Homewares Delivery
Our standard delivery service costs just £4.95 per order for the UK mainland. Our warehouse aims to dispatch orders Monday to Friday within 48 hours of receipt but, in case of exceptional circumstances, please allow 7 to 10 days for delivery. If goods are to be sent to more than one address, a delivery charge of £4.95 will be charged for each address.
Please note that when placing an order for homeware items, full payment will be taken at time of order.
Furniture Delivery
All furniture will be delivered via a two-man carrier and will cost £50.00 per order. Please see the details for each piece of furniture for it's current lead-time, or contact our customer service team on 0844 848 3300.
For orders with more than one item of hard furniture*, all pieces will be sent in one delivery and the longest lead-time will apply.
Mixed orders of hard furniture and upholstery** will be sent separately.
Once all the items on your order are ready for dispatch, our carrier will contact you directly to arrange a delivery date. They deliver, depending on your postcode Monday to Friday only, usual hours are between 7.30am and 6.00pm, however depending on prior deliveries this could extend to 9.00pm. (You will not be able to request a particular day of the week that you prefer). If you require a delivery out of these times then an additional charge will apply and quotations can be provided where necessary.
You will recieve a text message 48 hours prior to delivery to advise of an estimated timeslot, however you will also be able to call them on 0208 571 3131 the day before should you require.
We cannot guarantee a time of delivery on the arranged date.
Our carriers make every effort to carry out deliveries on the day and time agreed. If, for any reason, delivery is delayed cargo will not accept liability for any consequential loss.
In the event that you are not in when Pacemaker try to deliver, the drivers are only permitted to wait a short period of time (maximum 15 minutes), they will then be asked to move onto their next delivery and will not be able to return. In these instances we will have no option but to charge you a second delivery fee, plus handling and storage charges we will incur, this will amount to £75.
Please protect carpets and flooring to avoid any damage or possible soiling.
The delivery crew will unpack and remove all packaging materials (please see exception below)
All items except Beds, Mayflower & Brooklyn wardrobes and Garden Furniture will be fully assembled for you and the packaging removed (this list may be subject to change depending on new products, please ask instore for details). Any items that are not to be assembled will be left packaged in order to keep all components together.
A signature will be required to confirm that you have accepted the furniture and after reasonable examination you are happy with its condition. Should you not be completely satisfied with an item, the delivery company will remove it immediately free of charge (see below for made-to-order items).
Any claim regarding shortages or damages must be noted by you on the delivery paperwork and the customer service team notified by you immediately.
You may return the item in a re-saleable condition, within 7 days subject to a collection fee of £150.00. Where possible, items should be returned in their original packaging.
We regret that our two-man carrier service is not available off-shore or to the following postcodes AB, BT, DD, GY, HS, IM, IV, JE, KW, PA, PH, PO30-40, ZE. For further information about delivery to these postcodes, please contact your nearest store.
Please advise us within 48 hours if you are unable to accept delivery for a pre-arranged date.
Your statutory rights are not affected by these conditions.
* e.g. dining table, wardrobe ** e.g. sofa, armchair
Mixed Order Deliveries
Where an order contains both homewares and furniture the delivery charge will be £50.00 to one address. Homewares will normally be despatched within 48 hours, but please allow 7 to 10 days for delivery. For furniture, our carrier will contact you directly to arrange delivery. Please see above for furniture delivery details.
Colours and finishes
Photographs shown on our website are representative of the finished product. Whilst every effort is made to match all colours and finishes, items are supplied on the understanding that there may be slight dye, shade and grain variations, particularly with natural products such as wood. Leather products are made from quality hides and may not be uniform in colour or texture and will show natural marks. Some images have been digitally created to illustrate the colour options available for this range. These colours will be affected by your monitor and also by your printer and therefore may not be 100% accurate to the finished item. Fabric and Leather Swatches can be order by calling 0844 848 3300 or by calling or visiting your local store
Lead-times
All lead-times quoted are estimate. Whilst we make every effort to ensure that we honor estimated delivery dates, it is possible that circumstances beyond our control may cause delivery dates to be changed.
Access
It is your responsibility to ensure internal/external access points and delivery routes are measured to facilitate delivery. If there is a requirement for removal of doors/windows to accommodate furniture, this is at the customer’s expense and must be carried out prior to delivery.
Please make sure any delivery restrictions are clearly stated on the order form. Please see below for various examples:
Low bridges/narrow lanes
Sufficient access to carry the goods to the required room and that it is cleared and ready for delivery
No turns or lifts (over a banister for instance) that in the opinion of the crew makes the load too heavy for two men
The number of steps which the furniture must be carried are reasonable. This obviously relates to type and weight of the furniture you have ordered. In accordance to Health & Safety regulations the crew, in consultation with their office staff must be the arbiters of what is reasonable.
If any of the above examples cannot be met then the delivery will be deemed as non-standard, extra charges will apply and quotations can be provided where necessary
You will also need to advise us at the time of the order if you live up more than 2 flights of stairs where there is no lift available as this may require extra man power and can therefore mean further charges for delivery.
Storage
Unfortunately we do not have the facility to store your product for any length of time therefore if you cannot take the product within 28 days of us advising you of its availability, we will charge storage charges of £10 per week for a maximum of four weeks, after which we deem the order to be cancelled.
Where the product is a standard stocked line, the stock will be returned to free stock, which means that it will be made available to other customers. In this case we cannot guarantee immediate product availability when you are ready to take the order.
This will not apply where a product is available earlier than the lead-time indicated or where you have specifically stipulated by a ‘Not before by date’ at the point of order.
Amending or canceling your order within 7 days of placing your order
We will accept cancellation/amendment of orders at no charge within 7 days of placing the order. Thereafter, cancellation may be subject to a charge equal to 20% of the total product price.
Cancelling your order after 7 days of placing your order
You are entitled to cancel orders on products by notifying us in writing before delivery or within 7 working days of receiving the goods.
If you cancel your order once it has been delivered, you must not use the goods, must take care of them, and must make them available to us when we call to collect them on the date we will agree with you. We will collect the goods and then refund the cost of the items ordered within 30 days of cancellation/collection. The cost of delivery will not be refunded as this is a service that has been carried out on our part. For collection and administration we will charge a fee of £150.
Please ensure that the goods are maintained in a saleable condition and in, where possible their original packaging. Self-assembly furniture cannot be returned once assembly is part or fully completed, unless the item is found to be faulty.
Payment
Payment by credit/debit cards will be taken at the time of order for homewares and on receipt of order for furniture. We no longer accept payment by cheque. Please do not send cash in the post. We offer interest free credit via our call centre on 0844 848 3300 and through your nearest store, however we are unable to offer this via our website.
Product Guarantee
All goods supplied are guaranteed by the manufacturer/supplier for a period of 12 months from date of delivery in respect of faulty workmanship or materials. Your statutory rights are not affected.
Extended Warranties
At present Extended Warranties which can be purchased separately are only available to via our stores, Please contact them for further details.
Product Care
The product(s) supplied are to be used for the purpose and in the manner for which they were designed. Most manufacturers include care and maintenance advice with their products, which should be read and followed. No responsibility will be accepted for damaged caused by cleaning if the care and maintenance instructions have not been followed.
Our Guarantee
If you are not completely satisfied with your order you may return it to us (where possible, in it’s original packaging) within 28 days of receipt for an exchange or refund. For returns of furniture and made-to-order items, please see Furniture Delivery above. This guarantee does not affect your statutory rights
Exchanges
Exchanges can also be made at any store for equivalent or higher value. Please provide proof of purchase. For refunds or exchanges below the value of the item, please contact our customer service team on 0844 848 3300. We are unable to offer you a refund through our stores if you have purchased through Mail Order.