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Delivery Schedule:
Our shipping policy offers air delivery for chairs, which, when ordering more than two, may result in staggered arrivals over the course of 1-4 working days. For those preferring a consolidated shipment, we provide sea shipping, extending delivery by an additional 2-3 weeks but ensuring your order arrives in one batch. If you wish to customise your shipping preferences, please contact us via email to make arrangements that best suit your needs.
For items like chairs or bar stools, deliveries are made individually. Shipping them separately allows us to offer free delivery and use air freight, as the weight remains manageable.
Should you have any inquiries regarding your order's progress, our team is at your service to provide updates.
For larger furniture pieces, we generally aim for a delivery window of four to eight weeks, acknowledging that production timelines can occasionally extend this period.
Smaller items typically reach their new homes within one to four weeks from order confirmation.
1.a) White Glove Service:
For an additional fee of £200, we offer an exclusive white glove service designed to ensure the utmost convenience and satisfaction. This premium service includes the professional assembly of your item, if required, as well as delivery to your designated room. Our dedicated team will also responsibly dispose of all packaging materials and will be available to answer any questions you may have about the product and its maintenance.
You will be contacted for delivery by our partners DRS (Distribution Resourcing Services).
Please be aware that while this service is intended to provide a seamless and hassle-free experience, the fee for this white glove service is non-refundable. This policy is in place because the service incurs costs that are allocated immediately to the provision of these benefits, independent of the satisfaction with the purchased items themselves. This ensures our team can consistently deliver this specialised service to all customers, enhancing the overall setup and enjoyment of your purchase without the hassle of setup and cleanup.
Please note: Our standard free shipping does not include delivery up stairs in apartment buildings, as it is handled by standard carriers such as DPD, Evri, Royal Mail, etc. Additionally, these carriers do not remove packaging. For this reason, we offer the white glove service to provide the extra assistance our customers may need.
1.b) Customs Fees and Import Duties:
Please note that approximately 10% of larger international orders may be subject to customs fees, import duties, or taxes upon arrival in the destination country. These charges are determined by your local customs authority and are beyond our control.
All applicable customs fees must be paid in full by the customer. Nisu Home is not responsible for any additional charges incurred during the import process, and we cannot influence or predict the outcome of customs clearance decisions. We recommend checking with your local customs office for further information regarding potential fees before placing your order.
1.c) Estimated Dispatch:
We strive to provide accurate dispatch estimates, though on occasion there may be slight delays. As our pieces are handmade, larger orders can take approximately 8–15 working days to complete. We truly appreciate your patience and understanding.
*Note on Brexit/Red Sea War: Delays at borders are outside our control, and once an item is en route from its origin, order cancellations and subsequent refunds are not viable.
1.d) Setup & Installation:
Our service scope currently extends to doorstep delivery only, which includes ground floor front door access. We do not offer installation services at this time, and the unpacking or assembly of items will be up to you, unless you choose our White Glove Service.
1.e) International Deliveries:
For our international customers, additional customs duties may apply based on your locale, which will be your responsibility to settle. We recommend checking with your local customs office prior to ordering. For bulk international orders, discounts may be available.
Please note, we are not accountable for returns or import penalties stemming from customs delays. Larger items will be shipped by sea to ensure their intact arrival.
1.f) Locations of Manufacture:
Though Nīsu Home is proudly UK-based, our manufacturing partners span the globe. Consequently, many products will ship directly from our international locations.
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Our Commitment:
In the unlikely event that incorrect, damaged, or defective items arrive, or the quantity does not match, we ask that you inform us within two days of receipt for us to address the issue promptly.
Please note some products may have a slight height variation of 1-1.5cm.
We are not liable for damage resulting from mishandling by customers or third parties.
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Change of Heart:
If you reconsider a non-sale purchase, reach out within 14 days of receipt. To process a refund, items must be returned in their pristine, original condition along with the original packaging.
The return shipping fee falls under your responsibility, and the goods must remain in your care until safely returned to us. Refunds are contingent on the returned items being undamaged.
Made-to-order or customised items, including those where you've chosen specific characteristics, cannot be returned unless they are faulty.
In case of any delivery concerns, we urge you to inspect your order upon arrival and contact us within a 48-hour window for any discrepancies.
For self-assembled products, adherence to our guidelines is crucial, as we cannot take responsibility for damage due to incorrect assembly.
In situations of approved returns due to transit damage, you will cover the return costs but will be refunded the item's value once we have conducted our inspection.
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Cancellation Window:
You have a 48-hour grace period post-order to request cancellation. If the item is already in dispatch, our return policy will take effect upon delivery.
Made-to-order items, customized according to your preferences, are non-cancellable post the initial 48-hour window.
Please be aware that uncollected items from delivery services that have been notified are the customer's responsibility. If such items are returned to us, reshipping will be at the customer's expense.
5. Our Products:
Please be aware that due to the unique and handcrafted nature of our products, there may be minor discrepancies in the dimensions and coloration when compared to the digital images displayed on your screen. Each item is individually made with meticulous attention to detail, which means that slight variations are inherent and contribute to the uniqueness of each piece. This aspect of our handcrafted goods is a testament to the individual care taken in their creation and is not to be considered a flaw, but rather a signature of their bespoke character.
