FAQ’s

What are your delivery charges and timescales?

Standard UK delivery (UK Mainland – England, Scotland & Wales) is free on all orders over £50. Any orders under £50 will be charged at £3.99. All £3.99 orders will be sent via a tracked courier service.

Please allow 2-5 working days for delivery from the time of placing your order (excluding made-to-order furniture, see below). Please let us know if you require your delivery more urgently and we will do our best to accommodate your request.

We can deliver to the Scottish Highlands, Northern Ireland and Islands but an additional delivery charge will be incurred which will depend on the weight of the item and postal service used. In these instances, we can let you know an additional delivery costs before dispatching the goods.

Unfortunately, we don’t currently ship our items internationally but may consider this in the future. Please register your interest by emailing hello@orchardandberry.co.uk

What is your policy on returns?

We do hope that you are happy with your purchase however you have 14 days from receiving your order to request a refund or exchange. Should you require a refund or exchange, in the first instance, please drop us an email first to let us know the following:

  • the item you wish to return
  • your order number
  • whether you require a refund or exchange
  • a brief description of the reason for refund/exchange

In the unlikely event that your item is faulty, please notify us immediately including photographic evidence of any damage. We will quickly be in touch to let you know what you need to do next.

Please note that goods must be returned in perfect condition, in a re-sellable condition and sent back in the original packaging. Failure to do so may mean that we are unable to refund you.

We recommend that you use an insured and registered delivery service as we are unable to process refund items which are lost or damaged whilst in transit. Please note that you will be responsible for the return delivery cost unless the item is faulty.

How do I contact a member of your customer services team?

You can contact a member of our customer services team by calling 0177 787 0200 or alternatively by emailing hello@orchardandberry.co.uk.

What are your opening hours?

You can place an order on our site 24 hours a day, 7 days a week. However if you wish to speak to us our opening hours are 9-5pm Monday – Friday. You can also email any queries to hello@orchardandberry.co.uk and we will endeavour to get back to you asap within our working office hours.

Can I track my parcel?

Yes. Once your order has been dispatched, you will be sent a courier tracking number so you can track the status of your item(s) which are in transit.

Can I pay over the telephone?

No. At this point in time customers can only order online.

How can I use my promotional code?

If you have a promotional code you simply have to enter the code at check out and this will automatically calculate the codes discount off your order. Please be aware that we only accept one promotional code at any one time. Promotional codes cannot be used again sale items which have already been discounted.

Do I need to be at home when my item is delivered?

All furniture orders will be booked in with you prior to delivery and someone will be expected to be at home within the specified delivery timeframe as agreed. Non furniture items will be delivered using a tracked courier service – should you not be in when these items are delivered, you will be left a courier calling card and your parcel will be taken to your local postal depot for collection.