Your Order

We want your experience with us to be amazing! To ensure we haven’t missed anything today, we would like to run through some key points regarding your order depending on the delivery or collection method and what to expect next.

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Parcel delivery

For some of our accessories and dining chairs. These will be sent via our partner courier service.

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Home delivery

For larger products our highly trained 2 man delivery crew will deliver your beautiful new product's to you.

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Click and Collect

Contactless Click and Collect is now available from all dwell showrooms.

Parcel delivery

When your item is in stock we will aim to have your order delivered to you within 5 working days.

Home delivery

Once your payment has been cleared, you’ll receive an email & SMS from our delivery partner Wincanton to book a delivery date online. If you’ve ordered a sofa, we’ll assemble it for you and dispose of the packaging. All other furniture will be delivered to the room of your choice in its unboxed state. Please take care when assembling the product/s.

Please use our measuring guide to double-check if your order will fit into the desired space and through the doors. If the goods do not fit on the day of delivery, a failed delivery charge of £35 will apply.

Finally, if you have any parking or delivery restrictions, please call our delivery team on 0345 675 9090 (choose option 1 and they will ensure this is accommodated for.

Changing your delivery date - You can change or cancel your delivery date via your delivery portal up to 3 days before the delivery. If you change or cancel your delivery with less than 3 days’ notice, you will be charged a cancellation fee of £35 before we can rebook the delivery for you. Cancelling the booking can be done through your online account or by calling our delivery team on 0345 675 9090 (choose option 1).

Click and Collect

As soon as your products have arrived in-store, we will call you to let you know that they are ready for collection.

For security purposes (yours as well as ours), when collecting your order, you will need to show proof of purchase, the card you paid with, and a form of ID.

If you are collecting your new furniture from one of our stores, it is always a good idea to bring someone along with you to help. Please also make sure your car is big enough to load your products. To make the collection as easy as possible, please call the store in advance to pick a suitable time.

Fixtures and fittings

For products that require self-assembly, we will provide you with the fittings to construct your chosen piece and brackets for wall art and mirrors.

Want to keep your furniture looking like new? Then use our handy tips from our care and maintenance guide.

Online and telephone orders - refunds or exchanges

We want you to love your purchase but if you have placed your order online or via telephone and would like a refund for any reason, or if you want to exchange it, please:

  • Contact us within 14 days of delivery or pick up from store
  • Items being returned will need to be in the original packaging and unassembled. If you're looking to return a sofa, please let us know within 14 days. We understand that our delivery teams will have assembled and removed the packaging, so the above rules will not apply to sofas.

Please note: If you simply change your mind about a purchase and wish to return it, a collection charge will be applied.

For full details, please read our terms and conditions or contact your local store.