Shipping policy

Last updated: 08/01/26

This Shipping & Delivery Policy explains how Casana Interiors Ltd (“Casana Interiors”, “we”, “us”, “our”) delivers orders placed via our website, by email or by phone within the United Kingdom.

It should be read together with our Terms & Conditions of Sale, Delivery Information page, Returns & Refunds Policy and Will It Fit? Guide. Nothing in this Policy affects your statutory rights under UK law.

1. Delivery Areas

We currently deliver to most mainland UK postcodes.

At present, we are unable to deliver to:

  • Northern Ireland
  • The Scottish Highlands and Islands
  • Channel Islands, Isle of Man and other offshore locations

If you are unsure whether we can deliver to your address, please contact us before placing your order and our team will check with our delivery partners.

As the business expands, you can amend this section if you start covering NI / islands with supplements.

2. Delivery Services

We use different services depending on the size and nature of your order.

2.1 Small Item Delivery

Smaller accessories and lightweight items are delivered by a trusted national courier on a door-step basis.

  • Delivery is to your door only (front door of the building or reception for flats).
  • You will receive tracking details once your order is dispatched.
  • Typical delivery time is 3–5 working days from dispatch, excluding weekends and bank holidays.

2.2 Collection costs

Larger furniture and bulky items are delivered using a suitable specialist carrier, typically with a two-person crew where required due to size or weight.

Standard delivery for furniture and large items is kerbside or doorstep delivery only. This means delivery is made to the front door of the building or ground-floor entrance.

Please note:

  • Delivery does not include carrying items into your property
  • Delivery does not include unpacking, assembly, positioning or installation
  • Packaging is not removed as part of standard delivery

If you require assistance beyond doorstep delivery, including internal placement or assembly, this may be available by request only, subject to availability and additional charges. Please contact us before placing your order to discuss your requirements.

We do not currently offer removal or disposal of old furniture as part of our standard service, but you can contact us to request this as an additional service.

2.3 Mixed Orders

If your order includes both small and large items:

  • They may be shipped separately using different carriers; and
  • You may receive more than one delivery and tracking notification.

3. Delivery Lead Times

All lead times are approximate and may vary by product and location. Any specific lead time shown on a product page or in your order confirmation is an estimate, not a guarantee.

3.1 In-Stock Items

For in-stock items:

  • Small items: usually delivered within 3-5 working days from dispatch.
  • Large items: usually delivered within 7-10 working days of order confirmation, depending on postcode and carrier availability.

3.2 Pre-Order & Made-to-Order Items

Some products are pre-order or made-to-order:

  • Estimated lead times (e.g. 12–14 weeks) are displayed on the product page.
  • Once your items arrive at our UK warehouse, our delivery partner will contact you to book a delivery date and time window.

If we become aware that your order will be significantly delayed, we will let you know as soon as reasonably possible. In some cases of substantial delay, you may have the right to cancel under consumer law and receive a refund for any undelivered items.

3.3 Express Delivery (Where Available)

For certain in-stock small items, we may offer express delivery at checkout for an additional charge:

  • Express options and pricing will be clearly shown before you confirm your order.
  • Express services may not be available in all areas, at all times, or for all products.

4. Delivery Costs

Unless stated otherwise:

  • Standard mainland UK delivery is free for all orders
  • Delivery is provided on a doorstep / kerbside basis only

Additional charges may apply where:

  • You request non-standard delivery services, such as internal placement or assembly
  • Delivery access is complex and requires prior agreement
  • Express delivery is selected for eligible small items

Any applicable charges will be clearly confirmed before you commit to the order.

5. Access & Fit Requirements

Standard delivery is to the doorstep only. The access and fit guidance below applies where additional delivery services have been agreed in advance.

  • There is suitable access to your property for our delivery vehicle;
  • Internal access routes (corridors, doorways, staircases, lifts) are clear and safe;
  • The items will fit through all access points and into the intended room.

We provide a “Will It Fit?” Furniture Delivery & Measuring Guide to help you measure:

  • Front and internal doors
  • Hallways and tight corners
  • Staircases (including width, turns and headroom)
  • Lift doors and internal dimensions (where applicable)

If you know of any access restrictions (for example, spiral stairs, tight turns, low ceilings, no lift to higher floors, or gated/permit-only parking), you must tell us when requested by our team or our carrier.

5.1 If Access Is Restricted

Our delivery team will always aim to help, but they must work safely. If they reasonably believe that delivery to the room of choice:

  • cannot be completed safely, or
  • is likely to cause damage to the property or the goods,

they may decide not to proceed beyond a certain point (for example, to the ground floor only).

If the item cannot be delivered or assembled because it does not fit through your access routes and this was not due to our error:

  • The delivery may be treated as a failed delivery or change-of-mind return; and
  • Collection and/or redelivery charges may apply (see Section 7).

We are not liable for damage to walls, floors, ceilings or décor where access is unusually tight or unsuitable and this has been explained to you by the crew. You are responsible for protecting delicate finishes (for example, freshly painted walls, soft flooring) before delivery.

 

6. Delivery Appointments & Tracking

6.1 Furniture & Large Items

For large items and furniture:

  • Our delivery partner will contact you once your order is ready to book a delivery date.
  • You will usually be given a time window (typically a 3–4 hour slot, where available).
  • You must ensure that someone aged 18 or over is available to receive and sign for the delivery.
  • Delivery is completed at the doorstep unless otherwise agreed in writing.
  • Where available, you may receive SMS or email updates on the day of delivery with more precise timing.

6.2 Small Items

For small items sent by courier:

  • You will receive an email with tracking details once your order has been dispatched.
  • Any additional notifications (for example, time slots or “out for delivery” messages) will be provided directly by the courier where supported.

7. Failed Delivery, Redelivery & Charges

A delivery may be classed as failed if:

  • No adult is present to accept the delivery within the agreed time window; or
  • The driver or crew cannot safely access the property; or
  • The item cannot be delivered because access is unsuitable and this was not due to our error.

In these situations:

  • We may treat the situation as a change-of-mind return; and
  • You may be responsible for the direct cost of collection and/or redelivery.

For large furniture requiring a two-person team, charges for a failed delivery or collection typically start from around £200 per event for mainland UK, depending on location and the size/number of items. These amounts reflect the actual cost to us of scheduling a specialist crew and vehicle and are not penalties.

We will always:

  • Explain the situation; and
  • Confirm any fees in advance before arranging redelivery or collection.

Where a delivery fails due to our error or that of our carrier, you will not be charged redelivery fees.

If repeated delivery attempts fail for reasons within your control, we may cancel your order and refund you minus any delivery-related costs we have already incurred.

8. Inspection & Acceptance of Goods

We recommend that you inspect your items on delivery, while the team is present, wherever possible.

If you notice visible damage, missing parts or the wrong item, tell the delivery crew and ask them to record the issue on their delivery report. You should then contact our Customer Care team within 48 hours of delivery with:

  • Your order number
  • A brief description of the problem
  • Clear photographs of the issue and, where relevant, the packaging

The 48-hour timeframe helps us resolve issues quickly with our delivery partners. It does not remove your legal rights in relation to faults that appear later.

If damage is reported only after items have been moved, reassembled or used, it may be harder to confirm whether the issue was present at delivery.

For faults that arise after delivery, please see our Returns & Refunds Policy and Warranty Policy.

9. Risk & Ownership

  • Risk in the products (for example, risk of loss or damage) passes to you when they are delivered to your address or to another person you nominate to receive them.
  • Ownership of the products passes to you only once we have received payment in full, including any applicable delivery or service charges.

If you choose to arrange your own courier for collection from us, risk passes to you once the goods are handed to your chosen carrier.

10. Delays & Events Outside Our Control

We will make every reasonable effort to deliver your order within the stated timeframes. However, we are not responsible for delays caused by events outside our reasonable control, such as:

  • Severe weather conditions
  • Road closures, traffic incidents or transport strikes
  • Supplier or manufacturing delays
  • Industrial action affecting our carriers
  • Other unforeseen operational issues

If an event outside our control affects delivery:

  • We will contact you as soon as reasonably possible to let you know; and
  • We will take reasonable steps to minimise the delay where we can.

If there is a risk of substantial delay, you may contact us to cancel the affected order and receive a refund for any goods you have paid for but not received.

11. Contact Us

If you have any questions about shipping, delivery, access or a specific order, our Customer Care team is here to help.

Email: contact@casanainteriors.co.uk

Telephone: 01925 594 254