FAQ's

Here at Out & Out Original, we care about making sure your brand-new purchase takes pride in its place in its new home - your home.

We are extremely passionate about the unique products that we offer and are confident that you will love them just as much as we do! As after all, we’ve spent a lot of time travelling the globe to bring unique pieces to your home

If you are not happy with your new piece of furniture (although we’re positively sure that you will be), any item can be returned for a refund (minus a £39.95 collection fee) for any reason within 14 days. The exception to this is our made to order sofa and armchair collection, whereby we offer a 30-Day comfort trial guarantee, meaning if after 30 days you are still unhappy with the comfort of your sofa, you can return it

Simply email us or call us on 0203 772 8752 and we will arrange for a courier to come and collect the goods and issue you a refund.

What are your delivery charges?

As a furniture company, we base our delivery charges on how much your order weighs. The weight of each product will be listed on the product page. Please see the below table for details of our delivery charges. Delivery charges will be automatically calculated at checkout.

Fabric Swatch	Free
Light Weight Delivery	£17.95
Standard Weight Delivery	£39.95
Heavy Weight Delivery Over 150kgs	£69.95
Heavy Weight Delivery Over 200kgs	£99.95
Trade and Large Volume Orders	POA, please contact [email protected] to obtain a custom price

Please note: We reserve the right to review any orders that we deem to be a trade order using our standard delivery charge of £39.95. In this situation, we will reach out to the customer to agree on a custom delivery charge in order to complete the order. We reserve the right to cancel and refund any order that we consider to be a trade order and the customer will be notified of this prior to cancellation of their order. If you have any questions please contact us at [email protected].

What is the Two-Man Delivery Option?

All orders are handled by furniture delivery specialists. Some smaller orders may be dispatched via Parcelforce depending on their size.

Our Two-Man delivery service includes the following:

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 may also point out that if you have not checked the packaging dimensions of the items you are ordering and this results in the items not "fitting" up a flight of stairs, hallways, or entrances - no refunds or gestures of goodwill will be provided.

Please note: Our delivery team are not able to take away packaging at the time of delivery. This is due to the fact that should you choose to return your order, it should be packaged in the original packaging.

Can I add your assembly service to my order after it has been placed?

If you would like your furniture to be assembled, we always recommend selecting our White Glove Service delivery option at checkout when placing your order. If you would like to add assembly to your order after it has been placed, you are able to do this as long as your delivery has not been booked. To do this, please contact us at [email protected] quoting your order number as soon as possible. Once your delivery has been booked, unfortunately it is not possible to purchase assembly as the routes and time allocation of our delivery teams will already be in place.

What if I need to speak to someone about changes to my order?

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.

How do I get an update on my delivery?

Due to the growth in online credit card fraud, once we receive your order, we require 24 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 by our exclusive two-man delivery service.

In the event, you have not yet been contacted and wish to get an update, call your allocated delivery company quoting your postcode and they will be happy to give you feedback on the status of your delivery. Your allocated courier company will be sent to you by email, if you do not receive this, please contact us directly. 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 before your confirmed lead time as no information will be available until your order is in stock.

Do you deliver on a Saturday or an evening?

We do not deliver in the evenings and only certain routes are available for a Saturday delivery. Collections on weekends are not possible. Availability for Saturday deliveries is incredibly limited so please do not assume that a Saturday delivery is possible. You will need to place your order and get an official confirmation from the courier company that they have agreed to a Saturday delivery for you, which may mean it will take longer to deliver your order than our usual stated times.

What if there is a fault with my items or I need a replacement part?

We have set up a resolute claim response team to manage faults and replacement parts when those situations arise. To access this, you need only to fill out our Claim Response form by clicking here.

The form will require you to show images so that we can diagnose the issue and look to get a resolution and course of action finalised as soon as possible.

When will my order be delivered?

Deliveries are fulfilled by our two delivery partners: Panther Logistics and Right Road Logistics. In stock orders delivered by Panther Logistics have a delivery timeframe of 3-7 working days. Orders delivered by Right Road Logistics have a delivery timeframe of 7-15 working days. Allocation of courier is dependent on location of stock and will be confirmed via email and text message after ordering.

Please Note: Delivery timeframes are based on customers accepting the first delivery slot they are offered. Our delivery partners endeavour to deliver all orders as soon as possible but please be aware that If you do not accept the first delivery slot you are offered then delivery of your order may exceed the stated timeframe, particularly for deliveries in Scotland.

For pre-order items the order lead time will always be communicated on the product page when you order and although each product is slightly different a rule of thumb is it will take between 3-8 weeks. Our made to order sofas are delivered within 8-10 weeks.

We cannot be held responsible for customers providing incorrect contact details which result in delays to the final delivery of orders. Weekend deliveries are not accepted as standard, but special arrangements can be made if necessary. Please contact 02037 728752 to discuss this with our two-man delivery service.

Are there any mainland UK postcodes you don't deliver to?

We are able to deliver to a large number of UK postcodes and the easiest way to check whether we deliver to your postcode (and what the cost of delivery will be) is to simply add your product to cart and enter your postcode at checkout to generate the applicable delivery options and costs. There are a number of remote zones where it is necessary for us to implement a surcharge in order to facilitate delivery to these areas. Please see details of applicable surcharges below. If you are situated in a remote/offshore area of the UK with a postcode which is not listed below, please contact [email protected] for further advice. For postcodes we are unable to deliver to, 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. If you would like any assistance with this process then please contact us at [email protected] and we will be happy to help.

Surcharge	Cost
White glove assembly service	£79.95 per item
Remote Zone Level 1 Surcharge: EH39-EH42, DG5-DG9, DG13-DG14, G81-G84, TD10-TD15, PA1-PA19, FK17-FK21, PH1-PH14, KY1-KY16, DD1-DD11, AB1-AB30, IV1-IV6, IV12-IV13, IV30-IV36	30% of delivery cost
Remote Zone Level 2 Surcharge: PA21-PA27, PA80, PH15-PH26, AB31 Upwards, IV7-IV11, IV14-IV20, IV63, KW6-KW10	£80
Remote Zone Level 3 Surcharge: PA32-PA38, PH30-PH35, PH49-PH50, IV24-IV25, IV28, KW1-KW5	£100
Remote Zone Level 4 Surcharge: PA28-PA31, PH26-PH41, IV21-IV23, IV26-IV27, IV52-IV54, IV40 Mainland Only, KW11-KW14	£120

What if I am not at home when the delivery is made?

In the event, you have an agreed, pre-arranged delivery slot with our courier company (which has been confirmed via 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 £39.95, 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 £39.95.

What if I have confirmed my delivery booking or refuse to accept the delivery when it arrives, and I then want to cancel my order?

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 £39.95. 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 cancellation fee.

What happens if there is restricted access to my home such as via a staircase?

Health and safety standards do not permit our dedicated delivery company to deliver upstairs, particularly when to do so when not only endangering 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 £39.95 failed delivery fee.

We will always do everything we can to make deliveries up staircases and we do this regularly but the limitations have to be communicated clearly and honestly so that we can correctly prepare our staff.

Is it safe to receive orders during COVID-19?

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.

Can I get my furniture assembled?

Yes- our delivery partners offer an assembly service which you can add as an additional service at the time of checkout. Assembly is available for both indoor and outdoor furniture purchases but please be aware that assembly of garden and indoor furniture will be ground floor only, unless a lift is on site. Drivers may have capacity to assemble some items upstairs, but this is at their discretion and dependent on whether somebody is on site at the property to assist. Please notify the couriers of this when confirming the delivery slot.

What is your returns policy?

You can read about our returns policy here on our returns page.

Please note:

Where a refund is dependant on us collecting your order, we can only issue the refund once the goods have been collected and returned appropriately to one of our warehouse locations.
Our dedicated two-person courier will contact customers directly to arrange a suitable time for collection.
If a customer cancels within 24 hours of an agreed collection or fails to be present at the time of collection, a £34.95 re-collection fee will be deducted from the refund.
In the event a customer cancels or fails to be present on the agreed collection time, it is the customers’ responsibility to re-arrange the collection directly with the courier. If this is not done within 30 days of the original refund request, the refund will be cancelled.

What Now?

If you have any questions on or in addition to the above, please get in touch via our online form or call the team on 0203 772 8752.

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