Everything you need to know about delivery, including costs, timings and what to expect with larger items. If you have any other questions, our friendly team is always happy to help.
Every product page shows an estimated lead time that already includes delivery.
These estimates are as accurate as we can make them. Occasionally an unforeseen delay happens — if it does, our support team will contact you promptly to keep you informed.
By our specialist 2-man service. Please allow 7–28 days given their size and weight, and our partner will contact you directly to arrange a convenient slot. These items can't be left in a safe place or with a neighbour, and must be signed for.
For insurance reasons, our partner can carry goods up to two flights of stairs (ground and first floor via a staircase). If your item can't safely reach your room of choice, the team will leave it in a safe, accessible spot — such as a ground-floor room, entrance or garage — or take it away, in which case a failed-delivery fee applies.
Our drivers always try their best to reach your room of choice, but will assess access and may decline if there's a risk to your property or to themselves.
Once an item is delivered to the agreed safe spot and accepted, any further moving is outside our service. Neither Otello's Home nor our partner can accept responsibility for damage or injury caused when an item is moved afterwards by you or a third party. This doesn't affect your statutory rights for damage present at delivery.
Pallet delivery is a kerbside service, delivered to the nearest accessible point — typically the kerbside or driveway entrance.
Pallet drivers aren't insured to enter properties or move goods inside, so moving the goods in is the customer's responsibility. Please arrange suitable assistance.
A flat, solid surface is needed for the pallet truck to unload safely — it can't operate on gravel, grass, slopes or uneven ground. If access prevents safe unloading, the pallet may be returned to the depot and redelivery charges may apply.
Yes. We ship across the UK including Northern Ireland, and worldwide. International orders are quoted individually so we can find the best possible shipping rate.
For a shipping quote, contact our team and we'll come back to you promptly.
Please check the item's dimensions and weight against your property's access points, and the route to your room of choice, before ordering — so it can pass through safely.
Check the number of parcels or pallets delivered, and inspect the outer packaging for any signs of damage.
If there's an issue, note it on the delivery note as you sign, then contact our support team directly.
Failed deliveries carry real cost — large, fragile items involve route planning, vehicle space and labour that we can't recover. If you need to change or cancel a confirmed date, please give at least 72 hours' notice to help avoid extra fees.
If a delivery fails, a charge equal to our delivery cost for the initial attempt will apply. For full transparency this is the same as the original delivery cost. Our team can advise further if you need it.
Some products ship directly from our suppliers. Depending on the item this may be by pallet, a small courier (such as FedEx or Interlink) or the supplier's own delivery team — call our office if you'd like to confirm which will be used.
Some orders may arrive with the manufacturer's branding rather than ours — rest assured the items are still from Otello's Home.
Where items in one order are ready at different times, we may send your order in parts. If part of your order hasn't arrived within the estimated window, please contact support.
For delivery quotes, access advice or estimated timings, please email hello@otelloshome.com or get in touch through our contact page. Our team will be happy to help.
