Delivery Information

At Downton Home Ltd, we offer over 10,000 products from trusted brands and suppliers worldwide. Delivery times vary depending on the product and brand, so check the delivery information section on each product page for an estimated timeframe.

Please note our couriers do not remove packaging or rubbish as part of standard delivery.

At Downton Home Ltd, we believe that exceptional service extends beyond beautiful products — it includes the way your order is delivered. From the moment you place your order to the moment it arrives in your home, our goal is to make your delivery experience seamless, transparent, and reassuring.

With over 10,000 luxury furniture and homeware products from leading brands and suppliers across the UK and Europe, each order is handled with the same level of care and precision that defines our brand. We partner exclusively with reputable delivery networks and specialist white-glove couriers who share our commitment to quality, professionalism, and attention to detail.

Free Delivery Across the UK Mainland

We are delighted to offer free standard delivery on all orders over £100 to most UK Mainland addresses. Orders below this threshold incur a standard delivery charge of £7. Standard delivery includes doorstep or ground-floor delivery only. For customers who would like additional assistance, we offer an optional White Glove Delivery Service for most large furniture items. This includes placement of your items in your room of choice and optional packaging removal, ensuring your new piece arrives exactly where it belongs.

Deliveries to remote or offshore locations such as Northern Ireland, the Scottish Highlands, the Isle of Man, the Isle of Wight, and the Channel Islands may incur additional charges and take longer to arrive. In such cases, our Customer Service Team will contact you before dispatch to confirm any surcharges or delivery timelines.

Delivery Timeframes

We work closely with our trusted network of suppliers and couriers to deliver your order as quickly as possible. Delivery times vary depending on the product, brand, and stock location, and the estimated lead time is displayed clearly on each product page.

Orders are typically delivered Monday to Friday between 8:00am and 8:00pm, excluding Bank Holidays. Some larger items, or deliveries via our White Glove partners, may be booked for a specific date and time window to suit your schedule. Please note that all deliveries require a signature, as couriers are unable to leave items unattended for security reasons.

If your order includes multiple products from different suppliers, these may be dispatched separately. You will receive individual tracking numbers and courier notifications for each part of your order.

Preparing for Delivery

To ensure a smooth delivery experience, please take the following steps before your scheduled delivery date:

Measure doorways, hallways, staircases, and access routes carefully to confirm that your new items will fit.
Clear the pathway to your chosen room and remove any fragile items or obstacles.
Protect floors and surfaces if necessary, particularly for large or heavy furniture.
Notify us in advance if your property has access restrictions (such as narrow hallways, limited parking, or upper-floor deliveries).

Failure to provide accurate access information may lead to failed delivery attempts and additional redelivery or handling charges.

Missed Deliveries, Redelivery & Storage Fees

If no one is available to receive your delivery, the courier will leave a calling card or contact you to reschedule. Please note that redelivery fees may apply. If you cancel an order after dispatch, outbound shipping costs and any return freight fees will be deducted from your refund.

Should your delivery be delayed due to restricted access, insufficient delivery instructions, or an inability to accept the order, storage fees of £15 per week may apply until a new delivery date is arranged.

Receiving Your Order

Upon delivery, please take a few moments to inspect your items carefully before signing for them. If you are unable to check the products immediately, sign the delivery note as “unchecked” to preserve your right to report damages.

Please retain all original packaging and your order confirmation, as these will be required should you wish to report any issue or return an item. Any visible damage must be reported within 48 hours of delivery to hello@downtonhome.com. For concealed damage or missing components, please include clear photographs and your order number when contacting our team.

For extra convenience, some couriers offer an “Unpack and Check” service for large items — please allow the driver sufficient time to complete this where available.

Assembly & Installation

Before beginning assembly, please check that all parts, fixings, and instructions are present and in good condition. Always follow the manufacturer’s guidelines. Unfortunately, we cannot accept returns for items that have been assembled, fitted, or damaged after delivery.

If you intend to store your furniture before use, please unpack and inspect it immediately upon delivery, then repackage it securely to prevent accidental damage while in storage.

Damaged or Faulty Items

In the unlikely event that your order arrives damaged or faulty, please notify us within 48 hours so we can resolve the issue swiftly. Our after-sales team will guide you through the process, and replacement or repair options will be arranged where appropriate. We may request photos or a brief description to assess the issue before collection or replacement.

Packaging & Sustainability

We care deeply about the environment and are committed to reducing waste wherever possible. Our packaging is designed to protect your order during transit while using recyclable and sustainable materials whenever available. Please recycle your packaging responsibly after delivery.

Delivery Partners & Tracking

To ensure reliability, we work with a select group of delivery partners, including DX Freight, Panther Logistics, DHL, DPD, and UPS, alongside trusted white-glove teams for larger furniture. Once your order has left our warehouse or our partner’s facility, you will receive an email containing tracking details and the estimated delivery window.

Some couriers offer text or email notifications to confirm delivery times and allow you to reschedule directly if required. Please ensure your contact details are correct at checkout so you can receive these updates.

Pre-Order & Made-to-Order Deliveries

Some of our products are marked as Pre-Order or Made-to-Order. These items are produced or reserved specifically for you. Estimated delivery dates are displayed on the product page and are provided as a guideline only. These dates may change due to supplier manufacturing schedules, shipping delays, or material availability.

Payment for pre-orders is taken at checkout to secure your reservation. If your order includes both in-stock and pre-order items, we typically dispatch the available items first so you can enjoy them sooner. If you prefer all items to be shipped together, please notify our team when placing your order.

You will receive regular updates from our Customer Service Team regarding your pre-order and will be notified as soon as your items are ready for delivery.

Returns & Cancellations

If you wish to return an item after delivery, please refer to our Returns & Refunds Policy for full details. Returns must be requested within 14 days of delivery, and items should be unused, in their original packaging, and in perfect resale condition.

Delivery Guidance

To avoid delivery issues, please double-check product dimensions, access routes, and delivery requirements before placing your order. Consider staircases, narrow corridors, low ceilings, and lift restrictions. Our team is happy to assist with pre-delivery guidance to help ensure everything runs smoothly. For advice, please contact hello@downtonhome.com or call 020 3051 9233.

Frequently Asked Delivery Questions

Delivery times are shown on each product page and vary depending on brand, stock level, and courier availability.

Our courier will contact you to reschedule. Redelivery charges may apply.

Yes, we deliver to most regions including Northern Ireland, the Highlands, and islands, but additional charges and extended timeframes

This service is not included in standard delivery but may be available through our White Glove Delivery option on request.

Contact us within 48 hours with photos and your order number. We’ll arrange a repair, replacement, or refund where applicable.

At Downton Home Ltd, we are committed to providing a first-class delivery service that reflects the quality of our products and the trust our customers place in us. Every order is handled with care, attention, and professionalism — from our warehouse to your home.

For any delivery enquiries, please email hello@downtonhome.com or call 020 3051 9233.

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Fast, Safe & Reliable Delivery Across the UK