reported within a short notification period.

15. Delivery Refusal and Undeliverable Orders

If a delivery is refused or cannot be completed, the parcel may be returned to the relevant fulfilment location.

The treatment of shipping charges, return costs and refunds depends on the circumstances and applicable consumer protection laws.

If you wish to cancel an eligible order, you should clearly notify us of your decision.

Simply refusing delivery may not always be sufficient to communicate a statutory cancellation.

We will not impose charges or deductions that are prohibited by applicable law.

16. Shipping Restrictions

Certain products may be subject to shipping restrictions due to their size, weight, materials or destination requirements.

Examples may include:

• Oversized furniture
• Extremely heavy products
• Fragile items requiring specialist handling
• Products restricted by local import regulations
• Items unsuitable for particular delivery services

If a product cannot be shipped to your selected destination, this may be indicated during checkout or communicated before the order is accepted.

If an accepted order cannot be fulfilled, we will provide an appropriate refund.

17. Shipping During Holidays and Busy Periods

During busy shopping periods, public holidays and seasonal promotions, processing and delivery times may be affected.

These periods may include:

• Christmas and New Year
• Easter and UK bank holidays
• Black Friday and seasonal sales
• International public holidays
• Other periods of increased shipping demand

We recommend placing time-sensitive orders well in advance.

Where a delivery date is essential, please contact us before ordering to discuss available options.

18. Returns Related to Shipping

If you wish to return an item after delivery, please refer to our Returns & Refunds Policy.

Our returns process covers:

• Change-of-mind cancellations
• Faulty or damaged goods
• Incorrect items
• Large furniture returns
• International returns
• Refund eligibility
• Return shipping arrangements

Returns & Refunds Policy: https://refinedhome.co.uk/returns-refunds-policy/

Customers retain all statutory rights under applicable consumer protection legislation.

19. Our Delivery Responsibilities

At Refined Home, we aim to provide clear delivery information and reliable customer support.

Our responsibilities include:

• Communicating applicable delivery charges before purchase
• Providing relevant delivery estimates
• Arranging fulfilment of accepted orders
• Informing customers of significant known delays
• Investigating missing or damaged shipments
• Providing remedies required by consumer law

We may use independent couriers, suppliers and fulfilment providers to deliver orders.

However, using third-party delivery services does not remove our legal responsibilities as the retailer.

20. Changes to This Shipping Policy

We may update this Shipping & Delivery Policy to reflect changes in delivery services, international shipping arrangements, product availability, business operations or legal requirements.

Updates will be published on this page with a revised “Last Updated” date.

Changes will not retrospectively alter agreed delivery terms for existing orders unless permitted by law or agreed with the customer.

We recommend reviewing this policy before placing an order.

21. Contact Us About Shipping and Delivery

If you have questions about shipping charges, delivery destinations, order tracking, furniture deliveries or international shipping, please contact our customer support team.

Refined Home

Website: https://refinedhome.co.uk/

Customer Support Email: customer-support@refinedhome.co.uk

Business Address: Ilford, Essex, IG6 3TU, United Kingdom

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

We aim to make the journey from choosing your products to receiving them as convenient and straightforward as possible.

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Refined Home – Beautiful Living, Thoughtfully Refined.

Last Updated: 5 November 2026