Shipping & Delivery Policy

At Hampton Row, we pride ourselves on delivering luxury furniture with a service to match.

Our delivery options and timescales vary depending on whether your item is currently in stock or is being made specifically for you.

In-Stock Indoor Collection

Many of our indoor furniture pieces are held in stock and are normally available for delivery within approximately one week.

Once your order has been confirmed, our team will contact you to arrange a suitable delivery date.

Delivery times may vary depending on your location, courier availability and any access requirements. Any delivery date or timescale provided is an estimate unless we have expressly confirmed a guaranteed date in writing.

If an item is unexpectedly unavailable or delivery is likely to take longer than originally estimated, we will contact you with an update.

Made-to-Order and Bespoke Items

Our made-to-order and bespoke products are crafted specifically for each customer.

These may include:

• Pergolas

• Made-to-order sofas

• Bespoke sizes or configurations

• Custom fabrics, colours and finishes

• Specially ordered furniture

Typical lead times range from approximately 2 to 8 weeks, although some products, specifications and installation projects may take longer.

The estimated lead time for your order will be shown on the product page, provided in your quotation or confirmed when your order is placed.

Made-to-Order Delivery Times

Any production or delivery timescale provided for a made-to-order or bespoke item is an estimate unless a particular date has been expressly guaranteed by Hampton Row in writing.

Lead times can occasionally change due to factors including:

• Material, fabric or component availability

• Supplier and manufacturing schedules

• Quality-control inspections

• Hand-finishing requirements

• Shipping or customs delays

• Courier or installation availability

• Adverse weather

• Circumstances outside our reasonable control

Where a meaningful delay occurs, we will make reasonable efforts to obtain updated information from the manufacturer or supplier and provide a revised estimated timescale where possible.

As made-to-order products are produced specifically for the customer, a change to an estimated production or delivery date does not automatically make the order cancellable.

Full cancellation terms for made-to-order and bespoke products can be found in our Purchase & Returns Policy.

Delivery Arrangements

When your order is ready, Hampton Row or our delivery partner will contact you to arrange or confirm your delivery date.

You may also receive:

• An estimated delivery window

• Telephone, email or text confirmation

• Tracking information

• An update when the delivery team is nearby

Delivery windows are estimates and may be affected by traffic, weather, earlier deliveries and other circumstances outside the delivery team’s reasonable control.

A responsible adult must be available to accept the delivery.

White-Glove Delivery Service

Hampton Row deliveries include our white-glove delivery service as standard.

Our delivery team will:

• Deliver your furniture with care

• Bring it into your property

• Place it in your chosen room

• Position it in the agreed location

• Remove the delivery packaging

White-glove delivery does not include specialist assembly, electrical work, wall or floor fixing, moving existing furniture or removing doors, windows, bannisters or permanent fixtures unless this has been expressly agreed beforehand.

Pergola installation arrangements will be confirmed separately as part of your order.

Access Requirements

Customers are responsible for ensuring that the product can be delivered safely into the property and placed in the intended location.

Before ordering, please check:

• Door widths

• Hallways

• Stairways and landings

• Lifts

• Gates and pathways

• Ceiling heights

• Access around corners

• Parking and vehicle access

Please tell us before delivery about any narrow roads, parking restrictions, stairs, restricted entrances, upper-floor access or other circumstances that may affect the delivery.

Our delivery team may refuse to move an item through an area where doing so could cause injury or damage to the product or property.

Made-to-order and bespoke products do not become cancellable because the item cannot fit through the available access.

Pergola Delivery and Installation

Where pergola installation is included, the customer must ensure that:

• The installation area is clear and accessible

• The ground or prepared base is suitable

• The measurements provided are accurate

• Any required permissions have been obtained

• Parking and access are available

• The area is safe for the installation team

Unless expressly included in your quotation, Hampton Row does not provide ground preparation, landscaping, paving, drainage, electrical connection, planning applications or removal of existing structures.

Additional charges may apply where delivery or installation cannot proceed because the site is inaccessible, unsafe, incomplete or materially different from the information provided.

Failed or Rearranged Deliveries

Please contact us as soon as possible if you need to rearrange an agreed delivery.

A reasonable redelivery or rearrangement charge may apply where:

• Nobody is available to accept delivery

• The delivery address is incorrect

• The customer rearranges at short notice

• Access restrictions were not disclosed

• The item cannot safely enter the property

• The installation area is not ready

• The delivery or installation team has already been booked

Any applicable charge will reflect the costs reasonably incurred by Hampton Row or our delivery partner.

Inspecting Your Delivery

Please inspect your order as soon as reasonably possible after delivery.

Where visible damage is identified, please notify the delivery team and ensure it is recorded before they leave wherever possible.

Delivery damage, missing components or other concerns should be reported within 48 hours and should include:

• Your order number

• A description of the issue

• Photographs of the complete product

• Close-up photographs of the affected area

• Photographs of the packaging

Reporting an issue within 48 hours allows us to investigate quickly with the courier, supplier or manufacturer. It does not affect your statutory rights where a problem is discovered later.

Questions About Your Delivery?

Contact our customer experience team:

Telephone: 0161 399 4029
Email: customerexperience@hamptonrow.store

Please include your order number when contacting us about an existing order.

Nothing in this policy excludes or restricts your statutory consumer rights.