Shipping & Returns
This policy applies to purchases made by consumers from Sophie Harmer Home & Design.
Nothing in this policy affects your statutory rights. 

1. Delivery Area

​​We currently deliver parcel orders to mainland Great Britain, meaning mainland England, Scotland and Wales. We also deliver parcel orders to Northern Ireland, the Channel Islands, the Isle of Man or offshore islands.

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Vintage furniture delivery is available only to eligible postcodes within England, as explained below.

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The applicable delivery charge will be shown before payment is taken.

Our standard charges are:

• Greeting cards and A5 or A4 prints: £2.00

• Standard parcel delivery: £5.00

• Rattan baskets: £9.99

• Vintage furniture: calculated according to the delivery address and shown at checkout

Free standard delivery applies to eligible orders of £100.00 or more where confirmed at checkout. Products carrying a separate delivery charge, including vintage furniture and rattan baskets, are excluded unless expressly stated otherwise.

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We do not currently offer express delivery.

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Small parcel orders are normally dispatched within three to five working days.

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As we regularly attend shows and markets, dispatch may take up to ten working days during busy periods. Unless a different dispatch period is clearly stated on the relevant product page or agreed with you before purchase, parcel orders will be dispatched no later than ten working days after the order is placed.

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Rattan baskets are normally dispatched within five to ten working days.

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Working days are Monday to Friday, excluding public holidays in England.

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Dispatch times and carrier delivery times are separate. Any delivery date provided by us or Royal Mail is an estimate unless we have expressly agreed a guaranteed delivery date with you.

Unless a longer period has been agreed with you, goods will be delivered without undue delay and no later than 30 days after the contract is made.

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Small parcel orders are normally sent using Royal Mail. We may use another suitable delivery service where reasonably necessary.

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We remain responsible for the goods until they have been delivered into the physical possession of you, or another person identified by you to receive them. This does not apply where you independently appoint a carrier that we have not offered or arranged.

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You are responsible for providing a complete and accurate delivery address. Where an order is returned to us because an incorrect or incomplete address was supplied, or because delivery was repeatedly refused or not collected, we may require payment of the reasonable cost of redelivery.

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Please contact us promptly if an order has not arrived within the expected delivery period.

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For most goods purchased online, you have the legal right to cancel without giving a reason.

The cancellation period begins when the order is placed and ends 14 days after the day on which you, or a person nominated by you, receives the goods.

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Where an order is delivered in separate consignments, the cancellation period ends 14 days after the day on which the final item is received.

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To cancel, you must inform us before the cancellation period expires by making a clear statement that you wish to cancel. You may contact us at:

contact@sophieharmer.co.uk

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You may use the cancellation form at the end of this policy, but you are not required to do so.

Simply returning goods without telling us that you are cancelling may not be sufficient notice of cancellation.

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After notifying us that you are cancelling, you must return the goods without undue delay and no later than 14 days after the day on which you notified us.

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Returns must be sent to the address specified after notifying us of your cancellation.

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You are responsible for the direct cost of returning goods where you have cancelled because you have changed your mind.

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We do not provide prepaid return labels. We recommend using a tracked and appropriately insured delivery service and retaining proof of postage.

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You are responsible for taking reasonable care of the goods while they are in your possession and while arranging their return.

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You may handle and inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably inspect them in a shop.

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You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose. Where permitted by law, an amount reflecting that reduction in value may be deducted from your refund.

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Please return all components, accessories, labels and packaging supplied with the product wherever reasonably possible. Missing or damaged packaging will not automatically prevent a return, but a deduction may be made where its loss or damage has genuinely reduced the resale value of the goods.

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This section applies only to change-of-mind cancellations. Different rules apply where goods are faulty, damaged, incorrect or not as described.

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For a complete cancellation of an online order, we will refund:

• the price paid for the cancelled goods; and

• the cost of our least expensive standard delivery service, where a delivery charge was paid.

We are not required to refund the additional cost of any enhanced or non-standard delivery service selected by you.

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Where only part of an order is returned, the original delivery charge will not normally be refunded because the remaining goods were still delivered.

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Refunds will be made using the original payment method unless you expressly agree otherwise. We will not substitute store credit for a monetary refund without your agreement.

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We may withhold the refund until:

• we have received the returned goods; or

• you provide evidence that the goods have been sent back,

whichever occurs first.

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The refund will be processed without undue delay and no later than 14 days after that point.

We do not charge change-of-mind returns administration, handling or restocking fees.

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Free delivery is a conditional promotional discount applying only where the value of eligible goods retained from an order is £100.00 or more.

Where:

• an order originally qualified for free standard delivery;

• you make a partial change-of-mind return; and

• the value of the eligible goods you keep falls below £50,

the retained order will no longer meet the free-delivery condition. Our standard £5.00 delivery charge will therefore be applied to the retained order and deducted from the refund.

This adjustment does not apply:

• where the entire order is cancelled;

• where the returned goods are faulty, damaged, incorrect or not as described; or

• where the goods retained would independently qualify for free delivery.

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The statutory right to cancel does not apply to goods that are:

• made to your specifications; or

• clearly personalised for you.

Choosing from standard options offered on a product page does not necessarily make an item personalised.

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The exclusion does not apply where personalised or custom-made goods are faulty, damaged, incorrect or not as described.

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We do not offer a separate voluntary exchange service.

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Where an eligible online item is unwanted, you may cancel and return it in accordance with this policy and place a new order for the replacement item.

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This does not restrict any statutory right to a repair or replacement where goods are faulty.​

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Goods supplied by us must be:

• of satisfactory quality;

• fit for any particular purpose made known to us; and

• as described.

Please contact us promptly at contact@sophieharmer.co.uk if you believe that goods do not meet these requirements. Please provide your order details and a description of the problem.

Photographs may help us assess damage or faults but will not replace your statutory rights.

Where goods do not conform to the contract, you may have a short-term right to reject them within 30 days of delivery. After that period, you may have the right to a repair or replacement and, where the legal requirements are met, a price reduction or final right to reject.

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The precise remedy will depend on the circumstances and the applicable law.

Where goods are lawfully rejected because they are faulty, damaged, incorrect or not as described, we will bear the reasonable cost of returning them. You must not arrange an unusually expensive return method without obtaining our agreement where a suitable lower-cost method is available.

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Original packaging is not required in order to exercise statutory rights relating to faulty goods.

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Damage arising from misuse, accidental damage, failure to follow care instructions, alterations made after delivery or ordinary wear and tear is not treated as an inherent fault.

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There is no general legal right to return goods bought in person simply because you have changed your mind, the item is no longer wanted or it does not fit your intended space.

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We therefore do not accept change-of-mind returns or exchanges for purchases completed in person at shows, markets, fairs or other selling events.

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This does not affect your statutory rights where goods are faulty, not of satisfactory quality, unfit for a purpose made known to us or not as described.

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Our vintage and antique furniture has been previously owned and will usually show signs of age, use, restoration and natural variation.

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Known marks, wear, repairs, alterations and imperfections will be described or photographed as accurately as reasonably possible. Characteristics that have been clearly disclosed before purchase, or that are reasonably consistent with the item’s age, description, condition and price, are not treated as undisclosed faults.

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Vintage and antique furniture is not sold on a basis that excludes statutory consumer rights. The expression “sold as seen” does not remove your rights where an item is faulty or materially different from its description.

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Customers should review all photographs, measurements and condition information carefully before ordering and contact us before purchase if further information is required.

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Vintage furniture delivery is available to eligible postcodes within England. Availability and the delivery charge will be shown at checkout before payment is taken.

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Furniture is delivered personally by us using a two-person delivery service. Unless expressly agreed otherwise in writing, delivery is to the doorstep or nearest safe and reasonably accessible ground-floor entrance only. Delivery does not include internal positioning, assembly, removal of doors or windows, or removal of existing furniture.

Before ordering, you must:

• check the product measurements;

• measure all relevant gates, paths, doorways, steps and access points;

• tell us about restricted access, stairs, parking restrictions or other relevant obstacles; and

• ensure that a responsible adult is available to accept delivery.

We may decline to complete a delivery where doing so would create an unreasonable risk of injury or damage.

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Where delivery cannot be completed because the access information supplied was inaccurate or incomplete, the access is unsafe, or nobody is available at the agreed time, we may charge the reasonable direct cost of a further delivery attempt.

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Vintage furniture purchased online is subject to the statutory cancellation rights described in this policy unless it was made to your specifications or clearly personalised.

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Because furniture cannot normally be returned by post, you are responsible for arranging and paying for its safe return following a change-of-mind cancellation.

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You may either:

• arrange an appropriate insured return service yourself; or

• ask us to arrange collection, subject to availability.

The estimated charge for a return collection arranged by us will be equal to the original furniture delivery charge shown at checkout. This amount may be deducted from your refund.

The furniture must be kept secure, dry and protected until it is returned or collected. A deduction may be made for any diminished value caused by unnecessary handling, use, inadequate storage or damage occurring while the furniture is in your care.

No return or collection charge will be payable by you where the furniture is lawfully rejected because it is faulty, damaged, incorrect or materially different from its description.

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Collection may be available by prior appointment.

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An order is not ready for collection until we have confirmed this with you. Customers collecting furniture are responsible for bringing a suitable vehicle, protective materials and sufficient assistance to load and transport the item safely.

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Where you purchase online and collect from our premises, statutory distance-selling cancellation rights will normally still apply because the contract was concluded online.

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Questions, cancellation notices and return enquiries should be sent to:

Sophie Harmer Home & Design
Email: contact@sophieharmer.co.uk
 

Model Cancellation Form

You may copy and send the following information to us. Use of this form is optional.

To: Sophie Harmer Home & Design
Email: contact@sophieharmer.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:

Goods ordered:

Order number:

Date ordered:

Date received:

Customer’s name:

Customer’s address:

Date: