Delivery

Updated on 21st May 2020

WE HAVE RECENTLY RESUMED TWO-MAN FURNITURE DELIVERIES SO ALL OF OUR NORMAL SERVICES ARE UP-AND-RUNNING*.

PLEASE NOTE THAT FURNITURE LEADTIMES MAY BE A LITTLE LONGER THAN NORMAL AS WE AND OUR SUPPLIERS WORK THROUGH THE BACKLOG OF ORDERS PLACED DURING THE LOCKDOWN.

*Furniture delivery service is available to mainland UK locations only and excludes the Highlands; Click and Collect service remains unavailable due to store closures

Delivery Information

The delivery type for each item is shown on the relevant product page. For a full breakdown of our delivery pricing and timescales please see the table below. Please note that this applies to deliveries to UK mainland postcodes only.

Delivery Type Order Value Delivery Charge How Long It Takes (once order is in stock)
Parcel Delivery Orders Over £100 Free 1-3 working days
Orders Under £100 £6
Specialist Delivery Orders Over £500 Free Date normally offered within 1-2 weeks
Orders Under £500 £25
Furniture Delivery Orders Over £2,500 Free Date normally offered within 1-2 weeks
Orders Under £2,500 £69

* There are some out of area postcodes where delivery can take longer. For more specific information by postcode please contact our Customer Services team on [email protected]

 

If you have ordered several items with different delivery types, they may arrive on different days or from different couriers, but you won’t be charged for additional deliveries.

 

Delivery Types

Parcel

For smaller or lightweight items Heal’s delivers via a chosen third party carrier. If you provide your mobile number, our courier will send parcel tracking and delivery information direct to your phone.

Parcel items are delivered Monday to Friday and generally take 1-3 working days to reach you once despatched from our warehouse. Orders over £100 are delivered free of charge.

Specialist

To ensure your purchase arrives safely to your door, delicate, fragile or smaller items of furniture that do not require assembly, are delivered via our specialist one-man delivery service. Orders over £500 are delivered free of charge.

Specialist items are delivered Monday to Saturday from 7am to 6pm. Once your order is ready, our delivery partner will contact you directly to arrange a convenient date. In most cases they will offer you a date within a week. Deliveries also tend to be less frequent for outlying areas and Northern Ireland / ROI.

Please note, any cancellation within 24 hours of the delivery date will incur a failed delivery charge of £25. This charge will also apply if no-one is present to receive your delivery at a time agreed with the carrier. Similarly, if you choose to return order for reasons other than damage you will also incur a collection charge of £25.

Furniture

Heal’s orders of furniture and other bulky items are delivered using our specialist two-man service.

Once your order is available to deliver (i.e. after it has been made to order - do please review delivery lead times before and after ordering) our delivery partner will contact you directly to arrange a convenient date. In most cases they will offer you a date within a week, although deliveries may be less frequent for outlying areas and Northern Ireland / ROI. We deliver Monday to Saturday from 7am to 6pm. You will be able to choose an alternative date if the date offered is not convenient. We are not able to offer AM or PM, but the day before your delivery you will be contacted with an expected two-hour time slot.

Our teams offer delivery to your room of choice (up to second floor), assembly of your furniture as required and removal of packaging. Please advise us in advance of any access issues, e.g. narrow stairwell, no parking.

Please note, any cancellation within 24 hours of the delivery date will incur a failed delivery charge of £69. This charge will also apply if no-one is present to receive your delivery at a time agreed with the carrier. Similarly, if you choose not to accept your new furniture for reasons other than damage you will also incur a removal charge of £69.

Click & Collect

Items ordered via Click & Collect may have to be ordered in from supplier or delivered to your selected store. You will be notified by email when your order is available for collection. Please wait until you have received this email before travelling to the store.


When will my order be ready?

As a number of our items are made to order, please check each individual product for the estimated lead time. The different status options are explained below:

In Stock The item is in stock and will be delivered within the period stated
Awaiting Stock This item is on order, and the estimated lead time will be clearly stated. Once you place your order, the item will be reserved for you.
Special Order This item is made to order. The item lead time will be indicated on each individual product
Out of Stock We are currently out of stock of this item. Please contact our Customer Service team to be notified when an item is back in stock

Please note that lead times quoted are given in good faith. They are based on the best available information from our suppliers at the time of purchase. Where any delay occurs we will notify you by email at the earliest opportunity.


Is there anything I need to know before ordering furniture?

For a simple, stress free delivery, please read our guidelines below prior to placing your order.

We regret that we cannot deliver items beyond the second floor unless appropriate lift access is available. Beyond this, there is an additional charge of £15 per floor. We also ask that you consider the following factors that may prevent us from completing a standard delivery:

  • Red routes and parking restrictions.
  • Delivery vehicle size restrictions.
  • Suitable access to the property.
  • Restricted access into the property due to the size of the ground floor entrance.
  • Restricted access within the property to the intended delivery location.
  • Please ensure there is adequete space for our team to carry out assembly.

Such factors may require alternative delivery methods for which, in most cases, there is an additional charge. If you have any concerns regarding delivery, please contact us on 0333 212 1915.

Any costs incurred affecting delivery will not be the responsibility of Heal’s i.e. door or window removal etc.

Upon delivery of your goods, it is your responsibility (or the responsibility of the adult acting on your behalf) to inspect each item and to sign the driver's delivery note to confirm receipt of the goods. Any claim regarding short delivery, damage to property, or damaged or defective goods must be made within 48 hours. After this time Heal's cannot be held responsible for goods that are no longer in our care. If your goods are being shipped outside the UK by an independent shipping company, it is the responsibility of the shipping company to sign the drivers delivery note on your behalf, carrying out the relevant checks.

Do you deliver internationally?

Yes, we do deliver to mainland Europe (this excludes all BFPO addresses). All eligible products are clearly marked with an International Delivery logo.

Unfortunately, we are unable to deliver all products listed on our website internationally for various reasons such as warranties, logistics and legal reasons. If you would like us to deliver to a port or shipping company of your choice, please get in touch on 0333 212 1915 to discuss your options.

Details of our international delivery prices are stated below:

Republic of Ireland, France, Germany, Holland, Belgium, Luxembourg, Austria, Czech republic, Denmark, Poland, Spain, Italy, Portugal, Sweden, Finland. £24.95 Up to 10 working days

While we offer delivery for parcel items across mainland Europe, we are unable to coordinate item returns. It is the customer’s responsibility to organise international returns including payment for any delivery charges incurred.

Returns & Exchanges

To receive a Return Material Authorisation (RMA) number and arrange your return, contact our customer services team on 0333 212 1915. For further detail, see our Returns & Exchanges.