Lead Times, Delivery & Returns

Lead Times

CURRENT LEAD TIMES:

Orders placed in April will be scheduled for delivery in August

Please Note: All lead times are calculated in working weeks & exclude our Christmas & New Year closure period.

Our current lead time for April is for delivery in August, based on the number of orders in progress & the stock currently being processed & matched. We know that’s a broad window, but it’s in place for good reason. In many cases, it is sooner - we’ve had plenty of orders ready in around 6 weeks, depending on what’s coming in & how quickly your style becomes available. This window is there as a cushion to make sure we never overpromise & always deliver properly matched sets that feel right. As our furniture is individually sourced & matched from pre-loved pieces, in rare cases matching suitable items may take slightly longer, particularly where specific customer requests are involved. If this happens, we will keep you updated on the progress of your order.

This lead time may change as things get busier or quieter, but right now, this is the timeframe we’re currently operating within.

Why It Takes Time

We work with solid wooden, second hand tables & chairs & while the designs remain consistent, things like wood tone, height & overall condition can vary slightly from piece to piece - so every set needs to be hand matched with care.

We go through hundreds of chairs to make sure your set feels cohesive & balanced & this process takes time, especially when multiple orders are being fulfilled at once.

To Give You an Idea of What Goes on BTS: You might think, “If they’ve got a hundred of these chairs in stock, why can’t I have six now?” But matching sets isn’t as simple as just pulling from a pile when you’re dealing with sustainable, pre-loved items.

We might have 100 chairs in one style & a large portion of them may well match, but fulfilling multiple customer orders isn’t just about having the numbers. It’s about how those chairs can be divided into full, cohesive sets, based on the quantities each customer has ordered. For example: If several people have placed orders for 6 or 8 of the same style, we need to carefully allocate from that stock in a way that keeps each set consistent in tone, size, & condition. So while we might have a good amount available, the process of sorting them into the right groupings is where the real work & time comes in. One chair might not work in one set - but it might be ideal for another & with every new stock drop, that picture changes again. That’s the careful work we do behind the scenes & why some orders can go out sooner than others despite the date they were ordered.

When It’s Ready, We’ll Work Around You

As soon as your set is ready we’ll be in touch to arrange delivery at a time that suits you. If you’ve got a house move or renovation coming up & need us to hold it for a little longer, just let us know. We’re always happy to work around your plans where we can.

Compared to Bigger Retailers

To put that into perspective: Our lead times aren’t unusual. Even high street retailers like DFS & Sofology quote 12+ weeks for many of their made to order pieces. Often, that’s because they’re importing stock from overseas.

We don’t. We’re based in the UK, working with real, salvaged items & we use that same timeframe to do something more meaningful by putting together a eco-conscious product that’s been carefully matched & diverted from landfill.

Delivery Information

At Outlet House, we are committed to getting your order to you as quickly and efficiently as possible. We offer fast and reliable delivery methods.

As a small business we work with independent couriers who cover your location unless you fall within our "local" radius we will arrange everything with you directly and one of our own team will make the delivery to you.

Our shipping costs are standard across all products & we cover England UK Mainland at £85.00, Scotland at £235.00 & Wales at £115.00. We also offer delivery on Chairs only, to Northern Ireland at £145.00 but unfortunately cannot currently facilitate table deliveries. For larger quantities please contact us directly for a quote. We can also offer shipping to EU and if this is of interest to you, please also contact us directly for a quote. Please note that delivery fees are non-refundable in the event of a return, as they are paid directly to the independent courier service prior to delivery and cover their separate service costs.

All deliveries placed in April will be made during August unless otherwise requested by customers at the time of order & if you order chairs & a table together.

We can hold items for longer if you require us to in order to suit moving dates, commercial refurbs or such like circumstances.

The teams should be flexible with meeting convenient delivery days with you and all their details will be on your shipping confirmation email.

Returns & Exchanges

Because everything we offer is sustainably sourced & made from solid wood, each piece will naturally have its own tone, character, patina & signs of previous life. These subtle differences are normal for preloved furniture & are part of the charm that makes every item completely unique.

We show a wide variety of real life examples across our website & Instagram to give you an honest idea of what you can expect.

If you have a particular preference, such as a lighter tone, a more muted finish, or a specific style you’ve seen in our photos then please just leave a quick note in the checkout box. We will always do our very best to select pieces that align with what you’re looking for.

Behind the Scenes: Why Returns Work Differently for Sustainable Furniture

Every set we create is curated by hand. Chairs arrive to us individually, often in mixed batches & each order is matched by eye for tone, condition, height & overall feel so that your set is cohesive. This process takes care, time & a huge amount of behind the scenes sorting that happens daily.

When a set is returned it doesn’t go “back on a shelf”, it breaks the curation system. A matched set of 6 now becomes 6 individual items that need to be re-sorted, re-matched & reallocated into future sets without compromising the quality of anyone else’s order. This requires manual handling, fresh stock balancing & often waiting for new pieces to arrive before those items can be re-paired into complete sets again.

Larger retailers can absorb this easily because everything they sell is new, identical & mass produced. Our model is circular, low-waste & incredibly hands on, which means unnecessary returns increase transport emissions, disrupt the flow of stock, & reduce the sustainability of the system we work so hard to maintain.

Before you consider returning an item

One of the advantages of choosing solid wood furniture is its versatility. Many natural marks & variations can be easily softened or removed with a light sand, fresh wax or a simple refinishing product & we’re always happy to guide you.

If you’ve chosen to shop sustainably we kindly encourage you to stay open to small character features & the simple restorative options available before considering a return.

A large number of our customers take pride in bringing a piece back to life & this is a big part of keeping furniture in circulation & out of landfill & wherever possible, we prioritise offering replacements over returns as this is the most sustainable & lowest impact solution for matched sets within our circular system.

If you need to return something

If something doesn’t feel right, please notify us within 48 hours of delivery so we can assess it exactly as it arrived. This helps us resolve any issues quickly and fairly.

If a return is needed & the item matches the descriptions & examples shown across our website & social media, the customer is responsible for the return courier fee. A 15% handling fee may also apply to cover the careful re-sorting, re-matching & manual processing required to reintegrate returned items into future sets. This helps us keep our pricing fair and supports the sustainable, low waste model we’re committed to as a small family run business working with independent couriers.

If you simply change your mind, we always recommend reselling your piece locally through marketplace platforms. Our items typically retain great value thanks to their solid wood construction & we’re happy to help with photos or advice.

All returned items must arrive in their original condition and packaging.

If you’re unsure about anything before ordering, please get in touch, we’re always happy to help.