Delivery Options

Delivery FAQs

At the time of your order, you will be given a delivery estimate with your order confirmation. Standard items are usually delivered within 2-3 working days. You will also be able to track your order via DPD's tracking link. We also use Parcelforce to deliver items as well, and you will be able to track your order using the communication you receive from them.

Furniture and large item orders, that typically require two people to deliver them, will take more time to arrive - particularly those that we do not hold in stock and have to be ordered in, or made to order. Delivery estimates are always given in the checkout , before you choose to pay. This delivery estimate will also be outlined on the product page, and on your delivery confirmation after you have ordered.

What time will my order arrive?

Deliveries will generally be between 9.00am and 5.00pm. For both small and large items you will receive a delivery window beforehand, as well as an email from Downtown as to when your order has been dispatched.

What happens if I am not at home when you try to deliver?

DPD and Parcelforce will leave a card at your address if you miss your delivery. They will also give you the option to leave the item in a safe place. Alternatively, you are also able to send your parcel to the nearest DPD Pickup shop to collect when convenient.

For Furniture and large items, you will receive an email and a text to confirm your delivery slot and it is imperative that you are there to receive your order. If not, we will be charged for a failed delivery, and we will require the person who ordered to pay the costs of that delivery - this will be the actual charge, or £50, whichever is higher

Can I choose my delivery slot?

Unfortunately not. With small items delivered by DPD, your friendly local driver will appear en-route to your home and assign you a two-hour window for delivery. For furniture and large items you will receive a two to four hour window from either our local team or third party courier beforehand so you know when to expect your delivery.

Can you deliver outside of mainland UK?

At present we only deliver to mainland UK. We can also process orders for smaller items to Northern Ireland, the Channel Islands and the Scottish Highlands for a slightly higher delivery cost. Unfortunately we cannot deliver furniture items outside of the mainland UK. For more information on this please contact us.

What should I do if my delivery doesn't arrive?

Please get in contact with us and have your order number to hand.

I no longer want my item, can I still cancel?

Orders cannot be cancelled once they have left our warehouse for dispatch. Please see our returns and refunds policy for further details. For 'made to order' items and special orders, there is a cancellation fee of up to 25%. In these circumstances we are unlikely to be able to sell your item again at full price.

Is delivery charged at the same rate to the whole of the UK?

Unfortunately not. Our delivery charges for both standard items (£5.95 / £10) and furniture (£35 / £60) do not apply to some parts of the UK, including the Scottish Highlands and Islands. For those regions, there is a premium charge. We can deliver small items to Northern Ireland, but unfortunately not furniture.

We also charge less for delivery to postcodes within 40 miles of our stores (£35), versus those that are out of this radius. (£60.) The checkout will reflect the charge to you, but please do contact us if any clarification is needed.

Why am I receiving a delivery from an external supplier when I have purchased from Downtown?

So that we can offer you an extended range of products, such as specialist and custom items, we arrange for certain products to be delivered to you directly by our approved suppliers.

In these cases, you will be always told in advance of any supplier deliveries, as it is mentioned on the product web page. However, should you have any issues with your delivery, you can always contact us and we will do our best to assist.

We offer different delivery services based on the size and contents of your order, which are listed below. If you are not clear on what delivery service you will receive, this will be presented to you within the checkout.

We offer standard parcel delivery to most parts of the UK, but please note that there is a premium charge for remote postcodes, Islands and Northern Ireland. This premium charge is added to your delivery cost when you order. Please also be aware that we do not deliver at weekends or Bank Holidays.

Unfortunately, most of our furniture range cannot be delivered to Northern Ireland.

If you would like an item sent to an address other than your billing address, please select this option in your checkout. Please note this option is not available for electrical items or finance payments.

Standard Delivery for Small & Standard size items

If your order is for a standard postal item, less than 30kg or less than 1.5m in length, it will be delivered by DPD.

Mainland UK* £60 or over - FREE

Mainland UK* under £60 - £5.95

Delivery is usually within 1 - 3 working days between 9.00am - 5.00pm Monday to Friday.

*Remote UK postcodes and Northern Ireland deliveries are charged at a premium rate

By providing us with your mobile number or email address, you will receive interactive texts and emails from DPD & Parcelforce, providing you with a precise delivery window and the option to track your parcel.

Please note parcels do not currently require a signature, but we cannot guarantee that they will be left with a neighbour if requested. You will have the option to redirect your parcel to a DPD Pickup shop.

Standard Delivery for Oversize items

If your order is for a postal item, less than 30kg but greater than 1.5m in length, it will be delivered by DPD or Parcelforce. Unfortunately, the extra size attracts a large premium, and therefore our charge is as follows:

Mainland UK* Delivery £10

Delivery is usually within 1 - 3 working days between 9.00am - 5.00pm Monday to Friday.

*Remote UK postcodes and Northern Ireland deliveries are still charged at a premium rate

Next Day Delivery for Small Items

If your order is for a standard postal item, less than 30kg or less than 1.5m in length and in-stock then you have the option to pay £7.95 to get this delivered the next working day.

Orders placed before 2pm Monday-Friday will be delivered the next working day. Orders placed after 2pm or over the weekend will be dispatched the next working day for delivery the following day.

*Next day delivery is not available for Northern Ireland and remote UK postcodes. Nor is this available for Furniture and large items including made to order items.

4 Hour Window Furniture & Large Item Delivery

For furniture, large items and products which weigh more than 30kg and require two people to deliver them, we charge a furniture delivery service.

Orders to postcodes within our local store catchment (40 miles) - £35

Orders to postcodes outside of our local store catchment - £60

Mattress Delivery most postcodes within mainland UK £30

*Remote UK postcodes are charged at a premium rate. Unfortunately, we cannot deliver furniture or other large two-person delivery items to Northern Ireland.

Depending on your location, your delivery will be made by either our local team or a third-party courier. All furniture and large item deliveries are made to your room of choice.

You will be contacted in the days prior to your delivery to confirm a delivery date and time.

Please note, if our furniture delivery partner delivers at a previously confirmed with you, and there is nobody at home to accept your order, Downtown will charge a no-show charge of £50 or the cost of the delivery, whichever is higher.

Downtown will not be held responsible should the items ordered fail to fit into the property, and in this scenario, we reserve the right to charge a non-deliverable charge of £50 or the cost of the delivery, whichever is higher.

Major Appliance Delivery

We currently only offer Major Appliance Delivery to local DN, LE, LN, NG, PE and S postcodes. If you wish to order outside of these postcodes, please get in touch for a quote.

Major appliances includes fridges, freezers, dishwashers, washing machines and tumble dryers.

Local delivery for appliances - £25

You can use our postcode checker on the product to see whether you qualify. All deliveries are made by our own local delivery team.

We also offer installation on selected appliances and uplift & disposal of existing appliances.

Washing Machine Installation - £25

Appliance uplift and disposal - £20

Islands and Scottish Highlands

Please note that deliveries to some parts of the UK, including the Scottish Highlands, Islands, and Northern Ireland are charged at a premium rate. Unfortunately, we cannot currently deliver Furniture and other items that are two-person delivered to Northern Ireland.

If you have a question about delivery to these areas or have a question regarding any order online that cannot be processed, please contact online@downtownstores.co.uk and we can advise as to your options and any surcharges

Furniture / Bed Assembly & Disposal

Furniture & Bed Assembly

We don't offer a full furniture assembly service on every product. We can undertake some basic assembly, such as screwing feet on sofas in some circumstances, or we can assemble items but would need to quote specifically for this. Please contact us for more details.

Please note that some of our furniture is delivered directly by the manufacturers, and some ranges are fully assembled by them as part of that service. Where this is the case, it will be detailed on the relevant product page.

Furniture & Bed Disposal

We can take away and dispose of most large items, including furniture and beds, if it is required. However, this is a paid for service. If you would like to know how much this would cost, please contact us and we can advise this, depending on the product and your postcode.

Thank you for your understanding.

Direct Delivery Explained

Any products that are labelled "delivered and assembled by our approved supplier", will be delivered to you directly by the manufacturer, or their chosen courier. By doing this we are able to offer your a more extensive range of furniture and other items at Downtown.

For larger items, delivery is also arranged by our supplier. They will contact you closer to the time of delivery with a proposed date.

Delivery Terms & Conditions - Furniture Orders

General Terms

Where your purchase must be ordered in or the delivery time is more than 30 days, you have the option to pay a 20% deposit at the time of order.

Delivery dates

For non-stock items, the estimated delivery date is provided to you in good faith based on the information we receive from our suppliers.
All delivery dates are approximate and cannot be guaranteed or implied as an exact delivery date
Downtown will make every effort to satisfy any critical delivery date if notified
Downtown will notify the customer of any delays which may occur
Prices are valid at the time of order
Downtown regret that prices agreed in your sales contact cannot be amended. We do not pass price increases onto the customer, but likewise, if the goods stated on the contract are reduced after the order has been placed we will not amend the agreed price

Settlement of Account

Unless notified otherwise by the customer, full payment will be taken prior to delivery being scheduled
Full order purchase price must be paid via debit/credit card or PayPal
Full and complete title to the goods will remain with Downtown until payment is made in full

Conditions of Sale : Furniture and large item delivery

All orders are subject to availability
For furniture deliveries outside of our own despatch team's catchment area, your customer details will be communicated to our trusted courier partner(s).
Deliveries are scheduled for specific areas on set days, however every effort will be made to accommodate your individual requirements.
For all furniture deliveries our courier will attempt where possible to give an indication as to what time a delivery can be expected. Please note that it is not possible to give a specific timed delivery.
The customer must action the removal of any doors, windows or objects in the room to ensure that access is clear prior to delivery being made
Downtown will not be held responsible should the items ordered fail to fit into the property
In cases of inadequate access, the delivery team may abort the delivery or on the customer's instruction attempt delivery under supervision. Any damage to the goods and/or property which may occur as a result are entirely at the risk of the customer
Wherever possible the delivery team will position the goods in an area as directed by the customer. Access to and from the room in question must be cleared prior to delivery. It is the responsibility of the customer to remove/dispose of any existing furniture necessary to aid the delivery team.
In most cases, all packaging will be removed and taken away. Please note that on rare occasions, this may not be possible.
Any items returned due to not fitting in the property are subject to a restocking fee, please contact online@downtownstores.co.uk for any questions on this.

Damages or shortages must be notified within seven days following delivery

Downtown accept no liability for any damages or shortage should notification be received after the seven day period has elapsed
If the customer fails to take delivery of the goods, Downtown will hold the goods for up to 14 days from the time of advising the customer we have received the goods. For any questions about a delayed delivery please contact online@downtownstores.co.uk