Shipping policy

1. About this policy

1.1 This Delivery Information Policy sets out the formal terms applying to delivery of Products purchased from Haarfen.

1.2 It should be read with the Terms and Conditions of Sale, Returns and Refunds Policy, relevant Product page, checkout information, written quotation and Order Acceptance.

1.3 Our Shipping & Delivery page and FAQs provide practical guidance only.

The following hierarchy applies where documents conflict in relation to an order:

• mandatory law and statutory rights
• order-specific or bespoke terms expressly agreed in writing before Order Acceptance
• Product-page and checkout information shown before the order was submitted
• the Terms and Conditions of Sale
• the Delivery Information Policy and Returns and Refunds Policy for their respective subjects
• the Website Terms of Use for use of the Website
• the Shipping & Delivery page and FAQs as non-contractual practical guidance

The Privacy Policy, Cookie Policy, Legal Notice and Contact Information are notices and disclosures. They do not vary the sales contract. No lower-ranked document, later courier message or supplier communication may reduce mandatory rights or impose a new mandatory charge without the customer's express agreement.

1.4 No delivery provider, supplier or later message may reduce the service purchased or impose a new mandatory charge without the Customer's express agreement.

2. About Haarfen

This policy is issued by:

In this policy, "Haarfen", "we", "us" and "our" mean Haarfen Ltd.

3. Delivery area

3.1 Our standard website delivery service is initially available within mainland England and Wales.

3.2 Standard website delivery does not ordinarily include:

• Scotland
• the Channel Islands
• the Isle of Man
• other offshore islands; or
• international destinations.

3.3 Some remote, restricted-access or unusual mainland postcodes in England and Wales may require an individual written quotation.

3.4 Delivery to another excluded or remote destination may be considered individually, but we are not required to accept the order.

3.5 If your destination requires a quotation, you must contact us before ordering where instructed.

3.6 An order is not accepted merely because the website technically permits the address to be entered or the order to be submitted.

3.7 Any additional delivery charge must be agreed before it becomes binding.

4. Delivery service applying to your Product

4.1 Haarfen does not use one delivery service for every Product.

4.2 The applicable service depends on the Product, supplier, packed weight and dimensions, number of cartons, destination postcode, access requirements and optional services purchased.

4.3 The delivery method, price and expected timeframe will be shown or agreed before Order Acceptance through the Product page, checkout or a written quotation.

4.4 A Product or address requiring remote-area, oversized, unusual-access or individually quoted delivery will not be accepted until the full delivery charge and expected timeframe are disclosed and agreed.

4.5 Order Acceptance will confirm the contractual delivery arrangement. A later carrier or supplier message cannot reduce the service or impose a new mandatory charge without express agreement.

4.6 We may use a different suitable carrier or subcontractor provided this does not reduce the purchased service or legal rights.

5. Delivery service categories

Haarfen may offer the following delivery categories.

5.1 Parcel Delivery

Parcel Delivery is intended for smaller Products that can be carried through an ordinary parcel network.

Depending on the carrier and the instructions given, a parcel may be delivered:

• directly to the delivery address
• to an authorised neighbour
• to an authorised safe place; or
• to an approved collection point.

Parcel Delivery does not normally include:

• carrying the Product to a chosen room
• unpacking
• packaging removal
• assembly; or
• installation.

5.2 Standard Large-Item Delivery

Standard Large-Item Delivery is intended for bulky Products that do not require or include a full room-of-choice service.

Delivery will be made to the safest reasonably accessible point at the property, which may include:

• the doorstep
• a ground-floor entrance
• a communal entrance; or
• another safe location agreed with the delivery provider.

Unless expressly stated, Standard Large-Item Delivery does not include:

• room-of-choice placement
• unpacking
• packaging removal
• assembly
• installation; or
• moving existing furniture.

5.3 Two-Person Room-of-Choice Delivery

Two-Person Room-of-Choice Delivery means that the Product will be carried into an agreed room, subject to:

• safe and reasonable access
• the Product fitting through the available route
• suitable parking
• building restrictions
• the delivery team's risk assessment; and
• the specific service confirmed for the order.

Room-of-choice delivery does not automatically include:

• unpacking
• packaging removal
• assembly
• electrical work
• plumbing
• wall fixing
• installation; or
• alteration of the property.

5.4 Quoted or Oversized Delivery

Quoted or Oversized Delivery may apply where a Product, destination or delivery requirement is unusually:

• large
• heavy
• fragile
• remote
• complex; or
• operationally difficult.

The delivery service, price and conditions will be confirmed individually in writing.

6. Delivery charges

6.1 Delivery charges may be calculated according to:

• packed weight
• packed volume
• number of cartons
• destination
• delivery category
• access conditions; and
• optional services.

6.2 Additional charges may apply for:

• remote postcodes
• certain London postcodes
• congestion or clean-air charges
• tolls or ferries
• weekend delivery
• restricted access
• unusual handling
• packaging removal
• assembly
• prolonged storage; or
• another separately agreed service.

6.3 Where an additional mandatory charge becomes apparent before we accept the order, we will ask you to agree it before proceeding.

6.4 We will not add an optional paid service without your consent.

7. Delivery timeframes

7.1 Product lead times and delivery timeframes are estimates unless we expressly confirm a guaranteed date.

7.2 The expected timeframe may include time required for:

• supplier processing
• manufacturing
• import or inbound freight
• transfer to a specialist delivery warehouse
• order consolidation
• delivery scheduling; and
• final delivery.

7.3 Specialist delivery may not be scheduled until all Products allocated to that delivery have reached and been processed by the delivery provider.

7.4 Clearly disclosed pre-order, made-to-order, back-order and extended lead times form part of the agreed delivery period.

7.5 Where no different period has been agreed, Consumer orders will be delivered without undue delay and within the period required by applicable law.

7.6 You must tell us before ordering if delivery by a particular date is essential.

7.7 An essential date becomes contractually binding only where we expressly agree to it in writing.

8. Delivery dates and time windows

8.1 A requested delivery date is not confirmed until it has been confirmed electronically or in writing by Haarfen or the delivery provider.

8.2 Delivery windows are estimates and are not precise appointment times.

8.3 You must remain available for the full confirmed delivery window.

8.4 A driver may contact you shortly before arrival, but this is not guaranteed.

8.5 Arrival times may be affected by matters including:

• traffic
• weather
• road closures
• previous deliveries
• vehicle issues
• access problems; and
• events outside reasonable control.

8.6 If the delivery provider misses the confirmed date or window through no fault of yours, we will arrange another delivery and will not charge you a customer-caused failed-delivery fee.

9. Delivery contact and scheduling

9.1 Haarfen, a supplier, warehouse or delivery provider may contact you directly to:

• confirm availability
• arrange a delivery date
• provide a time window
• send tracking information
• ask access questions
• reschedule delivery; or
• notify you of a delay.

9.2 Contact may be made by:

• email
• telephone
• text message; or
• another electronic delivery-notification service.

9.3 You must provide accurate contact details and respond within a reasonable period.

9.4 Failure to respond may delay delivery.

9.5 If Products remain stored because you do not respond or cooperate in arranging delivery, reasonable storage charges may apply after advance notice.

10. Multiple Products and separate deliveries

10.1 Products forming one order may be supplied:

• by different suppliers
• from different warehouses
• through different delivery providers
• in separate consignments; and
• on different dates.

10.2 You may receive separate tracking or scheduling information for each consignment.

10.3 A delivery charge shown at checkout may cover one or more consignments.

10.4 We may combine Products into one specialist delivery where operationally appropriate.

10.5 We may instead deliver Products separately where this would:

• avoid unreasonable delay
• avoid excessive storage
• reduce the risk of damage; or
• reflect the suppliers and delivery networks involved.

10.6 We do not guarantee that Products from different suppliers will arrive together unless we expressly agree this in writing.

11. Parcel delivery instructions

11.1 Where the carrier permits it, you may expressly authorise delivery for the order to a nominated safe place, neighbour or approved collection point.

11.2 You are responsible for nominating a reasonably secure, weather-protected and accessible location.

11.3 A current order-specific instruction should be used. Haarfen and the carrier should not rely solely on an old preference that is not reasonably connected with the order.

11.4 Where the carrier follows your express instruction exactly and records credible evidence, delivery may be treated as completed and risk may pass at that point to the extent permitted by mandatory law.

11.5 This does not apply where the carrier ignores the instruction, uses the wrong neighbour or location, leaves the parcel somewhere obviously unsuitable or insecure, lacks credible delivery evidence, or otherwise fails to perform the agreed service.

11.6 Photographs, GPS, timestamps, signatures and driver notes are evidence but are not automatically conclusive where credible contrary evidence exists.

11.7 Haarfen may require a signature or responsible adult for high-value, fragile or theft-sensitive Products.

11.8 Large-item and room-of-choice deliveries will not be left unattended as safe-place deliveries.

11.9 Where delivery is made to a collection point, you must collect within the carrier's period. Reasonable direct redelivery or return costs may arise if an uncollected parcel is returned.

12. Authorised representatives

12.1 You may nominate another responsible adult to receive the delivery.

12.2 Your representative may:

• receive the Products
• inspect visible condition
• sign the delivery record; and
• provide reasonable instructions relating to the agreed delivery.

12.3 We and the delivery provider may treat receipt by that representative as receipt by you.

12.4 Your representative may not agree to:

• additional paid services
• a material change to the order
• disposal of Products; or
• another substantial contractual change

unless you have separately authorised them to do so.

12.5 You are responsible for ensuring that your representative understands the delivery arrangements and access requirements.

13. Customer access responsibilities

13.1 Before ordering, you must check the complete route from the delivery vehicle to the intended room or position, including entrances, doors, corridors, corners, stairs, landings, lifts and handling space.

13.2 You must consider packed dimensions where available and allow space for packaging and safe handling.

13.3 Before delivery, tell us about narrow roads, parking restrictions, permits, stairs, restricted lifts, access codes, loading rules, low ceilings, tight turns, long carrying distances and any other material restriction.

13.4 You must ensure the route is clear, safe and available and arrange building access, parking and a responsible adult during the delivery window.

13.5 Haarfen may rely on measurements, photographs and access information you provide.

13.6 Haarfen may help interpret dimensions and access information, but this is not a guarantee that a Product will fit unless a formal site survey is expressly agreed in writing.

13.7 Customer-caused failed-delivery costs may apply where measurements are inaccurate or a material restriction is not disclosed.

13.8 No such charge applies to the extent failure results from materially inaccurate dimensions or descriptions supplied by Haarfen, delivery of the wrong Product, an unsuitable service selected by Haarfen, or an error by Haarfen, its supplier or delivery provider.

14. Preparing for delivery

14.1 You must:

• ensure a responsible adult is present
• provide lawful and reasonably suitable parking
• clear the delivery route
• remove fragile or obstructive items
• take reasonable steps to protect floors, walls and surrounding surfaces
• keep children and pets safely away from the route; and
• follow reasonable safety instructions.

14.2 You must not require delivery staff to:

• take an unreasonable safety risk
• remove doors, windows, bannisters or fixtures
• climb through windows or over balconies
• move unrelated furniture
• undertake work outside the agreed service; or
• proceed where the route is unsafe.

14.3 The delivery team may refuse to proceed where delivery cannot be completed safely or without an unreasonable risk of injury or damage.

15. Flats, apartments and upper floors

15.1 Delivery to a flat or apartment depends on:

• the service purchased
• suitable stairs or lifts
• safe access
• building rules
• available parking; and
• the Product's size and weight.

15.2 Delivery to a communal entrance does not automatically constitute room-of-choice delivery.

15.3 Before delivery, you must disclose:

• the floor number
• whether there is a working lift
• lift-door and internal lift dimensions
• stair restrictions
• concierge or security procedures
• delivery-booking requirements
• loading-bay restrictions; and
• building access hours.

15.4 The delivery team may refuse to use:

• an unsuitable lift
• an unsafe stairway; or
• an access route that creates an unreasonable handling risk.

15.5 Additional handling charges may apply where unusual access requirements were disclosed and separately agreed.

15.6 Customer-caused failed-delivery charges may apply where a material access restriction was not disclosed.

16. Delivery to business premises

16.1 Delivery to an office, shop, hotel, restaurant, studio or other commercial premises is subject to the delivery service purchased.

16.2 You must disclose:

• loading-bay requirements
• booking systems
• permits
• security procedures
• vehicle restrictions
• delivery hours
• goods-lift requirements; and
• other site rules.

16.3 The delivery team is not required to wait indefinitely for access or authorisation.

16.4 Reasonable waiting, redelivery or storage charges may apply where access was not properly arranged.

16.5 Delivery to a business premises does not include:

• internal distribution across multiple rooms
• installation
• removal of existing furniture
• facilities-management work; or
• other services not expressly agreed.

17. Room-of-choice delivery

17.1 Room-of-choice delivery means carrying the Product into one agreed room, subject to safe and reasonable access.

17.2 The delivery team will determine whether the route can be used safely.

17.3 Room-of-choice delivery does not permit the customer to require delivery staff to:

• rearrange the room
• move existing furniture
• remove property fixtures
• alter the Product
• carry the Product through an unsafe route; or
• complete work outside the purchased service.

17.4 If the Product cannot safely reach the intended room, the team may:

• offer delivery to another safe and accessible location
• return the Product to the delivery network; or
• treat the delivery as failed where the problem results from undisclosed or unsuitable access.

18. Packaging removal

18.1 Packaging removal is included only where expressly stated or separately purchased.

18.2 Standard Parcel Delivery and Standard Large-Item Delivery do not normally include packaging removal.

18.3 Where packaging removal is included, the delivery team will remove only packaging associated with the Product delivered.

18.4 Delivery staff are not required to remove:

• existing household waste
• packaging from other Products
• existing furniture; or
• unrelated materials.

18.5 You should inspect the Product and packaging before disposal.

18.6 Where damage is identified, retain any packaging reasonably required for evidence until we confirm the next steps.

19. Assembly and installation

19.1 Assembly is included only where expressly confirmed on:

• the Product page
• the checkout
• a written quotation
• the Order Acceptance; or
• the delivery-service description.

19.2 Room-of-choice delivery does not automatically include assembly.

19.3 Assembly may be subject to a separate charge.

19.4 Unless expressly agreed, assembly does not include:

• electrical work
• plumbing
• wall fixing
• structural alterations
• removal of property fixtures; or
• connection to utilities.

19.5 You must ensure the assembly area is:

• clear
• safe
• sufficiently spacious; and
• ready before delivery begins.

19.6 Delivery staff may refuse assembly where the environment is unsafe or the work cannot be completed without unreasonable risk.

19.7 Electrical and specialist installation must be carried out by a suitably qualified person.

20. Removal of existing furniture

20.1 Delivery does not include:

• removal or disposal of existing furniture
• moving existing furniture between rooms
• dismantling existing Products
• clearing unrelated packaging; or
• general household-waste removal.

20.2 These services will be provided only where Haarfen expressly agrees to a separately specified service in writing.

21. Customer collection

21.1 Customer collection and click-and-collect are not available.

21.2 Orders must be delivered through Haarfen's approved fulfilment arrangements unless we expressly agree otherwise in writing.

21.3 Customers must not attempt to collect Products directly from:

• Haarfen's suppliers
• warehouses
• delivery depots; or
• logistics partners

without our prior written agreement.

22. Storage units and forwarding addresses

22.1 We may refuse delivery to:

• self-storage facilities
• freight forwarders
• parcel-forwarding services
• PO boxes
• temporary holding addresses; or
• another address where safe receipt cannot reasonably be verified.

22.2 Where we agree to deliver to a storage or forwarding provider nominated by you, that provider may be treated as your authorised representative.

22.3 To the extent permitted by law, Haarfen will not be responsible for loss or damage occurring after the nominated provider has accepted the Products.

22.4 Any onward transport arranged independently by you is not part of Haarfen's delivery service.

23. Changing the delivery address

23.1 You must check the delivery address carefully before placing your order.

23.2 Address-change requests must be sent to care@haarfen.com.

23.3 A requested change is not effective until we confirm it in writing.

23.4 We may be unable to change the address once the order has entered:

• supplier fulfilment
• manufacturing
• warehousing
• carrier booking; or
• dispatch.

23.5 An address change may affect:

• delivery availability
• the delivery charge
• the delivery service
• the expected date; and
• the carrier used.

23.6 Reasonable additional costs may apply where a delivery movement has already been booked or begun.

23.7 We may require further identity or payment verification before agreeing to a material address change.

24. Cancelling or rescheduling a booked delivery

24.1 Delivery dates and windows remain estimates unless expressly guaranteed.

24.2 A responsible adult must be available throughout a confirmed specialist-delivery window.

24.3 The first reasonable rescheduling request made before the stated carrier cut-off will not automatically incur a charge, except for an unavoidable direct cost already incurred.

24.4 A late cancellation or change after the cut-off may result in recovery of the reasonable direct cost charged or incurred.

24.5 Any charge will be explained before rebooking.

24.6 No Customer charge applies where Haarfen, its supplier or delivery provider caused the change.

24.7 Statutory cancellation rights remain unaffected.

25. Failed delivery

25.1 Delivery may be treated as failed where a responsible adult is absent, details are incorrect, access is blocked or unsafe, an undisclosed restriction prevents delivery, the Product does not fit for a Customer-responsible reason, parking or building access was not arranged, delivery is refused without a valid Product issue, or another matter within the Customer's reasonable control prevents completion.

25.2 Haarfen may recover reasonable and proportionate direct redelivery, return transport, waiting, handling and storage costs actually or reasonably incurred.

25.3 Applicable charges will be explained before redelivery or extended storage is arranged.

25.4 Haarfen will not impose a punitive administration fee.

25.5 No Customer-caused failed-delivery charge applies to the extent the failure resulted from inaccurate Haarfen dimensions or descriptions, the wrong Product, an unsuitable service selected by Haarfen, or error by Haarfen, its supplier or delivery provider.

26. Repeatedly declined delivery dates and prolonged storage

26.1 Once a Product is ready, Haarfen or the delivery provider may offer a reasonable selection of available dates.

26.2 Haarfen is not required to offer every preferred date or indefinite free storage.

26.3 If the Customer repeatedly declines reasonable dates, does not respond, fails to provide required information or requests prolonged storage, Haarfen may give written notice stating:

• that the Product is ready
• the delivery dates or action required
• any reasonable free storage period
• when storage charges will begin
• how charges will be calculated
• the consequences of continued non-cooperation

26.4 After notice, Haarfen may recover reasonable storage, handling and redelivery costs reflecting actual or reasonably incurred loss.

26.5 Continued material non-cooperation after a reasonable final deadline may permit suspension, return to a suitable warehouse or supplier, or cancellation for material breach where legally permitted. Deductions will be limited to reasonable direct loss and the remaining balance refunded.

27. Severe weather and unsafe conditions

27.1 Delivery may be delayed, rescheduled or refused where it would be unsafe or unreasonable because of:

• severe weather
• flooding
• ice or snow
• road closures
• unsafe external access
• emergency restrictions; or
• another hazardous condition.

27.2 The delivery team may make the final safety decision at the property.

27.3 No customer-caused delivery charge will apply where delivery cannot proceed solely because of conditions outside your control.

27.4 A charge may apply where the hazard arose because you failed to disclose or remedy something reasonably within your control.

27.5 We will arrange a revised delivery date as soon as reasonably practicable.

28. Visible damage or incorrect Products

28.1 Inspect the external condition and apparent identity of Products as soon as reasonably possible.

28.2 Consumers are asked to report visible damage or an incorrect Product within 48 hours where reasonably possible. This is an evidence and investigation request, not a deadline extinguishing statutory rights.

28.3 Business Customers should report visible damage or incorrect Products within three Working Days. Late reporting may affect a claim only to the extent it materially prejudices investigation, mitigation or recovery.

28.4 Retain packaging and provide photographs, video, delivery records and other reasonably available evidence.

28.5 A signature or delivery record does not prevent a valid claim for concealed damage, fault, incorrect Product or misdescription.

29. Missing items and incomplete consignments

29.1 Products may arrive in multiple cartons or separate consignments.

29.2 Consumers are asked to report missing cartons, components, shortages or incomplete consignments within 48 hours where reasonably possible. Reporting later does not automatically remove statutory rights.

29.3 Business Customers should report apparent shortages within three Working Days. Late reporting may affect a claim to the extent it materially prejudices investigation or recovery.

29.4 Check labels and delivery information before concluding that a carton or component is missing.

30. Proof of delivery

30.1 The delivery provider may record delivery using:

• a signature
• a delivery photograph
• GPS data
• timestamp information
• an electronic confirmation
• a driver note; or
• another reasonable delivery record.

30.2 Evidence of delivery to an authorised neighbour, safe place or representative may be treated as evidence that the carrier completed the authorised delivery instruction, subject to applicable law.

30.3 For large-item and room-of-choice delivery, a responsible adult should normally be present to confirm receipt.

30.4 Proof of delivery does not prevent a valid claim concerning concealed damage, a defect, an incorrect Product or another legal issue.

31. Risk in the Products

31.1 Where Haarfen arranges delivery, risk passes when the Customer, or a person identified by the Customer, takes physical possession, subject to mandatory law.

31.2 An expressly authorised neighbour, safe place or collection point may constitute delivery where the carrier complies with the current instruction and records credible evidence.

31.3 Risk does not pass merely because a carrier independently leaves a parcel unattended or fails to follow the instruction.

31.4 Where the Customer independently appoints a carrier not offered by Haarfen, different statutory rules may apply.

31.5 Where Products are delivered separately, risk passes separately for each consignment.

31.6 Haarfen remains responsible during transport arranged by Haarfen until risk passes under the applicable legal rules.

32. Delivery delays

32.1 We will notify you where we become aware of a material delay and provide a revised estimate where reasonably possible.

32.2 Consumers may have the right to cancel where:

• delivery by an expressly agreed date was essential and we fail to meet it; or
• we fail to deliver within a reasonable additional period requested by the Consumer.

32.3 Where a Consumer validly cancels because of non-delivery, we will refund the affected Products and applicable delivery charges.

32.4 A delay affecting one separately deliverable Product does not automatically permit cancellation of the entire order unless:

• the Products were sold as an indivisible set; or
• the remaining Products would serve no reasonable purpose without the delayed Product.

32.5 Statutory rights remain unaffected.

33. Events outside our reasonable control

33.1 This section applies only to an event genuinely outside Haarfen's reasonable control that could not reasonably have been prevented, avoided or overcome and materially affects delivery.

33.2 Examples may include severe weather, flood, fire, natural disaster, widespread infrastructure or carrier disruption, government action, legal restriction, public emergency or external industrial action.

33.3 Ordinary supplier failure, inaccurate stock information, inadequate planning, avoidable subcontractor failure or increased cost is not by itself an event outside reasonable control.

33.4 Haarfen will notify the Customer of a material effect, take reasonable steps to mitigate it and provide a revised estimate where reasonably possible.

33.5 Mandatory delivery, cancellation and refund rights remain unaffected.

34. Returns and collections

34.1 Delivery cancellation and Product-order cancellation are separate matters.

34.2 Returns, change-of-mind collection costs, faulty Product collections and refunds are governed by our Returns and Refunds Policy and Terms and Conditions of Sale.

34.3 Do not return Products to our registered office unless we expressly instruct you to do so.

34.4 Contact care@haarfen.com before arranging any return.

35. Your statutory rights

35.1 Nothing in this Delivery Information Policy restricts the statutory rights of Consumers.

35.2 Where this policy conflicts with a right that cannot lawfully be excluded, the statutory right will apply.

36. Contacting Haarfen

For questions about delivery, access, scheduling, damage or missing items, contact:

Please include your order number where available.

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