Terms and Conditions

By accessing our website, creating an account, contacting us about a product or placing an order, you agree to be bound by these Terms and Conditions.

If you do not agree with these terms, you should not use the website or place an order with us.

These terms apply to purchases made through our website, by telephone, through social media, in one of our showrooms or through another authorised Dolphin Furniture sales channel. Certain rights may differ depending on how and where the purchase was made.

In these terms, “Dolphin Furniture”, “we”, “us” and “our” refer to the business selling the products displayed on this website. “Customer”, “you” and “your” refer to the person accessing the website or purchasing products from us.

You may use our website for personal and lawful purposes. You must not use the website in a way that damages the website, interrupts its operation or affects another person’s ability to use it.

You must not:

• Use the website for fraudulent or unlawful purposes.
• Attempt to gain unauthorised access to the website or server.
• Introduce viruses, malware or other harmful technology.
• Copy, scrape or reproduce website content for commercial use without our written permission.
• Submit false information, fake orders or misleading customer reviews.

We may suspend or restrict access where we reasonably believe the website is being misused.

We aim to provide accurate product descriptions, measurements, photographs, colours, specifications and availability information. However, small differences may occur.

Product colours may appear differently depending on your screen, room lighting, device settings and the natural variation of materials.

Natural wood, leather, fabric, marble-effect materials and similar finishes may include reasonable variations in grain, shade, pattern, texture or appearance. These natural variations are not normally considered defects.

Product prices are displayed in pounds sterling and include VAT where applicable, unless clearly stated otherwise.

Delivery, assembly or other service charges may be added separately and will normally be shown before your order is confirmed.

We may change prices and promotions at any time. A price change will not normally affect an order that we have already accepted.

If a product is listed with an obvious pricing or description error, we may contact you to correct the order or cancel it and issue a refund.

All products remain subject to availability. Displaying an item on the website does not guarantee that it is currently in stock.

When you place an order, you are making an offer to purchase the selected products. An automatic order acknowledgement does not necessarily mean that your order has been accepted.

A binding contract is formed when we confirm that your order has been accepted or when the products are dispatched, depending on the confirmation we provide.

We may refuse or cancel an order where:

• The product is unavailable.
• The payment cannot be authorised.
• The delivery address is outside our service area.
• There is an obvious pricing or product information error.
• We suspect fraudulent, abusive or unlawful activity.
• A made-to-order product cannot be manufactured as requested.

If payment has already been taken for a cancelled order, we will refund the amount paid using the original payment method.

You must provide complete and accurate payment, billing and contact information when placing an order.

Payment may be taken in full when the order is placed. Where we agree to accept a deposit, finance arrangement or staged payment, the relevant payment terms will be explained separately.

You confirm that you are authorised to use the selected payment method. Orders may be delayed or cancelled if payment verification is unsuccessful.

Payment services may be provided by independent payment processors. We do not normally store complete payment-card details on our website.

Delivery dates and time windows are estimates unless we expressly confirm that a particular date is guaranteed.

Delivery may be affected by product availability, supplier delays, weather, traffic, access restrictions or other circumstances outside our reasonable control.

You must provide a complete and accurate delivery address, telephone number and any relevant access information.

We may deliver products in separate consignments where an order contains multiple items.

Please ensure that an adult aged 18 or over is available to accept the delivery and inspect the products.

Before delivery, you must ensure that there is safe and reasonable access to the delivery address and intended room.

This includes checking:

• Door, hallway and stairway measurements.
• Lift availability and weight restrictions.
• Parking or loading restrictions.
• Narrow entrances, low ceilings and tight corners.
• Whether existing furniture must be removed.

Our delivery team may refuse to move an item through an area where doing so could reasonably cause injury or property damage.

If delivery cannot be completed because nobody is available, access is unsafe, information is incorrect or the product cannot fit through the available route, a reasonable redelivery, collection or storage charge may apply.

Please inspect your products as soon as reasonably possible after delivery.

Where visible damage, missing parts or an incorrect item is found, please notify the delivery team and contact us promptly with your order number, photographs and a description of the issue.

Signing a delivery document confirms receipt of the goods. It does not remove any legal rights you may have in relation to faulty, damaged or incorrectly supplied products.

Online and Distance Orders

When you purchase eligible goods online or through another distance-selling method as a consumer, you will normally have the right to cancel the order within 14 days after the day you receive the goods.

You do not normally need to provide a reason for cancelling, but you must clearly tell us that you wish to cancel.

After informing us of your cancellation, you must return or make the eligible goods available for return within the period required by law.

Condition of Returned Products

You may inspect a product in the same way that you reasonably could in a physical shop. You may be responsible for a reduction in value caused by unnecessary handling, use, damage, improper assembly or inadequate packaging.

Return Costs

Unless the product is faulty, damaged, incorrectly supplied or we agree otherwise, you may be responsible for the direct cost of returning it.

Furniture and other bulky products may require a specialist collection service. Any applicable collection cost will be communicated before collection is arranged.

Showroom Purchases

The automatic 14-day cooling-off period does not normally apply to items purchased in a physical showroom simply because you have changed your mind. Any discretionary showroom return will be subject to the return terms confirmed at the time of purchase.

Some furniture may be manufactured, upholstered, altered, personalised or ordered specifically according to your chosen size, colour, material, configuration or other specification.

Once production or customisation has started, you may not be able to cancel or return the product merely because you have changed your mind, where the law permits this restriction.

This does not affect your legal rights if the item is faulty, damaged, not as described or does not match the agreed specification.

Please check all measurements, fabric selections, colours, configurations and product details carefully before confirming a bespoke order.

Products must be of satisfactory quality, fit for their intended purpose and consistent with their description.

If you believe that a product is faulty, damaged or incorrect, please contact us as soon as possible and provide:

• Your full name and order number.
• A clear description of the issue.
• Photographs or videos showing the problem.
• Photographs of the packaging where delivery damage is suspected.

Depending on the circumstances and your legal rights, we may inspect the item and provide an appropriate repair, replacement, refund or price reduction.

You should not arrange an unauthorised repair, alteration or disposal before giving us a reasonable opportunity to inspect and resolve the issue.

Approved refunds will normally be made to the original payment method unless another method is required or agreed.

Processing times may vary depending on your bank, card provider or payment service.

Where an eligible online order is cancelled, we will refund the amount required by law, including the applicable standard delivery charge. Additional costs paid for an enhanced or premium delivery option may not be refundable beyond the cost of standard delivery.

We may be entitled to wait until returned goods are received or evidence of return is provided before completing certain refunds.

Reasonable deductions may be made where returned goods have lost value because they were handled beyond what was necessary to inspect them.

Where assembly is not included, you are responsible for following all supplied instructions and using suitable tools and fixings.

Certain furniture must be securely attached to a suitable wall to reduce the risk of tipping. Customers are responsible for using appropriate fixings for the wall type unless installation is expressly included.

Products must be used only for their intended purpose and in accordance with any weight limits, care instructions and safety warnings.

Damage caused by misuse, incorrect assembly, unsuitable cleaning products, excessive moisture, unauthorised modification, neglect or normal wear and tear may not be treated as a manufacturing fault.

Responsibility for the goods normally passes to you when they have been delivered to you or to a person you have authorised to receive them.

Legal ownership of the goods will not pass to you until we have received all amounts due for the order.

Promotions, discount codes and special offers may be subject to separate conditions, expiry dates, product exclusions and minimum spending requirements.

Unless stated otherwise, discount codes cannot be exchanged for cash, combined with other promotions or applied after an order has been confirmed.

We may withdraw a promotion where it has expired, been used improperly or been published because of an obvious error.

Gift cards and store credit are subject to the conditions provided at the time of issue.

Reviews, photographs and other content submitted to us must be honest, relevant and based on a genuine experience.

Submitted content must not:

• Contain unlawful, abusive or discriminatory material.
• Include false or misleading claims.
• Violate another person’s privacy or intellectual property.
• Contain spam, malware or unauthorised advertising.

By submitting content, you give us permission to display, reproduce and use it for reasonable business and marketing purposes, unless otherwise agreed.

We may remove content that breaches these terms or is unrelated to the relevant product or service.

The website and its content, including text, photographs, product descriptions, graphics, branding, logos, layout and design, are owned by or licensed to Dolphin Furniture.

You may view and print website content for personal, non-commercial use. You must not reproduce, modify, distribute, sell or commercially exploit our content without written permission.

We process personal information in accordance with our Privacy Policy and applicable UK data-protection requirements.

Information may be collected when you place an order, contact us, create an account, subscribe to marketing or browse the website.

We may use necessary cookies to operate the website and optional cookies for analytics, personalisation or marketing where appropriate permission has been obtained.

Please review our separate Privacy Policy and Cookie Policy for more information about how your data is collected, used, stored and shared.

Nothing in these terms excludes or limits liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any mandatory consumer right.

Where you purchase products as a consumer, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Products sold for domestic and private use are not supplied for commercial resale or business use. We are not responsible for business losses, loss of profit, loss of revenue or loss of business opportunity arising from a consumer purchase.

We are not responsible for damage caused by incorrect assembly, improper use, unauthorised alteration, failure to follow instructions or failure to check property access and dimensions.

We will not be responsible for a delay or failure caused by circumstances outside our reasonable control.

These circumstances may include:

• Severe weather, flooding, fire or natural disaster.
• Traffic disruption or road closures.
• Supplier, manufacturer or shipping delays.
• Industrial action or labour shortages.
• Power, internet or payment-system failures.
• Government restrictions or public emergencies.

We will take reasonable steps to reduce the effect of the delay and will contact you where a significant order delay occurs.

We may update these Terms and Conditions to reflect changes to our services, business practices, technology or legal obligations.

The latest version will be published on this page with an updated revision date.

Terms that applied when your order was accepted will normally continue to govern that order unless a change is required by law or agreed between us.

These terms and any contract between you and Dolphin Furniture are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts of the part of the United Kingdom where you live.

Each section of these terms operates separately. If a court or competent authority decides that one section is unlawful or unenforceable, the remaining sections will continue to apply.

We aim to resolve complaints fairly and as quickly as reasonably possible.

Please contact us with your name, order number, contact details and a clear description of the issue.

We may ask for photographs, videos or other information needed to investigate the complaint.

We will review the information provided and explain the proposed resolution or any further steps required.