Shipping, Delivery & Returns Policy

Summary

We aim to make your shopping experience as smooth as possible.

• Stock items are usually dispatched within 7 days.
• Bespoke items (e.g. specific lengths or stain finishes) are handmade to order and typically dispatched within 7–14 days.
• Collection from our Swansea showroom is available—simply select Local Pickup at checkout, and we’ll contact you by email to confirm a convenient time. Orders are only available for collection once confirmed.

Orders & Processing

Order Confirmation

When you place an order, you’ll receive an email acknowledging receipt. This is not acceptance of your order. Your order is accepted once we dispatch your goods and send a shipping confirmation.

Cancellations

• You may cancel your order any time before dispatch by contacting us at theboxfurniture@outlook.com.
• Once dispatched, cancellations are no longer possible—you will need to follow our returns process.

Right to Cancel Orders

We reserve the right to cancel an order if:  

• The product is unavailable.
• Pricing or product information is incorrect.
• Fraudulent activity is suspected.

Shipping & Delivery

Delivery Area

We currently deliver within the UK mainland only. Delivery charges are calculated at checkout based on location and order size.

Delivery Times

• Stock items: dispatched within 7 days.
• Bespoke items: dispatched within 7–14 days.

Delivery times may vary due to courier delays, weather, or other factors outside our control. We’ll notify you of any significant delays.

Receiving Delivery

• Deliveries require a signatory aged 18 or over.
• Our delivery service is kerbside only—you are responsible for moving the items indoors.
• Please inspect all items on delivery. Any issues must be reported immediately to both the courier and us.
• If you miss your scheduled delivery, additional redelivery charges will apply.

Assembly

Most of our furniture requires minimal self-assembly. We recommend professional assistance where needed. The BOX Furniture accepts no liability for injury, damage, or death resulting from incorrect assembly. Please wait until your items arrive before booking tradespeople, as delivery times can vary.

Risk of Loss

Once goods are delivered and signed for, responsibility transfers to you. If a parcel is lost in transit, we will work with the courier to recover it. A replacement will only be issued if the original cannot be located.

Returns, Refunds & Exchanges

Returns

• You may return items within 14 days of delivery, provided they are unused, in original packaging, and in saleable condition.
• Return shipping costs are your responsibility unless the item is faulty or incorrect.
• Please note: our reclaimed scaffold boards naturally feature markings such as cracks, splits, dents, burns, branding, paint marks, or embedded nails—these are not considered defects.

Refunds

Refunds will be processed within 14 business days of receiving and inspecting your returned goods. Refunds are made to the original payment method.

Exchanges

To exchange an item, return the original and place a new order.

Custom & Personalised Items

Custom-made or personalised items (including cut-to-length boards) are non-returnable unless faulty or significantly different from agreed specifications.

Faulty or Damaged Goods

If your order arrives faulty or damaged, please contact us immediately. We will arrange a repair, replacement, or refund as appropriate.

Non-Returnable Items

We cannot accept returns for:

• Items returned after 14 days.
• Products showing normal wear and tear.
• Damage caused by misuse, accidents, or improper care.
• Custom-made items where defects arise from customer-provided specifications.