We’ve tried to make our order, payment and delivery process as simple and transparent as possible. We advise customers to carefully read our Terms and Conditions prior to ordering to avoid any inconvenience for either side.

1. These Terms & Conditions

1.1 These are the terms and conditions on which we supply products to you, whether these are products or services, shown on our website (www.everythingbutordinary.co.uk) and/or in our showrooms. These Terms and Conditions will also apply if you make a purchase via telephone and/or email.

1.2 Please make sure you read these Terms and Conditions carefully before you submit your order. These Terms and Conditions tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

2. About Us

2.1 Everything But Ordinary is a trading name of Dream Design Interiors Ltd. We are Dream Design Interiors Limited (“We”, “Our” and “Us”) a company registered in England and Wales. Company registration number: 4951104. VAT number 393052455. Our registered offices are at Unit 5, Somerford Business Park, Wilverley Road, Christchurch, Dorset, BH23 3RU, United Kingdom.

3. Our Products

3.1 The images and descriptions of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours and textures accurately, colours and textures may vary from your screen to the product.

3.2 We reserve the right to change any services, product prices, product specifications and availability at any time. All prices and descriptions supersede all previous publications. All sizes are as stated by manufactures, errors and emissions excluded.

3.3 Wood, stone and leather are natural materials and as such there are natural variations in the colour, grain and texture over which we have no control and cannot guarantee that the products you receive will be exactly as the display product or website image.

3.4 Some of our products, particularly those that contain or are made from natural materials such as wood, marble or leather, may be delicate and you should avoid exposing them to heat, sunlight and other harmful chemicals, as the exposure may cause them to tarnish, colours to fade or other types of change. Marble is a natural material that is porous and therefore more susceptible to staining and chipping. Any acidic substance that may come in contact with marble will cause a chemical reaction that will etch and remove the polish from the marble. Acid etching cannot be removed, although can fade with time and develop patina. Marble is a soft material which can easily scratch. Sunlight affects different woods, fabrics and leathers in different ways, but sunlight, whether direct or indirect, will nevertheless always affect wood, fabric and leather colours over time. If you place an object on a wooden surface, the area around this may darken and leave a lighter patch when you remove the object which will usually come back to the same shade as the rest of the wood over time. Legs and feet fittings can leave pressure marks on flooring – we recommend the use of felt or plastic glides to minimise this where possible.

3.5 Chenille may show variations in colour, texture, and hand with the intention to create a more luxurious appearance and should not be considered faulty in any way. The yarns in any pile fabric such as chenille, velvet and microfiber suede will flatten and move creating irregular surface appearance and texture. These surface variations are the nature of the fabric and should not be considered faulty or defective. Pile distortion alters the angle of light reflection producing more obvious areas where the fabric has moved creating an appearance of shading or napping. Pile fabrics created using shiny yarns such as rayon or viscose further amplify light reflection and create even more obvious areas of light and dark patches. Velvet and chenille have a high abrasion resistance but are often not resilient to moisture from spillage or perspiration. This, in combination with pressure from sitting (including stocking & bare feet), may cause marking and shading as the pile crushes.

3.6 If you purchase the same products, whether in the same order or not, we cannot guarantee that the products supplied will be from the same batch, and can therefore not guarantee an exact colour/shade match.

3.7 If you purchase ex-display items, you should be aware that the price of these items reflects the fact that they may show signs of wear and use, and cannot be returned or refunded. Any obvious defects on these items (that are present at the point of sale) will be drawn to your attention. It will not be possible to reject the products, or claim a refund or repair at our expense, in respect of any of these defects.

4. Delivery

Platinum Delivery Service

4.1 Delivery can only be arranged once the outstanding balance has been paid in full. Subject to access restrictions, and only in respect of orders where Platinum Delivery has been chosen, the delivery team will attempt to deliver the product(s) to the room(s) of your choice and, if required, will unpack and take away the packaging, assemble the products and place in situ. You (or your representative accepting the delivery) will be asked to physically check the item(s), and sign our proof of delivery note, to confirm that you have inspected the goods and they are all in good condition. Regrettably, once this document has been signed, we are unable to accept any claim for damage, so please do inspect the products thoroughly before signing. If we have agreed a particular delivery date and time, but you are then out when the delivery team arrives, we will rearrange delivery, but an additional delivery charge may apply.

Standard Delivery Service

4.2 Standard Delivery is a kerbside service only, and does not include unwrapping or fitting of products. On a kerbside delivery service, the items will be delivered to the nearest hard-standing point to the property. For larger furniture items, the delivery driver may need assistance unloading the item(s). It is your responsibility to advise of any access/parking restrictions. If your order cannot be delivered due to access restrictions, you are liable for a stocking charge equalling 50% of the order value, and the full delivery charge.

Click & Collect

4.3 When a Click & Collect order is available for collection you will receive an email or telephone call advising you of this. You will only be able to collect an order after we have informed you it is ready for collection and only during our opening hours.

Delivery Access

4.4 You are responsible for ensuring that the product you are ordering is of a size that can be delivered into your home. If you have any questions or concerns about sizing, please contact us before placing your order. You should check in advance that the products will fit up stairways, through doorways and any awkward or restrictive space. If you come to realise your order cannot be delivered due to access restrictions, you may request that the order be redelivered to an alternative address, to arrange this please contact us. Please note that you will be responsible for all costs of storage and redelivery to the alternative address provided by you. If you do not arrange for a redelivery of the item within 2 months we shall be entitled to terminate the contract and you will remain liable for 100% of the order value and the full delivery charge as well as any storage costs.

4.5 Our delivery teams are unable to remove doors, windows or any other fixtures to facilitate the delivery. If this is required, we may be able to supply details of specialist companies in your area who will be able to assist you with this. Delivery teams are unable to attach products to walls or install any electrical products. If this is required we may be able to supply details of specialist companies in your area who may be able to assist you with this.

Lead Times

4.6 We will do our best to deliver your order to you within the timeframe we specify, however, lead times and delivery dates are estimates only. We cannot guarantee that orders will be delivered within the estimated delivery or lead times. Delays may occur due to circumstances beyond our control, such as delays by third party suppliers. No compensation shall be due from us to you for orders that are delivered after their estimated delivery dates and/or times. In the event of a delay, we will contact you as soon as possible to let you know and we will take and possible steps to minimise the effect of the delay.

International Deliveries

4.7 You should note that if you are purchasing products to be shipped outside the UK or EU, VAT will not be charged. On delivery to these countries, you may be liable for import duty and local taxes on your order, which will need to be paid to the carrier or local tax office before they will release the products. We will not be liable for any storage charges incurred due to late or non-payment of these tariffs or for any storage charges incurred due to late or non-payment of these tariffs or fumigation charges. You should contact your local tax office if you require more information about this.

4.8 Freight costs quoted are based on today’s prices and are subject to change. Once your items are
received in our warehouse, we will check current pricing and advise of any changes. Wherever
possible, we will endeavour to keep to the prices quoted, but occasionally, due to circumstances
outside of our control, freight costs may increase. If this happens, we will contact you to discuss the options available.

5. Ownership and Responsibility

5.1 A product will be your responsibility from the time we deliver the product to your address or you or a carrier organised by you collect it from us. We have full ownership of a product until it has been paid for in full.

6. Cancellation Rights – Consumers Only

6.1 Orders for bespoke or made to measure products cannot be cancelled once the order has been fully processed. These items are not held in stock, this is due to their exclusive and bespoke nature. Upon receiving your order, following the 48-hour processing, instructions are sent to the supplier/factory to undertake and progress creation of your order. As such, given the tailored nature of this service, cancellations are regrettably not accepted following the 48-hour processing on these items.

6.2 There is no right to cancel orders for ex-display products.

6.3 We may cancel your order if we have insufficient stock to deliver the products you have ordered or if we are unable to place the order with the manufacturer. If we cancel your order, we will notify you and refund you any monies you have paid in relation to the order within 10 days of your order being cancelled. We will not be obliged to offer any additional compensation for disappointment suffered.

7. Returns and Refunds

7.1 We want you to be completely satisfied with your purchase. If you are a consumer, you may be able to return products to us for an exchange or refund for any reason within 14 days of delivery, providing that the products are in new unused, condition with all the original packaging unmarked and the product tags still attached and undamaged. New and unused means there are no marks on the item or any signs of wear. In such cases, the item will be returned to the customer. We are unable to accept returns for the groups of products listed in clause 7.2 of these terms and conditions.

Products that cannot be returned

7.2 Your right as a consumer to change your mind does not apply in respect of, and there is no right under our returns policy for you to return, the following items:

7.2.1 bespoke or made-to-measure items (including, without limitation, bespoke furniture or lighting);
7.2.2 ex-display items;
7.2.3 items that have been assembled;
7.2.4 items that are made to order or personalised;
7.2.5 services, once these have been completed, even if the cancellation period is still running;
7.2.6 perishable items;
7.2.7 any products which become mixed inseparably with other items after their delivery.

Your legal right to reject faulty or misdescribed products – consumers only

7.3 If the products you have bought from us are faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back). We would ask that you give us an opportunity to repair the faulty product first. If you wish to exercise your legal right to reject products you must return them to us in accordance with clause 7.4 of these terms and conditions. Please note that in respect of large or heavy items, such as sofas, we will send a representative to inspect the item first before We will be able to process the return. If you do not allow the
product to be inspected, we will not be able to process the return.

Returning products and return costs

7.4 If you end the contract for any reason (including exercising your right to change your mind or to
reject products that are faulty or misdescribed) after products have been dispatched to you or you have
received them, you must return them to us by posting them back to us or (if they are not suitable for posting)
allowing us to collect them from you.

7.5 We recommend that you obtain proof of posting for your records, and if the products are of high value, you may wish to consider taking out insurance to protect the products whilst in transit as it or they are your responsibility until We receive them.

7.6 If you are a consumer, we will pay the reasonable costs of return if the products are faulty or misdescribed. In all other circumstances, you must pay the costs of return. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

7.7 Once received, we will process your refund within 14 days. Refunds will be made to your original payment method unless otherwise agreed. The timing to process an exchange may vary depending on the item being exchanged.

8. Price and Payment

8.1 The price of the product (which includes VAT (where applicable) and excludes any delivery charges) will be the price indicated on the order pages when you placed your order. Please see clause 11.3 for what happens if We discover an error in the price of the product you order.

8.2 We may change the price of a product from time to time, but changes will not affect any order we have already accepted.

8.3 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

8.4 We accept payment by bank transfer or with most types of credit and debit cards (including Visa, Mastercard and American Express). You must pay for the products and any delivery charges at the time of ordering unless otherwise agreed between us and you.

8.5 If you are a business customer you must pay all amounts due to us under these terms and conditions in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law). You may pay using the payment methods set out in clause 8.4. If you fail to make payment by the due date, We may suspend supply of the products and/or cancel the contract.