Q. Do you deliver outside of the UK?
We do offer international shipping, but we will need to calculate the shipping cost for your items before we can process your order. Please send your request(s) through by email to email@example.com com or call us on 0207 349 9057 and we will contact you to discuss your order with a cost for shipping. If you already have a UK based shipping partner we are happy to work with them on your behalf.We can deliver to their UK mainland address, or they can collect from the nearest distribution centre.
Q. How does free UK Delivery work?
Items sold by The Longest Stay qualify for free UK Delivery with the exception of the following areas and postcodes.
- The Isle of Man
- The Isle of Wight
- The Channels Islands (Guernsey and Jersey)
- Northern Ireland
- Scottish Highlands (IV, HS, KA, KW, PA, PH and ZE postcodes)
If you live in one of these areas, please contact our team on firstname.lastname@example.org or call us on 0207 349 9057 and and we will discuss your requirements.
Q. What is White Glove Delivery?
All items marked 'Free White Delivery Service' qualify for this extra special delivery service. This means your item(s) will be upacked and assembled (if assembly is required) in your home or office, and placed ready for it to be enjoyed. In addition, our expert delivery team will take away the packaging ready for recycling when they are done. To avoid delays in your delivery please ensure all hallways and entry points are clear to allow easy access for our delivery team and your item(s).
Q. Why is the delivery time on my items so long?
Due to the unique nature of the products sold by The Longest Stay and the unique locations that we source from, many of our items are made to order or require careful packaging and shipping from overseas.
Q. I would like to discuss my order over the phone with someone before I pay
Call us on (+44) 0207 349 9057 or simply add items to your basket, and when prompted for your checkout option, choose ‘Checkout Offline’. You will be asked for your contact details at which point one of our team will call you to discuss your order, and we can take over the phone.
Q. How do I place an order?
Once you have selected your items, add the items to your shopping basket. Each item is individually priced. Then follow the prompts on screen for your billing and delivery details, finally select your payment method and, when you are ready, submit your order. If you have any special instructions or important information, about access to your property for example, please tell us. By placing an order you are confirming that you have sufficient access and space for the items you want to purchase.
Q. Can I make changes to my order?
We will do our best to help with changes to your order. We suggest getting in touch with us early to discuss your options. You can do this by emailing us email@example.com or calling 0207 349 9057.
If your item is bespoke or made to order, after 7 days of placing your order (at which point production has begun) with the manufacturer you are legally bound to accept the items, so we are unable to cancel the order.
Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.
Q. How do I measure properly?
It is important to check that your furniture will go into your room before placing your order. To avoid disappointment, please refer to our Advice for Purchasing Furniture document for assistance.
Q. Can you tell me the availability of a specific item?
Before you select a product to buy online, an estimated lead time for delivery will have been given on the product page in the delivery and returns section. We will advise you of a more accurate lead time when the item is in production and the manufacturer confirms dispatch to us.
The Longest Stay cannot be held responsible for delays beyond our control. We will inform you as soon as we become aware of any changes in the time originally given when you placed your order. Please refer to our terms and conditions for further information.
Q. Where is my order?
If you wish to check the delivery status of your order, please e-mail firstname.lastname@example.org
Q. What if my order is late?
You should have been given an estimated delivery time. If it changes, we will let you know straight away. While The Longest Stay cannot be held liable for any delays which are beyond our control, we will make every effort to keep you informed.
Q. What happens on the day of delivery?
For large items of furniture you will be contacted in advance by a member of our Delivery Service team, who will advise the day we are next delivering to your area. We will position the furniture as directed and remove all packaging materials – unless you wish to keep them. Please make sure all access points are clear of obstacles.
For small items, delivery will be by a recognised courier service. You should ensure there is someone in your property to receive and sign for your items to avoid potential redelivery or collection charges.
Q. What happens if I am out when you deliver?
As all deliveries need to be signed for, we or our preferred delivery partners will be unable to leave your items and it will be returned to our or their distribution centre(s). Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge and you may also incur storage fees.
Q. Can I nominate a day or time for delivery?
With limited storage facilities, we endeavour to deliver your order as swiftly as possible usually no later than 7 days after it becomes available. When you order your furniture we will give you an estimated delivery date.
When your goods have been received at our distribution centre, our Delivery Service team will contact you to confirm the day they deliver to your area.
Q. Can The Longest Stay store my furniture?
We currently do not offer this service. By delivering goods promptly, as soon as we receive them, we can offer you the best value for money prices on products.
Q. What if my furniture does not fit?
When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. If the worst happens and it really won’t fit in, we will do our utmost to help you come up with an alternative.
Please refer to our Advice for Purchasing Furniture document and Terms and Conditions for more information.
Q. How do I pay for my order?
We offer a number of ways to pay, you can complete your order either online or offline.
When ordering online, after choosing your items, you will be asked to select your preferred method of payment. We accept all major credit and debit cards through our PayPal payment gateway. Once you have made your choice, simply follow the instructions on screen until the process is complete.
You do not need a Paypal account to make payment by card. Upon our receipt of your card payment, and the successful processing of your order, we will send you an order confirmation by email. This also serves as a receipt.
We accept payments offline either by telephone payment (credit or debit card) or bank transfer. When placing your order simply click ‘Checkout Offline’ at which point you will be asked for your contact details and a member of our team will get in touch with you to discuss payment.
Cancellations and Refunds
Bespoke Items or Special Orders
With bespoke items of furniture or home accessories, where we have commissioned a supplier to make them specifically for you, we are not able to offer a cancellation or refund 7 days after your order has been placed. Please refer to our terms and conditions for more information.
Returns and Exchanges
Q. What do I do if my furniture arrives damaged?
Naturally we endeavour to deliver all our furniture and accessories in good condition. At The Longest Stay we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We also pride ourselves on having the best delivery teams experienced in handling luxury goods. If your items are received damaged, please contact our team immediately on email@example.com or 0207 349 905.
For more information see our Terms and Conditions. Your statutory rights are not affected.