Luce Leather Office Chair

Delivery Policy Overview

• How to cancel an order
• 30 day return policy (stocked items)
• Made to order returns
• How to report missing or damaged items
• Reporting a fault with a product
• Incorrect items received
• Warranty coverage and claims
• When will my refund arrive?

How to cancel an order
You can cancel your order by telephone, email or live chat. If your order hasn’t left the factory or production of made-to-order items has not been started, there will be no cost incurred to you and a full refund will be issued with funds clearing in your bank account in 2-3 working days. If your order has already left us and you have taken or refused delivery of the item, then please refer to the “30 day return policy (stocked items)” section below.

30 day return policy (stocked items)
You have 30 days in which to return an unwanted item to us. We can only accept an item that is unused and in its original, unopened packaging. Any item that has damage or open packaging will be returned to the customer. Returned goods will be inspected for damage and a 25% restocking and collection charge will be levied against the value of the original items.

Made to order returns
Made-to-order products cannot be returned as they are manufactured specifically for the customer upon request. The name of the product manufacturer is shown in the "Key Features & Measurements" section on any product page. Damaged items will be repaired or replaced in accordance with our standard damage policy outlined below.

How to report missing or damaged items
If any parts of your order are missing or damaged, please look up the part numbers on the assembly instructions and email them to sales@fenstoneofficefurniture.co.uk. If the replacement parts are in stock, you will normally receive them within 1-2 working days. If not in stock we will contact you with a delivery date.

Reporting a fault with a product
If you have a technical fault with your product, please report it by email, live chat or call 0207 788 8449 within 48 hours of delivery and we will provide a replacement part or unit. You may also be covered by the manufacturer's warranty detailed below.

Incorrect items received
If you receive incorrect items, please notify our customer services team by telephone, email or live chat within 48 hours. We will arrange for a courier to collect the incorrect items and either replace what is missing within 1-2 working days for stocked items or advise of a delivery date for made-to-order replacements.

Warranty coverage and claims
All products are guaranteed against manufacturing defects, except for upholstery, castors and mechanisms which are subject to usage-related wear and tear. The warranty is effective from the day the product leaves the factory and the manufacturer reserves the right not to apply the warranty in cases of inappropriate use, product misuse or when a product has been tampered with by a third party or interventions by non-authorised personnel. All complaints concerning the goods must be made in writing and the company shall undertake to repair any product or part of a product that proves to be faulty. Warranty claims can be made directly to Fenstone Group Ltd or to the product manufacturer, which can be found in the "Key Features & Measurements" section on any product page.

When will my refund arrive?
Once approved, a refund should be in your bank account within 2-3 working days. If it has not arrived, please contact us on 0207 788 8449 and we will be happy to assist you.

Shipping Policy Overview

• Free delivery on all products to mainland UK
• Chargeable installation and removal of waste packaging services
• Where do you deliver?
• How long will my delivery take to arrive?
• Is there a way to track my order?
• Delivery access requirements
• My delivery has not arrived, what should I do?
• How to report missing or damaged items

Free delivery on all products to mainland UK
All products come with free 1 or 2 man delivery to mainland UK addresses.

Quick Ship or stocked office chairs and accessories are delivered flat-packed by courier in 3 to 6 working days to a ground floor entrance or hallway. Made to order chairs are delivered fully assembled and free of charge in around 2-6 weeks depending on the model chosen and the manufacturer.

Flat-packed office desks, office storage and other larger items come with free room of choice delivery with lead-times varying by manufacturer. The lead-time for a specific item can be found on the product's detail page. You will receive notice of the intended delivery date by email or telephone depending on your chosen contact preference.

Chargeable installation and removal of waste packaging services
If you require your products to be pre-assembled or built on site, we offer the following chargeable services:

• Office chair pre-assembly: Applicable office chairs can be delivered fully assembled for £29 per chair. If this service is available for your product, you will be able to select it from the "Delivery & Assembly Options" drop down menu.
  
  
• Standard room of choice delivery, installation and waste removal (desks & large items): This service includes 2 man room of choice delivery, expert on site installation and removal of all waste packaging in 10 to 12 working days. If this service is available for your product, you will be able to select it from the "Delivery & Assembly Options" drop down menu. You will receive a telephone call to notify you of the intended delivery date and contacted by your installation team 30 minutes before they arrive. This service starts from £75 including VAT per item. 
  
  
• Premium room of choice delivery, installation and waste removal (desks & large items): This services includes 2 man room and day of choice delivery on stocked items, on site installation and removal of waste packaging in 6-7 working days. If this service is available for your product, you will be able to select it from the "Delivery & Assembly Options" drop down menu. You will receive a telephone call to arrange a suitable delivery date and contacted by your installation team 30 minutes before they arrive. This service starts from £115 including VAT per item.

If a product has chargeable delivery and installation options, you will be prompted to select your desired service (if any) when you add the item to your cart.

Where do you deliver?
We currently deliver to Mainland UK only which excludes Northern Ireland, the Highlands and any offshore islands.

How long will my delivery take to arrive?
Lead-times vary by manufacturer. We aim to deliver stocked or Quick Ship items within 3-6 working days on any order placed before 14:00. If you place an order after 14:00, on a weekend or bank holiday your order will be processed on the next working day. Made to order items are delivered in 2 to 6 weeks depending on the model and manufacturer chosen. You can find your product's lead time on the product detail page.

How do I track my order?
Orders placed before 14:00 will receive an order confirmation the same day with an indicated day of delivery. We can give you an estimated 2 hour time window for your delivery on request. Please email sales@fenstoneofficefurniture.co.uk or call us on 0207 788 8449.

Delivery access requirements
Please ensure there is suitable access for a 7.5 tonne delivery vehicle where required. If we are unable to deliver your item due to insufficient access, it may be returned to us and further delivery charges will be made to redeliver your items.

What should I do if my delivery doesn’t arrive?
If your goods have not arrived on the indicated delivery day, please email sales@fenstoneofficefurniture.co.uk or call us on 0207 788 8449. We will contact the courier on your behalf and provide a resolution as quickly as possible, normally the same working day.

How to report missing or damaged items
If you have any damaged or missing items, please refer to our Returns Policy where full details can be found.