Swaye – Delivery Policy

At Swaye, we aim to provide a smooth, transparent, and reliable delivery experience for every customer. This Delivery Policy outlines how and when your order will be delivered, the services we offer, and what you can expect once your purchase has been made.

1. Delivery Areas:

We currently deliver to mainland United Kingdom.

Deliveries to Northern Ireland, Isle of Man, Channel Islands, Scottish Highlands, and remote areas may not be available or may require a delivery surcharge.

If delivery to your postcode is not possible, you will be notified at checkout before completing your purchase.

2. Delivery Services & Timeframes:

Delivery timeframes depend on the product and your location. Estimated delivery dates will be shown:

• On each product page
• At checkout
• In your order confirmation email

Estimated timeframes:

• Sofas, Beds, Frames & Furniture: Typically 7–14 working days
• Made-to-order or custom items: Timeframes will be displayed on the product page and may vary

All delivery estimates are provided in working days (Monday–Friday) and exclude bank holidays.

3. Delivery Costs:

Delivery costs are clearly displayed at checkout before you complete your order.

Many items qualify for free UK mainland delivery, while larger or heavier items may incur an additional charge.

There are no hidden fees. If delivery fees apply, they will be stated clearly on the product page and during checkout.

4. Order Processing:

Orders are processed Monday to Friday.
Once your order is dispatched, you will receive:
• A confirmation email
• Tracking details (where available)
• Information on the delivery partner assigned to your order

5. Delivery Partners:

We use reputable third-party couriers and two-person delivery services, depending on the item size.
Our partners may contact you directly to confirm a delivery date or time window.

6. Delivery Requirements:

For safe and successful delivery, please ensure:
• Your property is accessible for the delivery vehicle
• Someone aged 18 or over is present to receive the order
• The route to your room of choice is clear (if room-ofchoice delivery applies)

If a delivery cannot be completed due to access restrictions or the absence of a receiver, a redelivery charge may apply.

7. Missed or Failed Delivery:

If you miss your delivery, the courier will attempt to re-deliver or contact you to arrange another attempt.
Repeated failed delivery attempts may result in:
• A redelivery fee, or
• Cancellation of your order with return shipping costs deducted

8. Damaged or Incorrect Items:

If your order arrives damaged or incorrect:
1. Contact us within 48 hours
2. Provide photos and a brief description
3. We will arrange a replacement, repair, or refund depending on the situation

We aim to resolve all delivery-related issues quickly and fairly.

9. Pre-Order & Back-Order Items:

If an item is on pre-order or back-order, the estimated delivery date will be clearly displayed on the product page and in your order confirmation.
We will notify you of any significant changes to the expected delivery date.

10. Delivery Restrictions:

We reserve the right to cancel orders that cannot be fulfilled due to:
• Courier limitations
• Access restrictions
• Address or postcode eligibility

If this occurs, you will be notified and fully refunded.

11. Contact Us:

If you have questions about delivery or need help tracking your order, you can reach our customer support team at:
📧 support@swaye.co.uk
🕑 Monday–Friday, 9am–5pm