Delivery & Returns
We always want to make sure that your New Papasan Chair purchase arrives in perfect condition whether it’s delivered by our trusted suppliers, or by us. Here you should find all the information you need on surcharge areas, delivery amendments and more. Please do not hesitate to contact us if you need any further information.
Once you have placed your order you will receive a confirmation e-mail which will indicate an estimated lead time for production of your order.
Most of our soft furnishings / cushions are bespoke and hand made to your order, so please allow up to 21-28 days for your fabric to be ordered, production and delivery to you. Please speak to us if you have a deadline to meet and we will do our best to help. We will advise you if any part of your order is out of stock or requires a slightly longer production time.
Where any delay occurs, we will notify you either by email or phone at the earliest opportunity. Lead times quoted are given in good faith, based on the best available information we have at the time.
Once your order is completed, we will email you with your dispatch and tracking details, we use either ParcelForce or DX couriers depending on the size of your item and your delivery postcode. Text and email updates regarding your delivery are available if you supply a mobile number and email address. We offer Free postage on all our items if your delivery address is located in mainland UK but there are some exceptions so you could be given additional charges depending on your postcode, you can get an estimate for delivery to your postcode on our website before placing your order.
Areas that can incur additional charges include:
- Isle of Wight
- Industrial Scotland
- Scottish Offshore
- Isle of Man
- Scilly Isles
- Jersey, Guernsey & all other Channel Islands
- Northern Ireland
- Devon and Cornwall
* Please note, some areas of Scotland that don’t fall into Highlands or Offshore still incur an additional surcharge. This will be specified on checkout.
Deliveries to mainland UK businesses and residential addresses are usually made between 8am and 6pm Monday to Friday (excluding Bank Holidays). Certain postcode delivery locations can incur an additional postal surcharge and sometimes will require a longer shipping timescale. We can also arrange a Saturday delivery, but this will incur an additional postage surcharge.
Please note, while every effort is made to ensure that the estimated delivery date on your order confirmation is accurate, on rare occasions your delivery may be delayed due to circumstances beyond our control.
Your delivery will be completed when we deliver the goods to the address you gave us. On delivery, please ensure that you check your goods are correct and free from damage, and advise us immediately any discrepancies, damage, or missing items.
Any packaging should be opened carefully and kept in case you need to return the goods. If the packaging has been damaged, but your products are undamaged we can provide replacement packaging at no extra charge should you require it.
If no one is available at the address you gave us to take delivery, the courier may leave a note with information about how to rearrange delivery and/or may take a photograph to confirm the address to which delivery was made. Re-delivery charges may be incurred and calculated according to the number of items to be delivered and your – In these circumstances, re-delivery will not take place until any additional charges have been paid.
Please note cushions may be packed under the furniture frames and are delivered sealed in clear plastic wrapping that will allow for inspection. Once a cushion has been unsealed, please take care to not use it as if you decide to return all items must be returned in a good sellable condition.
If your goods are faulty, we can offer to repair or replace the products or affected parts.
If you are not available to take delivery at the prearranged time, or you refuse delivery, The Papasan Chair Company Limited reserves the right to charge you a restocking fee of £70.00.
European and Worldwide Shipping
Unfortunately we are not currently able to ship to addresses outside of the United Kingdom, but we are very happy for customers to arrange their own shipping and collect from our premises. We can provide all weights and dimensions required to assist in this process and we do hold details of recommended shipping companies used by customers in the past. Please give us a ring or contact us on: email@example.com for more information.
Although collection from our warehouse is not possible you may prearrange to collect items from a Camberley based residential address weekdays after 6.30pm and weekends before 12pm. We require 24hrs notice and all collections are by appointment only. Please contact us before completing your checkout.
Returns and Refunds
We’re sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund (less return or collection costs set out below) once the product has been returned to us. Simply contact us within 14 days of receiving your product(s) and we will assist you with your return.
Unfortunately, this does not apply to bespoke, custom made cushions or upholstery including:
- Where we have ordered the fabric specifically for your order (which we will advise in your confirmation email)
- Or you have added extras to your cushion order including piping, trims, or Velcro straps
- Or your cushion has been made to your bespoke sizing
If you wish to return the goods to us after delivery has been made, it is your responsibility and cost to return the items to our central delivery point at our head office address in a good saleable condition and your own cost, no later than 14 days from the day on which you communicate your cancellation. Our head office address is The Papasan Chair Company, The Studio, 53 The Avenue, Camberley, Surrey GU15 3NF
The Papasan Chair Company Limited recognises that many customers do not have the means to return large items and will arrange collection during regular business hours (Monday to Friday) if requested. A charge will be made to cover the cost of collecting the item(s). This charge will be calculated according to the number of items to be returned and your location.
Return/Collection Costs Mainland UK Only Per Item – Postal Surcharges may apply depending on Postcode
- Papasan or Mamasan Chair – £45.00
- Papasan Cushion – £25.00
- Mamasan Cushion – £25.00
- Papasan Chair Frame – £25.00
- Side Table / Footstool – £25.00
You are responsible for the goods once they have been delivered to the address you gave, and you are liable for any subsequent loss or damage. A deduction will be made if the value of the goods has been reduced, for example as a result of you handling the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods), assembling the goods, using the goods, or damage caused during return transit by you or a third party, or as a consequence of inadequate re-packaging. Additionally, a charge may be made to replace any missing or damaged original packaging.
Following the cancellation of your order any monies will be refunded by the method you used to pay us where possible, and usually within 14 days of our receipt of the returned goods at our head-office address, or within 14 days of you providing evidence of having returned the goods, whichever is sooner. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.
If your goods are faulty, you are entitled to claim a repair or replacement of the goods or any affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.
If you refuse delivery, please notify us so that we can expect the return shipment.
If you later discover any defects not caused since delivery, you should notify The Papasan Chair Company Limited immediately, including photographs and a written description of the defect/s, either by email to: firstname.lastname@example.org
We reserve the right to request images or inspect any reported issues and remedy on-site in compliance with your statutory rights. Once delivery has taken place, we may be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.