Terms & Conditions
Terms & Conditions
Introduction
- The supplier of the goods under your order is Flown the Coop Limited whose registered office is at 84 Westgate, Southwell, Nottinghamshire NG25 0JX (company number 12642363). All communications must be made to hello@flownthecoop.co.uk, by calling 07943690882
- When you order goods from us a contract will be formed when you receive a copy of your email order confirmation. If your order is placed over the telephone, a contract will be formed once you receive an order confirmation.
- If you want to change your order (including the arrangements for delivery or collection), you must contact us immediately as any changes may delay the delivery of your order. To cancel your order or any part, please see section 5 below, 'YOUR RIGHTS TO CANCEL YOUR ORDER'.
- If you purchase the same goods under two or more orders, we cannot guarantee that the goods supplied will be from the same batch and be an exact colour match.
Registration
- You guarantee that when you register with us as a customer all of the information which you provide is true, accurate and up to date. If any of the information provided changes you must inform us immediately by contacting our online service team hello@flownthecoop.co.uk
- You must not impersonate any other person or entity or use a false name or a name which you do not have authority to use. You must not use the website in any way which will cause or is likely to cause the website to be impaired, damaged or interrupted in any way.
- You guarantee that when you register with us as a customer all of the information which you provide is true, accurate and up to date. If any of the information provided changes you must inform us immediately by contacting our online service team hello@flownthecoop.co.uk
- You must not impersonate any other person or entity or use a false name or a name which you do not have authority to use. You must not use the website in any way which will cause or is likely to cause the website to be impaired, damaged or interrupted in any way.
Price and Payment
- The price for the goods (including any applicable delivery charges) is as set out in the order confirmation. Extra delivery charges may apply – see section 7 'EXTRA DELIVERY CHARGES'.
- You must pay in full for the goods (including any applicable delivery charges) at the time of placing your order.
- Ownership in the goods we supply to you will not pass until we have received all sums due and payable by you for or in connection with the goods, including (where applicable) delivery charges.
Your Rights to Cancel Your Order
- Flown the Coop is under a legal duty to supply goods that conform to the contract. Where goods are defective or not as described − then please see section 10 'QUALITY' and nothing in this section limits your rights where goods are defective or not as described.
- Where you have ordered your goods by internet, e-mail or telephone, under the Consumer Contract (Information Cancellation and Additional Charges) Regulations you may cancel your order at any time between placing the order and within 14 days after the day the goods come into your possession (or the last item of a multiple order comes into your possession) this does not apply to:
○ Goods made to the customers specification or are clearly personalised
Made to order furniture is non-returnable.
As our furniture is made to order, unfortunately we are unable to accept returns or offer refunds / exchanges. Fabric swatches are available on request.
- To cancel email customer services hello@flownthecoop.co.uk Please include order confirmation, order number and details.
- Please take reasonable care of the goods, we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.
- Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
- Selected upholstery items are made-to-order. These goods are produced only upon the request and confirmation of your order. Any cancellations for made-to-order items will need to be made within 14 days from the date your order was placed, or in accordance with your rights under the Consumer Contract (Information, Cancellation, and Additional Charges) Regulations. For full details of your rights under these Regulations please click here.
- Cancellation must be by the person who placed the order. If you cancel by telephone, we will need to be satisfied that you are the person who placed the order.
- Furniture, upholstery, bulky accessories (e.g. rugs) and mattresses are delivered by a private delivery service. Delivery cost for these items to a UK address full details here. Most deliveries are made Monday to Saturday between 8am − 9pm. Delivery at this rate is only available to mainland UK. Delivery outside of the mainland UK is subject to the availability of our couriers service in the area and can not be guaranteed.
- Smaller home accessories to UK addresses will be made by a standard parcel courier. All deliveries will be made Monday to Friday between 8am - 9pm. Delivery cost for these items full details here. Delivery at this rate is only available to mainland UK.
- For Made to Order furniture, we’ll be in touch by text or phone once the finished item has arrived to our warehouse – usually it takes 8 weeks. At that point you can book a convenient delivery slot online or through our Customer Services team – email hello@flownthecoop.co.uk
- Whilst we deliver to most areas in the UK, we are unable to guarantee delivery, within our usual leadtimes, to certain areas. These include Highlands & Islands, Channel Islands, Isles of Scilly and the Isle of Man. Sorry, but we don't deliver to BFPO addresses, the Orkney Islands and deliveries to the Isle of Man are limited to accessories.
- At the time of placing your Furniture order, you will have been informed of the approximate timescale for contact by our home delivery company regarding your delivery or collection. For a Furniture item that is in stock, we will contact you to arrange an appointment for UK delivery within 2 days of receiving your order. For an item that is not in stock or that is made-to-order, our home delivery company will contact you to arrange an appointment for UK delivery once we have received that item in our warehouse.
Extra Delivery Charges
- The Furniture delivery service will deliver to room of choice however this is subject to access and Health & Safety guidelines. You must tell us when arranging delivery about any special factors that may result in delivery being more costly and/or taking longer than it otherwise would have, such as parking restrictions, narrow bridges or small entrances.
- Extra charges for delivery may apply in any of the following circumstances: ○ If you change the address where your goods are to be delivered at short notice.○ If delivery is more costly and/or takes longer than it otherwise would have because of any special factors that you failed to tell us about.
○ If the goods need to be redelivered because of access problems (e.g. small door frames, awkward turns, narrow passages, steps etc) at the delivery address or because the goods would not fit into the room for which they were intended.
○ If the goods need to be redelivered because there was no-one at the delivery address aged 18 or over to sign for the goods at the time arranged for delivery.
3. For our standard delivery items, you will receive a text message the evening before to confirm your parcel is arriving (as long as you have given your mobile phone number). If you are not available the driver will try to locate a safe location where the parcel can be left. If they are unable to find a suitable and safe location, a card will be left with instructions on arranging redelivery. If delivery cannot be made within 5 days of receiving the card, the item will be returned back to us and a re-delivery fee will apply.
- We will let you know if any extra delivery charges are payable and you must pay these charges before delivery or re-delivery (as appropriate) or, if charged after delivery, within 7 days of receiving notice of such extra delivery charges.
- For our Furniture products, if we attempt to deliver goods to a delivery address but delivery is impossible or impractical, you may contact us with an alternative delivery address and we will redeliver to that alternative UK delivery address. Re-delivery charges may apply. However, if we do not hear from you with a suitable alternative delivery address within 7 days of the attempted delivery, then we may cancel your order, delivery charges will not be refunded.
- If delivery proves impossible or impractical on 2 or more occasions because of access problems, the goods will not fit into the room for which they are intended or because there was no-one at the delivery address aged 18 or over to sign for the goods at the time arranged for delivery, then we may cancel your order, delivery charges will not be refunded.
Delivery Delays
- Occasionally the delivery of your goods may be delayed by circumstances outside our control. If for any reason we are unable to deliver the goods or to have them ready for collection within the original approximate timeframe then we will notify you of the delay and new timeframe as soon as possible.
- If you cannot wait for the goods, you must let us have notice of cancellation from the person who placed the order. If we receive your notice of cancellation as set out above, then you will receive a full refund.
- This request must be e-mailed to hello@flownthecoop.co.uk However, Flown the Coop cannot accept any liability for any losses you incur (including loss of earnings) or for compensation for perceived inconvenience that may be suffered due to any delay.
Arrival of Goods
- On delivery of your furniture products, you will be asked to sign for the goods and to inspect any upholstery goods that have been unpacked to ensure you accept them. For this reason you should be present at delivery yourself. However, if you do ask someone else to take delivery for you, then you must make sure that they are aware of what they need to do and are happy to accept the goods on your behalf.
- We will deliver your goods to the room of your choice provided that our team can gain access to that room.
Quality
- Please notify us of obvious defects that are apparent on first inspection of the goods, such as missing parts or damage, within 14 days of delivery and additionally, wherever possible, by describing the defects on the 'proof of delivery' document you are asked to sign.
- For other defects, please notify us as soon as you discover those defects and at the latest within 14 days of delivery.
- You may notify us by e-mail at customers hello@flownthecoop.co.uk or by phone on 07943690882. Your statutory rights, in particular your rights under the Consumer Contract (Information, Cancellation and Additional Charges Regulations, and the Consumer Rights Act are not affected.
- You agree that we (or our appointed agents) may examine and test any goods that are claimed to be defective to establish whether those defects are our responsibility. 5. Where we need to send the goods away for examination and testing, then you will permit us (or our agents) to collect the goods from you for that purpose.
- Where defective goods are exchanged, you must allow us to collect the defective goods from you. Please also note that you may have to wait for replacement goods that are non-stock items or are made-to-order.
- For self-assembly goods, it is important that you read the assembly instructions carefully as we cannot accept responsibility for any self-assembly goods that are damaged because instructions were not properly followed.
- Where it cannot otherwise be established that we supplied any goods that are claimed to be defective, for example because sewn-in labels have been removed, then we may require you to produce proof of purchase.
- When we are satisfied that the goods are faulty you will be offered a replacement or full refund of the original purchase price. Nothing in this section affects your statutory rights as a consumer.
Refunds
- To obtain a refund you must take reasonable care of the goods. If you fail to do so we reserve the right to refuse the refund or deduct a charge based on the condition of the goods. We may make a deduction from your refund for any loss in value of any goods if they have been unnecessarily handled by you.
- It is not possible to refund made to measure items or goods made to your specification unless you cancel in accordance with your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations or they are faulty or not as described, in which case we may ask to review the goods through an independent inspection before a refund is given. Your consumer rights are not affected.
- To return items purchased through our website, we will make arrangements for the goods to be collected from you. Please note this will incur a lead-time. Our home delivery company will contact you directly to book this in with you. We reserve the right to charge return collection charges.
- Goods that have been purchased online cannot be returned to store.
- For our standard delivery items purchased through our website, you may wish to follow the returns procedure outlined in the delivery note. Unwanted goods may be returned from the UK free of charge under your rights under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations if we are notified within 7 working days of receipt.
- Selected upholstery items are made-to-order. These goods are produced only upon the request and confirmation of your order. Any cancellations for made-to-order items will need to be made in accordance with your rights under Consumer Contract (Information, Cancellation and Additional Charges) Regulations.
- Your refund will be processed as soon as possible and in any event within no more than 14 of the day after our receipt of the returned goods, or, if the goods have not yet been delivered, within 14 days of the day you gave us notice of cancellation.
- Until the goods are returned to us, you are responsible if the goods are lost, damaged or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation we may make a deduction from any refund due to you.
- We will only make a refund using the same method of payment originally used by you to pay for your purchase.
- Where the goods were delivered to a third party in the UK and you are unable to return them to us, you may not be entitled to a refund. We will not supply or deliver to shipping agents or to agents who sell on our goods to third parties.