Shipping & Delivery Policy

At ACRE & LIVING, we understand how exciting it is to receive something special for your home. Whether you’ve ordered a beautifully handcrafted decorative piece, stylish furniture, or everyday home essentials, we aim to ensure your order reaches you safely and efficiently.

We take care in preparing and packaging our products to help protect them during transportation.

Please review our Shipping & Delivery Policy for information about order processing, delivery arrangements, shipping charges, and important delivery considerations.

1. Shipping Locations

ACRE & LIVING offers delivery to eligible destinations within the United Kingdom, as displayed at checkout.

Delivery availability may vary depending on your location, the product’s size, weight, and the services offered by our delivery partners.

Certain remote locations, including some Scottish Highlands and Islands addresses, may have limited delivery services or additional charges.

Any applicable delivery restrictions and charges will be communicated before your order is completed.

International Shipping

International delivery is available only where a delivery option is specifically offered at checkout.

Where international shipping is available, additional customs charges, import duties, or local taxes may apply. Any charges payable by the customer will be disclosed as required before purchase.

2. Order Processing

Once your order has been placed successfully, you will receive an order acknowledgement at the email address provided during checkout.

Orders are prepared for dispatch according to product availability and the applicable processing timeframe.

Estimated Order Processing Time: [Insert processing timeframe, e.g. 1–3 working days]

Processing times may vary for:

Handmade products
Made-to-order products
Large furniture
Personalised items
Products requiring additional preparation or packaging

Where a longer processing period applies, it will be communicated on the relevant product page or before checkout.

Please note that order processing time and delivery transit time are separate.

3. Delivery Timeframes

We aim to deliver orders within the timeframe communicated during checkout or in your order confirmation.

Estimated delivery times may depend on:

Delivery destination
Product availability
Product dimensions and weight
Order processing requirements
Courier and logistics services

Standard Delivery: [Insert estimated number of working days]

Large Furniture Delivery: [Insert estimated number of working days]

Made-to-Order Products: As specified on the relevant product page and agreed before purchase.

Delivery estimates are provided in good faith.

Unless a different delivery timeframe has been expressly agreed with you, we will deliver your order without undue delay and within 30 days after the sales contract is formed, in accordance with applicable UK consumer law.

4. Shipping Charges

Shipping costs are calculated based on the delivery options available for your order.

Charges may vary depending on:

Delivery location
Package dimensions
Product weight
Shipping method
Specialist handling requirements

All applicable shipping charges will be displayed before you complete your purchase.

For larger furniture or oversized products, additional delivery charges may apply. These will be disclosed before payment.

If free delivery is offered on selected products or qualifying orders, the applicable eligibility requirements will be clearly displayed on our website.

5. Handmade and Made-to-Order Products

At ACRE & LIVING, we celebrate craftsmanship and thoughtfully designed home products.

Some products may require additional preparation or production time due to their handmade nature.

For these items:

Estimated production and dispatch times will be provided before purchase.
Processing times may differ from ready-to-ship products.
Delivery estimates will account for the agreed production period.
We will notify you if an unexpected delay affects your order.

A product being handmade or made-to-order does not automatically remove your statutory cancellation rights.

Where an item is made to your individual specifications or is clearly personalised, a statutory cancellation exception may apply. Any applicable exception will be explained before purchase.

6. Furniture and Large Item Delivery

Larger furniture and oversized home products may require specialist transportation and delivery arrangements.

Depending on the product and delivery provider, delivery may involve a scheduled appointment.

Customers should ensure that:

The delivery address is accurate.
The property can be accessed safely.
Doorways, hallways, staircases, and entrances are suitable for the product’s dimensions.
Any relevant access restrictions are communicated before delivery.

Unless expressly included in the delivery service purchased, assembly, installation, removal of packaging, and placement in a specific room may not be included.

Any restrictions or additional charges for specialist delivery services will be explained before purchase.

If you are unsure whether a furniture item will fit into your property, we recommend checking its dimensions carefully before placing your order.

7. Order Tracking

Where tracking is available, we will provide shipment information once your order has been dispatched.

Tracking details may be supplied by email or through your order confirmation or customer account.

Please allow a reasonable period for tracking information to become active after dispatch.

For large furniture deliveries, tracking or appointment arrangements may differ depending on the logistics provider.

8. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate delivery information at checkout.

Please check that your:

Full name
Delivery address
Postcode
Contact number
Email address

are correct.

If you notice an error, please contact us as soon as possible.

We will make reasonable efforts to update delivery details where the order has not yet been dispatched.

Changes may not always be possible once a shipment is in transit.

Where incorrect information supplied by the customer causes additional delivery costs, reasonable charges may apply where permitted by law and communicated to the customer.

This does not affect your rights where a delivery failure is our responsibility.

9. Failed Delivery Attempts

If a delivery attempt is unsuccessful, the courier may:

Attempt delivery again.
Contact you to arrange another delivery.
Provide instructions for collection.
Return the parcel to the sender.

For furniture and large items, a missed scheduled delivery appointment may result in additional delivery arrangements.

Any applicable redelivery charges will be handled in accordance with the agreed delivery terms and applicable consumer law.

If your delivery is unsuccessful, please contact our customer support team so we can help resolve the issue.

10. Delayed Deliveries

We aim to deliver every order within the agreed timeframe.

However, occasional delays may occur because of:

Severe weather
Transportation disruptions
Courier operational issues
Unexpected supply-chain interruptions
Public holidays
Other circumstances beyond our reasonable control

If we become aware of a significant delay, we will endeavour to notify you and provide updated delivery information.

Where delivery does not take place within the legally required or agreed timeframe, you may have the right to cancel the order and receive a refund in accordance with the Consumer Rights Act 2015.

Nothing in this policy limits your statutory rights.

11. Lost Parcels

If your order has been dispatched but has not arrived, please contact us.

We will investigate the matter with the relevant delivery provider.

If an item is confirmed lost before delivery to you or a person you nominated to receive it, we will provide an appropriate remedy in accordance with applicable consumer law.

Customers are not required to resolve disputes directly with a courier appointed by us.

12. Damaged Items During Shipping

We take care to package our products appropriately.

If your order arrives damaged, please contact our customer support team as soon as reasonably possible.

Customer Support Email: [Insert Customer Support Email]

To help us investigate, please provide:

Your order number
A description of the damage
Photographs of the product, where possible
Photographs of the packaging, if available

Photographs can help us investigate the issue, but they are not a mandatory condition for exercising your statutory rights.

Depending on the circumstances, we will arrange an appropriate repair, replacement, refund, or other remedy required by law.

13. Delivery Responsibility

We are responsible for the goods until they are delivered into your physical possession or that of a person you have nominated to receive them.

If you independently arrange for a carrier that we did not offer as a delivery option, responsibility may transfer differently in accordance with applicable law.

We remain responsible for ensuring that our contractual delivery obligations are fulfilled.

14. Multiple Shipments

Where an order contains multiple products, items may occasionally be dispatched separately.

This may occur because of:

Different product availability
Separate storage locations
Furniture delivery requirements
Different packaging or handling needs

If your order is dispatched in separate shipments, we will provide relevant delivery information where available.

Any additional shipping charges must be disclosed and agreed before purchase.

15. Order Changes and Cancellation

If you need to change or cancel your order, please contact us promptly.

We will confirm whether the requested changes can be made.

Customers purchasing eligible products online generally have a statutory right to cancel within 14 days after receipt.

Certain clearly personalised products or products made to individual specifications may be exempt from this change-of-mind cancellation right.

For detailed information, please refer to our Return & Refund Policy.

16. Contact Us

If you have questions regarding shipping, delivery, tracking, or your order, please contact our customer support team.

ACRE & LIVING LTD

Registered Office Address:

26 Southwark Street
Nottingham, England
NG6 0DA
United Kingdom

Company Registration Number: 17398770