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FAQs

Ordering

Yes! We're pleased to now offer same-day collection from our London Stores when you place your order over the telephone. Just call 020 7827 4496

If you're in the vicinity of Marylebone, why not call in advance and collect your items? Dial our telesales team on 020 7827 4496. Action your payment link, and await an email receipt. Then, head to one of the main tills in-store to collect. You may use our dedicated loading bay on Devonshire Place Mews, Marylebone.

Furniture and large lighting orders will be held at the Store for seven working days following a date agreed via phone call or email, while accessory items will be kept for 14 working days from notifying you that the order is ready to collect. If items are not collected, your order will be returned and cancelled.

We are happy to accommodate customers who have exceptional needs for this, so please let our Customer Service team know when we call you, and we’ll be happy to help in any way we can. Some large items, such as sofas and large tables, are excluded from our Call & Collect service.

Yes! Simplify your shopping order by phone using our telesales service for personalised assistance and a seamless transaction. Skip the online steps; call us on 020 7827 4496 for convenient, hassle-free service. 

Yes! Experience the convenience of same-day delivery for London postcodes. Call us to place your order, and we'll ensure your purchase arrives at your doorstep on the very day, providing swift and efficient service tailored to your needs. Call us on 020 7827 4496 for convenient, hassle-free service.

We will send you an Order Confirmation email detailing the products you have ordered including price and the lead time shown at the time of ordering. Should there be any error, or you do not receive an Order Confirmation please get in touch with us.

Non-acceptance of an order may be a result of one of, but not limited, to the following conditions:

  • The products you ordered are unavailable from stock.
  • The supplier has discontinued the products you have ordered.
  • Our inability to obtain authorisation for your payment.
  • Your order has not passed our fraud screening process
  • The identification of a pricing or product description error.
  • You are purchasing an age restricted product and we are not able to verify that you are over the required age.

An item is unable to be shipped overseas to your given delivery address, due to transport or import restrictions.

Should you wish, we would be delighted to offer you free gift wrapping on all store-placed orders. Giving your gifts an extra-special edge, our dedicated team will meticulously hand-wrap your items with our signature wrapping paper and gift boxes, with the option to leave a personalised message.

Payments

We accept payments with most types of credit and debit cards (including Visa, Maestro and Mastercard) as well as Shop Pay, Apple Pay, Google Pay and PayPal.

We do not accept American Express Cards. 

We cannot at this time redeem TCS Gift Cards online (however they can be redeemed in-store) though you can check your Gift Card balance online here.

The Conran Shop is the trading name of The Conran Shop Ltd. The site is owned and operated by The Conran Shop Ltd. Registered in England and Wales, company number 10535110.

Our registered office address is The Conran Shop, 16-22 Baltic Street West, London EC1Y 0UL. Please do not send returns to this address.

Our returns address is Online Returns, The Conran Shop, 3 Flatten Way, High Street, Syston, Leicestershire, LE7 1GU, UK.

Our VAT registration number is 344260911.

We are currently no longer offering Gift Cards for sale, but we encourage customers to use existing ones that remain valid.

With a Gift Card, the recipient will be able to purchase absolutely anything of their choice from The Conran Shop, in-store in either our Marylebone or Sloane Square stores (but not online); there are no exceptions. 

You can check your Gift Card balance online here or at the tillpoint in store.

Please note that Gift Cards must be used (either fully or partially) within 12 months to remain valid; if not used for a 12 month period the gift card will expire and the balance reduced to zero.

Deliveries

The price of the delivery depends on the size of the package:

- Small from £3

- Standard from £15 

- Large from £35 

(Small, Standard and Large parcels are Free Delivery when you spend £200 or more)

- Extra-large from £89.50


We are pleased to offer FREE UK DELIVERY when you spend £200 or more on all lifestyle and lighting orders (excludes furniture items and deliveries to locations specified below)

The costs of delivery will usually be as displayed to you on our website. However, for deliveries outside of the UK mainland and deliveries to any of the following postcodes AB, BT, DD, FK, GY, HS, IM, IV, JE, KA27, KW, KY, PA20- 88, PH, PO30-41, ZE and Islands, and for some large or heavy products that may require a more specialised delivery service other than our regular two-person furniture delivery service, we may only be able to provide you with an estimated delivery cost.

We are delighted to deliver to 44 countries, listed in full below.


United Kingdom

  • Channel Islands
  • Isle of Man
  • Guernsey
  • Jersey


European Union:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden


International:

  • Australia
  • Canada
  • Hong Kong SAR China
  • Israel
  • Japan
  • Malaysia

Our standard service currently aims for delivery within 2 to 14 working days from dispatch for in-stock items, depending on the product. Please see our table of estimates below for a better idea.

In-stock orders placed by 12 pm on a working day will be dispatched that day; orders placed over the weekend will be dispatched on the next working day.

Items that carry a lead time will be delivered within 5 working days from arrival at our warehouse. Please note that some in-stock furniture requires a special delivery due to its intricate nature, which may take longer than the date specified; we will contact you directly to arrange this.

Deliveries are usually made between 07.30 and 19.30, Monday to Saturday and usually require a signature on delivery. We regret that it is not possible to offer a dedicated date or time slot for delivery.

Area
Delivery Service
Working Days
UKExtra-Small Parcel Delivey
2
UKSmall Parcel Delivery2
UKStandard Parcel Delivery5
UKLarge Parcel Delivery5
UKExtra Large Partcel Delivery14
UKWhite-Glove Furniture Delivery14
EUSmall EU Parcel Delivery
10
EUStandard EU Parcel Delivery
10
EULarge EU Parcel Delivery
14
EULarge EU Parcel Delivery
On request
InternationalStandard Non-EU Parcel Delivery
14
InternationalLarge Non-EU Parcel Delivery
14
InternationalExtra-Large Non-EU Delivery
14
InternationalNon-EU Furniture Delivery
On request


Please note; items that require separate delivery from our suppliers, be they bespoke or simply not held at our warehouse, will be ordered around a lead time. Therefore, please find an estimated lead time on each product page to avoid disappointment. Our estimated lead times consider external supplier delivery, administration and construction times as well as delivery to our warehouse and quality checks. Additionally, the size of items and delivery locations may increase the original lead time quoted. Once your order is ready for its final delivery, we will coordinate with you to find the perfect delivery time. 

We make every effort to ensure lead times are as accurate as possible. However, it's important to note that lead times are based on an estimate from the supplier and can fluctuate. This is particularly common in the summer months when lead times are often longer due to factory closures. Please note that our lead times are indicative only.

If you have recently made a purchase with us, and are in need of a helping hand to remove your existing furniture, then we are here to offer a charitable, sustainable and hassle-free solution, in partnership with the British Heart Foundation. Find out more here.

Our trusted, premium partner team will deliver to the room of your choice, subject to accessibility (see our access requirements for more information), moving any existing furniture, remove all packaging, unless instructed otherwise, and assemble your item to allow you to inspect it. If you are satisfied, you will be asked to sign our Proof of Delivery note, to accept the goods. If someone else is accepting delivery on your behalf, please ensure they are aware of the product details and your criteria for acceptance.

Please note that our assembly teams cannot fix furniture to the building's walls, floors or ceilings. 

The Conran Shop are also able to arrange the removal of existing furniture prior to your delivery. We have partnered with the British Heart Foundation to offer a charitable, sustainable and hassle-free complimentary collection service.

Simply put, a Furniture Access Check aims to prepare your space to receive the latest addition to your furniture collection; a task we hope you’ll proudly undertake. Find out more more about how to complete your access check here.

If you have any concerns about access via restricted spaces, such as doorways, stairs, lifts or hallways, we strongly advise you to complete an Access Check before purchase. 

For large items such as dining tables and sofas, an Access Check must be undertaken prior to delivery to ensure your chose piece can be safely delivered into your home. 

Please note, a failed delivery due to access issues is liable to a re-stocking fee, as outlined in our Terms & Conditions.

Furniture and other large items held in stock are currently delivered within 5 to 14 working days from dispatch, but some in-stock furniture and lighting require a special delivery due to its intricate nature, which may take longer than the date specified; we will contact you directly to arrange this. 

If your ordered item is not held in stock, typical delivery timescales are indicated on the relevant product page, and we will advise you of the expected delivery date by telephone and/or email. Items that carry a lead time will be delivered within 5 working days from arrival into our warehouse, but this may take longer.

We deliver Monday to Saturday, and our trusted, premium partner will be in touch to arrange a suitable delivery time with you; the options being 07.00 - 12.00 for a morning slot or 12.00 - 15.00 for an afternoon one. 

If you have agreed to a particular delivery time but are then out when our driver(s) arrive, we can rearrange delivery, but an additional delivery charge will apply, even if the original delivery was free of charge.

Please note, if your orders cannot be delivered due to access restrictions, you remain liable for 50% of the order value and the full delivery charge.

Returns & Refunds

If you are based in the UK and are not completely satisfied with any items purchased, you can return them to us within 28 days of delivery for a full refund or exchange. This does not affect cancellations or your statutory rights.

We regret that we cannot accept international returns unless items are damaged or faulty. In addition to our returns policy, under the Distance Selling Regulations, EU customers have seven working days (beginning the day after receipt) to cancel their purchase. We regret that, in cases of returns, import duties are non-refundable.

Please find our Returns Policy here.

Unfortunately, bespoke furniture or lighting, flat-packed items that have been assembled, items that are made to order or personalised, Gift Cards, media items where the seal has been broken, toiletries that have been opened, perishable items, and personal items such as earrings, underwear and swimwear can only be returned if they are damaged or faulty.

Please find the extensive list below, as per section nine of our Terms & Conditions.

  • bespoke or made-to-measure items (including, without limitation, bespoke furniture or lighting);
  • vintage items;
  • ex-display items;
  • flat-packed items that have been assembled;
  • items that are made to order or personalised;
  • gift cards;
  • digital products after you have started to download or stream these;
  • services, once these have been completed, even if the cancellation period is still running;
  • products sealed for health protection or hygiene purposes, once these have been unsealed after
  • you receive them (this includes toiletries once they have been opened);
  • personal items such as earrings, underwear and swimwear;
  • perishable items

To return any items purchased online, please complete a Returns & Exchanges Form (on the reverse of your delivery note), package your items carefully, and send them to us at the following address:

The Conran Shop, Ecommerce Returns, Unit 3 Flatten Way, Syston, LE7 1GU

If you wish to return any items, we must receive them unused and in the original packaging within 28 days of delivery, along with the returns paperwork provided. If your return does not include the required paperwork, we will not be able to track and process it.

To return an item purchased in store, please return the item to the store along with the reciept given to you at the time of purchase.

Large Items:
If the items are too large to be sent through the post, please contact us and we can arrange a courier to collect the goods.  

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