Delivery Policy & Costs
We fulfil most of our deliveries with our own vehicle fleet and trained drivers in order to maintain a high level of customer service and to minimise damage in transit.
Where possible our furniture is delivered fully assembled for your immediate, stress-free enjoyment. In some cases, some minor assembly may be required. It may be possible to deliver some items flat-packed if you prefer or there are access issues. If there are access issues at the time of order, we may be able to arrange assembly in situ for an additional cost. Please make us aware of this upon placing your order. For further details, please contact us on 020 8655 6241 during our office hours.
By limiting our deliveries to mainland England, Wales and parts of Scotland on a bi-weekly basis we are able to offer an efficient service to the majority of the population.
We usually deliver within two weeks of receiving your order with costs as set out below:
Standard Delivery
Please note that we deliver between 07:00 and 19:00 hours. We cannot guarantee a time slot, although you are more than welcome to request AM or PM delivery, and you can call us to track our driver to see if we can update you on their progress.
At the time of order, please advise us if there are any issues with access/parking for vans or access into the garden such as steps, restrictions of width or obstacles. Failure to do so may result in an abortive delivery and a subsequent redelivery charge. Cyan cannot be held responsible for any damage caused as a result of there being insufficient access to place the items in the garden.
Should any items need to be carried through the house it is the responsibility of the customer to ensure that floors and carpets are protected and that there is clear access to the garden. Our driver will act as assistant to the customer to move the items through the house and neither our driver nor Cyan will be held responsible for any damage caused as a result of moving items through the house. We are not obliged to carry items through a property and if our driver decides the items will not fit he is entitled to treat the delivery as a curb side delivery.
Delivery of Large Items
You will be contacted to arrange a convenient delivery date for larger items delivered by our own fleet of vans. With larger items such as tree seats, large benches and large tables our drivers will require assistance.
We may be able to offer a 2-man delivery service for larger items. This will be quoted on an individual order basis. Please note that for tables 3m or over in length further assistance may be required in addition to the driver and mate.
Delivery of Smaller Items
Smaller items such as cushions, some parasols, bases and accessories will be sent via Royal Mail or a courier and will generally be dispatched within 3 working days from receipt of order.
Scotland
We deliver to parts of Scotland approximately every 2/3 weeks, in season (March to August). Delivery costs to Scotland are quoted on an individual order basis. We will advise the costs after receipt of order. We cannot guarantee a delivery date as deliveries to Scotland take place over a 2-day period though we will endeavour to provide an anticipated date of delivery. We regret we do not deliver to all parts of Scotland, the Highlands or Islands, although we are able to deliver to your preferred freight forwarder for onward delivery at your own cost and risk. Tables are delivered flat packed.
Northern Ireland, Isle of Man, Isle of Wight & Islands
We regret we do not deliver to Northern Ireland, Isle of Man, Isle of Wight or Islands, although we are able to deliver to your preferred freight forwarder for onward delivery. Please note, this is at your own cost and risk.
Overseas Delivery
We do not deliver overseas although we are able to deliver to your preferred freight forwarder for onward delivery at your own cost and risk. We can provide weights and volumes of products for you to arrange shipment which will be at your own risk. You will be responsible for any customs or import duties levied once the goods reach your country.
Cancellation, Returns & Exchanges
You can cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any bespoke, made-to-order items).
To cancel your order, you must notify us in writing with your name, address, telephone number, email address and details of your order, and send to: Cyan Returns, Unit 8 Gateway Business Park, Station Approach Road, Coulsdon, CR5 2NS. You can also use (this cancellation form), call us on 020 8655 6240 or email us.
To meet the cancellation deadline, you must send your communication advising that you wish to exercise the right to cancel before the cancellation period of 14 days from delivery date has expired. Please note that if we receive the cancellation notice after the cancellation period, you may have to provide proof of dispatch for return items posted back to us.
You cannot cancel your order if the goods are bespoke, made-to-order or personalised in any way.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with teak oil or a teak care product, the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order.
Effects of Cancellation
If you cancel your order, we will reimburse all payments received from you, including the costs of delivery, except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us.
You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging and in a resaleable condition. You should only open the packaging for one cushion (bought as part of a set) to check the colour, fabric, etc. and not all the cushions in the set. There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To mitigate this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
We will make the reimbursement not later than 14 calendar days after the day we receive back from you any goods supplied or 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
Costs of Return
You will have to bear the cost of returning the goods. You should return smaller items with a value up to approximately £100 via Royal Mail or courier and this will cost about £10 - £20. Please make sure you insure the goods and retain proof of dispatch which might be required by us in order to process a refund.
For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
There will be a surcharge for collection from Scotland of £20 - £100 depending on the location of the delivery address. In the event that delivery was to an agent/freight forwarder, collection will only be from the point of delivery not the onward customer address.
For items that have been taken offshore they must be returned to the original mainland delivery address and this cost will be borne by the buyer.
We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund and possibly incur more charges.
Cancellation By Us
We reserve the right not to process your order if:
i. We have insufficient stock to deliver the goods you have ordered
ii. We do not deliver to your area
iii. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers
If we do not process your order for the above reasons, we will notify you by email and will credit your account any sum deducted by us from your credit/debit card within 14 days.