Z Shaped Hall Table in Painted Pine and Oak

DELIVERY & RETURNS POLICY

We deliver to the UK mainland (England, Scotland & Wales).

If the item is small (coat rack, for example), our Courier will perform a 1 man delivery. We usually use UPS for these orders.

If the item is large, our Courier will perform a 2 men delivery where the drivers carry the item into your room of choice, unpack it, position it and take away packaging. This is very convenient for you and is included in the price you pay.

PRICES

Orders over £150: Free UK Delivery

Orders under £150: £7 Flat Rate

TIME FRAME

We aim to deliver all orders within 5 to 10 business days.

HOW DELIVERY WORKS

When you order your furniture with us, we forward the order to our partner.

Our partner then contact their Courier who will handle the delivery.

The item you purchased will move from our partner’s warehouse to the couriers warehouse, and then from there to your home.

Some renowned couriers we work with include: UPS and Domestic Distribution.

After the item is in the courier’s warehouse, you will be contacted by them. They will suggest to you a delivery date with a 4 hour time slot, that you can accept or reject, based on your availability.

If you reject their initial offer, another delivery date will be offered within 5 to 10 working days.

The day of delivery, the driver will call you 30 minutes prior to delivery, to inform you about their arrival.

TRACKING DELIVERY

After you place your order with White Tree Furniture, you will be contacted in a few days by the courier who is handling the delivery.

Contact between the courier and you will be established by phone calls and text messages.

Small parcel delivery via UPS will have a tracking number given to you by this courier.

White Tree Furniture’s support team will always be available for their customers if anything is to go wrong with delivery and make things right according to the guidelines of our 100% Customer Satisfaction policy.

TIPS TO ENSURE A SMOOTH DELIVERY

Make sure someone is home (preferably you, the customer) to receive the item(s) when the Courier arrives as any additional rescheduling fees with the Courier are your responsibility.

Upon delivery, you will be asked to sign that your product has been delivered in perfect conditions. It is your responsibility to fully check the product for any damage or marks before you sign. Take your time to do this,  the delivery team is instructed to wait for your verification and if indeed there is a problem, it will save you time and hassle if you report it right away.

If, upon receiving your item, you notice it is damaged, please write on the delivery note or drivers hand held device that the item is damaged and send it back. You must contact White Tree Furniture so we can arrange for a replacement as quick as possible. We replace damaged items at no extra cost to you.

RETURNS IN CASE OF DAMAGE

In case you don’t notice any problem right away, you have 48 hours upon delivery time to contact White Tree Furniture so we can process a return due to damage in transit.

It is very important that you return the item in “as new” condition. This means it must be in its original wrappings, unused and unassembled (if applicable). Please ensure that the person unwrapping the item is very careful to keep the packaging intact. This is also essential in preventing the item being damaged on its return.

Our suppliers do not accept returns of items that are not in the “as new” conditions described above and we recommend that you take digital photographs as proof of the damages and send them to us.

In the case of you receiving a damaged item, White Tree Furniture will take responsibility and arrange for delivery of a new one in good condition with no extra charges to you – provided the 48 hour time limit is respected.

Please note White Tree Furniture cannot be responsible for any damages that may occur when you’re carrying or installing the item in your house. Returns of damaged items are processed when the item is damaged when presented to you.

In the case of product malfunction / manufacturer related problems arising after the 48 hour time window expires, you can contact White Tree Furniture about this problem and we will proceed to try to find a solution that best fits your needs in collaboration with our suppliers. Nova Solo, for example has a 12 month warranty policy. However, this is a very rare event, as most problems tend to occur during transit (if they occur).

RIGHT TO CANCEL YOUR ORDER / OTHER RETURNS

If the item(s) arrive in good condition but you're not happy with them for any of these reasons:

• items are too large and don't fit,
• you changed your mind,
• you no longer need the item,
• the item looked different in photos,
• etc

We are happy to give you a refund for the period of 14 days (upon you receiving the item) while deducting from your refund all delivery costs generated by your order so far and the delivery costs of returning the items back to our supplier's warehouse.

Please see Right to Cancel for more information.

All returns issues shall be addressed to returns@whitetreefurniture.co.uk.

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100% SATISFACTION GUARANTEE PROGRAM

White Tree Furniture has a 100% Satisfaction Guarantee Program, protecting all customers from any possible undesired experiences.

We offer the following guarantees to our customers:

EASY EXCHANGE OF PRODUCTS BOUGHT

If your item has a defect we will exchange it for one in good condition at no extra cost to you.

If you feel you didn’t get what you were expecting or changed your mind, we can arrange an exchange for another item of similar price value provided that you pay for the courier service (both ways) for the the second item.

14 DAY MONEY BACK GUARANTEE / RIGHT TO CANCEL

You have the right to cancel your order for whatever reason and you can do so up to 14 days of receiving it (and of course, before receiving it). We will refund your money in exchange for the items purchased while deducting from your refund all the delivery costs that your order has generated so far, and the costs of returning the goods back to our supplier's warehouse. Please see our Right to Cancel page for more information.

1 YEAR MANUFACTURER GUARANTEE 

Our Novasolo and French Connection products come with a 1 year manufacturer guarantee while Baumhaus products have a 5 year guarantee. If there is any technical problem within the first year upon purchasing with White Tree Furniture contact us and we will fix the problem or replace your furniture.

BEST PRICE GUARANTEE

We are confident that we’re giving you the best prices online for these products. If you find another online store that offers a lower price then us within six months of your purchase date please let us know and we will refund your original payment for the difference (read more below).

ACTIVATING THE BEST PRICE GUARANTEE POLICY

To request your partial refund simply e-mail us a link to the same product on our website, or on our competitor’s website within six months from the date of your order and we will process the credit accordingly. The email you should contact is sales@whitetreefurniture.co.uk.

Our Price Guarantee Policy has some limitations:

• Our Price Guarantee Policy applies only for Novasolo products and excludes other brands.
• You must purchase the item from our website before requesting your Price Match.
• Promotions such as rebates and buy one, get one free offers are not eligible.
• The item must be in stock on the competitors website.
• The competitor must be an online store, they may not have a physical retail location.
• The website cannot be a discounter or auction website (i.e. eBay, overstock, Amazon, etc.)
• Our price match doesn't include products de-branded by our competitors.
• The competitor must be an Authorized Retailer for the product in question.
• The Price Match Guarantee includes the item price and the delivery charges, it excludes VAT.

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