We know you can't wait to get your order...
We know you’re looking forward to receiving your Escapology purchases and so we have made our delivery service as efficient as possible.
When and how will I receive my order?
Your goods are dispatched as quickly as possible. We partner professional courier companies and all orders are dispatched to them as fast as possible. They usually deliver smaller items to you (UK mainland customers) within 3-7 working days, excluding bank holidays. Furniture takes a little longer and estimated delivery times are shown on the product page.
Is everything in stock?
To give you as much choice as possible, we offer a large selection of furniture, lighting, homewares and accessories.
Many of our products are held in stock. With larger items including furniture, lighting and more specialist pieces, we order these in for you and show the estimated delivery time on each product page. After you order we will give you a call to check delivery arrangements and will provide you with a more accurate estimate for delivery.
Our aim is always to give you clear expectations on the likely delivery times of each product and to communicate with you regularly if there are any delays. Our customer service and logistics teams are fully trained to minimise and resolve any problems for you promptly and effectively.
In the event that an item is temporarily out of stock, we will notify you of the delay as soon as possible, keep you regularly informed of the progress and dispatch it as soon as it arrives. Occasionally items will be more popular than expected and may sell out. Parts of our collection are also seasonal and therefore, towards the end of a season, products may become unavailable or discontinued. We will contact you as soon as possible if we discover any possible delays to your order.
Our collections include a variety of bespoke products such as headboards and sofas that are made to order specifically for you in your chosen materials or dimensions. Delivery of these items will generally be agreed with you prior to ordering. From time to time, textiles or materials that make up our bespoke products may be out of stock with our manufacturers and this may lead to a delay in the estimated manufacture times. Should this be the case, it is our policy to notify you of the delay as soon as possible, keep you regularly informed of the progress and dispatch it as soon as it arrives.
We partner a variety of courier and carrier services and will select the most appropriate service for your order. However much we try, sometimes due to circumstances out of our control, e.g. poor weather or international holidays or delays during peak periods with the couriers, dates quoted for delivery can only be estimated delivery dates and may be subject to change depending on the carrier network. This doesn't happen often, but it is possible. In these circumstances we cannot accept liability for any loss or damage (whether direct or indirect) for deliveries made outside the estimated date for delivery.
What about custom pieces and made to order furniture?
Larger pieces and furniture made to order (classified as special or non-standard goods) are dispatched as indicated in the product detail page. We will notify you by email when we receive your goods and give you an estimated delivery date. When your product has arrived, we will contact you by phone to agree a suitable delivery time.
How much does delivery cost and how long does it take?
We have four main delivery options for the UK each with their own costs:
1. STANDARD DELIVERY (SMALL ITEMS)
- Delivered within 3-5 working days
- Delivered Monday – Friday, usually between 8.30am - 6pm
- Free UK Delivery over £75; £5 for orders less than £75
2. FURNITURE, LARGER ITEMS, AND SPECIAL ORDERS
- Delivered within 3-6 weeks unless otherwise notified
- Delivered Monday – Friday, 8.30am - 6pm
- Individual costs are available in the shopping cart where applicable
3. NON MAINLAND UK
We deliver to most postal areas in the UK excluding Northern Ireland. Unfortunately, geographical location and courier availability restricts our service. Sorry, but we are unable to deliver to Northern Ireland, the Channel Islands, Isles of Scilly and the Isle of Man.
Our service to some remote postcodes is limited and may incur a delivery surcharge. If you are affected we will call you to discuss extended delivery timescales and costs. Please feel free to call us before you order if you want to check. For a guide, here are the postcodes that tend to be affected.
Please note that we reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.
We don't currently offer International Shipping.
4. MULTIPLE CONSIGNMENT ORDERS
Multiple consignment orders and part ship items may be subject to additional delivery charges, depending on the number, size and weight of your order. This is automatically calculated at the checkout and shown prior to making a purchase.
Do I need to be in when the delivery arrives?
Items are delivered by our couriers to the delivery address shown on the order, and they do need to get a signature when they leave the parcel with someone, so that they can update the tracking information and have a record of the delivery. We can deliver to your home, place of work or anywhere that is convenient for you.
If there is no one available, the courier will leave the package with a neighbour, take their signature and put a card through your door. If that is not possible, they will return the package to the local depot and contact you to rearrange delivery. If that fails, the package will be returned to our warehouse and we will contact you to rearrange delivery. For larger pieces of furniture or lighting, our couriers will contact you in advance to arrange a suitable time when you will be at home.
When do deliveries take place?
Deliveries usually take place between 8.30am and 6.00pm Monday to Friday. As we partner professional couriers to deliver your goods in perfect condition, Escapology does not schedule the delivery routes or rotas, and therefore, as a rule, we cannot advise on exact dates or times for deliveries. We can however do our best to work something out if your delivery is time critical. Remember that deliveries can be affected by Bank Holidays and Public Holidays – and, occasionally, the weather!
Why is tracking information not available?
Sometimes tracking information won't be available and this is usually due to the timing of packages arriving with, and being updated by the carrier. If you have any concerns please email us at firstname.lastname@example.org
What do I need to do if I need to return something?
If you need to make a return you can do so within 14 days of receipt*. We will be more than happy to offer you an exchange or a refund provided that the products are returned in resalable condition, complete, in perfect condition, unused, unwashed and with the original packaging.
*Unfortunately, we aren't able to offer our 14 day returns policy to non-standard, customised, customised, bespoke, made-to-order, special order products, or self-assembly items where assembly has commenced. For hygiene reasons, mattresses cannot be returned once the packaging has been removed.
Furniture items that have been purchased as ex-display from our stores cannot be returned. This does not affect your legal rights.
Just notify us of your intent to return the goods by calling us, or by email to email@example.com. Please return items in unused and in a perfect re-saleable condition, accompanied by a valid order reference. It is important for your own security that you obtain proof of postage and delivery as, under our 14 day returns policy, we cannot accept responsibility for goods that are lost or damaged in transit back to us.
If you are returning goods simply because they are unwanted or no longer required you will be responsible for the cost of returning them.
For online or telephone purchases we’ll refund the standard delivery charge, provided you return the full order. If you are only returning some of the items on your order, then we will only refund the cost of those items.
Please then return the goods in perfect condition, unused, unwashed and with the original packaging intact.
How do I set up a return or exchange?
Just give us a call on 01752 710489, Monday to Friday, 10 a.m - 5.30 p.m., or email us at firstname.lastname@example.org so we can get started on the return or exchange process. We’d love to hear your feedback too.