Shipping policy

Shipping & Delivery Policy

For selected products the price includes delivery to UK mainland addresses in England, Scotland and Wales (exclusions apply).

For other items, delivery charges will apply and will be clearly displayed at checkout before purchase.

All standard deliveries are made Monday to Friday between 7:00am and 6:30pm (exclusions apply).

Heavy Item Delivery (Over 25kg)

For any item with a total weight exceeding 25kg, a flat-rate delivery charge of £49 will apply.

  • This £49 charge provides a premium two-man delivery service.

  • The two-man team will deliver the item to a reasonable location of the customer’s choice at the delivery address, subject to health and safety considerations and access restrictions.

  • Delivery will not include unpacking, installation, assembly, or removal of packaging, unless expressly stated otherwise.

  • Delivery into properties (e.g. upstairs, through tight spaces, or into specific rooms) is subject to safe access and the discretion of the delivery crew. If delivery beyond the kerbside is deemed unsafe, delivery will be made to the nearest safe location.

Any applicable delivery charge will be clearly shown at checkout before purchase, in accordance with UK consumer law.

Delivery Areas

We currently do not deliver to Northern Ireland or the Republic of Ireland.
If you wish to purchase Kettler furniture, please visit our stockist page to find your nearest retailer.

Postcode Surcharges & Extended Delivery Times

Some postcodes attract a delivery surcharge and/or extended delivery times:

  • Any postcode commencing: PA, IV, AB, PH, DD, IM, JE, GY, KW, ZE, HS

  • Postcode ranges: TR21–TR25 and PO30–PO38, PO40–PO41

If you live in one of these areas, we will contact you to arrange payment of the additional surcharge before dispatch.

Dispatch & Delivery Timing

Our policy is to dispatch goods in line with customer requirements, and we will do our best to meet any requested delivery date. However:

  • We do not deliver on bank holidays

  • Delivery dates are not guaranteed

  • To secure the purchase price, all deliveries must take place within 30 days of order

  • Kettler cannot accept liability for failure to deliver on a specific date due to factors outside our control

Please provide a valid contact telephone number at checkout in case of delivery queries.

Delivery Methods

  • The majority of Kettler products are delivered via a one-man overnight delivery service

  • Smaller items may be dispatched via Royal Mail or courier

  • Items over 25kg are delivered using the two-man premium service, as outlined above

Missed Deliveries & Signatures

  • All deliveries require a signature

  • We will not leave goods unattended without a signature

  • If no one is available, the carrier will leave a calling card to arrange re-delivery; additional charges may apply

  • If you request delivery to be left with a neighbour or in a designated place, this is done entirely at your own risk, and damage claims may not be accepted

Access Restrictions

Due to the size of delivery vehicles, you must inform us prior to delivery of any access restrictions (e.g. narrow roads, low bridges, overhanging trees).

Failure to do so may result in:

  • Failed or refused delivery

  • Re-delivery charges payable by the customer

Kettler will not accept claims for compensation arising from access issues that were not disclosed in advance.

Checking Your Delivery

Upon delivery, you must:

  • Count the number of items received

  • Inspect packaging for damage

  • Note any discrepancies or damage on the delivery paperwork before signing

A signature confirms receipt of the correct number of items and acceptable packaging condition.
Any issues must be reported within 48 hours of delivery.

This does not affect your statutory rights under UK consumer law.

Customer Support

If you have any queries regarding deliveries, please contact us:

📧 sales@kettlerdirect.co.uk
📞 01527 591901