Delivery Update - 17th August
We are experiencing ongoing delivery issues and our service levels are not to the usual standards. We would like to offer our sincere apologies to those affected.
Rest assured, we take the matter very seriously and our primary focus right now is to ensure the product you ordered is delivered to you as soon as possible.
Since being acquired by The Hilding Anders Bedding and Mattress group we have been making some changes on the back of their investment into Feather & Black – one of which involves working with our new delivery partner, Arrow XL. As we finalise the movement of product from our previous warehouse to our new warehouse, we are working closely with Arrow XL to ensure customers are contacted with accurate delivery dates.
We understand that some customers have also experienced difficulty getting through to our Customer Service team due to the high volume of calls at this time. We’d like to apologise for this and assure you we are improving our telecom system and increasing the number of people answering calls.
We recognise that this has been a frustrating period of time, and we thank you for your continued patience and understanding. Your custom is hugely important to us, and we hope to get this matter resolved as swiftly as possible.
How do I get it home?
Our standard delivery charges are for mainland England, Scotland and Wales. Delivery charges for Islands will be quoted on an individual basis. Please note that deliveries to the Scottish Highlands and all offshore islands will take a little longer.
For orders with more than one item we charge the rate for the single largest item on your order. These rates include two man delivery to a room of your choice. Assembled furniture will be unpacked and all packing material removed. The majority of our furniture comes fully assembled, the main exception being beds, which require simple assembly. In the event that you would like us to assemble your bed we offer a full assembly service for an additional £40 for one item and £20 for each additional item.
It is important that you check whether the goods will fit into your property before ordering - please use our handy measuring guide or contact us for more information.
We now sell a huge range of different products sourced from around the globe. Some items we carry as stock, but many will have to be ordered when you place your original order, and therefore the delivery times may vary. Broadly speaking, we aim to deliver between 2 and 8 weeks from the date of order.
Once your order is complete in our warehouse, you will be contacted prior to delivery to request payment of the remaining balance. Our local carrier will then contact you to offer delivery within 14 days of final payment.
To help you plan your day, our delivery drivers can call you an hour or so before delivery if you require them to do so. Alternatively, once the delivery vehicles have been routed - usually 24-48 hours before delivery - an indication of morning or afternoon delivery can be given if you call our transport team.
Any orders with an outstanding balance will need to be settled in full prior to the goods being dispatched.
It is always our aim to bring the delivered item to your room of choice. However, in some parts of the country our larger vehicles cannot manoeuvre down small, narrow lanes. If you think we may have difficulty accessing your road, please advise us ahead of time. Perhaps we can plan to deliver to an alternative address or meet you at the end of the road; whatever it takes to deliver it to you and to avoid the disappointment and frustration of a failed delivery on the day.
It's also a good idea to be sure we are going to be able to get your order into your room of choice. Large mattresses and wardrobes can prove difficult and we cannot be liable for the goods not getting in, so do please check measurements of door-frames and stair wells prior to the delivery.
Preparing the room for your new furniture
Shortly before the due delivery day, ideally the day before or the morning your order is due, please ensure your old bed has been moved to one side or, even better, out of the room of choice altogether to allow enough room for us to assemble your new one.
On occasions deliveries may fail at the last minute for unforeseen reasons. For that reason it is critical you do not dispose of your old bed or mattress until your new one has been delivered.
On the day of delivery
All furniture and mattresses will be unpacked and all packing material removed. The majority of our furniture comes fully assembled, the main exception being beds, which require simple assembly. In the event that you would like us to assemble your bed we offer a full assembly service for an additional £40 for one item or for £20 for each additional item.
Before our team leave, do please check you are happy with everything and sign the delivery note. If there are any issues at all with your order, please make some notes on the paperwork and the driver can feed it back to us straight away.
We always endeavour to keep you up to date with the progress of your order. However, if you are unsure about anything relating to when your order is due or, likely to be booked in and would like an update, please contact your local showroom, or alternatively call our sales team at head office on 01243 380600.