COVID-19: POLICY AND SERVICE UPDATES FOR LOCKDOWN 2 COVID-19 LOCKDOWN 2 UPDATE READ NOW

FAQs + Our Response to COVID-19

COVID-19: Policy and Service Updates for Lockdown 2 (updated 2nd Nov)
Showrooms

Our Walton Street, Sloane Avenue, Chelsea Harbour and Wimbledon Outlet showrooms will close to the public on 5th November until 2nd December in line with government guidelines.

From 5th November, you will be able to make personal appointments in our Walton Street and Wimbledon Outlet showrooms, where we will unlock the doors at your appointment time to let you in. For example, this will enable you to complete the safe collection of your goods through our collection service.

To book an appointment at our Walton Street showroom (SW3 2JL), call our showroom team on 0207 225 5100 or email [email protected].

To book an appointment at our Wimbledon Outlet showroom (SW19 3TL), call our Outlet showroom team on 0203 876 1822 or email [email protected].

If you are looking for immediate support, please don't hesitate to contact us. Our website and delvery services are trading as normal and our Showroom and Customer Service teams are working remotely and also n our showrooms, so are on hand to assist through video calls, whatsapp, email and phone. We have also extended our telephone operating hours from 9am - 8pm, Monday to Friday, 9am to 6pm Saturday and 11am to 5pm on Sunday.

Stock and Deliveries
  • All fabric, wallpaper, cushion and paint (smaller items) deliveries despatched by UPS or DPD are being delivered as normal.
  • Samples orders we post, first class, within 3 working days of receiving your request. There may be extra pressure on the postal service due to COVID-19, please allow up to 10 days for your samples to arrive before contacting us.

  • Larger deliveries - we will still deliver within 7-10 days as normal.
  • Safe No Contact Deliveries Available - we offer two types of "no contact delivery" to ensure we comply with the government's social distancing advice:

Type 1: Leave the goods outside your property, notify you by phone when they have been delivered at your door for you to then take inside yourself.

Type 2: When the delivery team notifies you by phone that they have arrived, you can open the door and then go and wait in a different room in your house or ensure a 2m distance is observed (to where you want the furniture placed), while they bring the item inside, unpack it and put it into position in the room you would like.

All of our white glove furniture delivery teams have been trained in the relevant hygiene and new delivery protocols. Gloves and face masks will be worn at all times and they will be using alcohol-based gel before and after each delivery.

Extended Returns

We've extended our returns policy. Any orders placed between 1st November and 14th December 2020 can be returned up until 14th January 2021, if it's unwanted or unsuitable. Goods must be in perfect condition and in their original packaging.

Flexible Storage Options

You may wish for us to store your goods for a period of time until a more suitable delivery date can be arranged of your choosing in the near future. That's no problem, just let us know before the goods are despatched and we'll arrange that for you. There would be no charge for this service.

Delivery Information
What are your delivery charges, services and times ?

Delivery for Small Items

(Fabric, wallpaper, paint, cushions, table lamps, books and other accessories)

All small items are delivered by DPD or UPS on a standard delivery service, which does not cover weekend deliveries.

UK Mainland: Delivery is FREE except for paint orders under £100 which we charge £4.95 (and paint sample pots which we charge £1.95). You should allow 2-3 working days to receive these items.

UK Offshore, Highlands and Islands: Delivery is £10, except for paint orders which we charge £15, and you should allow up to 20 days to receive these items.

Delivery for Medium Items

(Chairs and other smaller furniture products)

UK Mainland: If your order is above £1000, you qualify for FREE delivery but if it is less than this, we ask for a contribution of £15 towards the delivery cost. You should allow 7-10 working days to receive items of this type. All medium items are delivered via our one man delivery courier partner. You will be contacted by our courier partner to arrange a delivery slot (am or pm on any week day) that is convenient to you. Please note that we ask for an extra £30 delivery charge if you require a delivery on a Saturday. You will also receive a phone call on the agreed delivery day to confirm a 1 hour delivery window. The product will delivered in it's packaging to your door.

UK Offshore, Highlands and Islands: The standard delivery service we offer for non-mainland UK postcodes is kerbside pallet delivery. The charge is £25 and you should allow up to 7-10 working days to receive items of this type. Kerbside pallet delivery means that your order will be dispatched on a pallet and left on the kerb (not brought to your door or unpacked for you). If you require a different service, please get in touch to place your order offline.

Delivery for Large Items

(Sofas, dining tables, cabinets and other larger furniture)

UK Mainland: If your order is above £1000, you qualify for FREE delivery but if it is less than this, we ask for a contribution of £40 towards the delivery cost. You should allow 7-10 working days to receive items of this type. For our larger furniture products, we use a specialist white glove courier company to deliver to UK mainland addresses. You will be contacted by our courier partner to arrange a delivery slot (am or pm on any week day) that is convenient to you. Please note that we ask for an extra £30 delivery charge if you require a delivery on a Saturday. You will also receive a phone call on the agreed delivery day to confirm a 1 hour delivery window. Please note that for non-mainland UK delivery addresses, we cannot offer a white glove delivery service, all deliveries will be by pallet network.

UK Offshore, Highlands and Islands: The standard delivery service we offer for non-mainland UK postcodes is kerbside pallet delivery. The charge is £90 and you should allow up to 7-10 working days to receive items of this type. Kerbside pallet delivery means that your order will be dispatched on a pallet and left on the kerb (not brought to your door or unpacked for you). If you require a different service, please get in touch to place your order offline.

No matter how many items you order, you only pay one delivery charge, even if the items are not in stock and your order is therefore split over two or more deliveries.

Delivery of Samples

All fabric and wallpaper samples are sent via Royal Mail First Class post and there is no postage charge. Paint sample pots are sent via our courier partner DPD, they take 2-3 working days and we charge £1.95 for delivery to maninland UK and £10 for offshore.

Why do I have more than one delivery; where are my other items?

We always try to deliver whole orders but sometimes this isn't possible. If you have ordered a combination of both small and large items, they will be delivered by different couriers. It may also be a result of one or more of your items currently being out of stock, which will have been highlighted at the time of ordering.

Who should I contact if I have a question about the delivery of my order?

For large and medium furniture, lighting and artwork orders:

If you are based within Greater London, please contact our London Warehouse Manager, Robert, on 02072255142 or by email at [email protected]

If you are based outside Greater London, please contact our courier partner, Domestic Distribution (DD), on 01913878888 or by email at [email protected]

For fabric and wallpaper:

Please contact [email protected] or call the main office on 02072255100.

What are your delivery charges for International Customers?

Unfortunately, we can't deliver to addresses outside the UK from our website. If you are an international customer and would like to place an order with us, please get in touch via our contact us form with the details of the items you would like to order and your full delivery address information. We will then come back to you with a quote and can organise the order for you offline.

Returns Policy and Process
I have received my order but would like to return it, what should I do?

Returns for Small Items (excluding paint)

e.g. fabric, wallpaper, cushions and small accessories

If you're not happy with your purchase, please follow these steps:

  1. E-mail [email protected] within 14 days of delivery and include your sales order number and the reason for your return.
  2. We'll send you our returns address
  3. Put your parcel back in the post wrapped as securely as possible. We recommend a recorded mail service that's happy to handle packages of all sizes.

Once received, we'll refund you in full. Please note we do not cover the cost of posting back the item unless your item is damaged.

Returns for Paint

All paint orders are tinted and made to order and are therefore non-returnable and non-refundable. In addition custom colours (ordered through are custom colour service) are considered bespoke products, manufactured specifically to order, and are therefore, excluded from the right to cancel.

Returns for Medium & Large Items

e.g. seating, tables, storage and other furniture items

  1. E-mail [email protected] within 14 days of delivery and include your sales order number and the reason for your return. We'll then provide our returns address.
  2. You can either send the items back to us by post/courier or we can arrange for the items to be collected. Please make sure that the items are in perfect condition and in their original packaging. If we arrange the collection on your behalf, we will charge you the direct cost of the collection of the goods from you back to our warehouse.

Returns for Made to Order / Custom Items

e.g. sofas, chairs, headboards.

1. E-mail [email protected] within 14 days of delivery and include your sales order number and the reason for your return.

2. We'll arrange collection and refund you for your order. Please note that we charge a 40% restocking charge for items of this type, so you will be refunded for 60% of the value of your order. Delivery charges are also not refunded, unless your item is damaged.

Returns for Samples

Please note that we cannot accept returns of paint sample pots or fabric and wallpaper samples.

I have received my item, but it has arrived damaged, what should I do?

Please email [email protected] within 24 hours of receiving your order and include images of any damage. We'll then arrange for a replacement to be sent out to you free of charge. No such claims will be accepted after 24 hours has elapsed.

Samples
How do I order a fabric, wallpaper or paint sample?

If you are based in the UK, simply click the order a sample scissors or paintbrush icon just beneath the add to basket button on the product page, which will add the sample to your basket. Then checkout as normal.

If you are based outside of the UK, please contact your local Andrew Martin distributor, agent or stockist. Contact details can be found on our stockists and showrooms page. Alternatively, you can email our export team at [email protected]

Do you charge for samples ?

Yes. We charge 70p for all fabric and wallpaper samples and £4 for a paint sample pot.

How long should it take for my samples to arrive?

All fabric & wallpaper samples are sent via Royal Mail First Class post, so they should be with you within 2-3 working days.

For paint sample pots, these are dispatched by our courier partner, DPD and will also be with you within 2-3 working days.

However, during busy peak periods, especially around Christmas, it may take longer.

Ordering Online
Can I purchase products on the Andrew Martin website?

Yes, but currently we can only accept online orders from within the UK.

I do not live in the UK and want to purchase an Andrew Martin product. How can I do this?

If you live outside the UK and would like to purchase one of our products you can either:

Complete the contact us form with your enquiry.

Contact your nearest Andrew Martin Showroom or Stockist; or

Call our head office on 00 44 (0)2072 255 100. Open Monday to Friday 09.00 -17.30 GMT.

Press Enquiries
I am a member of the press. Who should I contact for images or product loans?

Our PR company, PuRe, will be delighted to help you with any requests you may have for images, product loans or interviews. Please find their contact information below:

Address: 3-4a Little Portland Street, London, W1W 7JB

Tel: 020 7580 0444

E-mail: [email protected]

Finance
Do you offer finance?

Yes. Make buying a large ticket furniture piece more accessible with our interest free credit finance. Simply pay a 10% deposit plus any relevant delivery charges now and then spread the rest over the next 12 months with no interest.

Our simple payment plan allows you to spread the cost of your purchase over 12 months, all we require is:

  • A spend of £1,000 or more;
  • A deposit of 10% + any relevant delivery charge

​For further information, please see Section 35 Finance in our Terms and Conditions.

Do I qualify for financing and what is the criteria?

To apply for financing, you must meet the following criteria:

  • Be between the age of 18-88
  • Be a permanent resident in the UK
  • You must have a UK bank account that can accept direct debits
  • Delivery must be to the address that you put in your finance application​

For further information, please see section Section 35 Finance in our Terms and Conditions.

When do my repayments start?

Your monthly repayments will begin approximately one month after your purchase has been delivered.

How do I choose to pay by interest free credit?

Just select the Pay with Klarna (0% Finance) option in the payment details section on the checkout page (which follows after the add to basket page).

If my application gets declined, what is the reason?

In addition to credit scoring, Klarna (our exclusive finance partner) also take into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though Klarna are not unable to provide you with a main reason for declining your application, it is usually based on one, or a combination of the following:

  • Your credit score (note that every finance company will score you differently)
  • Adverse credit reference agency information
  • You are considered to be overcommitted
  • You are aged under 18
  • Your existing account performance with other lenders
Can I request delivery to an address other than my home/billing address?

In order to safeguard against fraudulent applications, we regret that we're able only to deliver goods to the home address of the applicant.

If I have a question about an existing finance agreement, who should I contact?

Please visit https://www.klarna.com/uk/CBRF or, if you have any other servicing needs about your loan agreement then you can call our exlcusive finance partner, Klarna on 0333 321 6080.

We're here to help. Call us on 020 3887 6113 or make use of our online chat for product and design advice from our experts.