Shipping & Returns

Overview

To return your order, you should mail your product to:

Dyke & Dean Dispatch, 2 Maunsell Road, Castleham Industrial Estate, St Leonards on Sea, East Sussex, TN38 9NL

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Furniture, large items and larger orders may be shipped on a pallet service. Pallet deliveries are kerbside only and the delivery drivers are unable to bring deliveries inside a delivery address. This includes and does not limit, front gardens, outbuildings, entrance lobbies, covered porches, driveways and site entrances. Please be aware that you will be responsible for the disposal of the packaging and pallet. Furniture and products that require assembly is not included in the shipping rate. We do not offer assembly in our shipping services and is not included in the RRP of the product.

If you have agreed a delivery date and time slot, and you are out when we arrive, we can reschedule a delivery for the next available date. There will be a charge for the subsequent delivery, even if the first delivery was free.

If you require the goods to be brought into your property or site, please contact us for a quoted delivery with our dedicated driver.

Delivery Issues & Damages

These must be reported to us via email within 3 working days of delivery. Please include images and a description of the issue for our review. Anytime after this period we cannot refund or replace. Email info@dykeanddean.com.

Order Shortages

In the unlikely case this must be reported to us via email within 3 working days of delivery. Anytime after this period we cannot refund or replace. Email info@dykeanddean.com.

Returns

Our policy lasts for 14 days. If 14 days have gone by since your purchase has been delivered, unfortunately we can’t offer you a refund or exchange.

Goods / Returns must be received to Dyke & Dean within 14 days of being purchased by you. If Goods / Returns are received after this we will not issue a refund. Notification to our office of your return via telephone, email, fax and or letter within 14 days does not mean a refund will be given. A refund will only be reviewed if the Goods / Returns are received within 14 days to our possession.

To be eligible for a return, your item/items must be un-used and in the same condition that you received it ( not damaged ). It must also be in the original product packaging. We recommend to return orders in the same shipping boxes we have sent the order in. Please take the time to properly pack and protect returning orders to us. Customers are responsible for the delivery costs of returning the goods. If any part of the order is damaged on its return we withhold the right to refuse a refund based on its condition.

We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

Please email info@dykeanddean.com to arrange a return. 

Several types of goods are exempt from being returned. Paper goods such as magazines or food goods such as coffee. We do not except returns on fabric cable unless the amount is roll size of 100 meters and is un-opened.

Furniture returns are subject to a 20% restocking fee. This is deducted automatically from the order total.

Bespoke furniture, lighting, bathroom and or any other products 'made to order' are non returnable. Any products carrying a lead time are non refundable. 

Dyke & Dean are not responsible for collecting returns unless items are damaged or missing. 

To complete your return, we require a receipt or proof of purchase, order number, names relating to the order. Contact as at info@dykeanddean.com

Returns ( Outside of the UK )

Please be aware that international customs duties, tariffs and sales taxes are not refunded for shipments outside the UK.
Our tariff terms and conditions are shown both on the home page and at the checkout. By clicking the terms and condition box you agree to these terms. 

If an order is shipped and then refused due to not paying import charges and returned to us at the point of entry into the shipping destination country. We reserve the right to deduct any associated costs from a refund amount. If the return timeframe has elapsed and the order is still returned to us under the above circumstances we will issue an additional invoice for the associated costs. 

We adivse to please review your local customs and tariff charges before making an order . Our office is avalible to help, for more assitiance please email info@dykeanddean.com

Trade Order Returns ( UK )

All delivery issues, damages and order shortages must be reported to us via email within 3 working days of delivery. Please include clear images and a description of the issue for our review. Anytime after this period we cannot refund or replace. Email info@dykeanddean.com. 

Trade orders cancelled or returned are subject to a 30% restocking fee. We do not offer returns on bespoke ordered items, ( including furniture and lighting ) modified products and cut lengths of flex.

If you are a business customer, you may return any unopened goods, in original condition, which can be sold again "as new", within 14 days after the day of receipt of the goods.

 

Trade Order Returns ( Outside UK )

 

All delivery issues, damages and order shortages must be reported to us via email within 3 working days of delivery. Please include clear images and a description of the issue for our review. Anytime after this period we cannot refund or replace. Email info@dykeanddean.com. 

Trade orders cancelled or returned are subject to a 30% restocking fee. We do not offer returns on bespoke ordered items ( including furniture and lighting ), modified products and cut lengths of flex.

If you are a business customer, you may return any unopened goods, in original condition, which can be sold again "as new", within 10 days after the day of receipt of the goods.

Please be aware that international customs duties, tariffs and sales taxes are not refunded for shipments outside the UK.
Our tariff terms and conditions are shown both on the home page and at the checkout. By clicking the terms and condition box you agree to these terms. 

If an order is shipped and then refused due to not paying import charges and returned to us at the point of entry into the shipping destination country. We reserve the right to deduct any associated costs from a refund amount. If the return timeframe has elapsed and the order is still returned to us under the above circumstances we will issue an additional invoice for the associated costs. 

We adivse to please review your local customs and tariff charges before making an order . Our office is avalible to help, for more assitiance please email info@dykeanddean.com

 

Outlet Orders & Outlet Returns

Outlet items are sold as 'first come first served' they are only available though our website and in our physical store. Outlet items are represented to the best of our ability with images and descriptions. Outlet items are significantly discounted to clear and are not refundable under any circumstances.

Promotions & Discounts

Retail and or Trade sales made online or in our physical locations cannot be combined or applied to Outlet items. Only one promotion or discount can be used to any given order.

Lost Parcels

Our missing parcels procedure will come into action if your order fails to arrive within 10 days (UK only) and 20 days (International) of despatch, please email to inform us as soon as possible.

We will investigate your claim and if We are satisfied that the non arrival of the product or products was attributable to Us (Dyke & Dean) then a refund will be credited to the Paypal account or credit/debit card from which the original order was made.

We withhold the right to refuse to make future deliveries to addresses that are considered to be insecure.

Refunds ( if applicable )

We will ask for a image of the product in question to be emailed showing the problem in your order, once we receive this and agree to a replacement please post your product back to us in Hastings. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Our office will ask for bank details if you have made a payment via link or BAC's payment. Shopify holds data for refunds only for a short peirod of time as per the data protections act. If this time frame has elapsed our office will request bank details to issue a refund. 

Late or missing refunds ( if applicable )

It can take time to issue a refund, we aim to refund within 30days of receiving the goods back from you. In some cases we may issue a refund based on a photograph.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at info@dykeanddean.com.

Sale Items ( if applicable )

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Bespoke Orders

If an order is made ( with any product or service ) to bespoke requirements either with and not limited to project, colour, size, finish and quantity.. etc. This type of bespoke order is non returnable or refundable. All our furniture, lighting and any product with a lead time or bespoke finish is made to order and is non refundable or returnable.
Bespoke orders can be made via our Dyke & Dean Website, Dyke & Dean Shops, Dyke & Dean Office and Dyke & Dean Studio. In all locations bespoke orders are non refundable or returnable, no matter what location they are processed in.
Bespoke orders that are made and then later cancelled will not be refunded. Bespoke orders made for products manufactured outside the UK and carries a lead times are non refundable. If the order has been imported into the UK and then cancelled we will charge for the shipping and import taxes relating to the order.
Order Processing

Dyke & Dean will process your online order within 24-48 hours of receiving your request on weekdays, given all items are in stock. Occasionally items may be oversold or need to be moved from one location to another. All backordered items that are incoming will ship as we receive them in and therefore items ordered together may not be shipped together. 

We always aim to full-fill a complete order in one shipment. 

We will contact you if any of your items are backordered in the event changes are needed to proceed. All product, shop, online, trade, outlet and custom-made ‘bespoke’ orders are final upon confirmation and payment.

 

When an order is placed via the website, you will receive an email confirming the order and the billing details of the order once payment is confirmed. The order acceptance will be when the funds have been received and the product(s) have been dispatched to you. In some cases when items of heavy weight or irregular size are ordered, additional shipping charges may apply. In these cases, customers will be notified via email and asked to pay additional shipping and handling charges.

 

When ordering goods from Dyke & Dean Ltd for international deliveries you may be subject to import duties and/or taxes, Dyke & Dean Ltd is not responsible for any charges that are incurred from customs/duties whatsoever. Any additional charges for customs clearance are considered outside of our control. For further information on custom and excise policies in your country, please contact your local customs office.

Dyke & Dean Ltd ships all orders via multiple carriers from Monday to Friday from our Dispatch Building. The address can be found on our lcations page. Your shipping options and cost will be outlined at the time of checkout. You may track your order via the SHOP app or website after your order has shipped. Upon shipping you will receive a confirmation email with the details of your order.

It is possible to collect orders from our Dispatch building and shop. Please arrange this with our office directly. info@dykeanddean.com or please call and hold to the end of the options until it rings for a direct office line.

 

Dedicated Dyke & Dean Driver Delivery’s

For larger items and orders we will recommend our dedicated driver and van. This service is provided with an additional fee and is our premium delivery option. 

The cost of this service will vary greatly to the size of the order and delivery location. This is calculated once all invocation is given and confirmed. All orders are shipped from our dispatch building.

Delivery times and dates can be specified. Site time slots can be booked with this service. Our driver is covered with public liability insurance and is contactable via phone ( when not driving ). We will give contact details to our driver or drivers for speedy and accurate deliveries. It is possible our driver may have deliveries before you on the same day. Please bare in mind traffic and site issues can cause delays. Our driver is a one person and van delivery service. This is not a ‘white glove’ service but our driver will be able to help offload orders into the ‘threshold’ of a property or site only. We cannot deliver into high rise buildings or specific rooms or sites.

For big furniture, bathroom and large item deliveries please have help on hand to un-load the van with our driver. 

For any complex delivery requirements including difficult access and restrictive site entrances, manned lobbies and commercial sites please email our office in advance for help and advice. Info@dykeanddean.com.

If a booked delivery is missed or our driver cannot deliver for any reason we withhold the right to apply a new delivery charge to re-deliver via the same service.

 

Packaging

 

At Dyke & Dean we make our own shipping materials and packaging. We endeavour to be plastic free. Our boxes, wodding and tubes are made from brown paper, our specialist tape is made from biodegradable paper and non toxic ink via a specialist factory. We have eliminated all plastic in our shipping packing as of 2022.  Due to the nature of retail we have high volumes of incoming packaging. We recycle wodding and boxes sent to us from suppliers and factories, some of this may be plastic bubble wrapping. It is possible some recycled/re-used plastic wadding may be sent to you. 

 

Dyke & Dean branded products are manufactured and produced to the same level of environmental awareness and are plastic free to the best of our ability. 

We welcome any feedback, comments and packaging ideas. Please email Oliver@dykeanddean.com.