Shipping and Delivery Policy for our Shop Collection
Last updated: December 2025
This Shipping & Delivery Policy explains how we deliver our made-to-order furniture and cushions, restored vintage pieces, and ready-to-ship products purchased within our Shop Collection at www.marsdengrace.co.uk (“we”, “us”, “our”).
We aim to make delivery as smooth and transparent as possible, and we’ll keep you updated every step of the way.
If you have any questions, please contact: andrew@marsdengrace.co.uk
1. Delivery Areas
We currently deliver to:
✔ UK Mainland (England & Wales)
Delivery is included in the price of your item unless stated otherwise.
✖ Scotland, Northern Ireland, Channel Islands, Isle of Man, Isle of Wight or Internationally
At this time, we cannot process checkout orders to these locations.
If you live in one of these areas, please contact us before ordering and we will provide a personalised delivery quote where possible.
If you attempt to checkout using a postcode we cannot ship to, you will not be able to complete your order.
2. Types of Deliveries We Offer
White-Glove Delivery (Large or Upholstered Items)
Large furniture pieces are delivered by a specialist two-person team.
This includes:
Delivery to a ground-floor room of your choice
Placement of the item in the room
Removal of packaging (on request)
White-glove delivery is included in the price for all UK mainland (England & Wales) addresses.
Staircases / First Floor Delivery
If you require delivery beyond the ground floor, please contact us before placing your order.
Additional fees may apply.
Access Requirements
Please ensure that doorways, corridors, staircases and lifts are large enough to accommodate your item. You are responsible for checking that delivery is possible.
If the delivery team cannot safely deliver the item due to access restrictions, the item is not eligible for a refund and redelivery fees may apply.
Standard Delivery (Smaller or Ready-to-Ship Items)
Smaller pieces such as lamps, cushions, accessories or lightweight vintage items are delivered via courier.
You will receive tracking information once your order has been dispatched.
3. Production & Lead Times
Because we offer made-to-order and handcrafted pieces through our online shop collection lead times vary depending on the product.
Made-to-Order Furniture & Cushions
Lead times are shown on each product page. For made-to-order items, production may begin shortly after your order is placed. Order acceptance may occur when production begins, even if a dispatch notification has not yet been sent.
Restored Vintage Pieces
Delivery usually takes from dispatch 1–2 weeks depending on the size of item and the courier.
We’ll keep you updated if anything changes.
4. Delivery Times
Ready-to-Ship Shop Collection Items
Dispatched within 3–5 working days.
Delivery usually takes from dispatch 2–5 working days depending on the courier.
Made-to-Order Shop Collection items
Delivery is arranged once your piece is complete.
We will contact you to schedule a convenient time for white-glove delivery or with courier details.
5. Delivery Charges
UK Mainland (England & Wales)
Delivery is included in the price of your item.
White-glove delivery is included for large furniture.
Scotland, Northern Ireland & other locations
Please contact us for a bespoke delivery quote prior to ordering.
6. Failed Deliveries or Missed Appointments
For white-glove items, the delivery team will contact you to arrange a date and time slot.
If you miss the appointment or access is not possible, an additional redelivery charge may apply.
We cannot refund orders where delivery was attempted but could not be completed due to access issues.This does not affect your statutory rights regarding faulty or misdescribed goods
7. Damaged or Faulty Items
We take great care to ensure items arrive in perfect condition.
However, if your order arrives damaged:
Please email us within 48 hours at: tina@marsdengrace.co.uk
Include:
Your order number
Photos of the damage
Photos of the packaging
This helps us work quickly with our couriers or workshops to put things right.
We will:
Repair the item, or
Replace the item, or
Offer a refund (if repair or replacement is not possible)
This does not affect your statutory rights.
8. Delivery of Vintage Shop Collection Items
Restored vintage pieces may carry natural imperfections, age-related character or patina.
These are not considered faults and form part of the charm of vintage furniture.
If a vintage item arrives materially damaged in transit, we will of course resolve the issue under our damage policy above.
9. International Shipping
At this time, we do not ship internationally via the website.
If you are outside the UK and wish to purchase an item, please contact us to explore options and to get an accurate quotation.
10. Questions?
We’re here to help.
Please contact us at:
tina@marsdengrace.co.uk