Delivery, returns and surcharges

English Home Living (EHL) is the trading name for GOHEALTHYNOW LTD. EHL operates under English Law. Registered Office: Building 18 Gateway 1000, Whittle Way, Stevenage, SG1 2FP.

We have partnerships with multiple warehouses across the UK and the world, this means if a products will be shipped from the UK or other exotic beautiful places around the world. There may be delays according to how well the world feels at any one time, which is beyond our control. This also means that if a return has been approved, please make sure you send the product back to the correct location we give you, please do not use our office addresses, we will not accept liability, so do not ignore this notice.

Please note that our furniture is split between 6 UK warehouses and 1 USA warehouse. This means that there are different surcharges and terms according to the item. Please read the terms below for full details.

English Home Living ranges:

Pure Homeware
Cottagecore Homeware
Modish Furniture
Adroit Furniture UK
Adroit Furniture USA
Personalised Gifts

UK CUSTOMERS NOTICE: Customers inside the UK will be charged only once if items are mixed across the (above) ranges. For example if you buy 2 items, 1 item is 400g from Cottagecore and the other item is 300g from Pure Homeware, you will be charged £2.99 for combined delivery. Adroit Furniture within the UK is free delivery and Modish Furniture starts at £45.

USA CUSTOMERS NOTICE: Customers outside of the UK will be charged for the delivery of items according to weight from our different (above) ranges. Please check your basket for shipping charges. For example if you buy 2 items, 1 item is 400g from Cottagecore and the other item is 300g from Pure Homeware, you will be charged £28 for combined delivery, as these come from different warehouse locations.

General

When and how will you receive your items? There is a daily cut off time!

2pm GMT Monday to Friday is the cut off point to ensure the estimated delivery times are met. As we are an online marketplace with different brands, it means our products are in different warehouses in the UK and around the world, so you may get 1, 2, 3 or even 5 deliveries at different times in the day (much like eBay or Amazon).

Some of our furniture is made to order – so it’s made just for you and may take time before it’s ready to be sent to you.

Purchase and delivery of furniture: CHANNEL ISLANDS, THE ISLES OF SCILLY and the ISLE OF MAN

Yes, we sometimes can deliver to The Channel Islands, Isles of Scilly and the Isle of Man. However, you should contact us before your purchase to see if we have the product delivered, so we can give you an accurate price for the shipping.

Goods delivered within the Channel Islands, The Isles of Scilly and the Isle of Man may be liable for customs duties in accordance with Channel Islands import rules. As we offer delivery to the Channel Islands, the Isles of Scilly and the Isle of Man, please be aware of any applicable import charges.

If you are in the Channel Islands, please contact customer service after your purchase so that the VAT amount due is refunded if it’s due.

Redelivery for all furniture orders

The first delivery attempt is not chargeable for furniture ONLY, however any subsequent delivery attempts or any changes made to the order such as re-delivery, change of address or contact details will have a charge.

This charge is counter levied onto the trade account as courier companies will invoice us for any changes.

The courier will automatically put this product on hold at the depot for the following 3 days until the charges have been paid, and thereafter if the charges are not paid in time, the product will be returned back to our storage unit leading to additional charges.

The charges and service levels are as below and VAT will be added on top of the below charges.

Unsuccessful deliveries due to wrong postcode.

Unsuccessful deliveries due to unavailability (despite being pre notified).

Returning all items

We have partnerships with multiple warehouses across the UK and the world, this means if a product is approved for return that you MUST confirm with us the return address, BEFORE you send it back to us. If you send product back without prior approval and processing from us, you will be liable for an additional delivery charge to correct the error.

We do not offer change of mind returns based on factors such as not liking the product in your home setting, not liking the colour or size etc.

We do not always offer a returns or collection service in situations where items have been reported as faulty. These items will have to be returned by another courier service chosen by yourself and your own expense. Please refer to the top of this page for the returns procedure – You will be responsible for paying for the shipping costs for returning the item. Shipping costs are non-refundable. You should also consider using a trackable shipping service with insurance. We can’t guarantee that we will receive your returned item due to high volumes and busy periods.

All items must be unused and in their original condition (including all labels and tags intact).

We cannot except the return of anything that has touched the body.

Damaged or faulty items

You are required to notify us of any damage to the product within 1 day of the receipt of the products. Claims that are reported after this point will not be accepted.

Outcome of an approved return

Depending on the outcome, we may like to inspect or collect the item on a date agreed between us at the original shipping address and once we have checked that the products are faulty, we may at our discretion:

Issue a credit note.
Issue a discount.
Provide you with a full or partial refund.
Replace the products or a part of it such as knobs, legs, cushions etc.
Repair the goods.

Handmade items

Some of our products are hand-crafted individually, and are hand-made from solid wood, and so any variation in size, colour, finish, fabric, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way the products are naturally made and promoted. We strongly recommend you ensure that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment or disappointment at a later stage. We regret we cannot treat any of the above variations as defects, as these are natural occurrences. No refunds will be given unless the item is faulty.

EHL Pure Homeware, Cottagecore and Personalised Gifts delivery:

UK mainland delivery:

Under 999g – £2.49 +VAT (£2.99 inc. VAT)
1kg-5kg – £4.16 +VAT (£4.99 inc. VAT)
5.1-30kg – £6.66 +VAT (£7.99 inc. VAT)
Free UK mainland delivery: Orders over £80

UK outer regions delivery (Northern Ireland, Scottish Highlands & Isles, Channel Islands and Scilly Islands):

Under 999g – £2.49 +VAT (£2.99 inc. VAT)
1kg-5kg – £10.41 +VAT (£12.49 inc. VAT)
5.1-30kg – £14.99 +VAT (£17.99 inc. VAT)

Free Northern Ireland, Scottish Highlands & Isles, Channel Islands and Scilly Islands delivery: Orders over £120

Please note that customers outside of the UK will be charged for the delivery of items according to weight from our different ranges. Please check your basket for shipping charges. For example if you buy 2 items, 1 item is 400g from Cottagecore and the other item is 300g from Pure Homeware, you will be charged £28 for combined delivery, as these come from different warehouse locations.

EHL Pure Homeware USA delivery:

0-499g – £14
500-999g – £20
1kg-3kg – £32
3kg-5kg – £40
6kg-10kg – £55
11kg-15kg – £78
16kg-20kg – £85
21kg-40kg – £120

EHL Cottagecore USA delivery:

0-499g – £14
500-999g – £20
1kg-3kg – £32
3kg-5kg – £40
6kg-10kg – £55
11kg-15kg – £78
16kg-20kg – £85
21kg-40kg – £120

EHL Personalised Gifts USA delivery:

All items – £16

EHL Homeware, Cottagecore and Personalised Gifts delivery and returns

Despatch times

We aim for 1-2 working days for despatch of your orders. Please note at the busiest time (Oct-Dec) orders may take 3-4 working days.

UK Orders should be delivered within 3-5 working days after despatch. ( please bear in mind there may be a slight delay with royal mail especially during the current situation) so please allow upto 7 working days for delivery.

If Courier Express Service shipping option is chosen then orders once dispatched are delivered the next working day with APC.

Faulty item(s)

If you receive goods that are faulty or incomplete on arrival, you must notify us within 24 hours of receipt of the item in writing by using the Contact Us page. If the fault is verified, we will replace the item within 5 working days at no additional cost to you. We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Courier delivery damage is also not covered unless the product is clearly signed for as “damaged” at the point of acceptance by your customer.

Items damaged on arrival

In the unlikely event of your customer receiving a damaged product, you should notify us using the Contact Us page of the website within 24 hours of receipt of the goods. If the damage is verified, we will replace the item within 5 working days at no additional cost to you. Please note that a condition of the couriers used to transport our items is that all goods be checked on delivery and signed for as damaged if any damage is present. Acceptance of goods without checking indicates acceptance in good condition. No claims will be entertained by our couriers where products are found to be damaged but no damage was noted at the point of delivery. It is important to ask your customers to check thoroughly on delivery and ensure that if the product is damaged in any way that they indicate as such when signing for the item.

Returns

Methods of delivery

For UK courier orders we use the courier APC when your order is despatched, you will receive an automatic despatch email and tracking details.

Orders sent via the postal service (small parcel) are sent with Whistl , You will receive a tracking number in the dispatch email, however this is only a partially tracked service.

For large furniture items these will need to be shipped on a pallet. Please provide your customers contact number as the shipping company would require this for any help with delivery. We unfortunately cannot ship a pallet delivery until we have this information.

We aim for 1-2 working days for despatch of your orders. Please note at the busiest time (Oct-Dec) orders may take 3 working days.

For orders placed after 4.30pm, the working day commences at 8am the next day.

We cannot ship to a PO Box address via courier within the UK

Please contact us before placing an order to a BFPO address that is a courier delivery as prices will vary.

Larger items (over 1kg) will be shipped via courier APC at the standard courier shipping rate. Some fragile mosaic items and silver jewellery of higher value will be shipped via courier.
Small parcels are sent with Whistl on a partially tracked service
Shipping times given are after despatch of the order, not the day of placing
Small parcel are the following size, Max L 45cm. x W 35cm. x D 16cm

The following postcodes fall into the Scottish Highlands and Isles: AB37-AB38, AB41-AB56, FK17-FK21 , HS, IM, IV1 – IV56, KA27 & KA28, KW, PA20 – PA49, PA60 – PA78, PA80 – PA88, PH17 – PH44, PH49 & PH50,PO30 – PO41, TR(21-25), ZE

Deliveries to EU countries

Unfortunately it is not possible at this time, however we will review this when we have more information. We apologise for the inconvenience caused. If you really want something from us, we can arrange a delivery via email communication.

The following postcodes fall into the Scottish Highlands and Isles.
AB37-AB38, AB41-AB56, FK17-FK21 , HS, IM, IV1 – IV56, KA27 & KA28, KW, PA20 – PA49, PA60 – PA78, PA80 – PA88, PH17 – PH44, PH49 & PH50,PO30 – PO41, TR(21-25), ZE

European shipping – Currently unavailable

International standard service

Small items up to 500 grams (including packaging) can be shipped as DHL Packet Plus. This service is tracked and signatures are available on over 80% or deliveries.

*For ZONE 6, if bulky or high quantity of items purchased then the shipping price will be more than the standard price paid as this is based on the total volume weight of the order, and therefore you will be notified about this by email.

Please note: we are unable to send liquids by DHL packet plus (such as fragrance oils, essential oils, massage oils and room sprays).

Shipping Dangerous Goods

Some of our products are classed as dangerous goods (pure essential oils, blends, essential oil mists, room sprays, organic essential oils or products which contains alcohol such as aroma mists or perfumes.) We can confirm that we can ship dangerous goods by road ONLY. We are unable to send dangerous goods by air.

EHL Personalised Products and Jewellery delivery, returns and surcharges

Due to the nature of personalised gifts, these cannot be exchanged or refunded unless faulty.

If you happen to receive a faulty product we will offer a replacement which will be dispatched within 1 working day. This is available 6 months once you receive the product. Certain products come with a longer warranty and will be stated on the product page.

EHL Adroit Furniture UK delivery, returns and surcharges

What free delivery* means

Delivery within 3 business days. All standard deliveries are managed Monday to Friday and cannot be schedule for a specific day or time, the delivery can take up to 2 weeks, but are mostly within 3 days. There are transports issues at present.

For all deliveries, customers are required to advise of any parking restrictions, red routes or width restrictions. Parking fines incurred where there was no alternative parking available will be challenged but any fines incurred will be covered by the customer.

All products are packed with mail order packaging standards.

Parcel service for smaller products & giftware including accessories.

Fully trackable delivery service.

Delivery of goods to your location.

Signed proof of delivery. However this is not applicable for smaller products.

If you provided a mobile phone number, a text message will be sent to you to confirm delivery date. In addition, the crew will phone when they are en route**

*Only applies to the first attempted delivery.

**Excluding extended areas

The following areas are considered extended:

Inverness (IV)
Kilmarnock (KA)
Kirkcaldy (KY)
Kirkwall (KW)
Lerwick (ZE)
Outer Hebrides (HS)
Paisley (PA)
Perth (PH)
Aberdeen (AB)
Dundee (DD)
Dumfries and Galloway (DG)
Falkirk (FK)
Isle of Wight (PO30-PO41).
Republic of Ireland and Northern Ireland

How our delivery surcharge works

Please carefully read below to check and understand how our delivery surcharge works. Please note the surcharge applies to each parcel in the order.

All deliveries within most of the UK mainland are free with no restrictions whatsoever on minimum order quantity or minimum order value. However, we are constrained to levy a delivery surcharge on the extended areas and these charges vary depending on the logistics partner as well as the product profile.

We currently use Small Parcel Service – via DHL as our logistic partners to ship our products within UK as well as outside the UK.

Zones	Location	Surcharge (ex. VAT)	Surcharge (inc. VAT)
Zone A	England & Wales	Free
Zone B	Lower Scotland	Free
Zone C	Higher Scotland & Northern Ireland	£22.00	£24.40
Zone D	Islands / Offshore	£24.00	£28.80

Delivery surcharge

Once you have made your selections and entered your delivery post code, the delivery cost will be generated by the system if you fall outside the ‘free delivery zone’.

Delivery outside of the UK

In addition, we can also arrange delivery of standard parcels all over Europe, and to many more countries around the world. Please contact us for a quote.

EHL Adroit Furniture USA delivery, returns and surcharges

There is a separate furniture range exclusive to the USA. If you like anything else, just email us for a delivery quote.

We provide free* (first attempt only) domestic USA delivery that includes the sales tax. Please look up the rate for your state. We can deliver to Hawaii and Alaska at an extra charge.

All products are packed with mail order packaging standards.

Parcel service for smaller products & giftware including accessories.

Fully trackable delivery service.

Delivery of goods to your location.

Signed proof of delivery. However this is not applicable for smaller products.

If you provided a mobile phone number, a text message will be sent to you to confirm delivery date. In addition, the crew will phone when they are en route.

Delivery is free within all 50 states of America:

Alabama
Alaska
Arizona
Arkansas
California
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky
Louisiana
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
Montana
Nebraska
Nevada
New Hampshire
New Jersey
New Mexico
New York
North Carolina
North Dakota
Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South Carolina
South Dakota
Tennessee
Texas
Utah
Vermont
Virginia
Washington
West Virginia
Wisconsin
Wyoming

*Only applies to the first attempted delivery.

EHL Modish Furniture delivery, returns and surcharges

Standard lead time in the UK is 2-3 weeks for stock products, stock levels permitting. Items that are out of stock or items of customised stock in large quantities will be subject to a lead time of 8-12 weeks, unless otherwise stated.

We will deliver to the address listed at the checkout unless advised otherwise.

You must be available during the agreed delivery slot as all deliveries require a signature. In the event of you not being present during the agreed delivery slot, a redelivery will be arranged and recharged provided the delivery crew adhered to the agreed terms.

You are also required to provide a clear route to the room of choice, removing any obstacles that may prohibit the crew from safely maneuvering the goods. For health and safety reasons it is not possible for crews to remove their shoes. Where possible shoe covers will be provided, in the event that this is not possible customers should aim to protect any delicate flooring or carpets.

Mainland England and Wales

EHL will only deliver standard orders to Mainland UK addresses at this time. Shipments to mainland England, Scotland and Wales addresses are charged depending on the value of the order. Please refer to the wholesale container section of this page for information regarding international container shipments.

Order Value (Excl. VAT)	Delivery Charge (ex. VAT)	Delivery Charge (inc. VAT)
£0 – £149	£45	£54
£150 – £499	£65	£78
£500 – £999	£90	£108
Above £1000	£120	£144

One man courier service

For smaller items, a one-man delivery service, excluding installation, will be provided. This is our standard delivery package that is included in the price of carriage (listed above). This includes:

A delivery slot organised via text or email in the week prior to delivery. You will be provided with a 3-hour delivery window. In the event that you cannot make this delivery slot, you can reject the suggestion and a new slot will be issued to you
You will receive a courtesy call up to 30 minutes prior to the delivery
The item will be delivered to any ground floor room of your choice, but the courier will not handle unpacking, installation or removal and disposal of packaging

Two-man white glove delivery service

For large items or orders (over the value of £600 inc. VAT) requiring installation, a two-man white glove delivery service may be necessary. Where this service is required, a surcharge of £90 inc. VAT is charged. This includes:

Personal call to the customer to confirm delivery date. Please note, whilst we cannot guarantee specific times requested by the customer, we will however do our best to accommodate
A two-hour working guideline for delivery by the working day before their agreed delivery date. A text message will be sent if a mobile number has been provided or a call will be placed to landline numbers. This is a guideline, not a guarantee. Our crew will endeavor to meet these guidelines, but will not be liable for delays due to external factors such as traffic which are out of our control
Delivery to a room of choice
Unpack and carry out installation of the item such as fitting legs and any mechanisms
Demonstrating how to use any mechanisms where necessary
Removal of all packaging and consequent disposal in an ethical and environmentally friendly way

Container delivery for large house, mansion and hall orders, as well as international delivery

Containers are the only occasion at this time that EHL are able to ship internationally. We accept worldwide deliveries. All of our products are shipped out from our factories in China, and the invoicing is done by our team which is based in London.

Customers who order full containers of product to hold in their own warehousing facilities will have their containers delivered directly from port to their listed address, the cost for this is quoted on inquiry. Customers will need to ensure they are equipped with the relevant tools to receive the goods. EHLwill not be responsible for offloading the goods.

Damage

Where we are clearly responsible for damage to product or property, we will cover the cost of remedy, either by replacement or repair to be mutually agreed per event.

You are required to notify us of any damage to the product within three days of the receipt of the product. Claims that are reported after this point will not be accepted. EHLis a white label company. We do not and will not contact third party customers except for the purposes of arranging delivery. You are required to be the direct contact for faulty goods.

Notify us of any damaged or faulty products by emailing us within 1 day of receipt of goods. Please include as much information as possible, including any relevant images of the fault. A claim will not be considered without evidence.

Where possible we will endeavor to repair or replace faulty goods, dependent on the degree of damage and stock availability. You will not be recharged for redelivery of this product.