Lead Times, Delivery & Returns

Lead Times

CURRENT LEAD TIMES:

Most orders are currently being delivered within 3 -6 weeks, although many are ready sooner.

As every order is individually sourced, matched and delivered by our own team, delivery times can vary slightly depending on your location, the furniture you've ordered and where we are on our current delivery schedule.

Rather than asking customers to pay weeks in advance, we'll contact you as soon as your order is ready to arrange a convenient delivery day and time.

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.

A Different Way of Doing Things

As we're not a conventional furniture retailer, we do things a little differently. Every Outlet House order is individually sourced from pre-loved furniture and personally delivered by our own team.

This allows us to offer carefully matched furniture, a more personal delivery experience and payment on delivery, giving everyone greater peace of mind throughout the process.

Delivery Information

Every order is individually sourced from pre-loved furniture before being carefully prepared for delivery. As each piece is unique, our delivery process is a little different from traditional furniture retailers, allowing us to offer a more personal service from start to finish.

Delivery Areas

We currently deliver throughout much of the South West & South Coast, including:

Devon
Cornwall
Dorset & Weymouth
Bournemouth & Poole
Southampton
Somerset
Bristol & Bath
Swindon & Wiltshire
Gloucestershire & Cheltenham

If you're unsure whether we cover your location, please don't hesitate to get in touch before placing your order.

Please note: That we currently only deliver within the areas listed above. Any orders placed outside of these locations will be cancelled before delivery is arranged, with no payment required.

Delivery Charges

£65.00 across all areas

How Delivery Works

Once your order is ready, a member of our team will contact you to arrange a convenient delivery day.

All deliveries are carried out by our own delivery team, allowing us to provide a more personal service and ensure your furniture arrives safely.

We'll provide an estimated arrival window wherever possible and ask that someone is available to receive the delivery.

As payment is made on delivery, we'll also ask that your chosen payment method is ready when your furniture arrives.

Lead Times

Current lead times are shown on each product listing and are updated regularly.

As every order is individually sourced and prepared, lead times may vary slightly depending on availability.

If you're moving house, completing a commercial refurbishment or need us to hold your order a little longer, we'll always do our best to accommodate where possible, just let us know when placing your order.

Returns & Exchanges

As every order is individually sourced and personally delivered by our own team, we'll always give you the opportunity to inspect your furniture on delivery before making payment.

We kindly ask that you take a few moments to check your order carefully and let our driver know if you have any concerns before accepting delivery. This allows us to resolve any issues immediately wherever possible.

Once payment has been made and delivery has been accepted, we treat the order as complete.

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 there is a problem

If you believe there is a fault or your furniture is not as described, please contact us as soon as possible after delivery so we can assess the situation and work with you to find a fair solution.

As we're a small family business working with individually sourced pre-loved furniture, we'll always aim to resolve genuine issues promptly and reasonably.