Important Home Delivery Information
With regards to Prices section above, our standard delivery refers to deliveries within most of mainland United Kingdom (England, Scotland and Wales) using our own and/or national carriers as required.
Deliveries to the Channel Islands, Northern Ireland, Isle of Man, Isle of Wight, Orkney, Shetland and Scottish Isles will incur an extra delivery charge and may possibly incur an extended lead time. (Please note that certain items may not be deliverable at all to these areas).
OSF reserves the right to cancel any order placed with us where it is logistically impossible for us to deliver the goods to that supplied location address. Where this is the case the order will be treated as cancelled and any monies already paid will be refunded in accordance with our refunds policy.
The following postcode prefixes may also incur an extra delivery charge depending on the carrier that is required for the goods in question:
AB CA20 DD FK IV KW KY PA PH
(These postcodes and also BT (Northern Ireland) postcodes are not ‘Next Day Delivery’ as advised by the automated email. Deliveries can take between an extra 2-4 working days).
Please Note: Other postcodes (depending on the item purchased and carrier) may still be subject to additional charges, please see individual product pages for more details. In all cases for further information and clarification regarding delivery information an delivery surcharges please contact our dedicated Sales Team prior to placing your order on 0845 544 0123.
Please note: Due to Health & Safety regulations deliveries above or below ground floor are at the carriers discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property.
Due to the size of some delivery vehicles, any carriers delivering on behalf of us MUST be informed of ANY restrictions regarding access for the delivering vehicles. This includes but not limited to, steps (including those required to climb to gain access to the property entrance), any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. We will not accept any claims for compensation arising from non/failed/refused delivery of any item where the carriers or we were not made aware of any points regarding access restrictions. In the event that the item is refused/cancelled due to these restrictions, the customer is liable for all carriage charges & a 15% re-stocking fee will be applied.
Delivery (One Man)
All orders are processed and shipped in the order that they are received. Normal delivery time is 5 to 7 working days. Please note that unless the carrier/supplier offers a delivery booking in service your order will arrive without prior notification. A card will be left if no one is home & the goods returned to the carrier's local depot to await your contact. Delivery times may increase around holidays and peak shipping seasons. Please telephone to confirm current delivery times.
The freight delivery service you receive may vary among carrier companies. Since most carriers deliver to the curb side immediately adjacent to their vehicle and regard inside delivery as an extra service cost, it may be necessary for you to assist or move merchandise into your home, this is especially relevant if you live in a block of flats as carriers will only deliver to the ground floor entrance to the block. If you have alternative delivery requirements, please contact us. Be sure to include one or two phone numbers in case the carrier needs to notify you to arrange delivery.
All deliveries are made Monday - Friday between 8am & 6pm. Our carriers are unable to give specific times for delivery. An express 'NEXT BUSINESS DAY' delivery service MAY be available on certain products (subject to availability) please telephone on 0845 544 0123 for a quote.
Delivery (Two Man)
This service is available on larger or premium priced products (check at time of order). Although the carrier will place the product in the ground floor room of your choice, this is subject to good and safe access. Please note: Due to Health & Safety regulations deliveries above or below ground floor are at the carriers discretion and are not guaranteed. This includes steps that are immediately outside the premises and are required to climb in order to gain access to the property. Please allow at least 10 working days for this service. All deliveries are made Monday - Friday between 8am & 6pm. Our carriers are unable to give specific times for delivery.
If it is found that the product 'will not fit' through/round any doors/stairwells etc and the product is subsequently returned, you are responsible for all outward & return carriage costs & a 15% restocking fee is applicable. These larger products have pre-arranged deliveries, which means the item will be booked in with you by the carrier or the supplier. If when the carrier arrives with your goods after pre-arrangement and there is no-one present to receive them, they will be returned to the carrier's depot, or to the supplier. In this case you will be liable for ALL charges for re-delivery. Please note, if the order is subsequently cancelled, you will be liable for all carriage charges and a 15% restocking fee also.
If it is found that any of the larger products upon delivery 'will not fit' through any doors/stairwells etc and the product is subsequently returned/refused, you are responsible for all outward & return carriage costs incurred by & a 15% restocking fee is applicable. Please also see 'Restricted Access' terms. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of installation easily. If you need to confirm the boxed dimensions of a product please call us prior to placing your order.
We or our carriers will always try to arrive on time, but will not be held responsible for late arrival due to unforeseen circumstances.
Due to the nature of external contract delivery, additional delivery charges are outside our control and the Company will not be held responsible for such costs. By agreeing to the terms and conditions you are also agreeing to accept additional delivery charges should your postcode or area necessitate these as detailed or by notification to you. If you have placed your order on line and an additional delivery surcharge is required your order will be placed on hold and you will be contacted to notify you of any additional charges that may be required. You can then choose to continue with your order by paying the additional delivery charges or you may cancel your order at that point. You are also agreeing to be bound by all terms and conditions that delivery companies have which are associated with us. These can be obtained by the companies own individual websites.
Any time scales or dates stated on our website or emails regarding our delivery are ESTIMATES only. We endeavour to deliver all goods within 28 days, but we do not accept liability whatsoever for any failure to deliver within that time and offer no compensation for failure to deliver within any given time scale. Orders received on Saturdays, Sundays or public holidays and Orders received after 1pm on weekdays, will be processed the next working day. We do not normally deliver on Saturdays, but where we can and we agree to with you an additional charge will be levied. We do not deliver at all on Sundays or public holidays.
Whilst we agree to use all reasonable endeavours to ensure that delivery is made around the delivery lead time advertised, you acknowledge that actual delivery is often via third party suppliers and carriers and can therefore be beyond our reasonable control. Incorrect personal details may also lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full delivery address details, including an accurate postcode of the delivery address and your daytime contact telephone number(s) and an up to date e-mail address so that we can notify you in the event of a delivery problem. If you are not going to be in to accept delivery and you wish the goods to be left please notify us prior to delivery in writing ( post, email or fax ) or leave a signed note on your door to this effect.
Once your order is placed we endeavour to send out a confirmation email, providing you with the applicable contact details as provided to us, your order reference number and estimated delivery date. In most cases, you will be contacted prior to that estimated delivery date to notify you the day in which your delivery will be made. You may track your order at any time, see below for details.
We endeavour to deliver all orders within a maximum of 28 days. If we are unable to deliver within this time scale then we will only proceed with your order if you agree to the longer delivery period following our contact with you or you do not contact us to confirm otherwise. We are unable to notify you of specific delivery time slots.
Those located in offshore or remote mainland areas are those most likely to require a delivery date extension and/or extra charges, if you feel you may be located in such an area, please contact our dedicated sales team first for specialised advice regarding delivery prior to placing your order, they can be contacted on 0845 544 0123.
Next Working Day Deliveries
Where any next working day delivery is offered in the product pages, orders must be placed by 12 noon to be processed in time for a next day delivery. (Orders placed on Saturdays, Sundays, Bank Holidays and after 12 noon will be processed on the next working day). Next day deliveries cannot be guaranteed and we offer no compensation for failure to deliver next day as requested. Where we do fail to meet our next day delivery obligation and the goods are subsequently delivered on another day we will refund the next day delivery charge to you so long as the error was on our part or that of our nominated carriers. We cannot refund the fee if the error was due to incorrect information being supplied at the time of order for this service which subsequently causes failure of the next day delivery or if the delivery is made next working day but refused at point of delivery or no one is in to accept the delivery when it arrives and no signed note has been left or received by us stating that the goods can be left unattended.
If you miss the delivery of your order, you may incur a re-delivery charge as we have met or original delivery obligation with our first attempted delivery. If this is the case we will of course notify you, prior to the re-delivery, of any charges that may be incurred.
All delivery times quoted on the product pages and on our web site are Estimated Delivery times only and cannot be guaranteed.
Please Note: Our delivery service is a kerb side delivery only. If you have any special requirements or believe access to your address may be difficult for our delivery driver please contact us prior to delivery on 0845 544 0123.
Delivery will be deemed as successfully made once the product has arrived at the address specified so long as the product has been signed for or a signed note by the buyer has been left to say that the goods can be left unsigned for. Where goods are required to be signed for, these must be signed for by an adult aged 18 years or more. Products will be deemed your responsibility once they have been received by you, your agent or the intended recipient or a signed note has been left indicating that delivery can be left unattended. Any loss or damage to the products shall then be at your own risk.
In case of delivery to certain locations such as hospitals, airports, hotels, ships and other business premises, the signature of any person authorised to accept delivery on behalf of that organisation shall be accepted as proof of delivery of the goods to yourself.
Please Note: If access for delivery is restricted please ensure that you inform us when placing your order or in all circumstances prior to dispatch of the goods. Failure to do so will result in the delivery being treated as a failed delivery if access is unavailable and may result in a re-delivery charge being applied. If the order is subsequently cancelled for a refund this will be treated as a cancellation under the Distance Selling Regulations 2000 and the original delivery charge will be taken from any refund issued. Should a delivery be refused at the delivery address, and re-requested for another date, we may, at our discretion charge for the second delivery since we met our delivery obligations with the initial delivery attempt. If you refuse an item that is being delivered for any reason when it arrives you must notify us immediately that you have refused delivery and the reason for refusal to email@example.com failure to notify us may result in the original delivery charge becoming payable. If delivery is refused because it is decided you no longer require the goods and the order is subsequently cancelled and a refund given the original delivery charge will be deducted from the refund issued to you.
It is the Recipient’s responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Shortages must be noted on the consignment note. You should then notify us of the shortages within 48 hours of delivery. (Please see Packages/Parcels Missing on delivery section for further information)
It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a package that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as "Damaged". You must then notify us of any damage within 48 hours of receipt and we may require photographic evidence of the damage to be supplied to us. We will then arrange to collect and replace your item within the usual time scales as indicated in the terms of delivery or offer an alternative remedy. Signing of the delivery note as ‘unchecked or similar wording’ does not waive your right of notification to us for damage as detailed above. Signing the delivery note as ‘unchecked or similar wording’ will be deemed to have been accepted as undamaged. We cannot accept claims for damaged goods if the courier has obtained a clean signature for delivery or if more than 48 hours after delivery have passed. We cannot process claims for damaged packaging where the contents are undamaged. The function of the packaging is to protect the contents whilst the goods are in transit.
If you receive a parcel which is obviously damaged beyond all levels of acceptability please REFUSE delivery for the item(s) and contact us immediately by email to firstname.lastname@example.org or telephone us on 0845 544 0123 (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary) we can then arrange for the appropriate action to be taken. We may ask for photographic evidence of the damage at our discretion.
If you wish to cancel your order before dispatch, please email us at email@example.com. You may cancel your Order at any time prior to dispatch. If you cancel your Order via telephone before your order has been dispatched your Order will be put on hold. You must then confirm your wish to cancel the Order in writing via email to firstname.lastname@example.org or post your cancellation request to the address in section 2. Your order will not be considered cancelled until notification in writing is received and acknowledged.
If you decide to cancel an order after the product(s) have been dispatched and commenced their carriage to you please email us at email@example.com, we may, at our discretion, charge you for the return carriage of those product(s) which will be deducted from any refund issued. We advise you to check the status of your order before you request cancellation. Any charges will be communicated to you before we confirm the cancellation.
Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once fully assembled the purchase price cannot be refunded as the goods will be deemed to have been accepted by you. This does not affect your statutory rights.
Change of Mind Returns (Cooling Off Period)
You may return any delivered product(s) you have purchased within 10 working days after day of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email to firstname.lastname@example.org or via the postal system to the address in section 2 stating the reason for the return. If you are returning a product for any change of mind reason you must arrange to return the products to us or our suppliers and you will be responsible for any charges incurred. All returned products must be returned ‘as new’, if you have opened the package to inspect the goods you must have done so without damaging or marking the product. All items will be checked upon return before the relevant action is taken. All items are to be returned within 30 days of cancellation.
Please Note: You have a statutory duty of care in law to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items (Breach of Statutory Duty). If the item is damaged on arrival at our point of delivery we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us.
Damaged or Broken on Arrival (Cancelling the Order)
In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. This will be at our discretion and is designed to protect both parties. Electronic files should be forwarded to us by email to email@example.com and we will obviously also accept printed media via the postal system. We will then collect the item(s) from you if applicable. You will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been fully assembled, incorrectly assembled causing a fault or damage, modified in any way, which includes painting or accepted by you by being used. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage occurring. The goods remain your responsibility until received by ourselves.
Damaged or Broken on Arrival (Replacement Parts or Item)
In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. This will be at our discretion. Electronic evidence files should be forwarded to us by email to firstname.lastname@example.org and we will obviously also accept printed media via the postal system. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item(s) from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.
Damage Reported After 48 hours of Delivery
We cannot accept any claims for damages to goods after 48 hours.
Item Received is Not What You Ordered
If the product delivered is not what you ordered (see section 5), or does not correspond fully with its item description and you wish to discuss this please notify us immediately on 0845 544 0123 (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary) you may still need to email us with photographic evidence if requested to do so.
Item is Faulty on Delivery
If an item develops a fault within the first 10 days please DO NOT continue to use the goods, please notify us as soon as practicable on 0845 544 0123 (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary) or drop an email to email@example.com to inform us of the problem. We can then arrange for a replacement or refund as required. In both cases we will arrange to collect the goods at our expense and examine them. If the goods prove to be faulty we can then arrange for a replacement to be sent or to refund you the cost of your purchase if you wish to cancel your order. If you require a refund and the goods are not faulty following our inspection we will refund the purchase price to you less the cost of returning the goods to us as this will be classed as a change of mind return under the Distance Selling Regulations.
Please Note: You have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent damage. The goods remain your responsibility until received in a satisfactory condition by ourselves. Failure to take reasonable care of the goods may result in an action being taken against you for breach of statutory duty.
Item is Faulty After 10 Days
If the product becomes defective after 10 days it will be assumed that acceptance of the goods has taken place. Stop using the item(s) immediately. OSF will, at our discretion, repair the product by the issuing of replacement parts, replace the product or refund you. You will not be charged for the cost of returning a defective product to us. We may, at our discretion charge for the return of a product which proves not to be faulty or the fault has been caused by misuse including incorrect assembly. This of course does not affect your statutory rights.
Packages/Parcels Missing on Delivery
The delivery note which you sign will clearly state how many parcels should be delivered to you. If parcels/packages are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery on 0845 544 0123 (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary) or drop an email to firstname.lastname@example.org detailing the number of parcels missing. If we receive a signature on a delivery note stating that ALL parcels have been delivered we cannot accept any claims after this for missing parcels.
Parts Missing Following Delivery
Please notify any missing PARTS following the inspection of the goods. Please notify us within 7 days of delivery on 0845 544 0123 (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary) or drop an email to email@example.com detailing the parts and giving part numbers if applicable. You may also send in photographs or an illustration if this would help identify the missing part(s). On receipt of the information we will arrange for the relevant part(s) to be sent out to you. Please note that all parts must be checked before assembly to make sure they are all present, once assembly has been commenced and/or completed the purchase price cannot be refunded. (Please note this is not to be confused with missing PARCELS as detailed above)
Parts Missing After 7 days of Delivery
We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery.
We will not accept returns or cancellations if the product(s) have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed they should be returned in the same way including complete disassembly where appropriate. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.