Areas Covered – UK Mainland

Our standard FREE delivery service applies to UK mainland postcodes only. We currently do not serve areas outside UK mainland including: Scottish Offshore (KW15–17, ZE, HS, PA20, 41–49, 60–75, 77–78, KA27–28, PH40, 42–44), Scilly Isles (TR21–25), Northern Ireland (BT), Channel Islands (GY, JE), Isle of Man (IM), Eire and BFPO addresses.

Some UK mainland postcodes may incur a surcharge of £50–£250. If this applies to your postcode, you will be informed prior to dispatch.

Standard Delivery Procedure

We partner with various courier service providers with standard delivery between 7am and 10pm, Monday to Sunday.

Small to Medium Items

Tracking information is provided for most orders (as available) and deliveries may be completed without prior notice. If there is no access, the courier may card your delivery or leave your item with a neighbour or in a common safe place. For carded deliveries, it is your responsibility to follow the courier instructions to rearrange delivery as soon as possible. If the item is returned to us, a failed delivery charge may apply before it can be rebooked. For assistance, contact Sales@couchly.co.uk.

Large & Bulky Items

A booking is made with you prior to delivery, so please ensure we have the correct telephone number to prevent delays. The booking confirms your allocated delivery date so that you can arrange to receive the item. We are unable to provide select-day or guaranteed weekend delivery. You will need to arrange for someone to be available all day on the delivery date, although some couriers may offer a more specific time slot.

Many courier partners will bring items to upper floors if there is a working lift. If there is no lift, the courier may charge for additional labour depending on access, item and number of floors. Our standard free delivery service is to ground floor only; delivery to upper floors without a lift is not included unless pre-arranged. If you require assistance, please let us know before delivery for a quote so we can dispatch the appropriate courier. Failed delivery based on the above may incur redelivery or cancellation charges.

Rescheduling Delivery

If, at the time of booking, you are unable to receive delivery on the allocated day, your local depot will contact you again later to rebook delivery free of charge. Your ETA is reset at this point and becomes subject to courier availability; the item may be allocated to another order.

When a booking is confirmed, items may be loaded for dispatch up to 3 working days prior to delivery. If you request a change:

• At least 3 full working days prior: free of charge.
• 1–2 full working days prior: administrative charge of £30–£80 (item/area dependent).
• Less than 1 full working day prior or failed delivery: courier charge of £80–£150 (item/area dependent).

Estimated Delivery Timeframe (ETA)

Most product pages display an ETA for delivery. While the majority of orders are delivered within this timeframe, the ETA is tentative only and not guaranteed.

Our official lead time for UK mainland deliveries is 14–21 working days. Cancellations due to a deviation from the displayed, tentative ETA will incur a handling charge of £30. If an order is cancelled after dispatch for any reason, a handling charge of £50–£150 will apply to cover courier and administrative costs. If you have specific delivery requirements, please email us at Sales@couchly.co.uk prior to placing your order.

Receiving Your Delivery

All booked deliveries must be received in person unless you provide written confirmation to leave the item at a designated location, indemnifying us against any loss, damage, or theft.

Before signing, please inspect the package carefully to ensure perfect condition. Any damage, minor or major, must be stated on the delivery note before signing or we may be unable to make a claim with the courier, which could affect your return. If the item is significantly damaged, you may refuse delivery but must take photos as proof.

From ordering to delivery, we aim to make your experience as smooth as possible. If you have specific requirements or questions, email Sales@couchly.co.uk and we will be happy to help.

Contact

Email: Sales@couchly.co.uk