Delivery & Returns

Our Premium Delivery Service.

At Nicholas John we pride ourselves on service and quality. Everything we sell is beautifully made and our commitment to service extends to our premium delivery service.

Delivered with Extra Care

We have researched the market thoroughly and have trialed numerous companies. We believe we have now found our Ultimate Home Delivery Partner, a company that has the same ethos and is prepared to go the extra mile.

Our deliveries are carried out by B Star VIP (www.bstarvip.com) – A Nationwide 2 Man Home Delivery Company specialising in the Delivery & Assembly of Mirrored, Glass and Marble Products.

Many of our products are heavy and can easily be broken in the hands of the wrong carrier. Nobody wants the inconvenience of having to return a large item and waiting in again for a re-delivery. We want your item delivered perfect first time.

This means we invest significantly more on delivery than the majority of other Internet companies.

We offer Free delivery on all orders over £100. We currently delivery to Mainland UK Only. There are No Area Surcharges however some rural areas may need to wait an extra 5-10 working days for delivery.

Delivery Times

Please allow 1-10 Working Days for Delivery to Mainland UK addresses. ( Some Rural Areas may need to wait an additional 5-10 Working Days.

Please note we do not deliver to Northern Ireland.

Our FREE Premium Delivery includes Room Of Choice, Assembly and Waste Removal.

Please Note: Room of choice is only available, if the courier can move the package safely to the room without damaging either themselves or your home. This of course can only be assessed once the courier arrives at your home. Some staircases are too narrow or have difficult turns in them that could hinder our couriers being able to safely deliver items to bedrooms. Please bear this in mind when ordering especially with extremely large heavy items such as mirrored chests and dressing tables.

IMPORTANT – You are responsible for ensuring the product you have ordered fits into or can reach the room you require it to go in. If for whatever reason our delivery team cannot access the room of your choice, or the item is deemed too large/unsuitable on delivery you will be responsible for all associated delivery and return charges and this will be deducted from your refund.

Once an order has been dispatched and assigned for delivery, it cannot be amended or cancelled.

Delivery Process

As soon as B Star VIP collect your item they will plan your delivery and you will be sent a text message with a delivery date and 3 hour time slot as well as a delivery tracking link.

You will be asked to reply ‘YES’ to the text message to confirm this slot is suitable.

B Star VIP will never ask you to send money.

If the delivery date is not suitable the couriers will continue to offer you a slot when they next have vehicles in your area.

On the day of delivery when the Delivery Vehicle leaves the local depot you will receive an email with a LIVE Vehicle Tracking Link with a delivery ETA and 2 hour Delivery Window. The Delivery drivers will call when 30 Mins away so you don’t have to wait at home for them.

If you accept a delivery slot and are not home to accept your delivery then you will be charged for redelivery.

Deliveries cancelled within 24 Hours of Delivery may also incur a charge.

Delivery By Our Approved Manufacturers

Our Native Home, Heathfield & Co, Ariese Accessories, Malini and Twenty10 Design products are delivered by our approved manufactures. Your order will be delivered to your front door and delivery to room of choice and white glove service is not available on these products.

Delivery for these items does vary and can be up to 28 days.

Our approved manufactures will contact you directly to arrange a suitable day for delivery or advise suitable tracking information once dispatched.

Delivery Time

Our delivery schedule will depend on stock levels and whether your item has been made to order. Depending on where you are in the country we usually aim to have all furniture delivered within 1-10 Working Days.

Our courier company will contact you to arrange your delivery date, this will usually be at a time convenient to you and you will be sent a text message to book the day for delivery as well as a 3 hour time window. A more accurate time of delivery will be emailed to you on the day of delivery as well as a LIVE Tracking Link for the Delivery Vehicle.

Rest assured your order is important to us and we make it a priority to get your item to you in the shortest time frame possible.

Special Installation Service

Our FREE PREMIUM DELIVERY Service for all orders over £100 Includes Room Of Choice Delivery with Assembly & Waste Removal.

Unwanted Items for Return

We hope that you will be satisfied with your item however should you wish to return your item then please read the following:

• Item must be undamaged and unused
• Item must be in its in its original packing. Should the item return damaged or deemed unfit for resale we reserve the right to refuse a refund.
• You have 14 days to return your item from the day you receive it. Please inform us by email on [email protected], by phone on 020 8798 2559 or text / Whatsapp 07865 338 016. It is the responsibility of the customer to arrange and cover the cost of the return.
• Any bespoke furniture or artwork is not covered under the long distance selling regulations.

We want you to have every confidence in the way that we do business. Here is a link to the consumer site “Which” that is a useful guide on your rights when you buy online https://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations

Damages

Damages must be reported by email within 48 hours of receiving your item. Failure to report damages within the given time could mean we are unable to resolve the issue for you.