Terms & Conditions

Online orders

We've tried to make our order, payment and delivery process as simple and transparent as possible. We advise customers to carefully read our Terms and Conditions prior to ordering to avoid any inconvenience for either side.

Non Furniture Orders

Order acceptance and the completion of the contract between you and Heal’s will take place on the dispatch of the products ordered by you, unless we have notified you that we do not accept your order or you have cancelled it at least 48 hours prior to dispatch. Non-acceptance of an order may be a result of one of the following:

The product you ordered being unavailable from stock.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.
Not meeting the eligibility to order criteria set out in the Terms & Conditions.

We reserve the right to reject any offer to purchase by you at any time.

If there are any problems with your order, you will be contacted by a Customer Services representative.

Contract Cancellation - Distance Selling Regulations

You are entitled to cancel this contract if you wish to do so, provided you exercise your right no more than 14 working days after the day on which you receive your delivery.

To exercise your right of cancellation you must give written notice to Heal’s via letter or email with full details of your order or speak to a Customer Services representative. If you exercise your right of cancellation after the items have been delivered to you, you will be responsible for returning your order to Heal’s at your own cost. Further, you must take reasonable care to ensure the items are not damaged in the meantime or whilst in transit.

Heal’s reserves the right to refuse a refund on any item should it not be returned in fully resalable condition.

Products that fall into the following categories will not be refunded unless they are proven to be faulty;

Any goods made to a customer's own specifications, e.g. made to measure or personalised items
Self assembly furniture cannot be returned once assembly is part or fully completed
Mattresses or mattress toppers, bed linen or pillows that are not unopened in their original packaging.

If you wish to exercise your right to cancel this contract prior to order dispatch, please contact our customer services team immediately. If your order has already been dispatched please follow the procedure set out in Refund & Returns. This does not affect your statutory rights.

Product Description

Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system.

Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order.

Payment

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery.

You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Refusal of Transaction

We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.

We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold, removing or editing any materials or content on the Website, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:

Register by providing your real name, phone number, email address, payment details and other requested information.
Be over 18 years of age.
Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable.
Possess a valid credit or debit card issued by a bank acceptable to us.

By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

Furniture Orders

As many of Heal's exclusive and designer furniture items are made to order, lead times will vary between each item. On point of purchase Heal’s will take full payment in advance of delivery, however, for our cancellation and refund policy please see below.

Order Contract and Acceptance

Order acceptance and the completion of the contract between you and Heal’s will take place on the dispatch of the products ordered by you, unless we have notified you that we do not accept your order or you have cancelled it at least 48 hours prior to dispatch. Non-acceptance of an order may be a result of one of the following:

The product you ordered being unavailable from stock.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.
Not meeting the eligibility to order criteria set out in the Terms & Conditions.

We reserve the right to reject any offer to purchase by you at any time.

If there are any problems with your order, you will be contacted by a Customer Services representative.

Collection / Delivery

See more about deliveries here.

Access

The customer will be responsible for providing Heal’s with access to the delivery address as necessary for the delivery. You must also ensure that access is suitable for the delivery of your goods, for example doorway large enough, sufficient space to manoeuvre the product through the house, road accessible to delivery van, parking permits available if required.

Where there is any doubt we suggest you conduct a site survey prior to placing your order and make Heal’s aware of any issues so we can discuss best methods of delivery with you in advance. Heal’s will not pay for any additional charges or damages caused to your goods or property due to access issues that are not advised and agreed in advance.
We can only deliver through a ground floor or basement level and go up to second floor. If any alternative arrangements need to be made via specialist delivery companies then any additional charges are to be paid by you, the Customer.

We retain the rights to cancel your order, in the event we are not able to place the order with our supplier. In these cases we will refund all payments in full but will not be required to pay any compensation.

Short Delivery, Defective or Damaged Goods

We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible to our customer services department (Tel. 0333 212 1915 option 2). We do not accept any claims for damage caused by you the customer.

Contract Cancellation and Returns Procedure for Furniture Orders

You are entitled to cancel this contract if you wish to do so, provided you exercise your right no longer than 14 working days after the day on which you receive your delivery. To exercise your right of cancellation you must give written notice to Heal’s via letter or email with full details of your order or speak to a Customer Services representative.

If you wish to cancel this contract once your order has been dispatched please note the following procedure will apply:

Should you wish to return a furniture item we will arrange to collect this item from you and will apply an appropriate collection charge.
The collection charge will be the same cost as the original delivery charge levied and will be deducted from the refund value when processed.
If the original delivery charge was free then a charge of £150.00 for the collection will be charged.
To arrange a collection please contact the customer service team on 0333 212 1915.
Heal’s reserve the right to refuse a refund on the item should the item not be returned in a fully resalable condition.

You will be reimbursed to the card with which you paid for the goods once the goods have been received back into our Distribution Centre. Please note that your original delivery charges will not be refunded. A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods.

Refusal of Refund

Heal’s reserve the right to refuse a refund on the item, or deduct an appropriate % of the original selling price from the refund amount if we find that the product has not been returned to us in fully resalable condition. Products which fall into the following categories will not be refunded unless they are proven to be faulty;

Any goods made to a customer's own specifications, made to measure or personalised items.
Self assembly furniture cannot be returned once assembly is part or fully completed.
Mattresses or mattress toppers.

Returns Procedure for Damaged Furniture Deliveries (online only)

In the unlikely event that your furniture arrives damaged or faulty please email cservices@heals.co.uk or call 0333 212 1915 (option 3) immediately.

Data Protection

We reserve the right to keep all customer details on Heal's ordering system and a paper copy of your details at our Head Office until such a time we deem it suitable to destroy them. We will take all reasonable steps to ensure all information remains confidential.

Product Description

Although we aim to keep the Website as up to date as possible, the information, including Product Descriptions, appearing on this Website at a particular time may not always reflect the position at the exact moment you place an order.

Product Specifications

Heal’s reserve the right to change the specifications of our products without prior notice. The measurements of all products are as accurate as possible but some variation may apply. Please ensure you are aware of the natural characteristics of the materials in the construction of your furniture, how to care for your products and the normal ageing process. Showroom models may vary in age and therefore your goods may vary in appearance from an older model on the shop floor.

There may also be a slight variation between fabric batches, the most common variation being colour. Whilst we make every effort to ensure your product is manufactured from the same fabric batch we cannot guarantee any subsequent orders placed at a later date will match your original order. We cannot accept any liability for discolouration or fading due to exposure to direct or indirect sunlight.

Furniture Measurements

The dimensions given are written for your guidance. Before ordering, please ensure that there is adequate room to take the furniture through any doorways and windows, taking note of any restricted passageways, stairs and awkward turns. Please refer to our access guidelines for further information.

Wood

With exposure to light and air, cherrywood, maple and oak will mature to a deeper colour. This will be most pronounced in cherrywood, which mellows to a deep copper colour. For this reason objects placed on surfaces could leave 'shadows' when removed. Should this happen, exposure to daylight will eventually darken these paler areas.

Leather

Leather is a natural product and each hide will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one hide to another and even within the same hide. Heal's selects only hides of the highest quality but some marking is inevitable and should be accepted as part of the individual appearance of leather furniture.

Payment

Refusal of Transaction

Register by providing your real name, phone number, email address, payment details and other requested information.
Be over 18 years of age.
Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable.
Possess a valid credit or debit card issued by a bank acceptable to us

Concessions

For products purchased from branded concessions on the Heal's Website, Heal's act as an agent on behalf of the concessionaire. For vat purposes the liability rests with concessionaire and vat invoices can be issued by the concessionaire on request.

Store Orders

Orders and cancellations

All items will be made to order with the exception of those that are already in stock. Upon acceptance of your order, we shall, in turn, place an order with our supplier for the goods thereby entering into a contractual agreement with the supplier and incurring administration costs on your behalf. As a condition to this agreement we require payment at the time of purchase of the price of the goods. In each case 25% will be considered and should represent a genuine pre-estimate of our loss should you breach the contract.
You may cancel or request an exchange, without forfeiting the deposit, within 48 hours of placing your order. You may not cancel or exchange your order after 48 hours. If, after this period has elapsed, you do request cancellation or an exchange we will retain the full deposit and recover any additional losses that we suffer as a result of the cancellation or exchange request. To notify us of your cancellation request you must do so by sending an email to cservices@heals.co.uk or in writing to Customer Service Manager, Heal's, 196 Tottenham Court Road, London W1T 7LQ.

We retain the right to cancel your order in the unlikely event that we are not able to place the order with our supplier. In these cases Heal’s will refund monies paid in relation to the order and will not be required to pay any compensation.

Delivery & Lead times

The lead time quoted is an approximate lead time, based upon the best available information provided by our suppliers at the time of purchase. Where any delays occur we will do our best to notify you at the earliest opportunity.

As soon as your order is ready for delivery, our third party carrier will contact you directly to arrange a delivery. They will offer you the first available date and time slot for delivery in your area. 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.

If we attempt delivery on the date and time slot agreed but no one is present to receive the goods, we reserve the right to charge you a re-delivery fee for each subsequent delivery attempt. Should you repeatedly refuse to arrange or take delivery after 28 days of our first attempt to contact you, we reserve the right to cancel your order and retain 25% of the order value (the deposit) and any other costs we have incurred.

Access

The customer will be responsible to ensure that the delivery address access is suitable for the delivery of their goods (for example; doorway large enough, sufficient space to manoeuvre the product through the property, road accessible to delivery van, provision of parking permits required for successful delivery). Where there is any doubt we suggest you conduct an independent full site survey prior to placing your order. Heal’s will not pay for any additional charges or damages caused to your goods or property due to access. We can only deliver through a ground floor or basement level and go up to second floor level. If any alternative arrangements need to be made via specialist delivery companies then any additional charges are to be paid by you, the Customer. We will not accept cancellations on the grounds of access issues that were not declared at the time of placing your order.

Acceptance

Upon delivery of your goods it is your responsibility (or the responsibility of the person acting on your behalf) to unpack and inspect each item and to sign the driver’s delivery note to confirm receipt of the goods. Any claim regarding short delivery, damage or defective goods must be made within 24 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 driver’s delivery note on your behalf. Once the goods have been handed over to the shipping company and the delivery note has been signed by them, Heal’s will no longer be responsible for any loss or damage unless the loss was caused by our negligence or due to a manufacturing defect or design fault. Any claims may be reduced or rejected if Heal’s have not been given the opportunity to resolve the matter. If you have any post-delivery complaints please email our team at enquiries@heals.co.uk

Product specifications

Trade

This is an agreement between Heal's (1810) Ltd (Heal’s), and you (the client) for the registration of a trade account with Heal’s. Upon our acceptance of your application, you will be deemed to have consented to these terms by your use of the Account.

Account

By being a Trade client, you accept responsibility of both payment and specification of all items ordered under the account name.

We reserve the right to close your Trade Account at any time on the provision of one month’s written notice or with immediate effect should you, the client, break any terms on which you purchased the goods.

You may end this account agreement at any time by giving us notice and by paying in full any outstanding balances.

You must tell us immediately if:

You become aware that the Account is being misused, whether fraudulently or in any other way; or

The invoices appear to wrongly include an item.

All account amendments need to be communicated to us with immediate effect in writing to Trade Department, Heal's, 196 Tottenham Court Road, London, W1T 7LQ or by email to trade@heals.co.uk.

We may transfer any or all of our rights and obligations under this agreement. This agreement is personal to you and only you are permitted to use the Account.

Pricing

We are unable to offer Trade discounts on the following:
Gift vouchers.

Retrospective retail/online sales.

Ranges that belong to our Lowest Price Guarantee category.

Discounts exceeding standard parameters for bulk purchases are possible, and are agreed on a case by case basis with the Head of Heal’s Trade.

To qualify for a Trade discount, all orders need to be processed through the trade department. Trade sales are unable to be placed through store/online channels.
In order to be eligible for discount, we require a minimum order value of £250.

Payment

Any payment to us must be in Pounds Sterling by way of direct debit, BACS, CHAPS, bank transfer or as otherwise notified by us to you. All banking charges need to be covered by you, the client. The full amount is requested unless a deposit is agreed with the Head of Heal’s Trade.

On placement of your order you will be invoiced for the full value of the order less any trade discounts due. In the case where a deposit is paid, full payment is required before the release of the order for delivery.

Orders

You will be sent confirmation of your order by e-mail unless otherwise specified with you in writing. A 48hour cooling down period is awarded to you to allow for any amendments/cancellations to your order, after which the order will be processed and we cannot accept any form of cancellation/amendment. If, after this period has elapsed, you do request a cancellation or an exchange, we will retain the full order amount.

Heal's reserves the right to cancel any orders that for any unforeseen circumstances are unable to be placed with or fulfilled by our supplier. Should this arise, Heal’s will refund all monies paid in relation to the order and will not be required to pay any compensation.
Please note that if you are a Heal's Trade customer, returns are not accepted.

Specification

As an industry professional, it is understood that you are familiar/accountable for all items specified by point of purchase. This extends to all finishes, specs and material variances, fabric batching, aging processes and limitations (including but not limited to fabric, leather, wood and marble properties).

All contract needs and certification requirements must be highlighted before point of purchase.

We take responsibility only for finishes and swatches discussed directly with your account manager or a member of the Trade team. As such, all samples must be requested through the department.

Heal’s reserves the right to change the specification of our products without prior notice. The measurements of all products are as accurate as possible but some variation may apply.

Showroom models may vary in age and therefore your goods may vary in appearance from an older model on the shop floor.

Lead times

All lead times quoted are an approximate lead time, based upon the best available information provided by our suppliers at the time of purchase. In the event of a supplier delay, we will do our best to notify you at the earliest opportunity. Delays are not grounds for cancellation.

It is understood that on occasion, Trade items are unable to be allocated from retail stock and will therefore incur a lead time under specialist order.

Delivery

We will contact you to arrange a suitable delivery date. Please note that any orders which remain at our warehouse for more than 28 days after our first attempt to contact you for delivery, during which time we have failed to agree a delivery date, will incur storage charges of £25 per order, per week.

All delivery details are to be confirmed at point of sale and during booking of delivery, including delivery contact name and number, specialist delivery/assembly requirements and time/date requests. If we attempt delivery on the date and time slot agreed but no one is present to receive the goods, we reserve the right to charge you a fee of £79 for each subsequent delivery attempt.

Our standard delivery offering includes delivery through a ground floor or basement level and goes up to a second floor level. All delivery services outside of the scope of our standard delivery service are chargeable and will be quoted at point of sale.
All delivery information is finalized 48 hours before the booking allocation, after which, all amendments are chargeable.

Access

All delivery access is understood to be the responsibility of you, the client. This includes but is not limited to doorway widths, ceiling heights, stairway maneuverability, sufficient maneuverable space both within the interior and exterior of the property, road accessibility for a delivery van, and provision of parking permits if required.
If required, a site access check can be arranged. This needs to be highlighted prior to booking delivery and will be quoted on a case by case basis.

Heal’s will not be liable to pay for any additional charges or damages caused to your goods or property due to access. Access issues are not grounds for cancellation.

Acceptance

Upon delivery of all goods, it is your responsibility (or the specified person acting on your behalf) to inspect all items and to sign the driver’s delivery note to confirm receipt of the goods. Any claim regarding incomplete delivery, damage or defective goods must be made within 24 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 shipper, it is the responsibility of the shipping company to sign the driver’s delivery note on your behalf. Once the goods have been handed over to the shipping company and the delivery note has been signed, Heal’s will no longer be responsible for any loss or damage unless the loss was caused by our negligence or due to a manufacturing defect or design fault. Any claims may be reduced or rejected if Heal’s have not been given the opportunity to resolve the matter. If you have any post-delivery complaints, please email our team at trade@heals.co.uk.

Clearance Orders

These terms and conditions apply to all clearance purchases.

Orders and cancellations

You are entitled to cancel this contract if you wish to do so, provided you exercise your right no more than 14 working days after the day on which you receive your delivery.
In the unlikely event that Heal's are unable to locate your clearance item or if the item was advertised incorrectly, we reserve the right to cancel and refund your order. As clearance items are discounted by individual case, we therefore cannot order another new piece from the supplier.

To exercise your right of cancellation you must give written notice to Heal’s via letter or email with full details of your order or speak to a Customer Services representative. If you exercise your right of cancellation after the items have been delivered to you, you will be responsible for returning your order to Heal’s at your own cost. Further, you must take reasonable care to ensure the items are not damaged in the meantime or whilst in transit.

Heal’s reserves the right to refuse a refund on any item should it not be returned in fully resalable condition.

Products that fall into the following categories will not be refunded unless they are proven to be faulty:

Any goods made to a customer's own specifications, e.g. made to measure or personalised items.

Self assembly furniture cannot be returned once assembly is part or fully completed.

Mattresses or mattress toppers, bed linen or pillows that are not unopened in their original packaging.

If you wish to exercise your right to cancel this contract prior to order dispatch, please email cancellations@heals.co.uk or call 0333 212 1915 immediately. If your order has already been dispatched please follow the procedure set out in Refund & Returns. This does not affect your statutory rights

Special Offers

Complimentary Nourishing Wood Oil Offer

Offer valid in-store only. Receive a complimentary 75ml bottle of Act of Caring Wood Nourishing Oil when you spend £200 or more on wooden furniture in-store. Available at our Kingston and Tottenham Court Road stores exclusively, while stocks last.

10% off on newsletter sign up

Offer valid in-store and online. Excludes clearance lines. This offer does not work in conjunction with any other offer, or any already reduced prices. UK mainland delivery only. Offer excludes the following ranges and brands:

Heal's Brunel range (Lowest Price Guarantee)
Ligne Roset
Porada
Vitra
Ercol
Ercolani
Carl Hansen
Tom Schneider
Cassina
Carpe Diem
Gubi
Knoll
Muuto
Vincent Sheppard

Promo codes

SMS sign-up giveaway

To enter, sign up to receive SMS alerts from Heal’s using a valid UK mobile phone number. By signing up, you agree to receive informational and/or marketing messages from Heal’s.

Giveaway Draw

One winner will be randomly selected annually from all eligible entries received during the calendar year. The winner will receive a Heal’s voucher or account credit covering the full value of one order, up to a maximum of £500. The prize must be used in a single transaction and cannot be redeemed for cash or combined with other promotions. The winner will be notified via SMS and/or email within 7 days of the draw. If the winner does not respond within 14 days of notification, the prize may be forfeited, and another winner selected. All personal data submitted will be processed in accordance with Heal’s Privacy Policy and used solely for the purpose of administering the giveaway and providing SMS alerts. Only one entry per phone number is permitted. Heal’s reserves the right to amend or terminate the giveaway at any time without notice. Entry constitutes full acceptance of these terms and conditions.

Gift cards

Terms and conditions governing the exchange of Heal’s gift cards
Heal’s gift cards are only exchangeable through Heal’s (1810) Limited in the United Kingdom.

Gift cards can be purchased in our shops and on our website, with a minimum value of £1 and up to a maximum value of £1000.

You can redeem Heal’s gift cards in our shops and on our website as part or full payment.
The full card number and PIN will be required for all website and telephone orders.
Please protect your card and treat it as cash; we cannot replace lost, stolen or damaged cards.

Gift cards cannot be exchanged for cash.

Where goods you have purchased with a gift card total less than the value of the card, any balance will remain on the card and may be applied to future purchases, provided that the card has not expired.

If you return goods or cancel an order before delivery, which you purchased using a Heal’s gift card, monies owing will be refunded to a gift card. This does not affect your statutory rights.

Your Heal’s gift card is valid for a period of 12 months from the date of activation or last use, after which any remaining balance will be removed, and the card will become invalid and no longer available for use.

We reserve the right to amend the gift card terms and conditions at any time, where we consider it reasonable and necessary to do so.

Customers can check their balance at www.showmybalance.com

Heal's Complaints Process

In the event that you should need to make a complaint, please call our Customer Services Team on 0333 212 1915 and they will try their best to resolve the issue for you.
Should you wish to do so in writing please email enquiries@heals.co.uk or write to:

Customer Services Manager
Heal's (1810) Ltd
196 Tottenham Court Road
London
W1T 7LQ

We will aim to respond to your query within 2-3 working days and will always try to find the best solution for our customers.

If you are unhappy with the outcome we provide, you can contact The Furniture Ombudsman for impartial advise. Established by the government (OFT) in 1992, the Furniture Ombudsman is an independent not-for-profit organisation which specialises in providing Alternative Dispute Resolution services for consumers and businesses in the retail, furniture and home improvement sectors.

For more information, visit their website: www.thefurnitureombudsman.org

Registered Address
Our Registered Company address is:
Heal's (1810) Ltd
196 Tottenham Court Road,
London, W1T 7LQ

Company registration number: 12111617
VAT registration number: GB 524300689