Delivery & Returns


Fabric Orders
Fabric orders are dispatched by courier, from our Fabric Warehouse in Chichester, please allow 5 – 7 working days for standard delivery. Fabric samples are sent out by royal mail with a standard £2.50 delivery charge. We send all our fabrics out on a cardboard roll to avoid creasing. A £15 standard delivery charge is applied to all fabric orders.


Standard in-stock items
Standard in-stock items are delivered by courier, with a standard delivery time of 3 – 5 days (excluding fabric – please see above). Please refer to individual product pages for bespoke or pre-order delivery time frames, as these vary. If your order is a mix of in-stock items and pre-order items, we will dispatch your order when when all the items on your order are available.


Bespoke, personalised and made-to-order items
All bespoke, personalised and made-to-order items can be ordered online. Please refer to the delivery time stated on individual product pages as these vary.


What about International Deliveries?
Please note: we are unable to process international orders at present through our website. Please contact us and we will then contact you to confirm the details and shipping.




Delivery costs

Our delivery costs are as follows.

 

Small Item

Standard Item

Fabric

Medium Item

Large Item

Small Furniture

Medium Furniture

Large Furniture

Armoire (Delivery and assembly)

Standard Delivery

from £2.50

from £6.50

from £15

from £15

from £25

from £35

from £60

from £120

from £200

Express Delivery

from £5.50

from £9.95

Small Item
Standard delivery from £2.50
Express delivery from £5.50
Standard Item
Standard delivery from £5.50
Express delivery from £9.95
Fabric Item
Standard delivery from £15
Medium Item
Standard delivery from £15
Large Item
Standard delivery from £25
Small Furniture
Standard delivery from £35
Medium Furniture
Standard delivery from £60
Large Furniture
Standard delivery from £120
Armoire
Delivery and assembly from £200
The above delivery costs will vary for Scotland, Channel Islands and Northern Ireland. When placing your order through the website you will be presented with the delivery options available relative to your basket contents. Please note: all furniture orders to these regions will incur additional delivery charges. Please email [email protected] for an accurate quote.

Returns

What if I want to return something?
At Susie Watson Designs we want you to be delighted every time you shop with us. We understand however that occasionally you may want to return items. If you aren’t satisfied with your purchase, you can cancel your order at any time within 14 days from the date on which you receive it providing that you return it to us, in its original condition within 14 days from the date on which you cancel, for a refund. Please note, you are unable to cancel and we are unable to refund the items listed below.

1. Unwanted items returned later than 14 days from the date of cancellation of your order. 
2. Damaged items not notified to us by email within 48 hours of receipt.
3. All bespoke products including made-to-measure curtains and blinds, upholstery, furniture, bed linen and personalised items.
4. Any orders of fabric by the metre.
5. Any cut wallpaper.
6. Gift Cards. 
This does not affect your statutory rights.

How long will it take to process my return?
Please allow up to 14 days for us to process your return.

How do I return my item?
Returned items must be unused, in perfect condition and in their original packaging. If you would like to return your purchase, please complete the returns form that came with your order. For standard orders in a box up to 60x50x50cm in size and no more than10kg in weight, you can generate a returns label using our online form, which can be accessed by pressing the button below.
Please note : pieces of furniture, rolled rugs and large or heavy boxes (exceeding the dimensions or weight given above), are NOT included in this service. Generate a returns label Alternatively you can send your order back to us directly including your name and order reference. Returns should be sent to:

Returns, Susie Watson Designs,
59a Thornhill Industrial Estate,
South Marston
Swindon
SN3 4TA

Returnable fabric samples should be returned, including your name and order reference to:

Fabric Warehouse
Susie Watson Designs
28 North Street,
Chichester,
West Sussex,
PO19 1LX


What if I want to exchange something?
We are happy to offer an exchange for an alternative item, providing stock is available - you will need to pay an additional delivery charge to cover carriage for the replacement item. Please follow our returns procedure as above and note on the returns form, the item you would like to receive instead. Once your return is received at our warehouse, our Customer Services will contact you to take the additional payment before your replacement item is despatched.


What if my item is damaged?
Any damages to your order must be notified to us within 48 hours of receipt via email or letter. It will expedite resolution if you are able to include photographs of the damaged items. Please contact our warehouse on [email protected]


What if my item is faulty?
If you are returning a faulty item we will deal with your enquiry on a case by case basis. We will of course endeavour to replace the item, however if we no longer stock the item we will either find you a suitable replacement or offer a refund.


Can I return online purchases in-store?
We are unable to offer refunds in-store for any online purchases. Selected items (see below for exclusions) purchased online, may be exchanged for other goods or for a Gift Card, in any of our stores, within 28 days of order despatch. Items must be in perfect condition and in original packaging and accompanied by your order reference.

The following items are not eligible for exchange in-store: Furniture, Fabric & Trim, Wallpaper, Paint and Sale or Seconds items, please follow the returns guidelines above for any of these items.

What if I have a problem with my delivery once it's been despatched?
We hope that all our deliveries will go smoothly and arrive as planned, once despatched. Should you experience any problems with our courier service - please contact our Customer Service Department on 0344 980 8185, as we can usually resolve any delivery issues quickly.