Order Confirmation
All items listed on our website are in stock. Upon receipt of your order, you will receive an order confirmation via email. At this stage we will have securely processed your card payment and begun preparing your order for despatch.
How will my order be delivered
All orders are despatched within 1 working day of receipt. Our shipping cutoff time is 4PM. We generally send our orders with FEDEX or UPS, however some larger or more fragile items are sent with specialist couriers. Upon despatch, we will immediately forward you the tracking information for your order. If you have not received a tracking number within 2 working days of placing your order please email us at sales@upscalehome.co.uk or call us on 020 8133 9524 so we can urgently assist.
Delivery is to the kerbside only and Goods will be delivered packaged, it is the responsibility of the customer to move the Goods to a safe location, unpack, and build the items.
Large orders may be palletised for ease of transport and to mitigate any chance of damaging goods. In these events our couriers will be unable to open pallets and transport individual goods due to insurance purposes. This type of palletised delivery is also classified as kerb side, therefore it is your responsibility to accept delivery at the kerb side, if this is unacceptable please discuss with your sales advisor prior to ordering and they may be able to organise an alternative shipping method. Any pallets and packaging will be left with you to recycle or dispose of.
Where does Upscale Home deliver?
We can deliver to anywhere in the UK. Delivery is free of charge on all of our products to the majority of UK addresses. There may be additional charges for ‘offshore domestic regions’, areas of the ‘Scottish Highlands’, the Channel Islands, the Isle of Wight, the Isle of Man, Scilly Islands, Scottish Islands and Northern Ireland. Please contact us if you live in one of these regions and we will obtain a quote for you. Unfortunately we cannot deliver to BFPO addresses.
Damages
We kindly request that you check thoroughly all items you receive at the point of delivery. Most couriers include in their paperwork that you are signing for the goods ‘received in good condition’. It can be difficult for us to argue your case with a supplier if you sign as such and subsequently there turns out to be an issue. This does not affect your statutory consumer rights or product warranties.
Should an item be damaged we ask you to send clear photos of the damaged items to sales@upscalehome.co.uk so we can pursue an insurance claim on your behalf.
What do I do if my order doesn't arrive
In the rare event that your order has not arrived within 3 working days of placing your order, please call us urgently on 020 8133 9524 or send us an email to sales@upscalehome.co.uk. We will follow up with the courier company immediately and locate your order and arrange delivery as quickly as possible.