Our delivery charges are nice and simple!
High value small items: are sent out by courier. For most items*, this is a 'next working day / 24hr' high quality delivery courier, and damage is almost unheard of. Deliveries normally occur before 15:30 on working days. (*Certain areas, mainly in Scotland, will have 48 hour delivery.) We can offer a timed delivery service for an additional cost, please ask us to contact you when placing your order).
If you place an order by telephone for stock items before 12:00 noon these should be with you the next working day. For internet orders, we process them as soon as we can, and almost all will have the same lead times as for telephone orders.
Small, low value items: are sent out by post. They will typically arrive a day later than High Value small items (above).
NB 1: If you order by phone or on-line after 12:00 noon, or at weekends, please remember your order cannot be shipped until the next working day. Eg. orders placed online Saturday will ship Monday and arrive Tuesday.
NB 2: If you specify a delivery address that is different to your invoice and cardholder address there will be a delivery delay due to protection of our customers credit cards. This typically adds a working day.
NB 3: In the unlikely event of a shipment having damage we will of course remedy it without delay. However, you must fully inspect and tell us within 48 hours - you can use our on-line system to notify us, or phone. (Remember that many online companies give you no telephone number for when things go wrong!). We do suggest you sign as 'unchecked' when signing for products.
NB 4: Items require a signature on delivery. If you are unexpectedly out when Interlink deliver you will have a card posted saying that delivery was attempted. You can call Interlink at that stage and discuss delivery so that you are in next time. After two failed deliveries items are returned to us. If you are not able to accept delivery on the second occasion we may pass our reasonable costs on to you... we are sure you'll agree this is fair.
Some very small items are sent by post.
NB 5: All items are packaged for safe transport at minimal environmental cost. Unless otherwise stated they will require final assembly. Please make sure the goods are what you expected before assembly. Once you commence assembly you have accepted the goods ... but we will of course attend promptly to any faulty components. Some large domestic armchairs are shipped “one piece” (see below) but others are shipped for home assembly. If large domestic items require assembly we remind you as part of on-line purchase.
Larger items: (such as mattresses, massage chairs and beds) are normally delivered by a two-man delivery team (except some Islands and Highlands). We make an appointment by telephone so you will know when we are coming. For in stock items, our average delivery is 4 working days which increases during Holiday periods such as Christmas and can be slightly longer during peak sales periods. Individual products on our website refer to specific delivery periods.
Our two man teams don't just leave it on the doorstep like many of our competitors. We carry the items to the room of your choice. Some items are installed and packaging removed... if full installation is important to you please ask us about your specific product choice.
NB 1: Check access and parking: Our delivery service assumes that there is road access for a large Luton type vehicle and somewhere to park. If we will have to carry large items such as mattresses up more than a normal domestic flight of stairs (such as to a high apartment) then please notify us with order. Access problems are rare....only once or twice a year.. but should it happen to you, and on arrival it is clearly not safe or possible to get a mattress into your room of choice we will discuss with you where it can be left. On the other hand, were you to require us to take the item back to the warehouse while access was sorted this is no problem....just instruct the driver....for this service we charge the price it costs us..currently £40 plus VAT in each direction. (Jan 2008).
NB 2: Protect your valuables: For all prime delivery areas we deliver mattresses with a two man team so that we can carry items indoors and even upstairs to your room of choice. Please make sure that the route between your front gate and the final destination is clear of anything that can be knocked over or damaged, and clear of anything which could damage the goods too. (Pictures are often removed and picture hooks left ready to snag).
If it is rainy or muddy outside on the day of delivery you might ask for the item's packaging to be removed in your hall. Your choice might be influenced by the route between the front door and the room of choice and whether there are any risks on the way where an unprotected item might get marked. We have to leave this decision to you.
NB 3: Identifying your product: Your mattress comes with a batch number which we might need in the event that you need to contact us about it. The batch number can be found underneath the bar code which is printed on the paper label stitched to the mattress. You’ll need to make sure that you retain that label or take a note of the batch number for future reference.
NB 4: Some of our products are very heavy and we suggest that you should not attempt to carry them by yourself (especially if you have a bad back).
Mainland UK: Our delivery terms and charges only apply to mainland UK (excluding Highlands, islands and NI).
Delivery charges in the event of cancellation or customer not at home: We publish that items above £100 are delivered free. What we mean by this is that for a single, completed, order of over £100 we make no charge for delivery. If you do not like a product once delivered and return it to purchase another similar value product we will still make no charge for delivery (provided the similar item is itself over £100). You would be responsible for return shipment costs of the unwanted product.
Returns: Of course ... every now and then a customer might want to return a product and not select another. In this case we operate a very fair policy ... online orders where you have not had the chance to inspect goods in a store and delivered from stock can be returned within 14 days provided they are in saleable condition. This means the product must be in its original undamaged packaging, and not subject to marks from assembly or use. To protect all our customers personal items such as mattresses, pillows and massage systems cannot be returned once the packaging is opened.
If you have seen and /or tested a product in store, and especially if you have had a product made to order then its not quite as simple...obviously cancellations or returns have to be negotiated!
To return an item you should contact us and obtain a return reference. You can ship items back to us or we can collect. If we collect then the collection charge is £10 for courier items and £50 for two man delivery items. If you ship back to us please remember that you are responsible until the item gets back to us safely.
If the value of the original order falls below £100 after any items have been returned then the original free delivery is no longer applicable. We will deduct an admin charge of £4.95.
Remember that we have four great stores and you can inspect, collect and return most items from there to minimise the risk that you might not like a product. We offer the best of retail experience and internet shopping.
For large deliveries we load a lorry and drive specifically to your door. We would love at least 24 hours notice if you cannot be at home for an agreed appointment. We make no charge to reschedule as long as we get this notice. If you are unable to stay in and unable to contact us ... no problem but there will be a re-delivery charge according to the items size and the area (typically £50).
NB Please note that Clearance Items are usually on very large reduction. Customers typically collect, so the prices do not include delivery. Please ask if in doubt.
NB Please note that we do not ship Stokke products outside the EU.