dwell

Service FAQ


Ordering You can order online, by calling our orderline on 0845 675 9090 or by visiting one of our stores throughout the country.
Order collection Place your order online or in one of our stores and save the delivery charge by collecting your order from our distribution centre
Delivery times We hold orders until they are fully in stock. Once in stock general items are delivered within 7 days. Furniture or large items, marked with or , are delivered within two weeks. Delivery to remote or outlying areas may be longer.
Delivery of general items We deliver to anywhere in UK excluding Channel Islands (furniture is not delivered to highlands of Scotland and non-mainland UK). We do not deliver outside UK.

General delivery charge is £4.95 per order for non-furniture items regardless of the number of items. Certain parts of postcodes AB, BT, HS, IM, IV, KA, KW, PA, PH and ZE carry a higher charge of £15-£18. The checkout page will show the correct charge for your postcode.
Special delivery Items marked Special Delivery with or are furniture or large items and carry an additional delivery charge as below. The delivery charge is the total per order regardless of the number of items. If you have small and large furniture items on a single order you pay only a single large furniture charge. Remember you can collect from our distribution centre and save the delivery charge.

You must accept delivery of your order within 21 days of the order being in stock. We reserve the right to re-allocate any stock reserved for you to another customer if you do not accept your delivery when offered. You may then have to wait until the next date that the item comes back into stock which cannot be guaranteed. Items held for longer than 21 days may become subject to a storage charge of £40 per week per item.

When your order is in stock, a specific day and time slot for delivery (usually within one week) will be arranged with you.

We deliver nationally 7 days a week, Monday to Sunday, 8am to 6pm. Please note that weekend deliveries may be limited to certain areas.

We need to see your payment card and get a signature on delivery.

Special Delivery Charge per order
ZonePostcodesSpecial Delivery
 or 
Greater London
Birmingham & Central England
Cheltenham
Manchester and Cheshire 		AL, B, CH, CM, CO, CR, CW, DE, E, EC, EN, GL, GU, HA, HP, IG, KT, LE, LL, LN, LU, M, MK, N, NG, NN, NW, OX, RG, RM, SE, SG, SK, SL, SM, SS, ST, SW, TW, UB, W, WC or WD £30
Kent
Lancashire, Midlands
South & West England
Glasgow 		BA, BB, BH, BL, BN, BR, BS, CF, CT, CV, DA, DT, DY, FY, G, HR, L, ME, NP, OL, PA, PO, PR, RH, SA, SN, SO, SP, SY, TF, TN, WA, WN, WR, WS or WV £40
East Anglia, Northern England and Rest of Scotland BD, CA, CB, DG, DH, DL, DN, HD, HG, HU, HX, IP, KA, LA, LS, NE, NR, PE, S, SR, TD, TS, WF, YO, AB, DD, EH, FK, KY, ML or PH £65
We do not deliver furniture to Scottish Highlands, non-mainland UK, Devon, Cornwall and parts of Wales. Postcodes that we do not deliver to are: BT, EX, GY, HS, IM, IV, JE, KW, LD, PL, TA, TQ, TR, ZE and parts of LL, PA, SA and SY.

The above table is a general guide of delivery charges only and there may be variances to particular areas. The exact charge for your area will be confirmed at the final stage of placing your order. Delivery charges are subject to change without notification.
Assembly Most of our furniture is delivered flat-packed in order to offer you the best price for the products and to keep delivery charges to a minimum.
We do not offer an assembly service however all our products come with full assembly instructions and require nothing more than basic tools such as a screwdriver and hammer and the tools in the pack to put them together.

You don't need any specialist skills and as long as you are patient and careful you should have no problems.

General assembly advice:
  1. Assemble the item in the room that it is for to avoid moving it later.
  2. Make sure you have plenty of space.
  3. Lay down some card or paper or something soft to protect the product. Take care if using the packaging box that there are no staples that might scratch the product.
  4. Take out all the pieces and layout spaced widely enough so you can see everything.
  5. Keep all fittings together to one side and ideally somewhere where they cannot be stepped on or lost under a box.
  6. Handles are often mounted inside the drawer.
  7. Stainless steel is sometimes covered with a removable white protective film.
  8. Do not throw any packaging away until the item is built. It is easy to miss a fitting in the box. Usually the fittings are in box one of the set.
  9. Follow the instructions carefully and don't rush. Take a break when feeling tired.
  10. Get some help to lift heavy items. Beds, wardrobes and dining tables will require a second person for part of the time to help lift components into place.
  11. Most of our furniture uses dowels and a screw and lock system called "minifix" to secure panels together. For example a shelving box might be delivered as four flat panels with dowels and minifix to make the joints and form the box. The dowels are to locate the panels and provide some strength. They do not need to be glued in except where the instructions recommend this. The minifix provides most of the strength. It consists of a screw part and a thick locking disk. The screw is screwed into one panel and the locking disk is pushed into the other. When the panels are joined together the screw head slots into the locking disk. The locking disk can then be turned through 90 degrees to lock the screw in place. You should not keep tightening the disk. It usually only requires a half or three quarter turn to lock it firmly. Before inserting the locking disk check that its opening is aligned with the hole in which the screw slots so that the screw head can fit into the disk.
Returns policy We hope you will be happy with your purchase. However if for any reason you are not, please follow the following instructions for returning items.

Remember; we have most products on display in our stores, so if you are unsure about suitability, please visit before purchasing or you can call us for further information.

Ensure you check all item dimensions before ordering.

Please open and check your order within 3 days of receiving it and inform us of any transit damage problems immediately. All items and parts of items must be checked for any damage prior to assembly.

Unwanted Goods

If you change your mind for any reason and you wish to return your purchase you must notify us within 14 days in writing by letter, fax or email.

Dwell Retail Limited
1 Hills Place
Oxford Circus
London W1F 75A

0845 675 9090
email: info@dwell.co.uk

Unwanted items must be returned in a fully resaleable condition, which includes being in the original, unmarked and undamaged packaging within 14 days of receipt. Items must not have been used or assembled in any way. Items can be returned to one of our stores or distribution centre in person and in most cases will be refunded immediately. Dwell retains the right to refuse a refund on any item not deemed to be resaleable.

Returns cannot be accepted once the assembly process has begun.

Please note that we do not offer a free returns service. We do not refund the return postage cost or the original delivery charge. We do not offer a free collection service. We do not accept responsibility for items lost or damaged in transit back to us. If returning you purchase by mail we recommend that you get proof of postage.

You must include your customer order details with the package, as we cannot process a refund without these. Once received the items will be checked and a refund issued within four weeks. Items returned must arrive in perfect condition, including the packaging, so please ensure that they are packed well.

We reserve the right to refuse a refund on any item if the above conditions have not been met.

Large items can be collected for a charge as per the special delivery charge above. Please call our customer service team to arrange this. We do not have a free collection service. We retain the right to charge a re-stocking fee of £50 for items that are returned to our distribution centre due to non compliance with our terms and conditions.

Damaged, Defective or Incorrect Goods

If your purchase is not fit for purpose, is misdescribed, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement. We will require you to return the item, as it may be necessary to return it to the manufacturer. You must check all items and parts of items for damage prior to assembly.

Include your customer order details with the package, as we cannot process the returned goods without these. Once received the items will be checked and a replacement or refund issued within four weeks.

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS.
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