Shipping policy

At Otello's Home, we strive to provide a seamless and efficient shipping experience for our valued customers. Below are the important details regarding our shipping policy:

Delivery Fees:

• Free Delivery - Orders over £100 qualify for free delivery.
• Standard Delivery - For orders under £100, a flat delivery fee of £5 will be applied.
• Specialist White Glove Delivery - Our premium 2 man service is available for a flat fee of £30. This includes specialist handling throughout the journey as well as delivery to your room of choice, ensuring your items arrive safely and are placed exactly where you need them.

 

Delivery Time:

• All of our products display an estimated lead time on their respective product pages, which includes delivery. While these estimates are as accurate as possible, occasional unforeseen circumstances may cause slight delays. In most cases, your order will arrive within or even before the stated timeframe. If any unexpected delays occur, our support team will contact you promptly to keep you informed.

 

Northern Ireland & International Delivery:

• We ship to customers all around the world including Northern Ireland. Our international orders are quoted  individually, this allows us to find the best possible shipping rate from our couriers.
• If you would like a shipping quote for your order, please kindly contact our team here and they will get back to you promptly.

 

Important Checks Before Delivery:

• Due to strict insurance policies, our delivery partner is only insured to carry goods up to a maximum of 2 flights of stairs. If your item(s) is unable to be delivered to your room of choice, the delivery drivers will either leave the item at a convenient place, or they will take it away. If your item is taken away, unfortunately there are failed delivery fees that will apply. 
• Our delivery drivers will try their absolute best to deliver your item to your room of choice. However, they will assess the access to your room of choice and if they feel there is a danger to your property or equally to themselves in delivering large and heavy items, they may refuse to do so. In such cases, the same failed delivery charges will apply.

Large and Heavy Items:

• For large and heavy items, we use our specialised 2 man delivery service. Please allow 7-28 days for the delivery of such items due to their size and weight.
• Our specialist 2 man delivery partner will contact you directly to arrange a convenient delivery slot. Such items are unable to be left in safe places or with a neighbour. All goods must be signed for.
• Any failed deliveries will incur a redelivery charge. If your order is cancelled post dispatch, the shipping cost will be deducted from your refund.
• Due to strict insurance policies, our delivery partner is only insured to carry goods to the ground floor and first floor only via a staircase. If your item(s) is unable to be delivered to your room of choice, the delivery drivers will either leave the item at a convenient place, or they will take it away. If your item is taken away, unfortunately there are failed delivery fees that will apply.
• Our delivery drivers will try their absolute best to deliver your item to your room of choice. However, they will assess the access to your room of choice and if they feel there is a danger to your property or equally to themselves in delivering large and heavy items, they may refuse to do so. In such cases, the same failed delivery charges will apply.

Pallet Deliveries:

• Some large or heavy items may be delivered via a pallet delivery service.
• Pallet deliveries are kerbside delivery only. This means the pallet will be delivered to the nearest accessible point outside the property, typically at the kerbside or driveway entrance.
• Pallet drivers are not insured to enter properties or move goods inside.
• It is the customer’s responsibility to move the goods from the pallet into the property.
• A flat, solid surface is required for the pallet truck to unload safely. Pallet trucks cannot operate on gravel, grass, slopes, or uneven surfaces.
• If access restrictions prevent safe unloading, the pallet may be returned to the depot and redelivery charges may apply.
• Customers should ensure that appropriate assistance is available to move the item safely once delivered.

Item Dimensions & Weights:

• Before placing an order, we kindly ask our customers to review the item's dimensions and weights carefully to ensure that the item can pass through your property's access points and to your room of choice safely.
  

Inspection Upon Delivery:

• Upon receiving your order, we request that you carefully inspect the number of parcels or pallets delivered.
• Additionally, check the outer packaging for any signs of damage.
• If there are any issues, please make sure to note them on the delivery note while signing. Then reach out directly to our support team.
  

 

Failed Deliveries:

• Unfortunately failed deliveries come with a significant cost. Large and fragile items require specialist delivery involving route planning, vehicle space allocation, travel item, these are costs that we are unable to claw back. If you require changes to your confirmed delivery date, notice of at least 72 hours before your delivery to cancel to help avoid incurring extra fees.
• If your order has a failed delivery, unfortunately the customer will incur a failed delivery charge. For complete transparency, this will be equivalent to our delivery cost for the initial delivery. For further information, please kindly contact our customer service team who will be able to advise further.

 

 

 

NOTE: Some of our products are delivered directly from our suppliers. This delivery can vary depending on the item that is ordered but will either be delivered via a pallet delivery, small courier delivery (such as FedEx/Interlink etc.) or via their own delivery team. Please call our office if you would like to confirm which delivery method will be used.

Some orders may be delivered with small manufacturer branding instead of Otello's Home branding. Rest assured the items are still from us at Otello's Home however if you do have any further concerns please get in touch with our support team.

At times we do not send out a complete order since different items purchased may arrive at our warehouse at different times. If you do not receive part of your order within the estimate delivery period, please contact our support team.

Our aim is to make your shopping experience at Otello's Home as enjoyable as possible, and we hope this shipping policy provides clarity and transparency. Should you have any further questions or concerns, feel free to contact our customer support team for assistance at hello@otelloshome.com