Delivery & Returns
Here at Out & Out Original, we care about making sure your brand new purchase takes pride of place in its new home. Your home.
We are extremely passionate about the unique products that we offer and are confident that you will love them just as much as we do! As after all, we’ve spent a lot of time travelling the globe to bring unique pieces to your home.
If you are not happy with your new piece of furniture (although we’re positively sure that you will be), any item can be returned for a refund (minus £35 collection fee) for any reason within 14 days. The only exception to this rule is with the purchasing of some items (such as sofas are high value goods) where upon delivery you will have the opportunity to review the item and confirm you are happy with it. In these cases you will be asked to sign a waiver confirming you are happy with your purchase, if you are not you can simply refuse the delivery but once the waiver is signed return due to a "change of heart" decision is not accepted.
Yes, you heard us right- simply email us or call us on 02037 728752 and we will arrange for a courier to come and collect the goods and issue you a refund.
What is the Free 2 Person Delivery Option?
All orders are handled by furniture delivery specialists and you can enjoy a free two man delivery service for every order over £250 as standard with optional assembly for just £39.95. Orders under £250 may be dispatched via Parcelforce depending on their size.
Our Two Man Delivery Service (Orders over £250) includes the following:
- A two-hour pre-arranged delivery window for every order
- Real time delivery updates can be obtained via our delivery hotline 01322 422340 quoting your postcode
- Multiple sized vehicles to cater for houses with restricted access or small access roads
- Delivery to a room of your choice
- Delivery up flights of stairs is acceptable but details must be communicated at the point of ordering in the "additional information" tab at checkout. We reserve the right to decline deliveries that endanger your property, our personnel or the product.
What if I need to speak to someone about changes to my order?
Do not worry, just pop us an email or call us and we will update your order. If your changes require partial refunds or additional payments we will contact you to arrange this as long as it is within 24-36 hours of your order being placed
How do I get an update on my delivery?
Due to the growth in online credit card fraud, once we receive your order we require 24 hours to validate your address and make the necessary fraud checks - this is to protect both you and us. After we have made these checks your order will then be live in our system. At this point, if you have ordered an "in stock" product you will be contacted within 2 working days to arrange delivery with our exclusive two man delivery service. In the event you have not yet been contacted and wish to get an update simply call our two man delivery service on 01322422340 quoting your postcode and they will be happy to give you feedback on the status of your delivery. Pre orders will not be processed until the stock has arrived, which is according to the lead time communicated to you at the time of ordering. Please do not call for updates on pre-orders prior to your confirmed lead time as no information will be available until your order is in stock.
Will I get charged the return delivery fee for returning the item?
We will never deduct delivery return fees as you have a right to return an item which you have changed your mind about, within the 14 days grace period. The only exception being on orders greater than £250 where due to their bulky nature, we must deduct a collection charge of £35*
What if I return an item after 7 working days?
In the event an item is faulty, we will issue you a full refund and arrange for a courier to collect the damaged product within 30 days. Depending on the manufacturing guarantee, we will arrange for a replacement product throughout the guarantee period via the furniture maker. If you change your mind about your purchase after receiving your order but the item is not faulty, simply contact us within seven working days and we will arrange for a courier to come and collect it and issue you a refund.
When will my order be delivered?
We aim to get all deliveries on stock out to you within 3-7 working days (except Scotland, Cornwall and Devon which can take up to 9 working days). If you choose to order the product directly from the furniture maker to enjoy price discounts you will need to wait a while longer whilst we produce it for you. The order lead time will always be communciated on the product page when you order and although each product is slightly different a rule of thumb is it will take between 3-8 weeks.
We cannot be held responsible for customers providing incorrect contact details which result in delays to final delivery of orders.
Weekend deliveries are not accepted as standard but special arrangements can be made if absolutely necessary. Please contact 01322422340 to discuss this with our two man delivery service.
Do you deliver to Offshore UK Islands (non-mainland)?
We absolutely do, however, we incur additional charges when delivering to these areas and as a result need to charge a delivery fee to these areas. The delivery fee is dependent on the type of products ordered and also which exact location delivery needs to be made to so please contact us on email@example.com if you would like a delivery quotation prior to placing your order.
What if I am not at home when the delivery is made?
In the event you have an agreed, pre-arranged delivery slot with our courier company (which has been confirmed by email and SMS), but you are not available at the delivery address at the agreed time slot, we may insist on a re-delivery charge of £35, depending on your circumstances. If you are not present at the delivery address to receive your delivery at the agreed time slot and you subsequently decide to cancel your order, we will charge a cancellation fee of £35, if your order has a value of £250 or more. If your order is less than £250, we will not charge any fees and will issue you a full refund.
How long will it take to process my refund?
If your order has not yet been delivered and you wish to cancel it, you will recieve a full refund within 3-5 working days of the date of cancellation. In the event you have already received your items and we have agreed to issue a refund, you will be issued a refund within 3-5 working days from the date your returned order is collected and received at our warehouse.
What if I have confirmed my delivery booking or refuse to accept the delivery when it arrives and I then want to cancel my order?
Once you have confirmed your delivery booking with our courier and they have designed the delivery route around your confirmation, if you wish to cancel your order completely we must charge a cancellation fee of £35. In the event you simply want delivery on a different date, you are free to request this but a complete cancellation will result in a cancelation fee.
What is your Christmas "Cut Off" for making deliveries?
All orders placed by end of Monday 14th December are guaranteed to be delivered before Christmas Day. Any orders placed after that time cannot be guaranteed delivery before Christmas but it is always possible that delivery will be made. After placing your order you are more than welcome to discuss your delivery and find a reasonable solution directly with our courier but we cannot guarantee delivery prior to order placement for orders placed after 14th December.
If you have any questions on or in addition to the above, please Get In Touch via our online form or call the team on 02037 728752.
*Some orders require a waiver to be signed at the point of delivery, this waivers the right to return the item under the long distance selling rule due to a "change of mind".