Skip to main content

Shipping policy

Kolab Designs Shipping Policy

This policy outlines the delivery processes, charges, and customer responsibilities for orders placed with Kolab Designs. We are committed to delivering your items efficiently and transparently.

1. Delivery Timescales

  • Stock Items: Many of our products are held in stock and may be available for next working day delivery, subject to stock levels and courier availability in your area. Orders placed after 1:00 PM on a Friday, or on a weekend, will be processed on the next working day.
  • Made-to-Order Items: Products that are made to order typically require 4 to 10 weeks for manufacturing and delivery. We will always aim to deliver your order as promptly as possible.
  • Delivery Estimates: While we provide delivery estimates, these are not guaranteed delivery dates. Shipping charges for standard economy services, where applicable, cover the cost of delivery and are non-refundable once the service is initiated.
  • Working Days: Our working days are Monday to Friday, excluding UK bank holidays.
  • Delays: Should there be any significant delay to your order, we will make every effort to contact you promptly, provide an updated anticipated delivery date, and where feasible, discuss alternative solutions. However, Kolab Designs cannot be held liable for delays caused by circumstances beyond our direct control.
  • Important Notice for Made-to-Order Items:
    • Once a made-to-order item has entered the production phase, it cannot be cancelled without incurring a charge. Please ensure you are certain about your order before this stage. We will confirm when your order enters production.
  • Recommendation: Please do not schedule contractors, installers, or hire equipment until your order has been delivered and checked. Kolab Designs cannot be held liable for any third-party costs incurred due to delivery timings.

2. Delivery Costs

  • Orders Under £2500: A flat-rate shipping fee applies to all orders with a total value below £2500.00 (excluding VAT) delivered to our standard UK postcode areas. This fee contributes to the cost of shipping.
  • Orders Over £2500: We offer free standard delivery for orders with a total value of £2500.00 or more (excluding VAT) to our standard UK postcode areas.
  • Additional Charges for Specific Postcode Areas:
    • Deliveries to certain remote or restricted postcode areas within the UK will incur an additional shipping surcharge. This applies to all orders, regardless of value.
    • Affected postcodes include, but are not limited to: AB, FK17-22, G83, KW1-3, KW5-14, PA21-33, PA35-40, PH18-26, PH30-42, HS, IV40-51, IV55-56, KA27-29, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE, Channel Islands, Isle of Man, Northern Ireland, Scilly Isles, and the Isle of Wight.
    • Action Required: If your delivery address falls within one of these postcodes, please contact our team for a delivery quote before placing your order.

3. Delivery Process for Furniture Items

  • Standard Kerbside Pallet Delivery:
    • Furniture items are typically delivered on a pallet by a third-party haulier using a tail lift and pallet trolley. This service delivers to your kerbside only.
    • Pallet trolleys can only be manoeuvred on level, smooth, and solid surfaces (e.g., tarmac, concrete). Deliveries cannot be made onto loose gravel, grass, or other soft/uneven surfaces.
    • Delivery onto a driveway is at the driver's discretion. By instructing the driver to do so, you accept liability for any potential damage.
    • The customer is responsible for the disposal of any pallets associated with the delivery.
    • Deliveries are made using large HGV vehicles. Please refer to Section 5 regarding access restrictions.
  • Optional Delivery Services:
    • Room of Choice Delivery: Your items will be delivered to your chosen room by a minimum two-person team.
    • Delivery and Installation Service: Includes delivery to your chosen room, assembly of items, and removal of all packaging.
    • These optional services can be selected at checkout where available.

4. Delivery Specifics

  • Delivery Window: Standard deliveries are typically made between 8:00 AM and 5:00 PM. During peak seasons, deliveries may extend beyond these hours.
  • Specific Delivery Date Requests: It may be possible to request a specific delivery date for most items. Please contact us before placing your order to discuss arrangements.
  • Multiple Item Orders: We aim to deliver all items in an order together. However, on occasion, items may be dispatched and delivered separately.

5. Customer Responsibilities & Failed Deliveries

  • Access Restrictions: It is the customer's responsibility to inform Kolab Designs of any potential access restrictions at the delivery address that might affect delivery by a large HGV vehicle. This includes, but is not limited to:
    • Weight restrictions on approach roads
    • Low overhanging trees
    • Narrow roads with on-street parking
    • Inner city/borough restrictions
    • Absence of a dropped kerb for pallet deliveries
    • If a delivery fails due to unadvised access restrictions, the customer will be liable for the failed delivery charge, up to £70 per pallet, and any subsequent re-delivery fees.
  • Failed Delivery (Recipient Not Present): If delivery fails because no one is present at the delivery address to receive the order, and no prior safe-leave instruction has been agreed upon, a re-delivery charge will apply at the customer's expense.
  • Refused Delivery: If you decide to refuse your order upon delivery due to a change of mind, and the order has already been dispatched, you will be liable for the return haulage charge.