FAQs

Do not worry, just pop us an email or call us and we will update your order. If your changes require partial refunds or additional payments we will contact you to arrange this as long as it is within 24-36 hours of your order being placed

Due to the growth in online credit card fraud, once we receive your order we require 48 hours to validate your address and make the necessary fraud checks - this is to protect both you and us. After we have made these checks your order will then be live in our system. At this point, if you have ordered an "in stock" product you will be contacted 48 hours prior to the proposed delivery date by our one of our delivery partners. . In the event you have not yet been contacted and wish to get an update, please contact us via email at support@outandout.com or alternatively call us on 02037728752 and we will chase this up with the delivery partner in question. 

Pre orders will not be processed until the stock has arrived, which is according to the lead time communicated to you at the time of ordering. Please do not call for updates on pre-orders prior to your confirmed lead time as no information will be available until your order is in stock. 

We aim to get all deliveries on stock out to you within 3-10 working days (please allow an extra 5 working days for Scotland and Cornwall). 

If you choose to order the product as a pre-order or you have ordered one of our "Made to Order" products you will need to wait a while longer whilst we produce it for you. The order lead time will always be communciated on the product page when you order and although each product is slightly different, it will typically take between 3-10 weeks.

We cannot be held responsible for customers providing incorrect contact details which result in delays to final delivery of orders.

Weekend deliveries are not accepted as standard but special arrangements can be made if absolutely necessary. 

Unfortunately, there are some places where we are unable to offer two man delivery to. If your postcode is any one of the below then we would suggest that you arrange a freight forwarding service to deliver your goods and list the freight forwarder's address as the delivery address when placing your order:

AB10, AB11, AB12, AB13, AB14, AB15, AB16, AB21, AB22, AB23, AB24, AB25, AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56, AB99, IV1, IV2, IV3, IV4, IV54, IV6, IV7, IV8, IV9, IV10, IV11, IV12 IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV31, IV32, IV36, IV37, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV51, IV52, IV53, IV53, IV55, IV56, IV63, LL52, LL53, LL58, LL59, LL60, LL61, LL62, LL63, LL64, LL65, LL66, LL67, LL68, LL69, LL70, LL71, LL72, LL73, LL74, LL75, LL76, LL77, LL78, PH1, PH2, PH3, PH4, PH5, PH6, PH7, PH8, PH9, PH10, PH11, PH12, PH13, PH14, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50 KA27, KA28,  PA1, PA2, PA3, PA4, PA5, PA6, PA7, PA8, PA9, PA10, PA11, PA12, PA13, PA14, PA15, PA16, PA17, PA18, PA19, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA31, PA32, PA33, PA34, PA35, PA37, PA38, PA39, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, KW1, KW2, KW3, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, JE1, JE2, JE3, JE4, JE5, GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, GY10, BT1, BT2, BT3, BT4, BT5, BT6, BT7, BT8, BT9, BT10, BT11, BT12, BT13, BT14, BT15, BT16, BT17, BT18, BT19, BT20, BT21, BT22, BT23, BT24, BT25, BT26, BT27, BT28, BT29, BT30, BT31, BT32, BT33, BT34, BT35, BT36, BT37, BT38, BT39, BT40, BT41, BT42, BT43, BT44, BT45, BT46, BT47, BT48, BT49, BT51, BT52, BT53, BT54, BT55, BT56, BT57, BT58, BT60, BT61, BT62, BT63, BT64, BT65, BT66, BT67, BT68, BT69, BT70, BT71, BT72, BT73, BT74, BT75, BT76, BT77, BT78, BT79, BT80, BT81, BT82, BT92, BT93, BT94, IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM9, IM86, IM87, IM99, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3,  HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9

In the event you have an agreed, pre-arranged delivery slot with our courier company (which has been confirmed by email and SMS), but you are not available at the delivery address at the agreed time slot, we may insist on a re-delivery charge of £35, depending on your circumstances.  If you are not present at the delivery address to receive your delivery at the agreed time slot and you subsequently decide to cancel your order, we will charge a cancellation fee of £35, if your order has a value of £250 or more.  If your order is less than £250, we will not charge any fees and will issue you a full refund. 

Once you have confirmed your delivery booking with our courier and they have designed the delivery route around your confirmation, if you wish to cancel your order completely we must charge a cancellation fee of £35. In the event you simply want delivery on a different date, you are free to request this but a complete cancellation will result in a cancelation fee.  

Health and safety standards do not permit our dediated delivery company to deliver upstairs, particularly when to do so when not only endanger the safety of the delivery staff but also potential risk damaging the product or your home. For this reason we recommend that if you live in a home with restricted access that you contact our dedicated delivery company after placing your order to discuss the restrictions as in the event delivery is attempted and preparations have not been made, the delivery will be denied and you will incur a £35 failed delivery fee.

We will always do everything we can to make deliveries up staircases and we do this on a regular basis but the limitations have to be communicated clearly and honestly so that we can prepare our staff in the correct way.

If your return complies with our "unwanted products" returns policy CLICK HERE TO VIEW then we will charge a £35 collection fee. Faulty or incorrect items that have been delivered to you will be collected and replaced free of charge.

In the event an item is faulty, we will issue you a full refund and arrange for a courier to collect the damaged product within 30 days. Depending on the manufacturing guarantee, we will arrange for a replacement product throughout the guarantee period via the furniture maker.

If you change your mind about your purchase after receiving your order but the item is not faulty, it must be unused and in its original packaging otherwise we cannot accept the return. The long distance selling rule is in place to protect consumers and retailers, it ensures that if you change your mind you can have the security of a refund. However, it does not legally oblige any retailer to refund an item which has been used or is not in a resellable original condition. If we receive the item back to our warehouse and deem it to have been used, your refund will not be sanctioned and a redelivery charge to return the item to you will be required. The exception to this is our Made to Order sofa collection, whereby the long distance selling rule is not applicable. However, as part of our Made to Order Sofa Policy, we offer a 30 Day Comfort Guarantee, meaning If after 30 days you are still unhappy with the comfort of your sofa, you can return it.

* Please note: Returned products must be collected and checked over by our warehouse team before a refund is issued*

If your order has not yet been delivered and you wish to cancel it, you will recieve a full refund within 3-5 working days of the date of cancellation. In the event you have already received your items and we have agreed to issue a refund, you will be issued a refund within 3-5 working days from the date your returned order is collected and received at our warehouse.

Receiving faulty items can be hugely frustrating. We aim to make this as easy possible but its critical we get the right information from you. 

If you have received a faulty or damaged item, please CLICK HERE and fill out our Claim Submission Form. This claim form will be escalated to our specialist claim handling team who will look to diagnose and resolve your issue as soon as possible. Please be as thorough as you can with the form and always make sure you have images showing the fault as that is the best way for us to understand the issue. If you do not wish to fill out the form then you can email us at claim@outandout.com but this method could take longer for us to process during busy times so we really recommend the claim form. 

If you are not satisfied with your order then you may return it to us in an unused and resaleable condition within 14 days. If you choose to return your product, please bare in mind that there will be a £35 collection charge. Goods requiring assembly are non-returnable once constructed.

Please note that you are responsible for ensuring that all items are in their original packaging and secured appropriately for the return journey to our warehouse. We will check the condition of the packaging and product upon receipt, which will dictate whether you receive a full refund. Returned products that are not in their original packaging will have a £25 repacking fee levied against any refund, however, this charge can increase upto the full value of the product if the product shows evidence of being used and not in its original condition.

Exceptions to this guarantee are:
1) Custom-ordered/special order products such as our "Made to Order" sofas.
2) Products that have been assembled
3) Products without original packaging

If you order one of our "Made to Order" sofas, these have a lead time of 10 weeks. The long distance selling rule does not apply to made to order furniture so please make sure that you are happy with your order before placing it as a refund due to "change to mind" will not be accepted. However, we do offer a 30 Day Comfort Guarantee as part of our Made to Order Sofa Policy, whereby If after 30 days you are still unhappy with the comfort of your sofa, you are able to return it.

All orders are handled by furniture delivery specialists and you can enjoy a two man delivery service with optional assembly for just £79.95. Smaller orders may be dispatched via Parcelforce depending on their size.

Our Two Man Delivery Service includes the following:

• A two-hour pre-arranged delivery window for every order 
• Real time delivery updates can be obtained via our delivery hotline 01322 422340 quoting your postcode
• Multiple sized vehicles to cater for houses with restricted access or small access roads
• Delivery to a room of your choice 
• Delivery up flights of stairs is acceptable but details must be communicated at the point of ordering in the "additional information" tab at checkout. We reserve the right to decline deliveries that endanger your property, our personnel or the product. 

We do not take away packaging as part of our delivery service.

According to the World Health Organisation, “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.” You can find the latest information on COVID-19 on the information pages of the UK government and the World Health Organisation but it is the common consensus amongst the scientific and medical community that parcels are not a transmission vehicle for the virus.

Yes. Customers will be advised by our delivery partners that items will only be placed into the property once you have stepped away from the delivery team in order for them to do this safely. Items can also be left at the entrance should the customer request this, as a clear measure to protect you.

In order to protect customers and their neighbours, we’re temporarily suspending the ability to deliver your order to a neighbour.

Delivery teams will sign the “proof of delivery” form for you to confirm it has been delivered on their own PDA delivery devices.

Our delivery partner, C R Transport are able to assemble outdoor furniture. Indoor furniture cannot currently be assembled by C R Transport, but your item(s) can be delivered to a room of your choice if you wish.

Our delivery partner Furdeco are able to undertake assembly of both indoor and outdoor furniture.

Since the early days of this situation, we have worked closely with health authorities to proactively respond, ensuring we continue to serve customers while taking care of our associates and teams. We have implemented proactive measures at our facilities to protect employees including increased cleaning at all facilities, maintaining social distance in our buildings, and adding distance between drivers and customers when making deliveries. We are monitoring the guidance daily and updating our measures accordingly. Safety of our employees, drivers and customers is crucial for the continuation of our business and the safeguarding of their health and we will not compromise on this point.

Unfortunately as the order is for a bespoke made to order sofa / armchair, the normal 14 days cancellation period which is provided in the Consumer Rights Act 2015 does not apply and as such we are unable to cancel an order, unless in exceptional circumstances deemed by one of our highly trained customer service staff. 

Instead of cancellation, we do offer a 30 day comfort trial where if after 30 days you are unhappy with the comfort of your soft then you will be able to return it for a refund less our cancellation fee.