Delivery & returns
COVID-19 & BREXIT UPDATE
Please be advised that courier road services outside of the UK, are currently suspended/delayed in transit.
All UK VAT has been removed for new international orders (to be shipped outside of the United Kingdom), received after the 1st January 2021. All orders after this date will be subject to the destinations customs rate on arrival, please note Skandium has no control over these rates. Please contact your local customs office for clarification on fees.
We continue to operate business as usual with the website open 24/7 and our customer service (phone, chat, email) available during normal business hours.
We have extended our return policy to 30 days on all orders (except made-to-order items) to make sure you can shop at Skandium at no risk.
Safety measures applied during deliveries
Customers will not be asked to sign handheld units and our drivers will take a photo of the parcel at the point of delivery.
We also recognise that some people may be self-isolating and unwilling or unable to open their door to receive parcels, so there's a range of delivery options for everyone including setting their delivery preferences on the DPD app or leaving a note on the front door telling us where to leave the parcel.
White-Glove Delivery Service:
Home deliveries are continuing to take place. Customers will receive a pre-delivery call and will be asked the following:
Have you or anybody living at this address displayed possible coronavirus symptoms resulting in any of you having to self-isolate?
If yes - the delivery will be cancelled and rebooked for at least 14 days later. If no - please read the following statement:
On arrival at your property, we will only be able to deliver your goods to either your doorstep or to a garage or outbuilding. Regretfully, we will not be able to enter your main premises or undertake any assembly services that you may have booked. Alternatively, we will be happy yo hold onto your order until it is safe to proceed with a full assembly delivery.
GENERAL DELIVERY POLICY
We offer one free delivery on all parcel orders over £50 within mainland UK, this excludes large furniture and delicate items. Delivery will be made by our chosen delivery partner, DPD, Royal Mail or by an alternative of our choice. This free delivery policy covers Monday to Friday deliveries between 8 am and 6 pm.
All orders over £1500 we offer a free white glove delivery service, this includes placement, assembly if required and rubbish removal. This free delivery service is available Mon-Fri between 9 am-5 pm and you will be offered a two-hourly window.
If you would like to know if the items you ordered include assembly and packaging removal please contact us on +44 (0) 20 3633 7626 or at Letstalk@skandium.com.
UK DELIVERY INFORMATION
Our range of flexible delivery options have been selected to ensure that your goods arrive in pristine condition and reflect the standard of service we expect our customers to receive.
|Delivery Option||Order Value||Delivery Charge||How Long It Takes (once order arrives)|
Orders Over £50
Orders Under £50
|1-3 working days|
|Specialist & Furniture||
Orders over £50
Orders Under £50
|From 3-15 working days|
* There are some out of area postcodes where delivery can take longer. For more specific information by postcode please contact our Customer Services team on +44 (0) 20 3633 7626 or at Letstalk@skandium.com
** The exact shipping rate can be calculated in the shopping bag page (before check out). If your billing or delivery address does not have a postcode, please enter "NOCODE" in the postcode field to proceed with any order or delivery quotation.
For small accessories or lightweight items- Once your order arrives after the lead time, if not already in stock, you will receive a delivery date and tracking information in which you will receive your parcel usually within 48 working hours of shipment. If this is not convenient there are several options you may choose from such as leave in a safe place or collect from your nearest collection point. All parcel deliveries do require a signature or your authorisation.
Specialist and Furniture deliveries
For furniture and delicate items- Once your order arrives we will forward the delivery details to our third-party delivery company. This is a two-man delivery service that includes placement, assembly if required and rubbish removal. Please note that it does not include any fixtures to walls and ceilings or the removal of old furniture items. Once your details have been received you will be contacted by our third-party company within 48 working hours to book your delivery date, your time slot may be confirmed immediately or nearer to the date. All deliveries require a signature to confirm that the goods were received in good order. Any loss or damage must be recorded on this delivery note otherwise any claim against the delivery will not be valid. If you feel there is a problem at all, please call us as soon as possible, preferably at the time of delivery, or within 24 hours.
Our third-party company will offer delivery to your room of choice (up to the second floor), Please let us know in advance of any access issues, e.g. narrow stairwell, no parking. Skandium will not be responsible for furniture that fails delivery due to access. If you are at all unsure you may want to opt for an access assessment by our third-party delivery company for a fee, they can advise further regarding crane hire, window removal etc.
Please note, any cancellation within 24 hours of the delivery date will incur a failed delivery charge of £55. This charge will also apply if no-one is present to receive your delivery at a time agreed with the carrier. Similarly, if you choose not to accept your new furniture for reasons other than damage you will also incur a removal charge of £55.
We currently ship internationally, if at all you can not find your intended destination country on our website, please contact us on +44203 633 7626 or at Letstalk@skandium.com and we can provide you with a quote for delivery.
The price of international delivery is based on your delivery address and the size and weight of your order. The exact shipping rate can be calculated in the shopping bag page (before check out). If your billing or delivery address does not have a postcode, please enter "NOCODE" in the postcode field to proceed with any order or delivery quotation.
On some occasions your shipping quotation will be provided once we receive your order. If you do not accept this quotation your order will be cancelled and refunded in full.
We use DHL Express, UPS or an alternative third party specialist of our choice for international deliveries.
Delivery internationally is usually within 1-10 working days depending on customs clearance. Larger specialist deliveries will be considerably longer, please contact our team for more information on delivery within your intended destination.
All orders being sent outside of the UK are subject to duty and custom charges; the customer must pay these charges. Skandium has no control over the amount of duty and custom charges.
It is your responsibility as the importer to ensure the correct rate of VAT and duty is paid upon import and we'd advise you to check the values with your local customs office.
If an order is undelivered because the wrong details have been provided or refused we reserve the right to refund only the items ordered but not the shipping charges. Our website automatically deducts the UK VAT on all orders being shipped out of the UK.
Delivery costs can change. In rare instances due to logistic events out of our control delivery costs may be subject to change. In the event if this happens, you will have the right to terminate the contract with us so long as you inform us within 14 days of receiving our updated quotation of the change in the delivery costs.
ESTIMATED DELIVERY LEAD TIMES
All items in stock will state ‘READY FOR IMMEDIATE DISPATCH’ directly below once your specific finish is selected. These items will be shipped usually on a next working day basis before 1 pm for parcel deliveries and 1-15 working days for larger furniture and delicate item deliveries.
If an item is not a stock item you will see the estimated lead time below each product once the specific finish has been selected. This lead time is provided to us by the manufacturer and takes into consideration the ordering process, construction and quality checks. The lead time shown is from the time of ordering to when the item reaches our warehouse and is ready for dispatch at which point you will be contacted.
Once we have received confirmation from the supplier of a more specific estimated arrival date, we will email you to keep you updated on this time. If an item is delayed due to production delays or for unforeseen circumstances, we will contact you as soon as this information is made available.
For orders with more than one item, the item with the longest lead time will dictate the lead time for an order, however, if an item is delayed significantly past the advertised lead time we will offer an additional delivery at no additional cost.
Lead-times for deliveries during August/September and December may be longer due to summer and Christmas factory closures across our network of suppliers. Please contact us for specific information.
Skandium.com does not accept liability for any loss due to late delivery.
How to return an item
If, for any reason, you are not fully satisfied with your item purchased from Skandium, you can return it within 30 days for a full refund.
Please note this does not include “made to order” items or items requiring assembly or installation. Please see our Policy section for more information.
To qualify for a full refund the item must be returned in resellable condition in the original packaging.
Note that this requires the original branded packaging to be without any damages. Damage to the original packaging includes shipping labels or improper use of tape for sealing the package.
To return the item please package it carefully and send it to the following address, together with your contact details and order number:
Unit 9 Albone Way
You do not need to contact us prior to returning the item, but we do advise that you get a Certificate of Posting as proof of dispatch.
It is not possible to return your item at our shop & showroom.
After we receive your returned item, we will inspect it and process your refund. The refund will be issued to the original payment method used for the purchase.
If the returned item is not in a resellable condition or packaging is damaged our Customer Care team will contact you.
If you have any questions, please contact our Customer Care team on (+44) 0203 633 7626 (Mon-Friday 8.30am - 5.30pm) or email@example.com