Delivery information

We deliver to mainland UK postcodes and Northern Ireland (BT postcodes), with services also available to the Scottish islands, Isles of Scilly and Isle of Man. Availability, charges and lead times depend on the goods and address. Next working day delivery is not available in every location.

We do not deliver to the Channel Islands, the Republic of Ireland or PO Box addresses. Some specialist items have further delivery restrictions; these will be identified on the product page, at checkout or in your quotation before purchase.

Normal delivery hours are 8am–6pm, Monday to Friday, unless a different appointment is agreed. A working day excludes Saturdays, Sundays and public holidays where the relevant service takes place. All cut-off times are UK local time.

Cut-off times apply to available stock where the relevant service is offered and the order is ready for processing, including any required payment, approved credit arrangement, checks and information. Orders received after the cut-off or on a non-working day are normally processed on the next working day. A cut-off is not, by itself, a delivery guarantee.

Delivery times are estimates unless we expressly agree a guaranteed date or a date is legally essential. A product-specific or expressly agreed lead time applies in place of the general guide above. Priority next working day delivery describes the target service where available; it does not remove your rights if we fail to provide the service agreed.

Personalised, made-to-order, manufacturer-direct and specialist products may take longer. We will take reasonable steps to tell you about material delays and discuss the available options.

Items may arrive in separate parcels, on different days or directly from suppliers. We will not add charges simply because we split a delivery unless those charges were agreed before purchase. Separate charges already disclosed for different product groups or services may still apply.

Consumers: unless another delivery period is agreed, we will deliver without undue delay and within 30 days of the contract. Your legal rights where we refuse delivery, miss an essential deadline or fail to deliver within an appropriate additional period remain unaffected.

Business customers: estimated dates are not essential contractual deadlines unless expressly agreed in writing. Responsibility for delay is subject to the applicable provisions of our Terms & Conditions, including limits that are lawful and reasonable.

If a paid delivery service has not been provided as agreed, contact us so that we can investigate and provide any refund or other remedy due.

Standard furniture delivery is to kerbside or the agreed receiving warehouse/access point unless your product description or accepted order says otherwise. Moving goods inside, upstairs or to a particular room, assembly, installation, removal of existing furniture and disposal of packaging are included only where expressly agreed.

Standard safe delivery is to the ground floor with suitable access. Delivery via steps or stairs, specialist handling, restricted access and delivery to another floor must be discussed before ordering.

Tell us in advance about relevant restrictions, including vehicle size limits, parking permits, loading bays, stairs, lift dimensions or capacity, narrow entrances, security procedures and restricted delivery times. Check the route against the product and packaging dimensions available to you.

You or an authorised representative must be available during an agreed appointment. The delivery route and any agreed installation area must be accessible, safe and ready. Delivery teams may decline work that is unsafe or outside the agreed service; we will discuss alternatives.

You are responsible for additional costs only to the extent that they result from your failure to meet agreed arrangements or a change you request, subject to the conditions below. You will not be charged for our failure to provide the service we sold you.

A charge may apply if an agreed furniture delivery or installation cannot be completed because nobody is available, essential details you supplied are wrong, a restriction you should reasonably have disclosed prevents access, the agreed work area is not ready or safe, or you request a late change that causes unavoidable additional costs.

The normal charge for redelivery and/or a return installation visit is 10% of the value of the affected order, subject to a minimum of £75. The affected value is the price, after discounts and including applicable VAT, of the goods and installation services scheduled for that appointment. The £75 minimum includes any VAT legally chargeable.

The charge must reflect reasonable additional costs directly caused by the failure. It may be lower or higher than the normal amount where those costs differ. We will explain the calculation and confirm the amount before arranging another appointment. Any storage charge will be explained before it starts, with a reasonable opportunity to arrange delivery or another solution.

For consumers, any charge, including the minimum, will be reduced where necessary so that it does not exceed our reasonable, evidenced additional net costs. We will take reasonable steps to reduce costs, account for savings and recoveries, and provide a breakdown on request.

No charge applies for a failure caused by AOS, our supplier or carrier, arrival outside the agreed appointment, or our inability to provide the agreed service. These charges do not apply to justified rejection of faulty, damaged, incorrect or materially misdescribed goods, or as a penalty for exercising statutory cancellation rights.

Please tell us promptly if an appointment needs to change. No charge is due where a change causes no reasonable additional cost. We will not recover the same cost twice through delivery, cancellation or returns charges. See section 16 of our Terms & Conditions.

Please arrange for someone to receive your order. A signature or other proof of delivery may be required. If an ordinary courier delivery fails because of incorrect details, nobody being available or an unjustified refusal, a further delivery attempt or return to the depot may be necessary. The number of attempts depends on the courier and service.

For ordinary courier deliveries, the normal additional charge is £7.14 including VAT (£5.95 excluding VAT) per customer-caused additional attempt or necessary return. It applies only to reasonable additional costs directly caused by the failure, with no duplicate recovery. We will explain any charge before arranging redelivery. Specialist furniture and safe delivery costs depend on the service; the furniture appointment provisions above apply where relevant.

Any consumer charge will be reduced where necessary to reflect reasonable, evidenced additional net costs, taking account of savings and recoveries. No charge applies for a failure caused by AOS or our delivery providers, arrival outside an agreed appointment, justified rejection of non-conforming goods or as a penalty for statutory cancellation.

Missing or refusing a delivery does not, by itself, clearly tell us that you wish to cancel. Please contact us if you want to cancel. A return to a depot or supplier does not automatically entitle us to keep your payment, impose a restocking fee or deduct a failed-delivery charge from a statutory refund. Cancellation and refund rights under our Terms & Conditions take priority.

Where practical, check the number of parcels and their visible condition when they arrive. Note obvious damage or missing parcels on the delivery record and keep photographs, labels and relevant packaging where reasonably possible.

Please report delivery damage, shortages or incorrect items promptly, preferably within 48 hours. This helps us investigate quickly. Signing for delivery, being unable to inspect immediately or reporting after 48 hours does not, by itself, remove your legal rights or establish that the goods were fault free.

Contact us with your order number, affected product codes and quantities, and a brief description of the problem. Photos are helpful where available. We will investigate and arrange the appropriate remedy. Faulty-goods rights are separate from change-of-mind returns.

If we send extra goods or the wrong item, please tell us, take reasonable care of them and allow us to arrange collection at our cost. Our error does not automatically create a purchase or make you liable for the price of goods you did not order.

Report a delivery issue or call 01452 888186.

Consumers: for eligible distance purchases, you normally have until 14 days after the day you receive the goods to tell us you wish to cancel. Exceptions and special rules, including for goods delivered separately and genuinely personalised items, are explained in section 17 of our Terms & Conditions. You do not need our permission to exercise a statutory cancellation right.

We do not impose a consumer statutory cancellation or restocking fee. Responsibility for direct return costs depends on the information provided before purchase. Where required, we refund the cost of our least expensive standard outward delivery; an extra amount paid for a premium service need not be refunded. Bulky-goods return costs or a reasonable estimate must be provided before purchase where the law requires.

Business customers: there is no automatic change-of-mind cancellation or returns right. Any agreed discretionary return is subject to the relevant terms and charges confirmed for that return. Those arrangements are separate from a failed delivery, a missed appointment or remedies for defective or incorrectly supplied goods.

For consumers, goods remain at our risk until physically received by you or a person you nominate, subject to the statutory exception where you independently appoint a carrier we did not offer. A failed delivery does not itself transfer risk to you. Business risk provisions are explained in section 15 of our Terms & Conditions.

Please contact us for the appropriate return arrangements and address. Our correspondence PO Box cannot accept goods. Asking us for return details does not delay or restrict your right to notify a statutory cancellation.