Customer Support
Delivery Policy
Last updated: Draft — not yet published
Draft policy. This wording requires Hartwell Living business and legal approval before publication. Prices and terms shown are proposed launch settings, not confirmed commitments.
1. Delivery overview
Hartwell Living furniture is delivered by a specialist team, not a parcel carrier. We keep you informed from order to installation and agree a delivery date with you once your furniture is ready. This policy does not affect your statutory rights.
2. Delivery locations
We deliver throughout mainland Great Britain (England, Scotland, Wales), subject to service availability.
We do not currently deliver to: Northern Ireland, Isle of Man, Channel Islands, Offshore Scottish islands.
Remote mainland locations, including parts of the Scottish Highlands, may require an additional delivery charge or a longer lead time. Please contact our team for a personalised quotation. Any additional charge will be quoted and agreed before you order.
Service details to be confirmed before ordering.
3. Delivery charges
Free standard white-glove delivery and installation on all qualifying chairs and beds delivered to standard mainland Great Britain locations. The cost of this service is included in our furniture prices.
Any additional charge — for a remote location, exceptional access requirements, furniture removal or other extra services — will be confirmed and agreed with you in writing before your order is placed.
Service details to be confirmed before ordering.
4. Made-to-order lead times
As a guide, our estimated lead times are:
| Product | Estimated lead time |
|---|---|
| Standard made-to-order riser recliners | approximately 4–8 weeks |
| Bespoke chairs with specialist configurations | approximately 6–10 weeks |
| Made-to-order adjustable beds | approximately 8–10 weeks from order confirmation |
| In-stock or readily available furniture | approximately 5–10 working days, subject to delivery availability |
All lead times are estimates, not guaranteed delivery dates. They vary with the manufacturer, chosen fabric, dimensions, specification and production schedules. You will receive an estimate when you order, and we will contact you when your furniture is ready.
These estimates do not override any delivery date we have expressly agreed with you, or your statutory rights. Where no date is agreed, we will deliver without undue delay and within 30 days of the contract unless a longer period has been agreed with you (Consumer Rights Act 2015). We will tell you promptly about any significant delay.
Service details to be confirmed before ordering.
5. Arranging delivery
When your furniture is ready, our team will contact you to agree a delivery date. We will confirm the appointment and explain what to expect on the day. Please keep your contact details up to date.
6. Access requirements
Before ordering, please consider entrances, doorways, corridors, lifts, stairs, turns and parking near your property, and tell us about any narrow access, steps, restricted parking or other concerns.
Our team will only move furniture where it is safe to do so. Exceptional access requirements must be agreed in advance.
7. Installation and assembly
Our standard service includes assembly and installation where required, functional and safety checks, and a demonstration of electrical controls and features. Our team cannot carry out electrical, building or decorating work.
8. White-glove delivery
Our standard white-glove service includes:
- A prearranged delivery date
- Delivery into your room of choice, subject to safe access
- Careful unpacking and positioning
- Assembly and installation where required
- Functional and safety checks
- Demonstration of electrical controls and features
- Removal of packaging
- Time to ask questions before our team leaves
Our team will treat your home with respect and leave the installation area tidy.
Service details to be confirmed before ordering.
9. Old furniture removal
We offer optional removal of existing furniture when we deliver your new Hartwell Living product. Removal must be arranged before delivery, and all charges are confirmed in advance.
| Item removed | Charge |
|---|---|
| Armchair or riser recliner | £75 |
| Two-seater sofa | £125 |
| Three-seater sofa | £150 |
| Existing bed (with a new adjustable bed) | £165 |
| Mattress | £45 |
Removal is subject to safe access, the item being suitable for handling, and the availability of an appropriate disposal service. Items should be emptied and disconnected from power. We may decline to remove contaminated, unsafe or unsuitable furniture, in line with the terms agreed with you; any charge for an item we cannot remove will be refunded.
Service details to be confirmed before ordering.
10. Failed deliveries
If no one is home at the agreed time, or delivery cannot be completed because of access restrictions you had not told us about, we will contact you to arrange another date.
Charges are never applied automatically. We will review the circumstances first, and no charge applies where the failure was our responsibility or where charging would conflict with your statutory rights.
11. Rescheduling and redelivery
| Situation | Charge |
|---|---|
| Rescheduling with at least 48 hours' notice | Free |
| Rescheduling with less than 48 hours' notice | Up to £75, where reasonable costs have been incurred |
| Failed delivery because no one was home | Reasonable redelivery costs — provisionally £95 for standard mainland locations |
| Failed delivery because of undisclosed access restrictions | Any reasonable additional costs will be discussed with you |
Please contact us as soon as possible if you need to change your date. These charges only cover reasonable costs actually incurred, are never applied without checking the circumstances, and do not apply where the issue is our responsibility.
Service details to be confirmed before ordering.
12. Damaged or incorrect goods
If your furniture arrives damaged, faulty or not as ordered, please tell us as soon as you reasonably can, with photographs if possible. We will investigate and arrange a repair, replacement or refund in line with your rights. Reporting promptly helps us resolve things quickly, but it does not limit your statutory rights under the Consumer Rights Act 2015.
13. Risk and responsibility
Responsibility for the goods remains with us until they are delivered to you, or to someone you have nominated to receive them, in line with the Consumer Rights Act 2015.
14. Customer inspection
You are welcome to inspect your furniture when it arrives and raise any concerns with our team. Signing a delivery note confirms that the goods were delivered; it does not mean you accept them as free of faults, and it does not remove any of your legal rights.
15. Delays beyond our control
Occasionally production or delivery may be affected by events outside our control, such as supplier disruption or severe weather. We will tell you as soon as possible, give you a revised estimate and take reasonable steps to minimise the delay. If the delay is significant, you may be entitled to cancel and receive a refund for anything you have paid for products not received.
16. Cancellations and returns
Your cancellation and return rights are explained in our Returns & Cancellations Policy.
17. Contact details
Hartwell Living — Premium Made-to-Order Chairs, Bespoke Seating & Adjustable Beds. A brand within the MobilityCo Healthcare Group.
- Customer service telephone
- 0330 057 0454
- Customer service email
- customerservices@hartwellliving.com
- Opening hours
- Monday–Friday: 8:00am–6:00pm; Saturday–Sunday: Closed
- Registered company name
- To be confirmed before launch
- Company registration number
- To be confirmed before launch
- Registered office
- To be confirmed before launch
You can also send us a message or request a callback.