Delivery Information
Free UK mainland delivery over £100*
Our goal is to deliver your items as quickly and smoothly as possible. We strive to dispatch all in-stock orders placed before 12 PM on the same day they arrive, typically using a next-working-day delivery service. However, bulky items requiring palletized or white-glove delivery may take longer. While we cannot guarantee next-day delivery due to reliance on third-party couriers, we work closely with our partners to maintain the high standards we uphold at Utility.
* Free UK delivery is a mainland promotion and as such excludes Northern Ireland, the Isle of Man. Other remote locations may also be excluded. Certain brand and product exclusions apply due to weight/ size etc. Delivery is automatically calculated at checkout based on your basket content and post code. If your order qualifies for free delivery, this option will be available to selection at checkout.
We reserve the right to make additional delivery charges for overseas deliveries and for remote parts of the UK such as the Isle of Wight, Isle of Man, Northern Ireland, Shetland, the Western Isles and the Highlands. If you would like to query a delivery cost before placing you order you can do so via telephone (0151 494 9412), email (sales@utilitydesign.co.uk) or live chat during office hours. We reserve the right to charge delivery for clearance or sale items which will be advised before purchase.
Brexit update
Since the U.K. left the European Union, we have experienced occasional delays in importing products due to the time required for customs clearance. These delays vary depending on the supplier and the courier service used. However, we are committed to ensuring that all items reach our customers as quickly as possible.
Please note that Utility is a UK-based company, and UK customers will not incur any additional customs or VAT charges beyond the retail prices displayed online. However, for customers in the EU, customs duties, import taxes and VAT particular to your location will need to be paid. This is outside of our control and we recommend speaking with your local customs office for more information.
If you have any queries or would like more specific information on your chosen products, please contact our Customer Care Team over the phone on 0151 494 9412, over email at sales@utilitydesign.co.uk or via Live Chat (currently open between 9am - 5pm daily. The Utility Sales Team are available Monday to Friday (excluding public holidays), 9am to 5pm (GMT).
Delivery FAQs
Do you have a next day delivery option?
Our “standard delivery” is a next working day delivery service to UK mainland addresses for ‘in stock’ orders placed before 12pm.
My order is awaiting supplier delivery. When will I receive delivery?
When you order a ‘made to order’ item we place your order with the product supplier and they set about putting your new item(s) into production. If your order status is “awaiting supplier delivery” it means that this process has been started but the factory has yet to provide us with an estimated shipping date.
As soon as we’ve received a shipping date from the supplier we will be in touch with you to arrange delivery.
Generally the lead time listed on the product page will be accurate but should the factory notify us of any delays, we will be in touch with you to provide you with an update.
When will I know my order has been dispatched?
Once your order has been dispatched you will receive a confirmation email with tracking details for all courier dispatches.
Do you deliver items separately?
No. If your order contains multiple items we will send these out to you in one delivery. If there are unforeseen circumstances that delay your order we may be able to organise a part delivery. For more information please email sales@utilitydesign.co.uk
When can I expect my delivery to arrive?
UK deliveries : We aim to deliver all in stock orders (placed before 12pm) on a next working day delivery service unless otherwise requested by the customer. All other deliveries are subject to the lead time stated on individual product listings. Once items arrive into our warehouse, they are quality checked before our sales team contact you to organise a suitable delivery date.
Non UK mainland deliveries : 2 to 9 days transit time for international courier deliveries (depending on final destination) + additional lead time if specified on individual product pages.
Can you deliver to a hotel or public space?
No, unfortunately not. Your goods must be delivered to a place of residence or business address only.
Can my order be left in a “safe place”?
No. All deliveries must be signed for unless you pre-arrange this with the courier at your own risk.
How much will the duties and taxes be for my international delivery?
This information can be found at your local customs office and varies depending on which country you’re having your order delivered to. You as the customer are solely responsible for paying these fees.
Can you lower the invoice value for customs purposes?
Unfortunately, this is illegal and therefore is not something we’re able to do.
Delivery Methods
Utility offer three delivery options
- Standard delivery by courier.
- Curbside palleted service for oversized, bulky or fragile items.
- White glove delivery & installation service.
Delivery Partners
Courier Service – DPD :
All deliveries take place from 8 am and 6 pm Monday to Friday - unless an upgraded service is arranged with us (additional charges apply).
It is essential that you are available to receive the goods or organise for someone to sign on your behalf. If you have instructed for items to be left with a neighbour or left somewhere without a signature this is deemed as an un-secure delivery, is carried entirely at the customers own risk and a claim for damages or losses after receipt/signature can not be made.
It is imperative your delivery is signed for as 'goods unchecked'. Without this courier companies negate any claim for loss or damage.
If a delivery attempt is made and failed and the items are returned to us, the full cost of delivery and return costs will be charged to cover the courier's costs.
It is essential all product packaging and outer packaging is retained if you receive damaged or incorrect items otherwise this will negate any action we can take to remedy the situation.
Any damages, wrong deliveries or shortages must be notified to us within the below deadlines. This is absolutely imperative. Please do not wait until you are ready to install an item as unfortunately we can’t accept claims outside of this time due to courier restrictions:
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- DPD - within 24 hours of receipt of delivery
Crated Service – Palletways:
This is a standard service which applies to all large/ bulky items.
This is a kerbside crated service – the crate will be brought onto your driveway only. Please ensure someone is available to assist with removing the items from the crate as they may be quite heavy – unfortunately, the driver won’t be able to assist you with this.
Please ensure your driveway is clear so the driver has free and easy access
All deliveries take place from 9 am and 5 pm Monday to Friday - unless an upgraded service is arranged with us
You must be available to receive the goods or organise for someone to sign on your behalf. If you have instructed for items to be left with a neighbour or left somewhere without a signature this is deemed as an un-secure delivery, is carried out entirely at the customers own risk and a claim for damages or losses can’t be made.
If a delivery attempt is made and failed and the items are returned to us, the full cost of delivery and return costs will be charged to cover the courier costs
Please note we can offer no consequential loss/ compensation for failed deliveries other than the refund of any delivery charge paid.
Any damages, wrong deliveries or shortages must be notified to us before 5.30pm on the day of delivery. Unfortunately, we can’t accept claims outside of this time:
White-Glove Service:
An optional upgrade to our standard delivery service. We will give you this option together with the associated cost
2 man delivery service includes placing your furniture in your room of choice & removing all packaging for recycling.
Installation of your furniture is not included. If you require installation we can request a quotation for the additional charges – this must be organised before your goods are released for delivery.
All deliveries take place during 9 am and 5 pm Monday to Friday – they will contact you directly once your items arrive into their UK warehouse to inform when they can deliver - the delivery date is dependant on when they are in your area.
Deliveries are made on the understanding that the goods can be delivered with unencumbered access and all items restricting this must be removed prior to delivery.
All deliveries are made to a ground floor level. If you require delivery to a different level you must advise us so we can request a quotation for the additional charges. This additional cost will be payable prior to delivery.
It is essential that you fully check your furniture before signing the paperwork and any damages must be illustrated to the driver – once the paperwork is signed without any exceptions we don’t have the possibility to claim on your behalf