Terms and Conditions Store Orders

These Terms and conditions apply to all store bought purchases.

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 (the deposit) 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.


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.


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

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.