A minimum non-refundable deposit of 25% (50% for flooring) is required before any order can be placed with our supplier(s). If you are using any of our credit facilities the paperwork must also be completed at the time of order.
Any balance becomes due as soon as we contact you to advise that the goods have been received into our Warehouse.
Goods will not be cleared for delivery until all balances have been paid or credit agreement(s) are in place.
We can only deliver to the delivery address stated on the order.
Maitland’s offers a furniture uplift & disposal service. This is a chargeable service and must be purchased at the time of your order OR prior to arranging your delivery of furniture. Please speak with your furniture sales representative at the time of ordering for more information.
It is the customer’s responsibility to ensure that there is adequate access for delivery, especially for bulky items. If you are in any doubt about this we can arrange inspection and assessment at a charge of £50. Maitland’s cannot be held responsible for damage caused by transporting bulky items above ground level.
If you are concerned that your furniture may not be the right size for your room, we recommend laying down newspaper on the floor to show the footprint of the furniture, this will give you a better visualisation for the remaining space around it.
We provide specification sheets for all of our furniture items and we offer measuring tapes in store so you can get all the sizes you may need to survey your room(s) yourself.
Suitable access for the goods is the responsibility of the customer so it may also help to bring your sizes in to store, or to measure your existing furniture to compare. If you are concerned about access, please mention this to one of our sales advisors who may be able to show alternative products that can be dismantled for peace of mind.
Any goods which are ‘Specially Ordered’ or ‘Made-to-Order’, and are in-production with our supplier(s) cannot be cancelled. We will only consider cancellations/changes to your order if we receive your written request to do so before the goods have commenced production. Insistence on cancellation after this point will result in forfeiture of the deposit.
We are unable to accept return requests for ‘Special Order’ or ‘Made-to-order’ goods unless they are damaged or faulty.
If your item/s are purchased from stock and you find that they are not suitable, we can often accept a return request for these items. In this event a “Restocking & Uplift Charge” would apply.
Clearance items are considered to be “Sold as Seen”.
It is the customer’s responsibility to inspect all goods at point of delivery or point of sale if purchasing Clearance items.
Should goods be found faulty or damaged then we will endeavour to establish a suitable resolution by way of repair, replacement or reselection.
All returns must be accompanied with the original receipt and within 28 days of purchase.
For hygiene reasons, we are unable to accept returns of pillows, duvets, mattress protectors or pillow protectors regardless of date of purchase, or whether they are unopened.
You can return your “Online” order of products within 14 days of delivery (exclusions apply for made-to-order products).
If your item has arrived damaged or faulty, please email info@maitlands.co.uk within 14 days of delivery to explain the issue. In your email please include: Your name, address, post code, telephone number, order number, explanation of the damage as well as evidentiary photographs.
A member of our team will then be in touch to arrange the return and/or replacement of your item.
We will refund you the full price of the faulty item and your delivery, and you will not have to pay for the return of this item. Your refund will take place no longer than 14 days of the goods having been returned and inspected by our customer care team.
We carry out pre-delivery quality checks on most products to ensure your order is as you would expect. However, if you are concerned that you have received a faulty, flawed or damaged item/s, please let our Customer Service Team know at point of delivery.
We want you to enjoy any product purchased from us. Please take time to read the care pack that accompanies your order or is delivered with it as it contains vital information to ensure that you get the best from your purchase.
For leather, fabric & faux leather products you will receive a care and information letter at time of purchase detailing what you can expect regarding appearance and care of your new furniture.
We are always happy to answer any specific questions you may have about care and maintenance.
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