Luxury Beds
Estimated Delivery Lead Time: 2/3 Weeks (NOTE: if any bespoke variations are ordered, customer support team will contact you for your estimated delivery time)


Sofas
Estimated Delivery Lead Time: 2/3 Weeks ( Unless Otherwise as stated on product page)  

Our Customer Support Team will contact you with your specific lead time from order of anything bespoke furniture this includes made to measure sofas & made to measure beds.  

In stock: Novara Living Dedicated Delivery will deliver your order to you within the advised shipping time to your post code area found on our delivery and returns page.

Pre Order: If you have placed an order for a product which is available on Pre Order, please check the advised shipment week which is available to view on the product page. Once your Pre Order lands in stock, this will be delivered to you within the advised week. 

(All delivery timescales are approximate and location dependant)


Can I track my order?

At this stage we’re unable to offer tracking. However, Novara Living Dedicated Delivery is proud to offer one of the most transparent delivery services in our industry. All of our in-house drivers are fully accustomed with the difficulties of home delivery when it comes to furniture, with that in mind you can be certain that our driver will be in contact with you at least 24 hours prior to delivery. We also provide our driver's direct contact number, so if you wish to contact them in regards to your delivery please feel free to do so.

PLEASE NOTE: If our supply of products are delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In rare circumstances, we may have to cancel your order entirely, in which case we will refund you in full.


CAN I CHANGE MY SHIPPING ADDRESS AFTER 24 HOUR OF ORDERING?

Please update us of any address changes within 24 hours of your order being placed. Any address changes after this period may result in a delay in your order being shipped.

FAILED DELIVERY DUE TO FITTING

Oh no!  We're really sorry to hear that your delivery failed.  Our Logistics Team will automatically return this to our warehouse if there is room on their van on that day and we will contact you to see if you would like to change to a different sofa. If not, we will issue a refund within 10-14 working days. If the furniture item isn’t returned on the same day, it will be the customers responsibility to return this. 

 

Unfortunately, we're unable to refund the cost of the delivery attempt which took place. 

Before delivery, please ensure that the access route is clear and accessible and that your designs will fit through any doorways, staircases and similar. You can find the dimensions of all our products here on the website. If necessary, cover the floor and ensure that there is easy access to the room where you want the furniture to be placed.

Please note that for safety reasons the driver must not take off their shoes during delivery. It is therefore a good idea to put down a protective cover on sensitive floors.

You will always be informed of the date, time interval and price before you finally approve an order. When you place your order and before you pay, it will be made clear which delivery we can offer you. Likewise, when ordering and before paying, it will be clear how much freight will be added to your order. The shipping price depends on how much your order weighs and where you live.

You will receive a text message from us the day before your products are ready for delivery. On the day of delivery, the driver will call you about half an hour before arriving at your address. If your order is unexpectedly delayed, our customer service department will contact you as soon as possible to arrange a new delivery date that suits you.

3. Time of delivery

You can choose the time interval that suits you best on the day of delivery. Unfortunately, it isn't possible to provide a precise delivery time within the specified time of day, as all orders are delivered by different carriers, but the driver will call you approx. half an hour before arriving at your address.

Unfortunately, it is not possible to call the relevant driver directly, but if you provide a mobile phone number, we can send you a text message and call you before delivery.

Please note that if the driver's attempt to deliver your product is unsuccessful, you will unfortunately have to pay for a new delivery

Remember to write down the dimensions of your new furniture before picking it up to ensure there's enough space for it to enter your stairwell, flat or first accessible room in your home. You should also make sure the furniture can fit in the car you're collecting it in to avoid making a wasted journey. You can find the dimensions of all our products here on the website.


2. When you receive your items

It's important that you check whether you have received the correct products and whether there is any visible damage to the packaging or design. If everything is as it should be, the staff will ask you to sign for receipt.

If the packaging is damaged or shows other visible signs of being defective, you should sign for receipt, subject to any damage to the contents, or don't accept the product and leave it at our pick-up point.

If a product turns out to be damaged or defective after being unpacked, you should contact Novara Living Customer Services, who will help you find a solution. In order for us to quickly find the cause and a solution to the problem, you must contact Customer Services no later than five days after collection. Regardless of whether there is visible or non-visible damage, contact Customer Services. If you wish to return your designs, they must be returned in the same condition and in their original packaging. If you dispose of the packaging after unpacking, you will lose your right to return the item. It is therefore a good idea to fold up the packaging neatly and keep it somewhere safe until you've finally made up your mind.

REFUND AND RETURN POLICY

We understand that you may change your mind about your order and want to return this to us.  We are happy to accept any unwanted items back within 14 days of delivery as long as they haven't been used and are still in their original packaging.  

There are 2 ways to return your order to us.  You can either arrange to return it to our returns address in Leeds, U.K at your own expense, or alternatively we can arrange a courier which will cost £299.

If you would like to return your order, please read our full returns policy and complete our return form,  then our team will get back to you within 1 working day.

CAN I RETURN MY ORDER WITHOUT THE ORIGINAL PACKAGING?

We're really sorry to hear you want to return your order. The item(s) needs to be unused and boxed in their original packaging. If you no longer have this then please wrap your items in bubble wrap. This is so that they are protected on their way back to the warehouse.

RETURN COST 

Booking a Collection

If you would like us to book a collection for you this will cost £299.  We won't take an additional payment for the collection, we'll simply deduct this amount from your refund.

Returning Directly

If you would like to arrange to return your order to us yourself or with your own courier then there will be no charge for this. Once you have completed our returns form and our team have accepted your return, we will provide you with our full address. Please note, we're unable to accept any returns without this being arranged in advance with our team so please ensure you complete our returns form so we can help.

WHEN WILL I RECEIVE MY FUNDS?

Once we have collected your order, it can take up to 72 hours for us to inspect this and check it's in perfect condition.  As soon as this has been done, our team will process your refund and will send you an email to confirm.  Depending on who you bank with the refund can take up to 10-14 working days to clear in your account.


EXCHANGES

I want to exchange my order?

Should you wish to exchange your order for another item, this service is free within up to 90 days of your order being received. Should the product you wish to exchange to be higher in price than the initial product on your order, the difference in price will be requested by our Customer Support Team. Should the product you wish to exchange to be lower in price than the initial product on your order, an exchange will be carried out. Once the initial product is returned back to our warehouse, the difference in price will be refunded back to you as soon as possible. Please note your first exchange is free. Any additional exchanges which are not a result of a product being faulty are charged at a fixed fee of £50.00