Terms & Conditions
Furniture Orders

Thank you for choosing Jarrold, we really appreciate your support. We hope you’ll love your new furniture as much as we do. We have furniture that is in stock, which we can offer quick deliveries on, as well as furniture that will be made specially to your chosen specification including fabric, colour, size and finish, which will take longer to be delivered to your home.

We hope you won’t need to cancel or return your order but understand that sometimes it’s unavoidable and we will always do our best to help. If you wish to amend your order, please get in touch with us as soon as you can and we will be happy to help. All orders are subject to our Terms and Conditions. Your Consumer Rights are not affected. Furniture orders are excluded from Jarrold’s normal 28 day returns policy.

1. Contract

1.1 By placing an order through our site or over the phone, you confirm that:

You are at least 18 years old

You are legally capable of entering into a binding contract

You are resident in the UK

1.2 We are Jarrold & Sons Limited, registered in England and Wales under company number 75278, and registered at St James’ Mill, Whitefriars, Norwich, NR3 1SH. Our main trading address is 1-11 London Street, Norwich, NR2 1JF. VAT no: GB 651 059 646.

1.3 After placing your order, you will receive an email from us confirming your order has been placed, we are then working on fulfilling your order. If you have ordered a Product that we have in stock, the contract between us (Sales Contract) will be completed when payment is taken for your order. If you have ordered Products which are being made to your own specifications, referred to as Bespoke Products, you will receive a telephone call from one of our furniture specialists who will go through your order with you. If you need to get in touch with one of our furniture specialists at any time, you can email them at furniture@jarrold.co.uk or speak with them on: 01603 697 258.

2. Your Consumer Rights:

2.1 You may cancel this Sales Contract any time and within 14 days beginning on the day after you receive the Products. In this case you will receive a full refund of the price paid for the Products in accordance with our Cancellation, Refunds and Returns Policy (set out in clause 7) below. The exception being if you have ordered products which are or have been made to your own specification, referred to as Bespoke Products (see clauses 4 and 7.5).

2.2 To cancel this Sales Contract, you must write in or email us. In addition, the Products must be in the same condition as you received them which for the avoidance of doubt and without limitation means that they must be in perfect resaleable condition and undamaged in any way. If you are returning a mattress, the protective packaging must be unopened. Please note that you have a legal obligation to take reasonable care of the Products whilst they are in your possession.

3. Purchase Of Items In Stock

3.1 All orders are subject to availability.

3.2 Prices are valid at the time of order and include VAT.

3.3 Payment in full is required on all Products purchased that we have in stock. Payment for all Products can be made by credit or debit card. We accept payment by bank transfer, Visa and Mastercard.

3.4 Payment for Products that we hold in stock is only taken when we have picked the Products and they’re ready to be packaged for delivery.

3.5 Prices are liable to change at any time but changes will not affect prices stated at the time of order.

3.6 We regret that prices agreed at the time of the Sales Contract cannot be amended. We do not pass price increases onto our customers once the Sales Contract has been entered into and likewise should the Products stated on the Sales Contract be reduced after the order is placed, we will not amend the agreed price.

3.7 Our website contains a large number of products and it is possible that, despite our best efforts, some of the prices of products on our website may be incorrect. We will normally verify prices as part of our dispatch procedures so that where a product’s correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a product’s price is higher than the price stated on our website, we will normally and at our discretion, contact you before dispatching the Product for your instructions or reject your order and notify you of such rejection. We are under no obligation to provide the Product to you at the incorrect lower price if the pricing error is obvious and could have been recognised by you as a mistake or mis-priced, even after we have confirmed your order.

3.8 If you wish to amend your order, please contact us within 48 hours of placing your order; by writing to us, by email or phone.

4. Purchase Of Bespoke Products

4.1 Bespoke Products are made to your specifications and all orders are subject to availability.

4.2 Prices are valid at the time of order and include VAT.

4.3 We require a deposit of 30% of the value of the order to be made at the time of ordering.

4.4 Payment for all Bespoke Products can be made by credit or debit card which must be received and cleared before delivery. We accept payment by bank transfer, Visa and Mastercard.

4.5 We aim to be competitive with our pricing and will match the price of identical products on sale locally at the time. Any price match will take into account costs relating to delivery, warranty, fitting and installation. Please note that we will match on a like-for-like basis only.

4.6 We regret that prices agreed at the time of the Sales Contract cannot be amended. We do not pass price increases onto our customers once the Sales Contract has been entered into and, likewise, should the Products stated on the Sales Contract be reduced after the order is placed, we will not amend the agreed price.

4.7 Our website contains a large number of products and it is possible that, despite our best efforts, some of the prices of products on our website may be incorrect. We will normally verify prices as part of our dispatch procedures so that where a Product’s correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a Product’s price is higher than the price stated on our website, we will normally and at our discretion contact you before dispatching the Product for your instructions or reject your order and notify you of such rejection. We are under no obligation to provide the Product to you at the incorrect lower price if the pricing error is obvious and could have been recognised by you as a mistake or mis-priced, even after we have confirmed your order.

4.8 If you wish to amend your order of Bespoke Products please contact us within 5 working days of placing your order; in writing, by email or phone. Please note that it won’t be possible to make any changes to your order if the Products have been put into production.

5. Delivery

5.1 We offer free, local delivery to addresses in Norfolk and North Suffolk using our own vehicles and delivery team.

5.2 If you live in England and Wales but outside our free delivery area a charge of £79 will be made. Please note that we will use a nominated third party delivery provider to deliver your Products and we will pass your details onto them. Prices for delivery in Scotland will differ and are available upon request. We are unable to deliver to the following locations: Northern Ireland, Channel Islands, Scottish Highlands, Off-shore Scottish islands, Isle of Man, Isles of Scilly and any locations outside the United Kingdom.

5.3 Either we or our nominated third party delivery provider will contact you to notify you when your Products are available for delivery.

5.4 For local deliveries, specific areas are scheduled on set days however every effort will be made to accommodate your requirements, subject to our delivery team being available.

5.5 Our delivery team will be able to give an indication of a time for delivery once the delivery date has been agreed but please note that it’s not possible to give a specific timed delivery.

5.6 You are required to take delivery on the date agreed between us or our third party delivery provider otherwise we reserve the right to charge you an additional redelivery fee. This payment will be due before redelivery.

5.7 For Bespoke Products approximate delivery dates are given and made in good faith based on the best information we have at the time from the Manufacturer/Supplier. We will work towards the approximate date but it cannot be guaranteed nor shall it be implied as an exact delivery date. Once we are in possession of your Bespoke Products either we or our nominated third party delivery provider will be in touch to arrange a delivery date.

5.8 We will endeavour to satisfy any critical delivery date and will notify you of any delays that may occur.

5.9 You are required to check that your Products will fit in your home and that our delivery team or our nominated third party delivery provider will be able to get the Products through doorways, up, down or around stairs and bannisters, etc.

5.10 Please note that it is your responsibility to remove any doors, windows, or make any other physical modifications necessary to ensure that access is clear prior to the arrival of our delivery team or our nominated third party delivery provider.

5.11 Wherever possible our delivery team will take the Products to the room of choice and place in the area as directed. Please ensure that access to and from the room is cleared prior to delivery and remove or dispose of any existing furniture necessary to aid our delivery team.

5.12 Our delivery team will do its very best to get your Products in the place you specify but please note that it is not our responsibility if the Products fail to fit into your property.

5.13 Our delivery team will remove all packaging except the protective packaging around mattresses.

5.14 You are responsible for checking the condition of the Products delivered and must highlight any issues upon receipt with the delivery team.

5.15 Should our delivery team be unable to gain adequate access, they will either abort the delivery or on your instructions attempt the delivery.

5.16 Should you instruct our delivery team to attempt the delivery, this is entirely at your own risk and the delivery team cannot be held responsible for any damage that may occur to the Products or any property.

5.17 Should the delivery be aborted then a redelivery charge will be made and payment required in full before redelivery. Our delivery team will be in touch to arrange a new delivery date.

5.18 Should you refuse the Products or fail to take delivery then we shall hold the Products for up to 14 days from the day we advised you that we have received them. Please note that you will incur storage costs. Further details are available on request.

5.19 Should you not take delivery of your Products after the expiration of 3 months from the date we advised you that we have received them then we shall without prejudice to our other rights dispose of the Products in any manner we may determine.

5.20 If delivery is to be made outside our local delivery area, we shall pass your details onto our nominated third party delivery provider, who will be in contact with you regarding a delivery date. Should you cancel the delivery or if you are not available to accept the delivery when our nominated third party delivery provider arrives at your address on the agreed day, we reserve the right to charge you for the cost of redelivery.

5.21 Failure for you to accept delivery of your Products from our nominated third party delivery provider will result in our having the right to charge you storage charges.

5.22 Our nominated third party delivery provider will exercise every caution and extend every courtesy during delivery. Neither we nor they can be held liable for any accidental damage to your property or person, however caused, and only enter your premises under these conditions.

5.23 Our nominated delivery provider will use reasonable endeavours to deliver your Products to a room of your choice. Please ensure that access to and from the room is cleared prior to delivery and remove or dispose of any existing furniture necessary to aid our delivery team. Delivery is always subject to the health and safety of the delivery personnel including manual handling guidelines and regulations as laid down by the Health and Safety Executive.

6. Settlement of Account

6.1 You will need to have completed the payment in full for your Bespoke Products prior to delivery being scheduled.

6.2 Our delivery team will contact you when your Products are available for delivery and will take the balance of payment due over the phone before scheduling a date for delivery with you.

6.3 We accept payment by credit or debit card Visa, Mastercard. Please note that credit payment authorisation will be obtained before delivery.

6.4 Full and complete title to the Products shall remain with us until payment is made in full.

7. Cancellation, Refunds and Returns Policy

7.1 Should you wish to cancel your order prior to delivery of a Product we hold in stock, please let us know by writing in or by email. We will refund you in full plus the cost of delivery, if any. If you wish to cancel your order after we have instigated delivery, our normal returns policy will apply (clause 7.2).

7.2 If you wish to return a Product purchased from items we have in stock, you will need to notify us as per clause 2.1 above. We shall refund the price of the Product provided that there is no evidence of use. We will charge a restocking and handling fee of £99 for each Product returned. You will need to return the Product to us within 14 days of notifying us of the cancellation and cover the cost of returning the Product to us. You can choose to send the Product to us or we can collect from you if you live within our free delivery area. Should we collect from you, you will be charged a collection fee. Please note that it is your responsibility to ensure that the Product arrives with us as we do not accept liability for goods lost or damaged in transit.

7.3 We will process the refund due to you as soon as possible and in any case within 14 days of the day on which we receive the Product back or evidence from you that you have sent the Product back.

7.4 We will refund any money received from you using the same method originally used by you to pay for the Products.

7.5 Should you wish to cancel an order for a Bespoke Product please let us know within 5 days of placing the order; in writing or by email. Please note that the order cannot be cancelled if the Product has started production, is in our possession due for delivery, or cannot be cancelled with the Manufacturer/Supplier. In such cases the Sales Contract cannot be modified or altered and must be honoured.

7.6 If the order for a Bespoke Product can be cancelled prior to production, a cancellation charge of 30% of the order value of the Product will apply.

7.7 Should it not be possible to cancel a Bespoke Product, as set out in clause 7.5, we reserve the right to make an offer for the Products based on the resale value.

7.8 It is your responsibility to check your Bespoke Product at the time of delivery and report any fault, defect or damage to our delivery team or nominated third party delivery provider. We will examine the Product and will contact you. Please note that any delivery or other costs incurred are to be agreed with us in writing in advance of you incurring them.

8. Products

8.1 All Product descriptions on our site are correct at the time of publication on our site. We reserve the right to amend the specification of Products without prior notice.

8.2 The measurements of the Products are as accurate as possible but are nevertheless approximate.

8.3 Finishes are applied to the exterior of some Products and due to the nature of the materials used, they may vary and shade variation can occur between different batches.

8.4 It is your responsibility to check all the details on the order form are correct, including the exact specifications of the Products and delivery details.

8.5 Stock availability and delivery dates provided on the website and subsequently communicated in any form are estimates and cannot be guaranteed.

9. Covid-19 Safety Notice

We can safely deliver furniture to a room of your choice*, with our trained delivery team, following strict safeguarding measures to protect them and you. If you’d prefer contactless delivery to your doorstep, garden, garage or outbuilding then this can also be arranged.

*Please note that delivery to a room of your choice may not be available for all areas as we use a third party delivery provider.

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