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DELIVERY INFORMATION

Providing all items in your order are in stock, we aim to ship as quickly as possible (usually within 24 - 48 hours of receipt of your order), but please allow 14 days for delivery.

Delivery of out-of-stock items may take up to 6 weeks. For ‘Special Order’ (S/O)⁽¹⁾ items please allow for a delivery time of up to 12 weeks. We wait with the shipping of an order until we can ship it complete. If the out-of-stock item is not due in stock within the 6 week period (or 12 weeks in case of a (combination) ‘Special Order’ (S/O)⁽¹⁾), it will be deleted from your order and the remainder will be shipped to you. It goes without saying that you will be informed if this is the case.

Please be advised that we never take payment for an order until the day it is shipped to you. However, please be advised that your debit (or credit) card provider may well debit your account on the day you place your order, to guarantee their payment authorisation to us. If in doubt, please verify this with them.

When you have placed your order on the website, you will be sent a confirmation email with your order details. If you do not receive this email, please let us know on sales@lavenderandsage.co.uk. The day your order is shipped, you will be sent a shipping email with the details of items shipped, and a tracking info email with the details pertaining to the shipping method of your order. If your order was shipped by courier, the email will contain the tracking label number of your parcel and their telephone number, so that you may get in touch with them to check the delivery status of your shipment.

Change of delivery address
If you wish to change the delivery address after you have placed an order, please let us know. Please bear in mind that if your order has already been shipped and our couriers charge us extra for the change in address, the extra cost will be charged to you.

*UK MAINLAND DELIVERIES (excl. Northern Ireland & the Isles)

Lavender & Sage Ltd will deliver any order to UK mainland addresses for a Standard Postage & Packing charge of  just £4.95* per address.

NB All courier deliveries must be signed for. When you are asked to sign for your delivery, please print the words 'CONTENTS UNCHECKED' before signing. Otherwise goods damaged in transit are uninsured.

*The exceptions to the standard P&P charge are heavier or larger items (however, for furniture items please see 'Actual Freight Shipping' below). Shipping & Packing charges for light & medium weight products are indicated by the following symbols:

Light weight: £12.50 per delivery

Medium weight: £22.50 per item*⁽²⁾⁽³⁾

The Postage & Packing charges include delivery cost, packaging materials and handling. The P&P charge is standard and irrespective of the size of your order. Orders are shipped via courier or via Royal Mail (standard parcel or 2nd class), depending on postcode and weight/size of parcel.

ACTUAL FREIGHT SHIPPING

Items that are charged at actual freight are indicated by the following shipping symbols:

Heavy weight: charged at actual freight*^(2)(3)*

Extra Heavy weight:  charged at actual freight*^(2)(3)*

Upon placing your order a quote for shipping* will be obtained for you from our carriers. If you agree to this quote, your credit card details will be required to put through a separate order for the shipping. This will all take place within the 7 days cooling off period. If you would prefer to arrange for your own carrier, then please let us know.

* Shipping quotes can vary from £4.95 for a single dining chair to £120 per pallet to the Highlands and Islands of Scotland.

⁽¹⁾ Special order items (S/O)

1. ‘Special Order’ (S/O) items are those that are ordered especially for you from our suppliers in France. In case you wish to cancel a ‘Special Order’ item after the first 7 days cooling-off period, there is a cancellation charge of 25% of the item price. For details of which of our products are ‘Special Order’, please check the individual product descriptions for the symbol (S/O).

2. As 'Special Order' items are ordered especially for you, they are non-returnable for any other reason than that they are faulty.

NB: Also see ⁽²⁾ and ⁽³⁾.

1. Unimpeded lorry access to your house, and on ground floor delivery only, i.e. no steps, stairs or slopes. In all other cases, please inform us when ordering, as we will need to discuss with the couriers whether an additional delivery charge to you is applicable. If we are not informed and there is a problem with delivery, the item will be returned to us and we will have to charge you for the cost of this return, which is likely to be higher than the original delivery charge.

2. The entire order being shipped together. If you should require part of your order shipped earlier, please inform us when ordering and we will quote you a new delivery charge

⁽³⁾ Medium, Heavy & Extra Heavy weight deliveries

Lavender & Sage cannot take responsibility for damage done to Medium, Heavy and Extra Heavy weight deliveries once they have been collected from our warehouse by one of our carriers. We therefore have specific and very important instructions for you with regard to the delivery of these orders, and any refund or replacement is dependent on your full compliance with these instructions. As they vary from carrier to carrier, they will be communicated to you within 2 working days of you placing your order. If we have your email address, they will be sent via email, if not, they will be sent by letter.

If you fail to receive this communication, this does not affect these Terms & Conditions, and they will still apply. So in case of non-receipt, please let us know and will resend the delivery instructions. We urge you to read them very carefully and to comply fully.

UK NON-MAINLAND DELIVERIES (incl. Northern Ireland, Isle of Wight, Scottish Isles, Channel islands, etc.)

We're very happy to ship to any non-mainland address with a UK postcode. Shipping charges on parcels weighing over 2 kilograms, as well as on Medium, Heavy & Extra Heavy items, will be charged at cost. Simply put in your order on the site and we will contact you to let you know how much your additional shipping will come to. The standard additional handling charge for UK non-mainland shipments is £1.50 per order. The resulting P&P charge (minus the shipping charge in your initial order) will then be put through in a second order, for which you will need to supply us with your credit card details.

REPUBLIC OF IRELAND

We are happy to ship to the Republic of Ireland at the actual freight cost. Via our couriers we can ship you most parcels of up to 20 kilos for a flat rate of £15, which is what will be put through with your original order. For postage on parcels heavier than 20 kilos, and/or for parcels which cannot go via our couriers, we will send you a quote and arrange for a separate freight order to be put through before shipping. The standard additional handling charge for UK non-mainland shipments that do not fall under the flat rate of £15, is £1.50 per order.
NB Orders from the Irish Republic should be placed by phone only. Please contact our Service Team on +44 1892 612768 with your order and your payment details.

INTERNATIONAL DELIVERIES

We are happy to ship internationally at actual freight cost. Please be advised that international shipping is not cheap, and in case of heavy parcels, or ex-Eurozone shipping, may nearly double the amount of your order. Shipping will be charged at cost and we promise that we will choose the very cheapest method for you. When you place your order, you will have deemed to have assented to shipping charges up to a maximum of £35. However, for postage on heavier parcels, we will contact you before shipping. The standard additional handling charge for UK non-mainland shipments is £1.50 per order.
NB Orders from abroad should be placed by phone only. Please contact our Service Team on +44 1892 612768 with your order and your payment details.

At Lavender & Sage we operate a no-quibble refund guarantee. If you are not happy with the item, just return it - unused and in the original packaging - within 14 days of receipt, and we will refund the money to you, minus the P&P charge. Just complete and enclose the Returns Form with the item, and send it to:

Lavender & Sage Ltd
Berwick Court Farm
The Old Parlour Barn
Alfriston Road
Berwick
East Sussex
BN26 5QS

Items that are returned to us remain the customer's reponsibility (and a refund will not be given) until they are received by us in good order. We therefore strongly recommend that you retain your proof of postage, in case the parcel gets lost and you need to make a claim from Royal Mail. Goods are returned at your own expense.

If the item was damaged when you received it, please notify us within 5 days of receipt.

If the wrong item was sent, do not return it to us before speaking to our Sales & Service team. If we agree that you will return it to us, we will refund Standard Parcel or 2nd Class postage charges only. Again, please make sure you retain your proof of postage, as above.

Self-assembly furniture cannot be returned once assembly is part or fully completed, except when the item is faulty.


UNDELIVERABLE PARCELS

If your parcel is shipped by courier, you will receive an email with the tracking number of your parcel, as well as a phone number for the courier. Please phone them if your parcel has not been delivered after 3 days. If we become aware that a delivery has been unsuccessfully attempted and you have not been in touch with the courier, we will contact you by email to remind you. However, we are not always aware of delivery problems, and sometimes the parcel gets returned to us as having been undeliverable.

If this happens and you'd like us to send your order out again, we will have to charge you the actual shipping cost, which in almost every single case will be higher than our P&P charges. For a smaller parcel to London, for example, the price would be £8.63. If you cancel your order at this point, the total order amount will be credited to your credit card account, with the exception of the P&P charge.

If you do not have an email address, please phone us to obtain your parcel's tracking information.

If your parcel is shipped via Royal Mail, please allow 7 days for delivery.

This does not affect your statutory rights.


PAYMENT

All payments to Lavender & Sage Ltd are in British Pounds Sterling only.

Cheque payments
Once your order and cheque are received, your cheque will be sent to our bank HSBC for clearing*, after which your order will be shipped. If not all items of your order are in stock, we will wait until your order can be sent complete, before presenting your cheque for clearing.
(*From the moment we send off the cheque, please allow at least 7 working days for the funds to be cleared by the issuing bank)

Credit card payments
Your payment will be processed by our bank HSBC. For security reasons none of your credit card details are stored on Lavender & Sage's systems. Even if someone managed to hack into our system, there wouldn't be anything interesting for them to find there.
However, this means that, when you place your order, you authorise a certain level of payment. Therefore, when your order needs to be changed so that it becomes more expensive, a new order will have to be entered, and your credit card details taken again.

If you have any queries, please don't hesitate to phone us on 0845 601 0522 (Landline cost: local call or cheaper. Cost of call made from mobile phones may vary.