Shipping Policy

This policy explains how shipping and delivery, cancellations, returns and refunds work when you buy from Fenn & Loom.

Order confirmation and availability

When you place an order with Fenn & Loom, we will acknowledge receipt of your order by email. This acknowledgement does not mean that your order has been accepted.

Your order is accepted when we confirm that the goods are available, can be delivered to your address and that your order has been accepted.

If an item is unavailable, discontinued, delayed, incorrectly priced, or cannot be delivered to your address, we will contact you as soon as possible.

Where payment has already been taken, we will refund you in full if we cannot accept or fulfil your order.

Where we deliver

We deliver to most UK addresses, but not every product can be delivered to every postcode.

Our furniture is supplied through a number of carefully selected UK suppliers and delivery partners. Their delivery networks vary, so the areas we can serve can depend on the particular product, its size and your delivery address.

Most products can be delivered to most mainland UK addresses. Delivery to the Scottish Highlands, Northern Ireland, the Isle of Wight, Isle of Man, Scottish islands and other remote or offshore areas varies by product. Some products may also be subject to restrictions in particular postcode areas.

Because these restrictions vary between products and delivery partners, our checkout may allow you to place an order even where a particular item is subject to a delivery restriction.

If you live in one of these areas, or are unsure whether we can deliver a particular product to your postcode, please contact us before ordering. We will be happy to check for you.

If an order is placed and we subsequently find that we cannot deliver an item to your address, we will contact you as soon as possible. Where an alternative delivery arrangement is available, we will discuss it with you. If we cannot arrange delivery, we may need to cancel the affected item or order and any payment taken for it will be refunded in full.

Free standard delivery

We offer free standard delivery on eligible orders to our normal delivery areas.

Some remote, island or restricted postcode areas may require an additional delivery charge depending on the product and delivery partner.

If an additional delivery charge applies and has not already been agreed with you, we will contact you before accepting and arranging your order. We will explain the available options and will not proceed with an additional charge without your agreement.

If you decide not to proceed because of an additional delivery charge, or we cannot provide a suitable delivery option, we will cancel the affected item or order and refund any payment already taken for it in full.

Delivery times and arrangements

Estimated delivery times are shown on individual product pages wherever possible.

Delivery times vary by product and supplier and are estimates unless we have specifically agreed a delivery date or delivery period with you.

Unless a different delivery period is stated for the product or agreed with you, we will deliver your goods without undue delay and within 30 days of accepting your order.

Some large, heavy or specialist furniture items require an arranged delivery date or delivery slot. Once your order is ready, either Fenn & Loom or the relevant delivery partner may contact you directly to arrange delivery.

If your order contains items supplied by different delivery partners, they may arrive separately.

If delivery is significantly delayed, we will contact you. Where we cannot deliver within an agreed timescale, you may be entitled to accept a revised delivery date or cancel the affected order for a refund.

Please make sure that your delivery address, telephone number, email address and any relevant access information are correct when placing your order.

Large item delivery and access

Many of our products are large furniture items.

Before ordering, please check that the item will fit through doorways, hallways, staircases and lifts and into the room where you intend to place it. Product dimensions are shown on product pages where available.

Our Will It Fit? guide provides further information and should be checked before ordering larger furniture.

Please tell us before delivery about anything that may affect access to your property. This can include narrow roads, parking restrictions, low bridges, gated access, stairs, lifts, restricted delivery times or unusually narrow entrances.

Where a delivery cannot be completed because nobody is available for an agreed delivery slot, the delivery details supplied were incorrect, or important access restrictions were not disclosed, we may charge the reasonable additional costs we incur for re-delivery, return transport or storage. We will explain any such costs to you.

Checking goods on delivery

Please inspect your goods as soon as reasonably possible after delivery.

If you notice visible damage while the delivery team is still present, please point it out and, where possible, note the damage on the delivery paperwork or advise the delivery team.

If you discover damage after delivery, please contact us as soon as possible at info@fennandloom.co.uk, ideally within 48 hours, with your order number and clear photographs of the item, the damage, packaging and delivery label where available.

Reporting a problem promptly helps us resolve it with our supplier and delivery partner. It does not affect your statutory rights.

Your right to cancel – change of mind

For most online purchases, you have the right to change your mind and cancel your order.

For a change-of-mind return, you are responsible for the direct cost of returning the goods and for ensuring that they are packaged safely for their return journey.

Before dispatch

Please contact us as soon as possible if you wish to cancel.

If your order has not been dispatched, we will cancel it and refund you in full.

After dispatch or delivery

You can still exercise your change-of-mind cancellation right after an order has been dispatched.

You must tell us that you wish to cancel no later than 14 days after delivery.

The day your order is delivered is Day 0. The following day is Day 1, and you must tell us before the end of Day 14.

If goods covered by the same order are delivered separately, the cancellation period runs from the day after the final item is delivered.

To cancel, email info@fennandloom.co.uk with your name, order number, address and details of the item or items you wish to return.

A cancellation form is also provided at the end of this policy, although you do not have to use the form to exercise your cancellation right.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or goods that are clearly personalised for you.

This does not affect your rights where goods are faulty, damaged, incorrect or not as described.

Returning goods after cancellation

If you return an item because you have changed your mind, you are responsible for the direct cost of returning it.

Large furniture, fragile items and goods requiring specialist handling can be expensive to return. Where goods cannot normally be returned by post, information about the expected return or collection cost, or how that cost is calculated, will be made available before purchase.

Please do not return goods until we have confirmed the correct return address and return instructions.

Because we work with a number of suppliers and delivery partners, some items may need to be returned directly to the supplier or another nominated return address rather than to Fenn & Loom.

Unless we agree to arrange collection, you are responsible for choosing a suitable return method.

If we arrange collection of an item for a change-of-mind return, we will confirm the collection cost with you before the collection is booked. If you agree, that cost may be deducted from your refund.

Goods must be returned safely and in suitable protective packaging.

Please use the original packaging wherever possible. If the original packaging is no longer available, you should use packaging that provides equivalent protection during transport. This is particularly important for large, heavy, delicate, mirrored, glass, upholstered or painted items.

You may inspect goods as you reasonably would in a shop. Goods should not be used beyond what is reasonably necessary to establish their nature, characteristics and functioning.

If goods have lost value because they have been handled more than was reasonably necessary, we may make an appropriate deduction from your refund.

This does not affect your rights where goods are faulty, damaged, incorrect or not as described.

Refunds for cancelled orders

If you cancel before dispatch, we will refund you in full.

If you cancel after dispatch or delivery, we will refund the amount due once the goods have been returned to us, our supplier or our delivery partner as instructed, or once you provide evidence that you have sent them back where applicable.

We will make the refund no later than 14 days after we receive the returned goods or, where applicable, 14 days after you provide evidence that you have returned them, whichever occurs first.

Where our standard delivery was free, there is no separate standard delivery charge to refund.

If you paid a standard delivery charge, we will refund the standard delivery charge where required.

If you chose an upgraded delivery service that cost more than our standard delivery option, we are only required to refund an amount equivalent to the standard delivery charge.

We may make an appropriate deduction from your refund where goods have lost value because they were handled beyond what was reasonably necessary to inspect them.

Refunds will normally be made using the original payment method unless otherwise agreed.

Goods excluded from the change-of-mind cancellation right

Your statutory change-of-mind cancellation right does not apply to goods that are made to your specifications or are clearly personalised for you.

We will make this clear where relevant to a product before you order it.

This exclusion does not affect your rights if the goods are faulty, damaged, incorrect or not as described.

Faulty, damaged, incorrect or misdescribed goods

We are responsible for supplying goods that are as described, fit for purpose and of satisfactory quality.

If your goods arrive damaged, are incorrect, faulty or are not as described, please contact us as soon as possible at info@fennandloom.co.uk with your order number and photographs where relevant.

Where goods are faulty, damaged, incorrect or not as described, we will provide the remedy required by law. Depending on the circumstances and timing, this may include a refund, repair, replacement, price reduction or another appropriate remedy.

Where goods are faulty, damaged, incorrect or not as described, Fenn & Loom will be responsible for reasonable return or collection costs.

Nothing in this Shipping Policy affects your statutory rights.

Manufacturer and supplier guarantees

Some products may come with a manufacturer or supplier guarantee.

Any guarantee is in addition to your statutory rights and does not replace them.

Guarantees do not normally cover accidental damage, misuse, commercial use, improper assembly, failure to follow care instructions, normal wear and tear, or changes caused by sunlight, heat, moisture or other environmental conditions, unless the particular guarantee states otherwise.

Contact us

If you have any questions about delivery availability, an order, cancellation or return, please contact us.

Fenn & Loom

Email: info@fennandloom.co.uk

Telephone: 01480 582151

Fenn & Loom is a trading name of Swavelo Group Ltd.

Company No. 17048562

VAT No. 514533120

Registered Address: Brunel House, 1 Archers Court, Huntingdon, Cambridgeshire, England, PE29 6XG

Please note that correspondence sent to our registered office may be delayed in reaching us. For order, delivery, cancellation or return queries, please contact us by email at info@fennandloom.co.uk.

Please do not send returned goods to our registered office. Contact us first and we will confirm the correct return address and instructions.

Goods sent to an incorrect address may be delayed, refused or returned to you, and you may remain responsible for any reasonable additional costs caused by this.

Cancellation Form

You may use the following form if you wish to cancel an order, although you do not have to use it. You can copy the information into an email and send it to info@fennandloom.co.uk.

To: Fenn & Loom

I/we hereby give notice that I/we wish to cancel my/our contract for the purchase of the following goods:

Customer name:

Order number:

Description of goods being cancelled:

Order date:

Date received, if applicable:

Customer address:

Date: