Delivery & Returns Policy
How long does delivery take?
Providing that your items are in stock your order will be processed and you will receive your furniture within two to five business days from the date of order. If you place your order before 12pm items are often dispatched the same day.
Please allow up to 3 days after your order is dispatched for our chosen courier to deliver it to you.
If you need your items delivered at a certain time or date please let us know when placing the order and we’ll do our best to accommodate this.
I need my order urgently, is this possible?
Desperate for your dining table? Need your storage cupboard pronto? Don’t worry, providing that we have the items you require in stock and they are not made to order we can send most things as an express delivery. This means that you will have your new furniture within 24 – 48 hours. We can also arrange Saturday or timed deliveries. Please call us for a speedy delivery quote.
How will my furniture be delivered to me?
Depending on the size and weight of your order it may be delivered by our own drivers or by a selected courier on behalf of Knots Furniture Ltd.
Generally, smaller items such as shawls, home accessories, bags and cushions are delivered as a parcel. Larger and heavier items such as assembled wine rack, assembled chairs, coffee tables, and dining sets may be delivered by pallet.
PLEASE NOTE: Where items are delivered by pallet, the couriers are only under obligation to deliver it to the outside of your premises and it is your responsibility to transport the goods internally within your property. The driver will not position or assemble your delivery unless you pay an additional fee which needs to be arranged and paid for prior to the delivery – please ask regarding this service.
I’ve placed an order online, what happens next?
After the payment has been processed you will receive an email confirmation of the order. Goods remain the property of Knots Furniture Ltd until payment has been received in full (cleared funds to our Bank account and including VAT).
Once your order has been dispatched you will receive an email notifying you that the goods are on their way to you. On large orders (sent by pallet), you will receive a phone call with an estimated time of delivery. For smaller items you will receive an email with a tracking number.
Do I need to be at home to receive my delivery?
It is advisable to be at home to accept your delivery, especially if you have ordered larger items such as drawers, bedroom furniture, dining tables and wine racks. If it is very difficult for you to be at home then please discuss this with one of our customer services team (at time of order) where alternative arrangements may be made.
What do I need to do when I receive my items?
When you receive delivery of your order you are responsible for checking the goods whilst the delivery driver is present and before signing for them. Whilst the driver is with you, unpack the items. After unpacking, if there is any damage to the goods at all, then you must sign for them as ‘RECEIVED DAMAGED’.
Knots Furniture Ltd will not be responsible for replacing any damaged items unless they have been signed for as damaged.
If you are unable to check you items before signing for them please sign for your delivery as ‘UNCHECKED’
What do I do if there’s a problem with my delivery?
In the unlikely event that there is a problem with your order please call our customer services team on 0800 211 8786 and we will be happy to discuss this with you.
Please sign for the goods “RECEIVED DAMAGED” or refuse delivery if the damage is unacceptable. Look for such things as dents or gouges, rounded corners, broken boxes, etc. If damage is not reported within 24hrs, Knots Furniture Ltd cannot be held responsible for any damages that occur. Replacement products will be sent if there has been courier damage.
Please note that if items are damaged we will require photos, you can email these to us at
Hints and tips of an easy delivery:
It sounds obvious, but checking that your new furniture will fit through your door is very important!
Check the measurements of the furniture you have ordered on our website and make sure that you have adequate access through doorways and into its final position.
This is particularly important with our dining and coffee tables. If you have narrow doorways or a layout that may cause difficulties please call our customer services team and we can advise on the best possible options to suit your needs.
Click & Collect… Can I collect my order in person?
Should you wish, we would be happy for you to collect your order from our warehouse in Hertfordshire. Simply select this option at the online checkout and the delivery charge will be removed from your basket. Based on the items being in stock, we’ll prepare your order so it’s ready to collect straight away. As our warehouse team are always pretty busy, we’ll also contact you in advance to pre-arrange a convenient collection time – it’s important that we’re available to help load your vehicle.
Our warehouse address is:
What is your returns policy?
We hope that your order will be just what you wanted, but in case it isn’t, we are happy to offer you a 14 day money-back guarantee on all goods. The goods must be returned to us, please call 0800 211 8786 in the first instance to arrange the courier collection. You may return any unused goods with their original packaging within 14 days of the date of dispatch. Please note that it is your responsibility to take care of the products and ensure they are returned to us safely & in a saleable condition.
Please notify us within 48 hours of delivery if your order is damaged or there are any discrepancies. You can contact us by email or telephone 0800 211 8786
How do I return an item?
The most cost-effective way to return goods is often to use our couriers and therefore we would ask you to simply contact us by email or telephone 0800 211 8786 and we will issue a returns code and clarify the details of the return method.
For reference, the return address is: Customer Returns, Knots Furniture Ltd, Browns Garden Village, Theobalds Park Road, Crews Hill, EN2 9DG.
Will there be a Returns collection charge?
If the return is required as a result of our error there is no collection charge. In other circumstances, you will be required to cover the cost of returns carriage. This will be the same as the cost of delivery for the individual item(s). Please contact us to arrange collection.