Delivery and Returns

Many of our items are made to order. Once you’ve placed your order we send it to our workshop or place ours too. As soon as our workshop have made it or our other suppliers deliver to us, we contact you directly to offer a suitable delivery date.

If the product is not a furniture or custom-made piece and is in stock within the United Kingdom then it will usually be delivered within 5 – 7 working days.

Deliveries are Mon-Fri.

We use our own specialist two-man crew. We deliver to your room of choice. We fully assemble and check to ensure it is all okay. We remove and dispose all packaging responsibly. Our delivery charges vary for items dispatched by couriers to that undertaken by our two-man delivery crew

Delivery – Including Delivery to EU Countries Post Brexit

Any delivery period is approximate, but based on best information. Goods will be sent to the address given by you in your order. If you are ordering more than one item, your goods may be sent to you in instalments if certain items are out of stock unless you ask us to do otherwise.

Please be aware that, if your delivery address is outside of the UK – including the European Union, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must pay any additional charges for customs clearance. Please note, customs policies vary widely from country to country and so we recommend that you contact your local customs office for further information.

Please note that international shipments may be subject to cross-border inspections by customs authorities.
For orders placed for delivery outside the UK – you will receive email confirmation of the courier responsible for delivery with tracking details when available. The courier will then advise of the steps required to complete the customs clearance process.

How much will delivery cost?

The charge for delivery of furniture & home decor items is calculated on the payment page of the website. We can deliver worldwide so please just ask us for a quote.

Returns Policy

Distance Selling Regulations –

Some items purchased at Porters Gray are covered under the Distance Selling Regulations, which give all buyers the right to cancel the purchase within 14 working days after receipt of the item.

*Please note that our 14-day returns guarantee does not cover specially ordered, customized, bespoke, or made-to-order items. Additionally, we do not accept returns from outside the UK. For more information, please consult our Terms & Conditions.

Items must be returned within the time period in the same condition of purchase for a refund (excluding delivery costs).

How to Return a Product?

Please notify us within 14 days of receiving your items by emailing info@portersgray.com to inform us of your intent to return the product.

Include your order number and the item(s) you wish to return in the email. This information is necessary to authorize the return. We will respond within 48 working hours with a Returns Authorisation Form. Please note that returns are made at the customer’s risk and expense.

For Trade orders, returns are at our discretion.

Do not send any items back until you have received a confirmation for returns from us via email.

Your refund will be applied to your original payment method as soon as possible.

After we receive the items in our warehouse, please allow up to 14 working days for processing and refunding.

Condition for Returned Products

Products and their packaging must be in new, perfect condition to be accepted for return. Ensure that the items are adequately packed to avoid damage during transit. If you have opened any boxes to inspect the product, take care not to damage the packaging, which is designed specifically for the product. We will examine and inspect all returned items, and if the goods are not in reasonable care, resulting in damage or deterioration, the return will be refused.

As it is your responsibility to ensure the item arrives back with us in its original condition, we strongly advise that items are returned insured and/or signed for. We cannot accept responsibility for goods lost or damaged in transit back to the warehouse.

Damaged or Faulty Goods

Please check your items immediately upon delivery to ensure they have arrived safely. If your parcel arrives damaged:
Accept the delivery but inform the delivery driver of the damage and write ‘damaged’ alongside your signature on the delivery paperwork.

• If you are unable to inspect the goods immediately, write ‘unchecked’ alongside your signature on the delivery paperwork.
• If your order arrives damaged or faulty, please email us within 48 hours of receipt at info@portersgray.com, including your order number, a brief description of the issue, and photographs of the damage or fault, along with images of the product box and delivery box. This will help us process your claim quickly.

Keep all original packaging, including delivery boxes, and repack the item carefully.