Shipping Policy

This Shipping Policy explains how we process, dispatch, and deliver orders, including estimated delivery timelines, tracking updates, delivery exceptions, and how we handle delays or transit issues.

Please read this policy carefully before placing your order. Product-specific lead times shown on the relevant product page form part of the delivery information for that item.

Order Processing & Dispatch

Order processing and dispatch times vary depending on the item ordered. Where an item is in stock, dispatch will usually take place within the timeframe stated on the product page or order confirmation.

Where an item is made to order, pre-order, or temporarily out of stock, the lead time stated on the product page applies before dispatch. This production or sourcing lead time is separate from the courier transit time.

If your order contains multiple items with different lead times, we may dispatch items separately where appropriate. If we do so, we will notify you by email where possible.

Parcel Delivery

Smaller and lightweight items are shipped via trusted courier partners. Once dispatched, tracking details will be sent to your email address. If a mobile number is provided at checkout, delivery notifications may also be sent by SMS where supported by the carrier.

Most parcel orders arrive within 7–14 working days from dispatch. Please note that this is a transit estimate only and does not include any product lead time, made-to-order period, or pre-dispatch processing period stated on the product page.

Please ensure that the delivery address, email address, and contact number provided at checkout are accurate and complete. Incorrect or incomplete details may result in delays, failed delivery attempts, or return-to-sender processing.

Furniture & Large Item Delivery

Furniture and larger made-to-order items are subject to the lead time stated on the relevant product page. Unless otherwise stated, many made-to-order furniture items require approximately 10–12 weeks for production before dispatch.

All delivery timelines are provided in good faith based on the most up-to-date information available from our suppliers and delivery partners at the time of purchase. While we make every effort to meet these timelines, delays may occasionally occur due to factors outside our reasonable control, including production schedules, material availability, weather disruption, customs processing, port congestion, or reduced carrier capacity.

During peak periods, including Christmas and New Year, both production and delivery schedules may take longer than usual due to supplier closures, increased demand, and reduced logistics capacity.

Some furniture and oversized items may require a scheduled delivery appointment or additional delivery coordination. Customers are responsible for ensuring reasonable access to the delivery location and, where required, that someone is available to accept delivery.

Certain furniture items may require minimal assembly on arrival for safe transportation. Where applicable, fittings and instructions will be included.

Tracking & Delivery Notifications

Once your order has been dispatched, you should monitor the tracking information provided by the carrier. Tracking updates may include dispatch confirmation, in-transit scans, delivery attempts, collection notices, or delivery exceptions.

If your parcel is awaiting collection, has a missed delivery attempt, or requires a response to the carrier, please follow the carrier’s instructions promptly within the timeframe stated by the carrier to avoid delays or return-to-sender processing.

If your tracking shows an unexpected delay, a delivery exception, or a return-to-sender status, please contact us as soon as possible so that we can assist.

Missed Deliveries, Uncollected Parcels & Return to Sender

If a parcel cannot be delivered, is not collected within the carrier’s collection period, is refused on delivery, or is returned due to incomplete or incorrect address information, the shipment may be returned to sender.

Where a parcel is returned to sender, we will review the order once the shipment has been returned or carrier confirmation has been received. Re-dispatch may be subject to additional direct delivery or return charges where applicable and clearly communicated in advance.

Please note that return-to-sender processing can take time and may extend the overall delivery timeline. Original transit estimates no longer apply once a shipment has entered the return-to-sender process.

Delivery Delays

If your order is delayed beyond the estimated timeframe, we will aim to notify you by email as soon as reasonably possible and keep you updated on the progress of your order.

Where a material delay affects your order, we may provide a revised estimated dispatch or delivery timeframe and, where appropriate, discuss available next steps with you.

Delivery estimates are not guaranteed unless a guaranteed service has been expressly purchased and confirmed in writing.

Lost, Damaged, or Incomplete Deliveries

If your order arrives damaged, appears incomplete, or is significantly delayed in transit, please contact us at customerservice@brightlyhome.uk as soon as possible so that we can investigate and assist.

Where possible, please include your order number, photographs of the item and packaging, and any relevant tracking details. This helps us resolve transit issues more quickly with the relevant delivery partner.

If a shipment is confirmed as lost in transit, we will work with the carrier to investigate and provide an appropriate resolution.

Express, Timed, or Special Delivery Services

If you request an express, timed, weekend, or other special delivery service, any additional delivery surcharge applies specifically to that upgraded service request.

Once the upgraded delivery service has been booked and fulfilled by the carrier, the additional delivery surcharge is non-refundable except where required by law.

International Orders & Duties

We offer international delivery on selected items. Delivery availability may vary depending on the product and destination.

For international orders, any import duties, taxes, VAT, or customs-related charges will be handled as shown at checkout. Please review your checkout summary carefully before placing your order.

Where duties and taxes are shown as included at checkout, the total price paid includes the applicable import charges for the stated destination. Where they are not shown as included at checkout, local import charges may apply depending on your destination country’s requirements.

International transit times may vary depending on destination, customs clearance, and local delivery networks.

For international furniture deliveries, selected items may require minimal assembly upon arrival to support safe transit. All necessary fittings and instructions will be included where applicable.

Pre-Order, Back-In-Stock & Limited Availability Items

If you place an order for a pre-order, back-in-stock, or temporarily unavailable item, dispatch will take place once stock becomes available or production is completed.

Any estimated availability date shown on the product page is an estimate only. If availability changes materially, we will contact you by email with an update.

Contacting Us About Delivery

If you have any questions about your order, lead time, dispatch, or tracking information, our customer service team will be pleased to assist.

Monday — Friday, 9:30am to 6:00pm

Email: customerservice@brightlyhome.uk

Your Statutory Rights

Nothing in this Shipping Policy affects your statutory rights.