Delivery

Last updated: Jul 1, 2025

ECO DELIVERY — PARTNERSHIP WITH MAERSK

We are committed to adopting low-GHG fuel options. To date, we have successfully reduced ocean freight emissions by 5,000 metric tons. Over the next decade, we aim to further reduce carbon emissions by at least 1,000 metric tons per year, in collaboration with Maersk.

What This Means for You

Your Castlery order will support the transition to green fuels and reduce GHG emissions at no extra cost to you.

How It Works

For our shipments, Maersk replaces fossil fuels on its ships with green fuels* like green methanol or second-generation biodiesel based on waste feedstocks. The amount of carbon savings is calculated based on the energy used to move the containers, as reported by Maersk and verified by 3rd parties from Smart Freight Centre.

Maersk defines ’green fuels’ as fuels with low (65-80%) to very low (80-95%) GHG emissions over their life cycle compared to fossil fuels

Read more about Maersk ECO Delivery here.

DELIVERY INFO

At Castlery, we’re committed to getting your furniture to you quickly and smoothly. We take great pride in the way we manufacture our products, and we understand how important it is for them to reach you in perfect condition. That is why we collaborate with reliable third-party delivery carriers to deliver your orders with utmost care. We have established partnerships with multiple delivery partners to ensure the safe and prompt delivery of your order.

The speed of delivery depends on various factors such as the type of product, its availability, and the proximity of your delivery address to our warehouse.

All shipments are delivered Monday to Friday between 9:00 am to 5:00 pm.

SHIPPING FEES AND LOCATIONS

Shipping Fees

Shipping fees are charged for each shipment. If your order includes multiple products with different delivery lead times, we may split it into multiple shipments. During the checkout process you have the option to have individual items shipped as soon as they are available or to group all items in your order into one shipment. Each shipment fee is calculated based on your delivery location and the order subtotal. To determine the shipping fees for your order, enter your postcode in the checkout page.

Additionally, we offer free shipping on orders with a subtotal of £1,199 or more (excluding add-on services such as Room of Choice and White Glove) to selected delivery areas. To check if you qualify for free shipping, enter your postcode in the checkout page.

Shipping Locations

While we do deliver to most parts of mainland UK, the Scottish Islands, offshore islands (e.g., Guernsey, Jersey, Isle of Man, Isle of Wight, Isles of Scilly) and Northern Ireland, some remote areas may be excluded. To find out if we deliver to your location, enter your postcode on any product page or at checkout.

TYPES OF DELIVERY SERVICES

We offer different delivery options to suit your needs; Basic Shipping, Room of Choice and White Glove.

For selected products and postcodes, Room of Choice or White Glove delivery services are available at an additional fee per shipment.

Basic Delivery (delivered to the main entrance on ground level):

• Small items are delivered by our parcel carriers.
• Bulkier items may require assistance to your property's ground floor entrance.

This delivery service does not include delivery to your room of choice, unpacking, assembly, or rubbish removal.

Room of Choice Delivery

We deliver your items to the room of your choice within your home (includes 2 flights of stairs).

For the safety of our delivery carriers, please note that any items above 85kg would only be delivered to the ground floor if there is no lift access.

If the delivery involves more than 2 flights of stairs, please inform us at least 3 business days before the scheduled delivery date. Delivery to each additional floor (more than 2 flights of stairs) will incur an additional fee of £12 per floor.

This delivery service does not include unpacking, assembly, or rubbish removal.

White Glove Delivery

We deliver your items to your chosen room (includes 2 flights of stairs), unpack and assemble the items, and remove associated rubbish.

For the safety of our delivery carriers, please note that any items above 85kg would only be delivered to the ground floor if there is no lift access.

If the delivery involves more than 2 flights of stairs, please inform us at least 3 business days before the scheduled delivery date. Delivery to each additional floor (more than 2 flights of stairs) will incur an additional fee of £12 per floor.

EXCLUSIONS

Additional services such as Room of Choice or White Glove may be unavailable for certain postcodes. To find out if the additional service is available for your delivery location, enter your postcode in the checkout page.

SCHEDULING AND TRACKING OF SHIPMENTS

You may select a preferred delivery period during checkout.

If there is a need to change your delivery period, please inform our helpful Customer Care team at help.uk@castlery.com as soon as possible. Any changes to your order made after the order has left our warehouse would incur additional fees.

For delivery of small items by our parcel carriers, an email with a tracking link will be sent to you after your order leaves our warehouse. You may monitor your order’s delivery status via the tracking link.

For delivery of bulky items by our specialised delivery partners, you will be contacted directly by the delivery partner to confirm an exact delivery date closer to the delivery period you selected during checkout. If you live within Red Routes, please inform our delivery partner during the delivery scheduling call so that alternative arrangements can be made for your delivery.

RECEIVING ITEMS

Please inspect your items and the surrounding area upon delivery and report any damage to the item or to your property to the delivery partner and to us, with supporting photos. We will respond within 2 business days.

Where an item is found to be faulty, we will offer a repair, replacement, or refund in accordance with your statutory rights. If an identical replacement is not available, a comparable substitute or refund may be offered, subject to stock availability.

We aim to deliver your order within the estimated dates, but there may occasionally be delays due to circumstances beyond our reasonable control. A delay in delivery does not entitle you to cancel your order, unless delivery has not taken place within the estimated delivery dates and you choose to exercise your right to cancel in accordance with your statutory rights.

SIGNING OF PROOF OF DELIVERY RECEIPT (POD)

The Proof of Delivery (POD) is more than just a receipt of delivery; it is an acknowledgment that the goods arrived intact.

Before signing the POD, we recommend following this checklist:

1. Check all cartons for visible damage.
2. Confirm that you have received the correct items as per the POD and delivery order.
3. If you have White Glove delivery, please wait until all items have been assembled and there is no visible damage to the items before signing off on the POD.
4. If there is serious damage to a carton, bring it to the attention of the delivery team.
5. If there is any damage, take photos of the damage and cartons.
6. Indicate any property damage caused by delivery on the POD and take photographs and videos to document the damage.

Once you have inspected the shipment and documented any issues, you may obtain the delivery team’s signature or initials next to your notes about any damages on the POD.

Do not dispose the cartons until the issue is resolved.

AUTHORITY TO LEAVE

You may authorise delivery to be made in your absence by providing an 'Authority to Leave (ATL) instruction to us prior to dispatch of your order. This allows our delivery partner to leave your items at a designated location at your address in case you are not present during the delivery. Please ensure that the designated location is safe, secure, and protected from weather. Once delivery is made in accordance with your ATL instruction, the risk of loss or damage passes to you, and Castlery may not be liable for any loss or damage resulting from the ATL instruction after delivery has been completed.

DELAYING/HOLDING SHIPMENTS

Contact us to hold your shipment if your home is not ready. However, hold requests must be made before your order is processed and shipped from our warehouse. Any requests made after dispatch may incur additional collection and redelivery fees. As such, we strongly encourage you to reach out as soon as you have visibility of any delays or holds required.

You may request to hold your order at no additional charge for 2 months from the originally scheduled delivery period indicated in your order confirmation email. After this period, storage fees apply and will be charged at 6% of the item value per month.

DELAYED SHIPMENT/DELIVERY

While we strive to meet estimated delivery dates, we reserve the right to reschedule deliveries in the event of unforeseen circumstances. Specific delivery time slots cannot be guaranteed. If we are unable to deliver your order within the estimated delivery dates, you may have the right to cancel the order in accordance with your statutory rights.

ADDITIONAL CHARGES FOR REDELIVERY

Access

Please ensure that your items will fit through all access points (doors, staircases, and lifts) before confirming your order. Product and packaging dimensions are provided on our website product pages.

If a delivery attempt is unsuccessful due to access issues, a flat rate redelivery fee of £120 will apply.

Missed/Failed Delivery – Not At Home

Our delivery partners will contact you to schedule your delivery slot. If you are not present at the delivery address during your allocated and confirmed delivery slot, our delivery partners will wait for 15 minutes before leaving. All undelivered orders will be returned to our distribution centre and restocked. We will contact you to reschedule delivery at the next available delivery date and timeslot.

As your order was already shipped, delivery costs would have been incurred. As such, a flat rate redelivery fee of £120 will apply.

Incorrect Delivery Address

If your delivery fails due to an incorrect or incomplete address provided at the time of order, the undelivered items will be returned to our distribution centre and restocked. We will contact you to reschedule delivery at the next available delivery date and timeslot. A flat rate fee of £120 will be charged for redelivery.

DELIVERY RESTRICTIONS

We reserve the right to decline delivery to certain remote or restricted locations where the risk of loss, damage or access limitations is high. You will be informed of any delivery restrictions during the checkout process. In such cases, you have the option to use your own courier for delivery, but please note that you will be responsible for insurance and any loss or damage once the goods leave our facility.

Please be aware that we cannot deliver to PO boxes or Parcel Lockers. Our goods are typically delivered by courier or specialist furniture carriers directly to your door, requiring a signature upon delivery.