Delivery
All items purchased from our ‘Little Sustain’ or ‘Lifestyle’ store will be dispatched within two working days using our standard 2-3 day delivery services.
All items purchased from our ‘Furniture’ store will be dispatched inline with the lead time stated on the item listing. We use either one of our own vans or a 2-3 day courier service and will contact you when the service is booked with your tracking information, this will be 3-4 days before planned delivery and you will be able to track your furniture until it reaches you.
Please ensure for all purchases that you include your full name, address, email address and contact telephone number. The dispatch of your item will be delayed until we have received all of this information.
All deliveries are a one man service as standard to your doorstep so please ensure that there is an able-bodied person available to assist. If for any reason the driver has to enter your home or premises we are not liable for any damages caused to your property. If your delivery is carried out by one of our team and not by a courier they are generally happy to help in getting the item into your home unless it proves a risk to their health & safety or your property, this is entirely at the discretion of our driver and they will need assistance with heavier items. Deliveries are carried out between 8am and 8pm during weekdays.
If you require a two man delivery service for furniture to be brought into your home or premises, or you have any special requirements, it is essential and your responsibility to inform us before delivery and we can provide a quote for additional services subject to your location.
Where legs are purchased with a piece of furniture, it will not be delivered assembled. We can provide an assembly service at an additional price depending on your location, please contact us for a quote.
Missed Deliveries
Once your item is ready to dispatch you will receive your tracking information. It is the responsibility of the customer to ensure that arrangements are made for the delivery of the item. Any missed or cancelled deliveries may incur an extra re-delivery charge.
Delivery Fees
We offer free standard 2-3 day delivery service (following our lead time as noted above) on all purchases to UK Mainland Only (excluding northern areas of Scotland or any non-mainland UK delivery addresses such as the Channel Islands, Jersey, Guernsey, Isle of Man and the Shetland Islands). For purchases outside of Mainland UK, please contact us for an accurate quote.
Returns
At Sustain we are committed to delivering the highest standard of service.
If you are not completely satisfied with your purchase you may return it within 14 days of receipt for a full refund. The item must be in its original packaging and undamaged. If the item is not in its original packaging and condition we reserve the right to refuse your return or deduct a charged based on its condition.
We are unable to accept the return of any item which is bespoke or has been made to your dimensions or colour unless it has arrived damaged or there is a manufacturing fault.
If the item is returned after 14 days a credit note will be issued at our discretion which will be valid for 12 months from the original date of purchase.
If the item is damaged or faulty we will cover the cost of the return postage. We will not cover the cost of returning unwanted goods.
Your refund will be processed as soon as possible and no later than 14 days after we have received the item. Your refund will be made using the same method of payment originally used, if this is not possible for any reason we will contact you.
Until we have received a return the you are responsible for the goods and the condition that they are returned in. Please ensure that the item is packaged sufficiently and you may wish to obtain a proof of postage.
Damaged / Faulty Goods
Please ensure that you check all items at the time of delivery. All damaged or faulty items must be returned to us within 30 days of receipt for a full refund. You must notify us as info@sustainfurniture.co.uk as soon as possible upon receiving damaged or faulty goods including a full description of the issue and photographs.
If you discover a fault within the first six months of having the item we will replace or repair it.