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Ordering

There are 4 simple ways to shop with dwell. You can order online or through most mobile devices, by calling our order-line on 0845 675 9090 or by visiting one of our stores throughout the country.

Payment

We offer various ways for you to pay for your order, including: Visa, MasterCard, Delta, Maestro, Diners Club and American Express. In addition we also take BACS and Chaps along with our own dwell giftcards. Your chosen payment method is charged for the whole amount of the order when the order is created.

Out of Stocks - Special Orders

We understand it's frustrating when an item you want to buy is out of stock - That's why we have designed our system to be able to take special orders. By doing this you secure your item which ensures when the next shipment arrives we'll be able to deliver to you straightaway, usually within 7 days.

Out of Stocks - Email Me When Back In Stock

We also have the option of our "email me when back in stock" Simply click on the link on the product page and supply us with your email address and we'll email you once the goods arrive back in stock. However this does not secure the product like placing a 'special order' and you may find that you have to wait a bit longer for the item to be available to buy.

VAT Receipt

To obtain a VAT receipt, simply call our Customer Care team on 0845 678 1010.

Amend an Order

Orders can be amended right up to the day of dispatch so simply call 0845 678 1010.

One last thing...

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, before you order large pieces of furniture to ensure that the product is the right size for your needs, and to enable us to deliver your order successfully.

Contact us

For expert sales advice simply call our instore teams. Our lines are open seven days a week. In addition, our store teams are trained to resolve all general enquiries, including delivery issues, amending orders and complex returns.

NumberOpening HoursEmail Address
Order-line0845 675 9090Mon - Sat 8am - 10pm, Sun 10am - 6pm
General Enquirers0845 675 9090Mon - Sat 8am - 10pm, Sun 10am - 6pm
Customer Care0845 678 1010Mon - Sun 9am - 6pminfo@dwell.co.uk


Correspondence Address:
Dwell Retail Limited
Harding Road
Brinklow
Milton Keynes
Buckinghamshire
MK10 0DF

We aim to respond to all emails within 24 hours and any written correspondence within 5 days of receipt.

Complaint and Resolution Procedure

We hope that you will be pleased with your purchase from dwell and that you'll never have reason to complain - but if there's something you're not happy with, we'd like you to tell us.

We pride ourselves on finding solutions to problems. Therefore we are committed to resolving all issues that arise quickly and in a fair and reasonable manner.

Step 1

Please visit or call the store in which the order was placed (online orders please call 0845 675 9090) and speak to any member of the team, alternatively ask to speak to the Store Manager or Deputy who will hopefully be able to resolve the issue straightaway.

Step 2

If you are still not satisfied with the response please contact our Customer Care team on 0845 678 1010 or email info@dwell.co.uk.

Step 3

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please write to our Customer Care Manager

Viv Livingstone
Dwell Retail Ltd
1 Hills Place
London
W1F 7SA

Our Delivery Commitment

All our large furniture is delivered by our own in-house delivery team and the goods will be taken to a room of your choice. Although we cannot give a timed delivery slot we will call you on the morning of delivery to advise on an estimate time of arrival. We will then call you again 1 hour before delivery to let you know we're on our way.

We deliver nationally 7 days a week, Monday to Sunday, 8am to 6pm. Please note that weekend deliveries may be limited to certain areas. Phone our stores teams for more details on 0845 675 9090

We deliver to most UK postcodes excluding the Channel Islands, Northern Island and some outlying areas we are unable to deliver outside the UK . For a full postcode listing please see table below. Delivery charges apply and start from £39.00

If you can't see a delivery slot that is convenient call us on 0845 675 9090 we may be able to help!

Large Furniture Deliveries

We hold orders until they are fully in stock. Once in stock we will usually deliver within 7 days. Some outlying areas may take a bit longer. Delivery charges apply and start from £39.00

Parcel / Post Deliveries

Smaller items will be sent out via a 3rd party carrier and will usually be delivered within 5 days and cost £5.95. Certain postcodes in 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.

Delivery Areas and Charges

ZonePostcodesFurniture Delivery
Greater London, Birmingham & Central England, Cheltenham, Manchester and CheshireAL, B, BA, BS, CH, CM, CO, CR, CW, DE, E, EC, EN, GL, GU, HA, HP, IG, KT, LE, LN, LU, M, MK, N, NG, NN, NW, OX, RG, RM, SE, SG, SK, SL, SM, SN, SS, ST, SW, TW, UB, W, WC or WD£39
Kent, Lancashire, Midlands, South & West England, GlasgowBB, BH, BL, BN, BR, CT, CV, DA, DT, DY, FY, G, HR, L, LL, ME, OL, PA, PO, PR, RH, SO, SP, SY, TF, TN, WA, WN, WR, WS or WV£49
East Anglia, Northern England and Rest of ScotlandAB, BD, CA, CB, CF, DD, DG, DH, DL, DN, EH, FK, HD, HG, HU, HX, IP, KA, KY, LA, LS, ML, NE, NP, NR, PE, PH, S, SA, SR, TD, TS, WF or YO£65
Devon and CornwallEX, PL, TA, TQ, TR£90
Postcodes that we do not deliver to are: BT, GY, HS, IM, IV, JE, KW, LD, ZE and parts of LL, PA, SA and SY.

Devon and Cornwall and Outlying Area

Deliveries to Devon, Cornwall and some outlying areas are made only once a month. For more information call our instore teams on 0845 675 9090.

Click and Collect

Click and collect is a free and convenient way to take delivery of your item. Simply select your local store in checkout and we'll do the rest. Your goods will normally be available for collection within a few days. But to avoid any confusion we will call you once the item(s) have been received instore.

You can collect in any of our stores across the country. In addition, we have 8 key locations around the country where you will be able to pick up any larger items e.g. Sofas or Wardrobes. Please see list below.

Large Furniture Collection Locations.

  • Birmingham
  • Trafford Centre - Barton Square
  • Nottingham
  • Glasgow
  • Cheltenham
  • Bristol
  • Milton Keynes Warehouse
  • Richmond

When collecting larger items please ensure you bring someone along to help load your vehicle. While we are happy to help load your goods we cannot always guarantee we'll have someone suitable available at the time.

For further information please contact your local store direct.

For security purposes, when collecting your goods you will need to show proof of purchase and the card you paid with. If you are getting a 3rd party to collect on your behalf you will need to inform us in advance and they will need to show some photo identification.

Assembly

Most of our furniture is assembled and only requires minimum effort to set up. i.e. putting feet on a sofa or attaching the legs to a table-top. However to aid delivery and keep costs down some items do require full assembly. If you have any questions just call us on 0845 675 9090.

Our Returns and Refund Commitment

We want you to be happy with your purchase. However, we know that from time to time items do need to be returned so we have made it hassle free. All you have to do is simply return the product to one of our stores or contact us within 14 days following the instructions below and we'll be happy to exchange, replace or refund your item(s).

On receiving your goods please open and check your order within 7 days and inform us of any problems. If assembly is required please check all components thoroughly for any damage and notify us immediately.

Items partially or fully assembled cannot be returned.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.

Items requiring collection will be only collected on the next delivery date in your area. In addition, we do not offer free returns and collection service or refund any postage cost. If returning you purchase by mail we recommend that you get proof of postage.

Unwanted Goods

Unwanted items must be returned in a fully resalable 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. Dwell retains the right to refuse a refund on any item not deemed to be resalable.

Damaged or Faulty goods

If your purchase is faulty or damaged please contact us as soon as possible to arrange a replacement or repair. Where possible we will collect and redelivery at the same time to minimise inconvenience.

Refunds

Once the item is received back and checked the refund will be issued usually with 5 days to the original payment card method.

Repairs

We work with several furniture repair companies who will endeavour to complete a home visit within 14 days of being notified of an issue. They will evaluate the fault and provide us with their independent assessment. If the issue is confirmed as a product fault we will instruct the company to go ahead and repair or alternatively replace if uneconomical to repair.

Disposal of Damaged Products

Please never dispose or attempt to repair a damaged item until you have spoken with one of the team and you have it agreed in writing (email) to do so.

Guarantee

The goods we sell are for consumers for general domestic use only and must be used for the intended purpose. All products carry a first year manufacture's guarantee however; this does not cover accidental damage or misuse of the item.