Welcome to House of Esperanto. We hope you will be delighted by our products.
Please find below our delivery & return conditions.
UK Mainland Deliveries
We deliver to the UK Mainland only.
We do not currently deliver to the Offshore (Scottish Isles, Isle of Wight, Isle of Man, Scilly Isles, and Channel Islands), Ireland or offer International Shipping. Sorry about this.
For items delivered via our specialist 2-man delivery partner, delivery will be to the room of your choice. You are responsible for any additional protection that may be needed for floors and walls.
Smaller items will be delivered via a courier (e.g. DPD) and will be to the front door only.
Shipping costs are based on the size of the item. Standard costs are as follows:
Standard shipping items: £9.95
Heavy Furniture items: £19.95
Certain areas may incur additional fees for heavy furniture items (e.g. Scotland, Highlands). We will contact you if this is the case after order placement and before your item is delivered.
It is your responsibility to check that the items that you have ordered will fit into your home prior to delivery. Please allow for the fact that packaging can increase the dimension size of the actual item ordered, hence please check that it can pass freely through doors and corridors and have space to turn.
Delivery of Your Order
For heavy furniture items, delivery is carried out by our 3rd party delivery partner. For standard items this will be delivered by courier.
We are not liable for any complaints relating to our delivery partners – but we will do all we can to support any queries to your satisfaction, where practically possible. We reserve the right to deliver your item using a different provider when required.
Our delivery partners employees will not remove protective footwear when entering houses, due to insurance obligations.
For heavy furniture, our 2-man delivery partner will contact you to arrange a suitable date and time, once they have received the stock into their warehouse.
N.B. In the case of furniture being delivered via our 2-man delivery partner, if the delivery is unsuccessful (for instance, you are not at the place of delivery at the agreed time or day, or any representative you appoint to accept your delivery), a re-delivery charge will be issued. If you require to cancel your delivery, we do need at least 72 hours’ notice to avoid additional charges being applied.
Delivery times vary by product on our website. Certain items from stock can be dispatched earlier, otherwise will be on a ‘Make to order’ basis, or backorder from our suppliers, which can take several weeks subject to availability.
The indicated delivery time information can be found on the individual product detail page, under the header: ‘Delivery.’
All items in stock, will usually be delivered within 10-14 days from order confirmation, however this could be sooner or later. Some products have an estimated delivery time which is stated on the product page.
Please note for furniture items to be delivered to Scotland and other remote areas, delivery may take up to 21 days for in-stock items.
We will not be liable for any costs associated as a result of a longer delivery time, but will ensure to do our best to meet the given timelines.
If multiple items are ordered only one delivery charge will be added to the total order cost, and this will be the highest individual unit delivery amount. If a combination of heavy and standard items are ordered together - they may in some instances be delivered via various carriers, on different days.
We use an online payment gateway that accepts all major credit cards to the highest levels of security, ensuring that your details remain secure throughout the transaction process.
We also accept payment with PayPal.
Accepting Your Delivery
Please ensure you thoroughly check your items for any damage at the point of delivery. Once goods are accepted from the courier /delivery partner and signed for, no responsibility can be taken by us for any loss or damage. In the unusual event that your item arrives damaged, please do not accept the delivery and email us for a replacement. All goods must be signed for by an adult aged 18 or over, on delivery.
If you are unsure about your purchase, please ensure that you keep all original packaging from the delivery, as we are unable to collect any furniture items without the original packaging.
For all items we are unable to accept returns after the 14-day period expires, from the day your order has been delivered.
Returns and Exchanges
We hope you will be delighted with your order, but we do understand that sometimes you may change your mind.
Please notify us within 14 days of receiving your item(s) if you want to make a return by emailing us on: Order@houseofesperanto.co.uk, quoting your order number and the items you wish to return.
For furniture items we will schedule a collection with our 2-man delivery partner. Costs vary per item but are approximately £70 for a sofa and £50 for an armchair.
The customer will bear all return shipping costs. Please email us if you would like an exact cost for your return.
All goods must be returned unused and unassembled in perfect condition (including original packaging) and remain in a re-sellable condition. Please do not mark the packaging.
Please take care when opening the packaging that the items were delivered in, and carefully re-pack the items in the original packaging prior to returning the items to us. We may charge a restocking fee if the item is not in a fully re-saleable condition.
We cannot give a refund for any item(s) not notified by email within 14 days.
Cancellations only apply to personal customers. These do not apply to business and trade sales.
We will do our best to ensure that our products are wrapped sufficiently to survive the journey to you, however we do have to rely on third party companies to deliver your item(s), and damages unfortunately do happen sometimes.
In the rare occasion that your items have arrived damaged or faulty, please email us on Order@houseofesperanto.co.uk along with your order number and pictures of the fault/damage.
Items deemed damaged on arrival will be organised for collection by us after you have contacted us. These will be inspected in our warehouse and if valid, refunds will be issued including the original delivery charge incurred.
Refunds will be processed within 28 days of receiving the goods back from you in our warehouse. The refund will be made via your original method of payment.
We will assess the condition of the returned item(s) in our warehouse, and determine any deductions as required.
We may make a deduction from the refund if:
- the items are damaged
- the packaging is not the same as it was delivered in, or not to the same standard.