Delivery Information

Please note that our delivery days and areas are subject to change, our chosen carrier will contact you to confirm your delivery date.

Delivery Service

In stock items will usually be delivered within 7-14 working days (over 99% of the time) this may be slightly longer during busy periods, out of stock items can take up 8 weeks (you will be advised within 24 hours of your purchase), if your chosen item(s) are out of stock, you can then decide whether you wish to proceed or cancel your order.

Our standard delivery service is for your order to be delivered packaged to your room of choice.

Sofa deliveries : Please inspect your sofa, (whilst the carrier crew are on-site) and indicate on the Proof Of Delivery (PoD) if there are any damages or scuffs at the time of delivery – this will make the process easier in the event of any claim of damage.

How Delivery Works

When we receive your order, we will send you an order confirmation. Please check this information as we will not be able to make any amendments once the order has been placed.

Subject to stock availability, you will then receive a second email from us stating the tracking information for your order (please note this is not live tracking information and will not provide delivery dates and times until your order is ‘live’ in our carrier’s system)

Our chosen carrier will make 2 communications to you about your delivery.

The 1st communication will only occur via e-mail.
This will be an e-mail confirming that they have physically received your order in their depot.

The 2nd communication will occur via e-mail and SMS Text and phone call if no response is received to the first two methods

This will be a confirmation request offering a delivery date and time slot (3 hour window).

Our carrier shall provide up to a 1 hour pre call prior to your delivery to give an accurate estimated time of arrival.

Please refrain from calling with delivery queries and timescales until up to 14 working days has passed from the date of your order (subject to stock availability).

Please note that we cannot offer this delivery service in any other way as it is designed to be efficient, whilst keeping costs down.

Surcharges & Premium Delivery Services and Restrictions

Surcharges apply to Scotland and South West England, please see section below on Scotland and England surcharges.

There is a £20 surcharge to the following postcodes: DG, TD, EH, ML, KA, G, FK, TR, PL, EX and TQ.

Unfortunately we do not currently deliver to Scottish Highlands, Isle of Wight or Isle of Man, but can organise an alternative carrier this will carry an additional cost to your order, please call us on 0121 573 0583 or email orders@sestraliving.co.uk with your enquiry.

Premium Delivery Service
For faster deliveries and deliveries on alternative days, our express service is available and currently costs £199 – we can usually deliver within 24 hours if the item is in stock.

Please note that payment must be received prior to your delivery being scheduled.
Our carrier / delivery team retain the right to refuse higher floor delivery when they arrive at your address, if not informed at the point of ordering.

Restrictions
Deliveries to houses/flats/apartments above the 1st floor are subject to a working lift that your purchased item fits in.

Our carrier will deliver your item to the first floor only.

Due to insurance purposes our carrier team will not be authorised to deliver any further. We do not offer this as a Premium Service, and we shall not be held responsible for any damage/injury caused if you choose to disregard this information.

Delivery of Items Currently Our of Stock

In the unfortunate event that your chosen items are out of stock, we shall contact you within 24 hours (Mon-Fri) of your order to ascertain whether you wish to commence with your order.

We will normally have an estimated idea of when we expect to receive your item (dependent on your item, manufacturing may take up to 8 weeks).

We will send tracking information nearer the time of the manufacturer completion date. Once your estimated date has surpassed you should receive a confirmation e-mail from our carrier to advise receipt of your order and the steps from ‘How Delivery Works’ process takes place.

In the, meantime please do not be distracted by the ‘silence’ we will contact you as soon as we have further information with regards to your order.

The Boring But Important Bits

Delivery will be made only to the address stated by you at the time of placing the order so it is imperative that you check the information before placing your order.

Delivery will be made by the seller or an agent appointed by the seller.

The seller and their agents will make all reasonable efforts to meet the date/time agreed for delivery, should this not be possible the seller will not be held responsible.

If the buyer is not present on the scheduled delivery date the seller reserves the right to charge a redelivery fee (starting from £30) dependent on the delivery location.

This fee will need to be paid prior to our authorisation for the carrier to reschedule your delivery.

Delivery timescales are estimated guidelines and will be confirmed by the carrier within 5 days of receiving your item at their depot.

The seller or nominated agents are unable to hold goods. Delivery must be arranged within 5 days of the goods being available for delivery. The seller retains the right to charge storage should the above time period be exceeded.

For whatever reason should the seller fail to deliver within 60 days, the buyer is able to cancel the contract without penalty.

Most Goods will require some form of assembly and it is the Buyer’s responsibility to assemble the Goods.

Our standard delivery is a two man delivery service, to a room of choice at the driver’s discretion.

Please ensure access is clear, our carriers shall not take responsibility for any damages to belongings that obstruct the way of delivery, our carriers are not responsible for clearing access so please ensure this is addressed prior to your scheduled delivery.

We shall only authorise deliveries to house/flats/apartments to the 1st floor only where there is no working lift.

For health and safety our carrier teams are not able to remove their shoe’s. Please ensure you protect any floor and surfaces.

All delivery’s must be signed for.

All goods remain the property of Sestra Living until they are paid for in full.
Once full payment is received the goods shall be transferred to the buyer.