Page: FAQ

The full balance, inclusive of VAT is payable at the point of order and can be made online using a debit or credit card.

Items are made to order with different lead times for each product.

• The Emma Collection and the Una Collection are delivered between 12-14 weeks from the date of order.
• The Ana Tile Collection is delivered within 6 weeks from the date of order.
• Please visit product specific shipping information for all other lead times.

Sims Hilditch will contact you when your order is ready to arrange a suitable date for delivery for all products. 

• For the Emma Collection, furniture orders will be delivered by George Smith. On the delivery day, a dedicated team will deliver your item(s) to a room of your choice, perform any necessary assembly, and take away packaging.
• For The Una Collection, delivery is to your front door only.
• For products by William Yeoward, items will be delivered to a room of your choice.
• For products by Vaughan Designs, delivery will be to your front door only however for some items, delivery may need to be made by pallet delivery to curbside only.

If your item needs to be delivered by pallet, the following details apply:

• Delivery by pallet will require a large heavy lorry and therefore a decent road to take the weight of the vehicle (some drives are not suitable), sufficient access through the drive entrance of the property or location of delivery, and if need be turning space available to return.
• Pallet deliveries will be to the outside of the property, the driveway, pavement, or as near to the property as they can get in their vehicle.
• They usually are driver only deliveries and therefore unfortunately do not help with onward movement of the items. It is the client’s responsibility to unpack the goods and to then move the products into their property. As such it is necessary when receiving deliveries of this type to have arranged help on site to do this. It is also the client’s responsibility to dispose of all the packaging including the pallet.

It is your responsibility to inform us when delivery dates are arranged if there may be difficulties encountered when delivering to your property. Safe access to the room of choice must also be considered, ensuring the route is clear. Any costs incurred for effecting delivery, such as door or window removal, will not be the responsibility of Sims Hilditch or its suppliers.

We deliver throughout mainland UK. Unfortunately we do not currently ship internationally.

At present we offer a small number of customisations for furniture including skirts and leg finishes on our website.  You are also welcome to order fabrics shown in different pieces from our collection. . For example if you would like The Emma Ottoman pattern fabric upholstered on The Emma Chair.  As this would be a bespoke order, we ask that you please email us to discuss your requirements. For bespoke orders please email orders@simshilditch.com 

We show the standard dimensions of our furniture and rugs on our website, however we may be able to offer alternative dimensions. If you would like to discuss alternative requirements as a bespoke order please email orders@simshilditch.com 

All products are bespoke and non-returnable. Due to their made-to-order nature, we are unable to accept returns unless the item is faulty or damaged upon arrival. If you change your mind shortly after ordering, please notify us within 48hours if you need to make alterations or cancel your order. Please note that any alterations or cancellations requested after this period may not be possible.

We ask that you ensure you have measured your space accurately including doorways, tight turns, up staircases, and underneath ceilings to ensure your item will fit. If door frames, windows, or banisters need to be removed to accommodate the delivery, please ensure the preparations have been completed before items are delivered. As each item is made to order, pieces cannot be returned if they do not fit the space.

Please be aware that as many of our pieces are handmade and using natural materials, there can be some variance in size. For The Emma Collection, there are potential variations in dimensions within a tolerance of up to +/- 1.5 cm. Tim Page rugs have a 5% size tolerance due to the 100% natural wool/jute materials. When measuring your space, please ensure that you have included the tolerance into your dimensions.

Our partners and suppliers strive to manufacture our products as accurately as possible, but if there are any concerns regarding quality, please contact us within 48 hours of receiving your order to discuss the issue and make us aware of any damage so that we can investigate and make it right. Please contact us at orders@simshilditch.com where we will arrange for the faulty or damaged item to be collected at our expense upon inspection, and provide you with a replacement or a refund, as per your preference.

If you have chosen to receive a refund rather than a replacement, once we have verified their condition, we will process the refund within 14 days. Refunds will be issued using the original payment method, however please note that it may take additional time for the refund to appear in your account, depending on your payment provider's policies.