Deliveries and Returns

Delivery Charges (Courier Service):

FREE UK DELIVERY OVER £75*

Orders up to £75 = £5.95

 

Orders over £75 are Free, excluding Heavy/ Bulky Items:

*Large/ Heavy Products Delivery (Sofas, Large Armchairs, Heavy Dining Tables especially with Glass/ Marble) = £125.00.

*We will contact you once your order is placed with us, to confirm if your ordered item(s) are applicable for this delivery charge of £125.00.

We offer this service, to ensure your products arrive in perfect condition, and will be delivered into your room of choice.  No fixing to internal walls, or electrical work is included. Please contact us for a quotation if the price is not shown at checkout for your address.

Delivery to Highlands and Islands and Northern Ireland are not included in the Mainland UK charges or free delivery offer. An additional fee will be necessary for delivery and be arranged prior to completion of your order. Deliveries are made to your front door (if you live in an apartment, or flat your order will be delivered to the building entrance). Our Courier delivery does not include assembly or unpacking, and occasionally the delivery company may require assistance to carry larger items.

Deliveries will take place from Monday to Friday between 9am and 6pm. Unless notified otherwise, items on the same order will be collated for single delivery. Therefore the item with the longest lead time will determine the length of time for delivery. Saturday deliveries upon request.

Depending on your location within the UK, you should receive your order no more than 3-5 days after your order is placed, for stock items (if the product is in stock).

If a product is out of stock we will notify you and advise the estimated delivery time, and offer you the chance to cancel your order (does not apply to 'Made to Order' Goods).

Goods will need to be signed for and if there are any damages to the box, we ask that you report this to us immediately. Claims regarding shortage or damaged goods must be made at the time of delivery and noted on the delivery receipt. No claims for shortage will be accepted after the delivery. Goods will be held free of charge for 1 week from the time that the goods are available for delivery. Storage time over and above this will be charged at the rate of £10.00 per order day. 


TOJO Design Limited does not accept financial liability for any loss due to late delivery.

For Made to Order products we shall advise you of the estimated lead time, and once we receive your order into our Warehouse, we shall contact you to arrange delivery.

For outside UK deliveries, please contact us at hello@tojodesign.com for a quotation.

Made to Order Goods:

Many of the items that TOJO provides are made-to-order in many different variations. Many of these products come from overseas. These items will be custom made as per your specifications at the point of purchase. All bespoke orders will need to be cancelled within 7 days from receipt of order acknowledgement. Bespoke orders after these 7 days cannot be cancelled. Examples of Made to Order (but not exclusive to) include sofas, cabinets, upholstered goods, rugs and any customers own material order items, as well as items manufactured to order - please contact us if you are unsure if this applies to your order. We ask that you check that all the details are correct before placing the order; we will assist you in doing this wherever it is possible. Please only confirm your order when you are sure that all the details are correct. Once the order has been delivered we cannot return or exchange your product unless it is damaged, faulty or a different specification to that which you ordered.

Lead Times:

Delivery lead times are shown as estimations on the individual product pages. After the order is processed, we will contact you with an e-mail confirmation of the confirmed lead time (once we have the delivery date from the manufacturer). Lead times vary for each product and manufacturer.

Should your order be delayed for any reason we will do our best to inform you, however in the unlikely event that your order hasn't arrived within the stated delivery time, you can contact us via the phone number or email address supplied on your order confirmation. Any foreseeable delays are communicated to our customers as soon as we are informed by the manufacturer.

Product Dimensions/ Access to and within your property:

It is your responsibility to check that the products on order will fit for delivery access/ will fit in the specified area where it is being delivered to. Please ensure you check the dimensions of the furniture before ordering to ensure it passes through any doorways, passageways, stairs and awkward corners. All of our product information pages contain the dimensions of each item. Please however take into consideration that items will be boxed, and therefore will have larger dimensions. Please ensure that the delivery address you provide for us is able to successfully accept delivery of your order. If your order is not able to be successfully delivered to the address which you provided then unfortunately this is your responsibility.

Goods that are unable to be delivered as a result of problems involving access that were not noted at the time of ordering will not be refunded, nor will any delivery cost. 
 Our delivery service will only deliver ordered goods. It is not our responsibility to move customers existing furniture.

Damaged/Faulty items

We will check all orders before they are shipped to you and we make every effort to ensure that your order is in perfect condition. We recommend that you check the quality of your products as soon as possible and if there is any noticeable damage then to please contact us on the phone number or email address provided in your order confirmation.

For all damages, we ask that you send us pictures / images of the damage within 3 days of receipt of the goods. All claims by telephone must be followed by an email containing said images.

Returns/Refunds

As per the Consumer Contracts Regulations, you have 14 days to return or exchange any item except for bespoke orders as outlined below. All returns are done so at the customers expense and it’s your responsibility to ensure that the products arrive safely and to the correct address. TOJO will aim to refund any correctly returned products within 7 days of receiving them. Correct products must be new and unused and in their original packaging. If there is any sign of usage or the product has already been opened or de-tagged then we will be unable to accept the return. We are unable to accept any item with any indication that it was used. Returns are at customers' own expenses. We advise you use an insured, signed for service.

For Point of Sale Returns at our Store, refunds are offered against a Proof of Purchase and within 28 days for unused items in their original packaging.

"Made to order items" are excluded from the above condition. After "made to order items" enter the production process, they cannot be exchanged, refunded or returned for a credit note.

All bespoke orders will need to be cancelled within 7 days from receipt of order acknowledgement. Bespoke orders after these 7 days cannot be cancelled. The products that make up Made to Order include sofas, cabinets, upholstered goods and any customers own material order items, as well as items manufactured to order, whereby you select a fabric, colour, material finish or size at point of order. - please contact us if you are unsure if this applies to your order. We ask that you check that all the details are correct before placing the order; we will assist you in doing this wherever it is possible. Please only confirm your order when you are sure that all the details are correct. Once the order has been delivered we cannot return or exchange your product unless it is damaged, faulty or a different specification to that which you ordered. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.

All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the
approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment,
within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your
refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at webstore@tojodesign.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at webstore@tojodesign.com and send your item to: 20 Wilson Street, Glasgow, G1 1SS.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is
received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift
giver and he will find out about your return.

Shipping
To return your product, you should mail your product to:

TOJO Design Ltd - Returns
20 Wilson Street
Glasgow
G1 1SS

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of
return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.