Shipping policy

This Delivery Information page outlines the terms and conditions applicable to the dispatch and delivery of orders placed via www.mandhliving.co.uk. For the purposes of this policy, “we,” “our,” or “us” shall refer to M&H Living, and “you” or “the customer” shall refer to the individual or entity placing an order with us.

The information set out herein is intended to provide comprehensive guidance on delivery timeframes, applicable fees, available service options, and relevant procedural requirements. Thereby ensuring that the delivery process is conducted in a clear, dependable, and efficient manner. Customers are strongly encouraged to review the contents of this page carefully prior to completing any purchase.

Key Terms and Definitions

For the purpose of maintaining clarity and consistency throughout the delivery process, the terminology used within this policy shall be interpreted as set out below:

Assembly Service

“Assembly Service” shall denote an optional service provided by M&H Living, under which our delivery team will deliver the sofa to the customer’s specified room of choice and undertake the complete assembly of all components, ensuring the product is fully installed and ready for use.

Standard Items

“Standard Items” shall mean all sofas offered by M&H Living, irrespective of the selected fabric, colour, or finish, where no bespoke sizing or dimensional alterations have been requested.

Made-to-Order / Bespoke Items

“Made-to-Order” or “Bespoke Items” shall refer to sofas that are manufactured in accordance with specific customer requirements, including but not limited to customised dimensions or configurations. Such items are individually crafted and are therefore subject to bespoke terms and conditions.

1. Delivery Day Cancellation

This section sets out the terms governing the cancellation of orders on the scheduled delivery date.

  1. Standard Products

Orders relating to standard (non-customised) sofas may be cancelled on the day of delivery. However, the customer shall be responsible for any applicable costs associated with return, collection, or redelivery arising from such cancellation.

  1. Made-to-Order / Customised Products

Orders for made-to-order or bespoke sofas cannot be cancelled on the scheduled delivery date once production has been completed. Such items may only be refused or considered for return if, upon delivery, they are found to be damaged, defective, or not in accordance with the agreed specification, and shall be subject to the provisions outlined in our returns policy.

2. Delivery Information

This section outlines the principal details relating to the delivery of your order, including indicative timeframes, available service options, and any applicable charges.

  1. Standard Delivery

Our Standard Delivery service is structured to ensure that all sofas are transported and handled with the highest degree of care and attention, providing a dependable and efficient delivery experience.

  • Standard Delivery includes the transportation of the purchased sofa from our warehouse to the main entrance or front door of the delivery address. Unless an additional service has been expressly selected, this service does not extend to placement within a specific room or the assembly of the product.

  • In circumstances where the delivery address is located within a flat or apartment building and lift access is unavailable, delivery shall be completed at the building’s main entrance rather than at the individual residence.

  • Where the Assembly Service has been selected at the point of purchase, our delivery team shall place the sofa in the customer’s chosen room and carry out full assembly of the product components.

  • All delivery timeframes provided are indicative estimates and are not guaranteed. However, M&H Living shall use all reasonable endeavours to fulfil deliveries within the stated timeframe.

  1. Express Delivery

Customers who select Express Delivery will be offered delivery within a prioritised and specified timeframe, subject to the following terms and conditions:

  • Express Delivery includes transportation of the sofa to the front door or main entrance of the delivery address only and does not include placement within a specific room or assembly of the product.

  • Delivery will be attempted within the confirmed Express Delivery window communicated to the customer.

  • Once the delivery timeframe has been confirmed by our logistics team, it is the customer’s responsibility to ensure availability at the agreed time. In the event that the customer is unavailable, or delivery cannot be completed due to circumstances attributable to the customer, any subsequent delivery attempts shall be conducted under Standard Delivery terms.

  • In such instances, any Express Delivery fees paid shall be non-refundable. The order will be rescheduled to the next available Standard Delivery slot, and the customer shall not be entitled to select or amend the delivery date.

Note: Our logistics team will contact the customer via telephone or text message one day prior to the scheduled delivery to confirm availability. Delivery will only proceed upon such confirmation. Should the customer be unavailable, the delivery will be rescheduled for the earliest available date. Customers are responsible for ensuring that accurate and up-to-date contact details are provided at the time of placing the order to facilitate efficient delivery.

3. Delivery Preparation Responsibilities for Customers

1. Pre-Delivery Measurement Guidance

Customers are responsible for ensuring that all ordered sofas can be safely delivered to the intended location within the property, taking into account all relevant access points, including staircases, hallways, doorways, and any other entry routes.

In the event that delivery cannot be completed due to restricted access, inadequate space, or unsuitable stair dimensions, M&H Living shall not be held liable for any resulting inability to deliver the product.

Important Note:
Customers are strongly advised to carefully measure all access points and pathways prior to placing an order to avoid any potential delivery issues.

2. Lift Accessibility Guidelines

Where the delivery address does not benefit from functional lift access, the customer must notify M&H Living in advance. In the absence of suitable lift access, any selected Assembly Service may not be carried out. In such circumstances, assembly charges will be refunded, and delivery shall be completed to the main entrance of the building only.

3. Pre-Assembly Requirements and Disposal Notice

Customers who have selected Assembly Service are required to ensure that the designated area is prepared and suitable for assembly prior to the arrival of our delivery team. All fragile items, as well as pets and children, should be removed or kept at a safe distance from the assembly area to minimise the risk of damage or injury during the process.

Please note that M&H Living does not provide removal or disposal services for existing furniture. Customers remain solely responsible for arranging the removal or disposal of any old items prior to delivery.

Delivery Areas

M&H Living provides delivery services across the mainland United Kingdom as part of its standard delivery offering. Deliveries to certain regions, including the Scottish Highlands and offshore islands, may be subject to limited availability, extended timeframes, or additional conditions. At present, delivery services do not extend to Northern Ireland or the Republic of Ireland.

Supporting You Every Step of the Way

Our policies are thoughtfully designed to ensure a clear, fair, and consistent experience from the moment an order is placed through to its final delivery. They serve to protect the integrity of our products, uphold the highest standards of service, and provide our customers with a dependable and trustworthy experience.

We sincerely appreciate your attention to these guidelines and your cooperation in adhering to them.

How to Contact Us

For any enquiries relating to orders, delivery, returns, or exchanges, our Customer Service team may be contacted through the following channels:

FAQs

1. What is included in Standard Delivery?
 Standard Delivery includes transportation of your sofa to the main entrance or front door of the delivery address.

2. Do you offer an Assembly Service?
 Yes. Our optional Assembly Service includes delivery to the room of choice and full assembly of the sofa.

3. Can I cancel my order on the day of delivery?
 Standard product orders may be cancelled on the day of delivery. However, bespoke or made-to-order items cannot be cancelled once production is complete.

4. What if I am unavailable at the scheduled delivery time?
 If delivery cannot be completed due to customer unavailability, the order will be rescheduled under Standard Delivery terms, and any Express Delivery charges will not be refunded.

5. What happens if there is no lift access at my property?
 In the absence of suitable lift access, delivery will be completed to the building’s main entrance only, and Assembly Service (if selected) may not be carried out.

6. Do you deliver outside the mainland United Kingdom?
 We deliver across the mainland United Kingdom. We currently do not deliver to Northern Ireland or the Republic of Ireland.

7. Do you remove old furniture during delivery?
 No. M&H Living does not provide removal or disposal services for existing furniture.