Delivery Policy

Delivery Policy & Costs

We have our own vehicle fleet and trained drivers that fulfil the majority of our deliveries in order for us to maintain a high level of customer service and minimise damage in transit.

Where practicable our furniture will be delivered fully assembled for your immediate enjoyment. In some cases, minimal assembly may be required. It may be possible to deliver some items flat-packed if there are access issues. We may even be able to arrange assembly in situ for a small additional cost. To find out more, please contact us on 020 8655 6243 during out office hours.

By limiting our deliveries to mainland England, Wales and parts of Scotland on a bi-weekly basis we are able to offer an efficient service to the majority of the population.

We aim to deliver within two weeks of receiving an order with costs as set out below:

Standard Delivery

Our delivery service operates between 07:00 and 19:00 hours. We cannot guarantee a time slot, although you are more than welcome to request AM or PM delivery, and you can call us to track our driver to see if we can update you on their progress.

When placing your order, please advise us if there are any issues with road access or parking for vans, or if there are any access issues into your garden, such as steps, obstacles or width restrictions. If you have not advised us of these issues in advance then it could result in a failed delivery attempt and a subsequent redelivery charge. Lutyens-Style Benches and Chairs by Jati will not be held responsible for any damage that may result due to insufficient access to place the furniture items in the garden.

It is the responsibility of the customer to ensure that there is clear access to the garden, and should any items need to be carried through the house, that any floors and carpets are protected as necessary. We are not obliged to carry items through a property and if our driver decides the items will not fit he is entitled to treat the delivery as a curb side delivery. Our driver may assist the customer in moving the items through the house however neither our driver nor Lutyens-Style Benches and Chairs by Jati will be held responsible for any damage caused as a result of moving items through the house.

Delivery of Large Items

For larger items, delivered by our own fleet of vans, you will be contacted to arrange a convenient delivery date. Some items, such as tree seats, large benches and large tables, will require assistance for our drivers.

We may be able to offer a 2-man delivery service for larger items. This will be quoted on an individual order basis. Please note that for tables 3m or over in length further assistance may be required in addition to the driver and mate.

Delivery of Smaller Items

Smaller items such as cushions, some parasols, bases and accessories will be sent via Royal Mail or a courier and will generally be dispatched within 3 working days from receipt of order.

Scotland

We deliver to parts of Scotland approximately every 2-3 weeks, in peak season (March to August). Delivery costs to Scotland are quoted on an individual order basis, which will be advised upon receipt of the order. We are not able to guarantee a delivery date as deliveries to Scotland take place over a 2-day period, though we will endeavour to provide an anticipated date of delivery. We regret that we are unable to delivery to all parts of Scotland, the Highlands or Islands, although we are able to deliver to your preferred freight forwarded for onward shipment at your own cost and risk.

Northern Ireland, Isle of Man, Isle of Wight & Islands

We regret we do not deliver to Northern Ireland, Isle of Man, Isle of Wight or Islands, although we are able to deliver to your preferred freight forwarder for onward delivery at your own cost and risk.

Overseas Delivery

We do not deliver overseas although we are able to deliver to your preferred freight forwarder for onward delivery at your own cost and risk. We can provide weights and volumes of products for you to arrange shipment, which will be at your own risk. You will be responsible for any customs or import duties levied once the goods reach your country.

Cancellation, Returns & Exchanges

You can cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any bespoke, made-to-order items).

To cancel your order, you must notify us in writing with your name, address, telephone number, email address and details of your order, and send to: Jati Returns, Unit 7 & 8 Gateway Business Park, Station Approach Road, Coulsdon, CR5 2AR. You can also call us on 020 8655 6243 or email us.

To meet the cancellation deadline, you must send your communication advising that you wish to exercise the right to cancel before the cancellation period of 14 days from delivery date has expired. Please be advised that if we receive the cancellation notice after the cancellation period, you may be required to provide proof of dispatch for return items posted back to us.

An order cannot be cancelled if the goods are bespoke, made-to-order or personalised in any way.

An order cannot be cancelled if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with teak oil or a teak care product, the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order.

Effects of Cancellation

If you cancel your order, we will reimburse all payments received from you, including the costs of delivery, except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us.

You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.

We may make a deduction from your reimbursement to cover loss in value of any of the goods supplied, if the loss is the result of unnecessary handling by you. Goods must be returned in the original packaging and in a resalable condition. You are permitted to inspect the goods but should not use them if you intend to return them. If you receive a set of cushions, only one cushion’s packaging need be opened in order to be able to check the colour, fabric etc. A deduction may also be made if the goods are not received back in the same condition that they were delivered in. For pre-assembled items, we would suggest you store these in a garage or cover them until they are able to be collected.

Your refund will be processed within 14 calendar days once the goods have been received back to us, or 14 days after the day you provide evidence that the goods have been returned. Reimbursement will be withheld until the goods have been received back to us or until you have supplied evidence of having sent the goods back, whichever is earliest.

We will refund you using the same method of payment that was used for the initial order transaction.

Costs of Return

The cost of returning the goods will be borne by the customer. Smaller items with an approximate value up to £100 should be returned via Royal Mail or courier; this will typically cost £10 - £20. Please make sure to insure the goods and retain the proof of dispatch note, which may be required by us in order to process your refund.

For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:

A surcharge for collection from Scotland will be applicable, £20 - £100 depending on the location of the delivery address. In the event that delivery was to an agent/freight forwarder, collection will only be arranged from the point of the delivery by our service, not the onward customer address.

For items that have been taken offshore they must be returned to the original mainland delivery address and this cost will be borne by the buyer.

We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund and possibly incur more charges.

Cancellation By Us

We reserve the right to not process your order if:

i. We have insufficient stock of the items you have ordered

ii. We are unable to deliver to your location

iii. One or more of the items you have ordered was listed at an incorrect price due to a typographical error, or an error in the pricing information received by us from our suppliers

If your order is not processed due to any of the above reasons, we will notify you by email and will credit your account any sum deducted by us from your credit/debit card within 14 days.