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Furniture special order terms & conditions

These terms apply to items ordered via the Internet, Debenhams mobile phone app and over the phone for furniture products including divan beds, bedframes, mattresses, garden furniture and barbecues. Internet offers relate to Internet transactions only and may not be available in store. Likewise, temporary or local special offers in store do not apply to Internet prices unless expressly specified.

1. Seller
The Seller is Debenhams Retail Plc, a member of the Debenhams plc Group of Companies. Registered in England at Companies House No. 83395. Registered Office 10 Brock Street, Regent's Place, London, NW1 3FG. VAT registration number 698797922.

2. Order process
2.1 Our display of products on our website is an invitation to treat and not an offer to sell those products to you.
2.2 An offer is made when you place the order for your products. Please see Customer Services - New Customers for information on how to place an order. However we will not have made a contract with you unless and until we accept your offer. (See point 2.5 below).
2.3 We take payment from your card, when we process your order and have checked your card details. Products are subject to availability. If we are unable to supply the products, we will inform you of this as soon as possible. A full refund will be given if you have already paid for the products.
2.4 If you enter a correct email address we will send you an order acknowledgement email and order update email(s). These are not order confirmation or order acceptance from us. Should you wish to amend your furniture order you must contact us within 48hours to advise us of the change.
2.5 Unless we have notified you that we do not accept your order or you have cancelled it, order acceptance and the creation of the contract between you and us will take place at the point you are notified that the products you have ordered are ready for delivery to the address you have given us (see 4.1 below). It does not take place until that stage, even though we may have debited your card (see 2.3 above) or we have sent acknowledging emails (see 2.4 above).
2.6 The contract will be formed at the place of despatch of the products.
2.7 All orders that you place on this website will be subject to acceptance in accordance with clause 2.5 of these terms and conditions.
2.8 We do not file details of your order for you to access and so please print out these terms and conditions and the order acknowledgement for your own records. If you require any information about orders you have placed with us please email us at

3. Payment
3.1 Payment may be made by any single one of the methods indicated on our website, we are unable to process orders with more than one method of payment. If paying by giftcard, please make sure that you have enough money available to spend on it before placing your order otherwise we will be unable to accept it.
3.2 All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.

4. Delivery
4.1 When your order is ready to be delivered the delivery team will contact you to confirm a date for delivery to the address specified. You should expect to hear from the furniture team two or three weeks before the estimated delivery.
4.2 Deliveries are normally booked at least 7 days in advance; if you need to change a delivery booking for whatever reason then this must be done with at least 48 hours notice or else a £25 charge will be incurred to cover the cost of the cancellation.
4.3 It is your responsibility to ensure that the products ordered can be delivered and will fit into the property and that any entranceways, hallways, corridors etc are wide enough for the products to pass through and will fit in the required location. In particular there should be space for the delivery vehicle to make the delivery. 
4.4 We shall have no liability to you in respect of any delay or failure to deliver a product due to circumstances beyond our reasonable control, including (without limitation) delay or failure caused by adverse weather, strikes or transport problems.
4.5 You are responsible for checking the condition of the products delivered and must highlight any issues with the delivery team. Should there be any issues the delivery team will direct all queries at this stage to the manufacturer who will agree a means of resolving the issues that are presented at this time. If you are not happy with the response from the manufacturer please contact Customer Service on 08445 616 161.
4.6 The delivery service varies, please see Furniture Deliveries for further information on what to expect when the product is delivered.
4.7 Please ensure that you read and adhere to care instructions provided. Should you have any issues prior to or following delivery please contact Customer Services on 08445 616 161.
4.8 We offer a mainland UK nationwide delivery service. Our delivery service does not include delivery to offshore islands including Isle of Wight, Isle of Man, Channel Islands and Scottish Isles.

5. Cancellation
5.1 Under the Consumer Protection (Distance Selling Regulations) 2000 which apply to Internet orders you have the right to cancel your order and receive a refund up to 7 working days after receipt of the products. This shall not apply to any products that are made to your specification or which are clearly personalised. The products must be kept in reasonable condition and made available for collection. A £75.00 charge will be made for the cost of collection. For outdoor furniture, barbecues & chimeneas, rugs, bean bags, headboards, bedframes, office chairs and desks, lighting, TV stands, Hi Fi stands, dining and bedroom mirrors the cost of collection will be £25.00.

6. General
6.1 All measurements are approximate.
6.2 The reproduction of colours is as accurate as the photographic and production process will allow.
6.3 The reductions shown in clearance sections are reductions from the original price charged on the website. Occasionally these prices may have applied more than six months ago. Please email Customer Services should you require further information by accessing Contact Us followed by Email Us.
6.4 All risk in the products we supply to you, in particular the risk of any loss or damage, shall pass to you on delivery of the products to the address you specify in your order. Ownership of the products shall not pass to you until we have received payment in full in respect of such products.
6.5 We shall not be liable for any indirect losses you may suffer, including any loss of profit, income or anticipated savings as a result of our failure to comply with these terms or our negligence. Save that our liability in respect of any death or personal injury caused by our negligence shall not in any way be restricted.
6.6 These terms, constitute the entire terms on which we will provide products to you and cancel and supersedes all prior arrangements and representations, whether verbal or written.
6.7 We may amend these terms from time to time at our discretion without notice to you. Any amends will be posted on this website and will supersede any terms and conditions previously published by us.
6.8 No delay or failure by ourselves in exercising or enforcing any of our rights or remedies under these terms shall operate as a waiver of those rights.
6.9 If any one or more of the provisions of these terms should be held by any court to be unenforceable, such provision shall be validly restated to as nearly as possible approximate the intent of the clause and, if such clause cannot be restated for any reason, shall be severable from these terms and deleted.
6.10 You may not assign or sub-contract any of your rights or obligations under these terms to any person without our prior written consent. No third party shall be entitled to enforce any of these terms whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.
6.11 All matters concerning and incidental to any offer or agreement for the purchase and sale of products from our website shall be in English and construed and governed according to English law and the English courts shall have exclusive jurisdiction in all such matters.