Frequently Asked Questions

What are you delivery charges and how long will my parcel take to arrive?

Delivery and Shipping Information:

UK Mainland Delivery
£4.95 Standard delivery by Royal mail or our carefully selected carrier. We will only be charged once for a single delivery address, so you can order as many standard delivery items. Please allow 3-5 working days for delivery. Weekdays only.

£7.95 Special or Next Day delivery by Royal mail or our carefully chosen carrier. Please make sure you order before midday to ensure next day delivery. Weekdays only.

Rep. of Ireland, Northern Ireland and Europe
£14.95 Delivery charge please allow 3-7 working days for delivery. Week days only

Delivery of any furniture
Delivery of furniture is charged at £40.00 per hour, within the M25. The delivery charge is not added when you purchase an item of furniture and is paid separately. If you require delivery inside or outside of this area, please call 01372 842432 for a quote. One man will deliver your furniture to the ground floor. Please be aware if you are purchasing a large piece of furniture, that you take the time to measure both the space you wish the piece to fit into and also any doorways, staircases or spaces on the way to the location in your house. We will not refund items that "do not fit”. Week days and Saturday delivery only. A contact telephone number is required when ordering so we may reach you if there is a problem with your order or if your delivery requires a delivery quote. We may, unless you advise us otherwise, pass this information on to our couriers in case they need to contact you on or before the arranged delivery day. Once you have purchased your item online, we will endeavour to deliver your item to you within 2 weeks on a mutually convenient day and we will ring you prior to delivery with a time slot so you will not have to wait in all day!

If you have ordered a new piece of furniture which may not be in stock and your purchase has been placed on back order (items out of stock will be clearly indicated) we will contact you as soon as the purchase has gone through to advise you on expected delivery dates.

Shipping furniture outside the UK
We are able to ship furniture to Europe, please contact us for a quote: 01372 842432 / 07721508931.

Non- standard items

For instance heavy or exceptionally fragile items may be subject to a different delivery charge, if this is the case it will be clearly displayed next to the item as it appears on the web page. In this instance it is advisable to contact the shop for a quote.

Gift Vouchers
Gift vouchers will be sent out via Royal Mail.

My delivery has not arrived what shall I do?

If your order has not arrived in the specified time, please contact us by email or by phone 01372 842432 / 07721 508931 and we will track your order for you.

What is your returns policy?

Returns and exchanges
Although we hope that you are delighted with your purchase, we do understand that sometimes you might wish to return something to us. If this is the case please contact us with 5 working days of receipt and post it back to us within 14 working days and we will gladly offer you an exchange or refund. 

In the unlikely event that your item is damaged when it reachs you, please contact us immediately either call us 01372 842432 or email us hannah@the-bothy.co.uk so that we can arrange a returns number.

When returning items, please ensure that items for exchange or credit are well wrapped and please enclose your details including a contact telephone number along with your parcel. We recommend you use registered delivery and keep your receipt in case you need to track your parcel. We cannot accept liability for lost or damaged goods in transit back to us. Please don’t forget to include a note explaining the reason for returns along with the returns number issued by a member of our team.

Please return your items to:
Returns, The Bothy Ltd, 27, Links Green Way, Cobham, Surrey, KT11 2QH.

Can I order an item that is temporarily out of stock?

If an item you would like is temporarily out of stock, for example glassware or perhaps cushions, if you call or email us we can place it on back order for you. We will hopefully be able to give you an idea of time scale when you ring up to order. The number to ring is: 01372 842432 and email: hannah@the-bothy.co.uk.

I have seen an item which is described as a “one off piece” or is featured in Archives, will you be able to find another similar one?

Of course we will endeavour to find something similar for you, we offer a complimentary sourcing service, please see details under Sourcing service on the home page.

When can I place a telephone order?

Please do not hesitate to call us to place an order during normal worng hours, Monday-Friday 9.30-5.30pm, on 01372 842432. If we are unable to answer the phone if you leave your details on the answer machine we will call you back as soon as someone is free to assist you.

Can I choose a different delivery address to the billing address?

Yes you can when you go through the checkout process you will be given the option to change your delivery address if it is different to your billing address. If you wish to send a gift to someone and would like the item gift wrapped and sent directly to the recipient, please ring the shop to discuss your requirements and we will be happy to arrange everything for you, for a minimal charge of £1.95 which we can add to your bill and take payment over the phone for your entire order.

Can I add another item to my order once I have paid online?

Provided your order has not been dispatched, you can ring the office 01372 842432  / 07721 5-08931.

 

If you still have a query, please do not hesitate to call or email us and we will be happy to answer your questions.