s h i p p i n g . i n f o

Cost Delivery Estimate
Tracked Courier £8 - £15 3 - 10 days
Independent Courier £55 1 - 3 weeks
Local Delivery
£35 2 - 14 days

Pick up - Bristol 

Free

0 - 7 days

All postage prices are to UK mainland, for areas such as Scottish Highlands and Islands please enquire first. Please note we do not currently ship outside of the UK.

Our Tracked Courier delivery price is dependent on the weight of your item or combined items. This will either be £8 or £15 and will show at checkout. 

 

PROCESSING TIMEFRAMES

We strive to process your order as quickly and carefully as possible. As an independent business we currently ship with our tracked courier once a week on a 2 day service. 

Once processed we will email you a notification when your items will be shipped and provide you with the shipping information.


PACKAGING

Packaging that has been sourced new is always recyclable. However, where possible we reuse packaging, often sourced from local companies. We try to make our boxes look tidy but from time to time may be branded with other company information. More importantly, we always ensure that our parcels are well wrapped and protected. If we are delivering your items we are unable to dispose of your packaging, but would love for you to recycle at home.

 

TRACKED COURIER

We cannot be held responsible for any shipping delays due to the services being independent. We will do our utmost to contact you should a delay be likely.

Please inspect items upon delivery, acceptance of item delivery is assumed that the customer is satisfied and that no damage has occurred in transit. Due to the nature of some of our items not all can be insured when posting, such as pottery, and antiques.

 

INDEPENDENT COURIER DELIVERY

Larger items that cannot be boxed such as furniture and large pots will be sent with a fully independent courier company on a hand delivered, blanket wrapped service, if you are unable to collect.

Please inspect items upon delivery, acceptance of item delivery is assumed that the customer is satisfied and that no damage has occurred in transit. Due to the nature of some of our items not all can be insured when posting, such as pottery, and antiques.

Timescales are dependent on the delivery location, but most deliveries are made within 2 weeks. Deliveries are made Monday to Friday typically between 8am and 6pm on a date previously agreed between you and our courier. Our courier will send you a reminder message the day before and ring you on the day 1-2 hours before delivery to confirm. We use a one man delivery service so help may be needed unloading.

  

FAILED COURIER DELIVERY

In the case that our courier is unable to deliver a package due to an incorrect address entered by you, multiple failed attempts to reach you at point of delivery or otherwise, Kiln Home is not responsible for payment of return shipping cost or costs to resend the package. You are responsible for all shipping costs associated with returned packages due to failed delivery. 

If you need to make changes to your delivery date, please give us plenty of notice to avoid lost fees.

 

MISSING PARCELS

It is important you fill in your shipping address correctly when ordering. Kiln Home cannot accept responsibility for missing parcels due to an address being entered incorrectly. We recommend that you provide a secure daytime delivery address for your order as a signature is required upon delivery. Please let us know if your order does not arrive within the expected delivery time frame so that we can log a query with the relevant shipping provider.

 

LOCAL DELIVERY

To show our thanks for supporting local businesses we offer a reduced-rate local delivery option for customers within a 15km radius of our Bristol address. Qualifying orders must meet a minimum spend of £120. This delivery option will be available to select at the checkout on inputting a local delivery address. Please use the delivery instructions box regarding any availability issues or preferences. Payment for your order will be made online in full ahead of delivery.

You must be available to take receipt of your delivery within 2 weeks of placing your order. We will contact you to arrange a suitable day and time to deliver. This is a curbside delivery service, you must be able to take item(s) from drop off to your property. Please allow an hours flexibility either side of your prearranged time for us to deliver your order. We will notify you when we are on our way. If you are no longer available at your agreed time please give us notice to rearrange. Rescheduled deliveries as a result of a failed delivery attempt will incur a redelivery charge.

 

LOCAL PICK-UP

If you are local or happy to make a day trip, pick-up can be scheduled free of charge from our Bristol address.

You will need to be able to collect within 1 week of placing the order so please check your availability before selecting this option at checkout. Ahead of ordering please also check product dimensions and ensure your vehicle size is adequate enough. Please do not attempt to collect until we have confirmed.

Payment for your order will be made online ahead of collection. Once your order is processed we will email you to arrange a suitable time and day to collect. Please note we are an independent business without a bricks and mortar store so our availability may vary. We will do our utmost to be flexible. 

You will be responsible for the item(s) on collection, so please bring any necessary protective packaging such as blankets with you. You must be able to load item(s) yourself.

If you are unable to make your agreed time please give us notice to rearrange. If you are subsequently unable to commit within the given time frame please speak to us to discuss options. If we don't hear from you, uncollected items will be issued a refund and re-listed on the website.

 

r e t u r n s

 

If goods are found damaged on receipt please contact us immediately to arrange a return. We will open a claim with the courier and will get the item either refunded or repaired and returned to you. We will require photos of the damage.

We can offer a refund for items ordered online that are returned in the same condition within 14 days of receiving the item. This will exclude delivery, and return shipping which must be arranged and paid for by the customer. The cost of the product will be refunded within 10 days of the receipt of the return. 

Please get in touch with us if you wish to return an item, and we will provide you with our returns address, you can then arrange the return. Please return the goods suitably packaged and insured and obtain proof of posting on returning your order. The returned item will need to arrive in the same unused condition it was sent. If an item incurs damage as a result of inadequate packaging, the buyer would be responsible for any loss in value. This can affect the amount of the refund that is offered.

Returns postage costs will vary subject to parcel weight, as many of our items are heavy, we advise thoroughly checking pictures and the product description before making a purchase. Please also use the contact page to raise any queries you may have before purchasing.