How can we help you?
Find the answers you need—how can we assist you
Common questions
Where is my order?
Standard delivery time is 3-10 working days. Once a delivery date has been confirmed by our delivery partners, we will be in touch via email to advise a date and an AM or PM slot. This will be sent at least 24hrs prior to delivery. Our team is unable to advise of exact delivery dates before this.
Can I track my delivery?
Unfortunately, the specialist furniture couriers we use do not offer an online tracking facility, if you need to track your order on day of delivery, please email our team quoting your order number and a member of our team will contact the selected courier for an update.
What does Kerbside delivery mean?
Kerbside delivery is a service that delivers items to the nearest kerbside at a specified address. It's often used for large, heavy, or bulky goods. Occasionally drivers will place smaller boxed items just inside your front door but this is at the drivers discretion. For health and safety reasons, our delivery drivers are not permitted to enter your property. As most of our furniture is fully assembled, you may want to consider having someone at home to help you bring your new furniture into the rooms you would like them in, as well as any help you may need with unpackaging or assembly.
How can I return my item?
Orchard Home offers a 30-day, no quibble money back returns policy. If you're not happy with an item and wish to return it, please advise us within 14 days of receipt and return within 30 days for a full refund. The item must be posted via a fully insured and trackable service. All items must be returned in their original packaging. A refund will be issued within five days of the item being returned. Please send tracking details to info@orchard-home.com once the return has been posted.NB We do not accept responsibility for returned items lost or damaged in transit so please make sure they are packaged correctly and are covered by the courier.
My item has arrived damaged or has faults how do I open a claim?
To open a claim for damages or faults please email info@orchard-home.com stating your order number and a description of the issue. Please attach images or videos to the email as we are unable to process a claim without supporting evidence. Our team will investigate the claim and offer a resolution as soon as possible. Please note claims for damages must be received within 24hrs of receipt of the goods. NB Our policy for damages only covers items delivered to the agreed address. If the items have been forwarded to another address by a party not affiliated with Orchard Home, we cannot accept responsibility.Please note claims for damages must be received within 24hrs of receipt of the goods. NB Our policy for damages only covers items delivered to the agreed address. If the items have been forwarded to another address by a party not affiliated with Orchard Home, we cannot accept responsibility.
I ordered an item on pre-order when will I receive delivery?
Expected restock dates for pre-order items are indicated on the product page and also in the pre-order confirmation email you will receive once an order is placed. This date is the date goods are expected to arrive into our warehouse. Please allow an additional 10 working days for delivery.
NB Whilst we make every effort to track incoming shipments and reflect this in our estimates, occasionally delays outside of our control occur. We will update pre-order customers with any significant delays at the earliest.
Do you offer delivery to my area?
Please check our delivery information page for a list of excluded delivery areas by postcode by clicking here.
Do you offer finance?
Yes, Orchard Home offers financing options through Klarna, allowing you to spread the cost of your purchase over time. You can choose flexible payment plans at checkout. For more details, visit our website or contact customer support.
Didn't find an answers to your questions?
Our customer support team is here to help you. Please contact us for further assistance.