Terms and Conditions
Collection: Terms and Conditions
Your continued use of this Website constitutes your agreement to be bound by these terms and conditions which shall also govern all transactions on our site to the exclusion of any other terms and conditions. Terms and conditions do not affect your statutory rights. These terms, together with the documents referred to on it, tells you the terms and conditions on which Levines supply any of the products (“Products”) listed on the website www.levinesfurniture.co.uk (“our site”) to you. Terms also apply to orders where the customer has purchased products from our site and/or placed the order over the telephone with a member of the Digital Department or with a Sales Advisor from one of the stores.
Online and in-store terms may vary. If you placed your order at one of the stores, you will find the Terms & Conditions listed on the back of your printed invoice. In-Store purchase Terms & Conditions are different to the ones listed below. If you have any questions about your Store's Terms & Conditions, please contact the store directly.
Orders outside of UK mainland and some distant orders have a more restricted service and depending on the size and weight of your products additional charges will apply. Please Contact Us for further information.
3.1 You are legally capable of entering into binding contracts.
3.2 You are at least 18 years old.
3.3 You are resident in the United Kingdom; and
3.4 All information that you have provided to Levines, including, without limitation, your name, payment details, delivery address, e-mail address and telephone number are genuine and accurate. If information is missing or not supplied to our ordering system, and you have failed to return our request for this information, then the order may not be processed in the meantime. Levines does not hold responsibility for delays in ordering products/delivery if you do not confirm the details above in a timely manner. Subject to no correspondence from you within 30 days Levines Furniture have the right to cancel the order.
4.2 Acceptance of your order and the creation of a legally binding contract between both parties will only occur when Levines send you the confirmation (“Order Confirmation”) e-mail.
4.3 The Contract will relate only to those products Levines have referred to in the Order Confirmation.
4.4 The customer must review their Order Confirmation e-mail once received. Failure to notify Levines of an error regarding contact information or products you have ordered could result in delays or additional costs.
5.1.1 Levines have insufficient stock to deliver the product(s) you have purchased.
5.1.2 The supplier is unable to provide the product(s) purchased to Levines Furniture.
5.1.3 Levines do not deliver to your area.
5.1.4 One or more of the products ordered (or delivery charges) was incorrectly described or priced on the website.
5.1.5 The payment transaction is not authorised; or
5.1.6 You have not complied with the terms of paragraph 3 of these Terms and Conditions.
5.2 If Levines do cancel your contract, Levines will notify you by e-mail and will refund to you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 14 days of the cancellation of your order. Levines will not be obliged to offer any additional compensation for disappointment suffered.
6.2 To cancel a Contract, please let Levines know in writing that you have decided to cancel. Levines will email or telephone you to confirm we have received your cancellation. Levines may also contact you for further information if required and will then confirm whether it can be processed or to offer an alternative solution.
6.3 If you cancel your Contract Levines will:
6.3.1 Refund you the price you paid for the Products. However, please note Levines is permitted by law to reduce your refund to reflect any reduction in the value of the Products:
6.3.1.1 If the product does not return to Levines in the same condition purchased.
6.3.1.2 If you ordered bespoke, made-to-order, or any special orders and you failed to cancel before the item arrives to Levines’ warehouse, in which case Levines may not be able to issue a refund to cover the cost of special order.
6.3.2 Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method Levines offer (provided that this is a common and generally acceptable method). For example, if Levines offer delivery of Products within 3-5 days at one cost but you choose to have the Products delivered within 24 hours at a higher cost, then Levines will only refund what you would have paid for the cheaper delivery option.
6.3.3 Levines will strive to refund your money without undue delay, and no later than 30 days after the day products are received back in the warehouse. Levines will aim to make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
6.3.3.1 If you have received the Products and Levines has not offered to collect them from you 14 days after the day on which Levines receive the Products back from you or, if earlier, the day on which you provide Levines with evidence that you have sent the Products back to Levines.
6.3.3.2 If you have not received the Products, and Levines have offered to collect them from you 14 days after you inform Levines of your decision to cancel the Contract.
6.4 Levines will refund you on the same payment method you originally used to purchase your order. If you used vouchers to pay for the Products Levines may refund you in vouchers. Refunds are managed by the payment providers, and whilst Levines will advise you on the standard lead-time for a refund, sometimes this could take longer than expected but this is outside of Levines control. In some circumstances a refund may no longer be possible via PayPal if the transaction is over 180 days since placed, in which case a cheque will be posted to you. Similarly, if your card has expired Levines may ask for the updated card details or offer a refund via cheque instead.
6.5 If Products have been delivered to you before you decide to cancel your Contract:
6.5.1 Then you must return them to Levines without undue delay and in any event not later than 14 days after the day on which you let Levines know that you wish to cancel the Contract. You can either send them back, return them in store or hand them to Levines' authorised carrier. If Levines have offered to collect the Products from you, Levines will collect the Products from the address to which they were delivered. Levines will contact you to arrange a suitable time for collection. If your products were delivered by a third-party courier service, Levines will arrange for the same company to collect the goods from you. These will need to be collected by the third-party courier service within 14 days of the products being delivered to you. Levines will not refund the order until the goods have been received and inspected. If the products returned to Levines appear to have been damaged, then you may face a restocking charge for this.
6.5.2 Unless the Products are faulty or not as described (this will be confirmed by Managements’ discretion), you will be responsible for the cost of returning the Products to Levines. You will also be responsible for carefully wrapping and boxing the product for return. Levines is not liable to provide wrapping or boxes and will not be responsible for the cost of this. Do not dispose of the packaging for items/given to you by Levines before being fully satisfied with the condition of your product. If the Products are ones which cannot be returned by post, Levines estimate that if you use the carrier which delivered the Products to you, these costs should not exceed the sums Levines charged you for delivery. If Levines have offered to collect the Products from you, Levines will charge you the direct cost to us of collection.
6.6 Advice about your legal right to cancel the Contract is available from your local Citizens Advice Bureau or Trading Standards office.
7.2 Every effort will be made to ensure that the Products that you have ordered arrive undamaged and without defect.
7.3 If the Products are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately, which will be provided by the Levines delivery team. If such damage or defect is discovered after delivery, you must contact Levines within three days of delivery of the Product or, in the event of a latent defect, within three days of the date upon which you discovered the defect.
7.4 Upon receipt of notification of alleged damage or defect from you, Levines will arrange to inspect the Product concerned. You must not make any use of it, not make any alteration to it nor return it or arrange for its return before Levines have been provided with the opportunity to inspect and investigate.
7.5 If upon inspection Levines agree that the item is damaged or defective and Levines is unable to repair the item to manufacturing standards, we will arrange for collection of the item and we will then contact you to arrange delivery of a replacement item to you as soon as replacement stock is available and/or offer you a full refund (including delivery charges). We are only able to hold such replacement stock for a reasonable period and reserve the right to levy a restocking charge in circumstances where you are unable or unwilling to accept such delivery within a reasonable time.
7.6 If as a result of an inspection, Levines determine that they have no legal liability in respect of the matters complained of, then they reserve the right to levy the standard call out charge and to reject any claim in respect of alleged damaged or defective Products.
7.7 Once unwrapped, beds/divans with mattresses and mattresses are excluded from Levines Furnture’s returns policy for health and hygiene reasons. Regrettably self-assembly and flat pack furniture cannot be accepted for return once assembly is partly or fully completed unless the Product is proved to be defective.
7.8 Please note the following Product information which forms part of the Levines Returns Policy:
7.8.1 Surface fillings of mattresses may flatten. This is called dipping or settlement and is normal with use. A mattress may feel different to how it felt in-store. We would advise customers that the mattress is new or can feel firmer due to being wrapped up tightly for a secure delivery. This firmness should quickly ease out to the tension order. If you have any questions regarding your mattress tension upon delivery, please contact our Customer Services team here.
7.8.2 Furniture manufactured from natural or reclaimed materials (e.g. leather, wood and marble) will all have an individual appearance and may have a slight variance in colour and texture. A perfect match to the furniture on display on the Website cannot be guaranteed and a reasonable tolerance level will be applied. Each re-claimed timber furniture product is unique. This adds to the individuality and character of each item manufactured. Whilst a product can be returned, Levines reserves the right to retain the delivery charge.
7.8.3 Leather furniture will display natural characteristics such as scarring and variations in grain. In the cases of semi-aniline and aniline leathers, there will also be colour variations.
7.8.4 Solid wood furniture will display a variation in grain, knots and there may also be colour variation.
7.8.5 Marble furniture will display veining and there may also be colour variation.
7.8.6 Levines operate a continuous policy of Product improvement and Levines therefore reserve the right to vary the specification of any Product from that displayed on the Website, provided that the overall quality of the Product shall remain unaltered.
7.8.8. Care guides can be emailed or posted to the customer upon request. It is advised to speak to one of our Expert sales advisors first prior to cleaning if you are unsure how to care for and maintain your product. Damaged caused by cleaning the product yourself may not be liable for a return or refund.
8.2 The delivery times quoted on the Website are for delivery to postcodes which fall within Levines' normal delivery areas of 100 miles radius from the distribution centres. Any customers who purchase furniture for delivery to an address outside of this area will be contacted for further advise on their expected delivery time. Transfers between warehouses and stores can take between 7-10 working days. If a third-party courier or delivery service is required for locations outside of this radius the delivery timeframe is outside of Levines control, and the lead time will vary for each supplier. Levines will aim to provide as much information as possible for each customer inside and outside of the 100-mile radius regarding delivery options and timeframes. For further information regarding in stock or ready to be delivered in products, please see point 24.3.
8.3 A Delivery Date will not be offered until the goods are in stock at the agreed delivery or collection point, and until the order has been paid for in full. Levines regret that they cannot schedule deliveries for a specific time of day nor will Levines under any circumstances assemble any Products that are supplied on a self-assembly basis. Levines will aim to provide a 2-hour window for delivery, however delays can occur as a result of assembly at a previous address or traffic. Levines in not liable for time or consequential losses.
8.4 Special arrangements with assembly, movement or fitting of Products will be subject to a special charge. Details of this service will be provided upon request at the point of order.
8.5 It is your responsibility to ensure clear and sufficient access for Products delivered to the required location in your dwelling.
8.6 As part of the checkout process you will be requested to confirm that you have checked access thoroughly.
8.7 In the event of Levines not being able to gain access to the required location, Levines reserve the right to levy a charge in respect of such abortive delivery and the costs of any subsequent redelivery of the Product. Where the Product is a special order item and access is not possible then Levines reserve the right to levy a charge in respect of the costs of restocking the item. This is normally 25% of the product’s cost. If access if attempted, please see point 9.
8.8 Levines is unable to store goods awaiting delivery to a customer for periods in excess of 14 days after the latest estimated delivery date. Levines can store your goods for up to 8 weeks free of charge. Any goods stored at your request after this period must be paid for in full and will be subject to a storage charge of £15 per week. If you cancel your order during the 8-week storage allowance, Levines reserves the right to claim a restocking charge.
8.9 Loan furniture is provided to customers by Management discretion only. By accepting loan furniture from Levines, you agree that the item(s) must be returned in the same condition in which they were received. If there is any damage or changes to the loan furniture, this may incur a charge.
8.10 Sometimes technical errors can occur on the website, and a product may be incorrectly charged for delivery. Levines reserve the right to contact you to ask for additional monies should the delivery charge paid not cover the cost of delivery for that product to your location. Levines also reserve the right to cancel the order if the product cannot be safely delivered to you.
9.2 As per point 8.5 it is your responsibility to ensure there is clear and sufficient access for products to be delivered. When Levines arrive at your property, the drivers may ask you to sign a Disclaimer Form. This is to protect both parties against accidental damage as Levines bring the products into your property. Levines will always try to deliver into your home, but it is also your responsibility to accept the delivery. If due to a pandemic we are unable to ask for your signature the drivers will take photos of your products.
9.3 Ownership of the Products will only pass to you when Levines receive full payment of all sums due in respect of the Products, including delivery charges.
10.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.
10.3 Prices are liable to change at any time, but changes will not affect orders in respect of which Levines have already sent you an Order Confirmation. In promotional periods Levines’ are not obliged to price match between promotions if you have purchased before/after a promotional period.
10.4 Levines' site contains a large number of Products, and it is always possible that, despite Levines' best efforts, some of the Products listed on the site may be incorrectly priced.
10.5 Levines is under no obligation to provide the Product to you at the incorrect (lower) price, even after Levines has sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing.
10.6 Delivery charges are calculated as part of the checkout process, based on type of products and services required. Deliveries outside of the UK mainland will incur additional charges, please see our Delivery & Returns page for more information.
10.7 Payment is accepted by credit or debit card or via PayPal. If you wish to pay by other methods (e.g., cash or cheque), then please contact Levines. Store credit notes are not applicable online. When, and through Management’s discretion only, it is agreed that the value of the store credit note may be used online, a voucher code will be generated for the same value. A minimum spend will be applied to the code, and it must be used before the expiration date. No cash alternative will be offered.
10.8 If you have chosen to pay by card, Levines will process the payment for your Order by way of the credit or debit card details you have provided as part of the online checkout process. If you have chosen to pay via PayPal your payment will be processed accordingly, and you should receive notification from PayPal to confirm that your payment has been successful.
10.9 Levines will advise you if your payment details cannot be authorised for any reason and may then invite you to pay by another method. Please see point 3.4. and how this may affect your order.
10.10 Please be aware that where you pay by any other payment method (e.g., cheque, or bank transfer) then cleared funds will be required before Levines issue our Order Confirmation or Delivery Advice, as the case may be.
11.2 Our liability for losses you suffer as a result of Levines breaking this agreement is strictly limited to the purchase price of the Product you purchased and any losses which are a foreseeable consequence of Levines breaking the agreement. Losses are foreseeable where they could be contemplated by you and Levines at the time your order is accepted by them.
11.3 This does not include or limit in any way Levines' liability:
11.3.1 For death or personal injury caused by our negligence.
11.3.2 Under section 2(3) of the Consumer Protection Act 1987.
11.3.3 For fraud or fraudulent misrepresentation; or
11.3.4 For any matter for which it would be illegal for Levines to exclude, or attempt to exclude, their liability.
11.4 Levines is not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited to:
11.4.1 loss of income or revenue
11.4.2 loss of business
11.4.3 loss of profits or contracts
11.4.4 loss of anticipated savings
11.4.5 loss of data, or
11.4.6 waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; provided that this clause 11.4 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of clause 11.1 or clause 11.2 or any other claims for direct financial loss that are not excluded by any of categories 11.4.1 to 11.4.6 inclusive of this clause 11.4.
11.5 Please also note the terms of Levines' Website Use Policy which apply to all contracts entered between you and Levines. A customer may unsubscribe from SMS, Postal, or E-mail marketing at any point by contacting Levines. There can be a delay whilst each system is updated with the latest marketing information.
12.1 If you order Products from Levines' site for delivery outside the UK mainland, and we accept your order, Levines shall deliver the Products to the point of embarkation requested by you. Alternatively, you can also arrange for collection from a local store. You will be responsible for arranging shipment and delivery to you thereafter. Levines will not bear any responsibility for damaged caused after the embarkation point. There may be import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that Levines have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
12.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. Levines will not be liable for any breach by you of any such laws.
12.3 Where requested, upon export of the Products, Levines will supply you with the requisite documentation to reclaim any VAT paid to Levines.
12.4 Levines is not liable for any damage incurred after the order is collected by your choice of courier service.
12.5 If you wish to cancel and return your order, Levines will only refund the cost of the products and the original delivery charge if payment was taken to ship the products to a point of embarkation.
15.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without Levines' prior written consent.
15.3 Levines may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of their rights or obligations arising under it, at any time during the term of the Contract.
16.2 Levines' performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and Levines will have an extension of time for performance for the duration of that period. Levines will use their reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
16.3 Covid-19 is an event outside of Levines control. There have been global implications for every industry and business. For furniture this has affected material supply, production capabilities, and shipping.
16.4 Fuel and HGV driver shortages are an event outside of Levines control. This can cause delays in containers getting into and around the UK mainland, as well as Levines being able to deliver to your delivery address.
17.2 A waiver by Levines of any default shall not constitute a waiver of any subsequent default.
17.3 No waiver by Levines of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 14 above.
19.2 Levines each acknowledge that, in entering a Contract, neither party has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.
19.3 Neither party shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party's only remedy shall be for breach of contract as provided in these terms and conditions.
20.2 You will be subject to the policies and terms and conditions in force at the time that you order products from Levines, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if Levines notify you of the change to those policies or these terms and conditions before they send you the Order Confirmation (in which case Levines has the right to assume that you have accepted the change to the terms and conditions, unless you notify Levines to the contrary within seven working days of receipt by you of the Products).
23.1 At the checkout you can select to use Levines’ free in store click & collect service. You can choose to collect your order from any Levines showroom. This service can be used with any payment method: Payment in Full or Pay by Finance (please visit the Finance page for further information option this option).
23.2 For In Stock items please allow up to 7-10 working days for your order to be transferred to your selected collection point. For Ready to deliver in items please allow the lead time stated on your confirmation email, plus 7-10 working days for your order to be transferred to your selected collection point. Sometimes there may be unforeseen circumstances which can delay orders, please see point 8.1.
23.3 Once your order arrives at your selected collection point, Levines will contact you within 7 days to arrange a collection date and time. Please wait until Levines have contacted you to confirm collection before trying to collect. You will be asked to provide your name, Sales Order number, and a form of ID when you come to collect. You may also be asked to provide proof of your invoice or Order Confirmation email either printed or shown on your mobile. A friend or another family member may also collect on your behalf, but they will also need to bring the above supporting documents to collect. Levines may also call you to confirm the person collecting has been authorised by yourself to do so.
23.4 Collections will be scheduled strictly by appointment only (it is your responsibility to load your order onto your vehicle). Levines will endeavour to help serve customers who arrive without an appointment or who require help to load their vehicle, however this may incur extra time upon your collection.
23.5 For store collection hours, please visit the stores page.
24.1 If a request is made to speak to a manager, Levines Furniture will aim to return all calls within 48-72 hours.
24.2 If you report a fault with your product, please contact 0121 707 5545 Please provide as much information as possible including but not limited to: Your name and contact information, sales order or account number (if this is unknown, please provide your full address), details of the fault, photographic supporting evidence of the fault. Failure to do so can cause a delay in resolving the matter.
24.3 If you are unhappy with the customer service you have received, please use the Contact Us form so Levines Furniture can forward your complaint to the relevant department to be dealt with. Please complete the form with as much information as possible. Please see point 25.2.
Online and in-store terms may vary. If you placed your order at one of the stores, you will find the Terms & Conditions listed on the back of your printed invoice. In-Store purchase Terms & Conditions are different to the ones listed below. If you have any questions about your Store's Terms & Conditions, please contact the store directly.
- Information about Levines
- Service availability
Orders outside of UK mainland and some distant orders have a more restricted service and depending on the size and weight of your products additional charges will apply. Please Contact Us for further information.
- Your status
3.1 You are legally capable of entering into binding contracts.
3.2 You are at least 18 years old.
3.3 You are resident in the United Kingdom; and
3.4 All information that you have provided to Levines, including, without limitation, your name, payment details, delivery address, e-mail address and telephone number are genuine and accurate. If information is missing or not supplied to our ordering system, and you have failed to return our request for this information, then the order may not be processed in the meantime. Levines does not hold responsibility for delays in ordering products/delivery if you do not confirm the details above in a timely manner. Subject to no correspondence from you within 30 days Levines Furniture have the right to cancel the order.
- How the contract is formed between yourself and Levines Furniture
4.2 Acceptance of your order and the creation of a legally binding contract between both parties will only occur when Levines send you the confirmation (“Order Confirmation”) e-mail.
4.3 The Contract will relate only to those products Levines have referred to in the Order Confirmation.
4.4 The customer must review their Order Confirmation e-mail once received. Failure to notify Levines of an error regarding contact information or products you have ordered could result in delays or additional costs.
- Cancellation by Levines
5.1.1 Levines have insufficient stock to deliver the product(s) you have purchased.
5.1.2 The supplier is unable to provide the product(s) purchased to Levines Furniture.
5.1.3 Levines do not deliver to your area.
5.1.4 One or more of the products ordered (or delivery charges) was incorrectly described or priced on the website.
5.1.5 The payment transaction is not authorised; or
5.1.6 You have not complied with the terms of paragraph 3 of these Terms and Conditions.
5.2 If Levines do cancel your contract, Levines will notify you by e-mail and will refund to you any sum paid by you to us in respect of the contract as soon as possible, and in any event within 14 days of the cancellation of your order. Levines will not be obliged to offer any additional compensation for disappointment suffered.
- Your statutory right to cancel
6.2 To cancel a Contract, please let Levines know in writing that you have decided to cancel. Levines will email or telephone you to confirm we have received your cancellation. Levines may also contact you for further information if required and will then confirm whether it can be processed or to offer an alternative solution.
6.3 If you cancel your Contract Levines will:
6.3.1 Refund you the price you paid for the Products. However, please note Levines is permitted by law to reduce your refund to reflect any reduction in the value of the Products:
6.3.1.1 If the product does not return to Levines in the same condition purchased.
6.3.1.2 If you ordered bespoke, made-to-order, or any special orders and you failed to cancel before the item arrives to Levines’ warehouse, in which case Levines may not be able to issue a refund to cover the cost of special order.
6.3.2 Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method Levines offer (provided that this is a common and generally acceptable method). For example, if Levines offer delivery of Products within 3-5 days at one cost but you choose to have the Products delivered within 24 hours at a higher cost, then Levines will only refund what you would have paid for the cheaper delivery option.
6.3.3 Levines will strive to refund your money without undue delay, and no later than 30 days after the day products are received back in the warehouse. Levines will aim to make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
6.3.3.1 If you have received the Products and Levines has not offered to collect them from you 14 days after the day on which Levines receive the Products back from you or, if earlier, the day on which you provide Levines with evidence that you have sent the Products back to Levines.
6.3.3.2 If you have not received the Products, and Levines have offered to collect them from you 14 days after you inform Levines of your decision to cancel the Contract.
6.4 Levines will refund you on the same payment method you originally used to purchase your order. If you used vouchers to pay for the Products Levines may refund you in vouchers. Refunds are managed by the payment providers, and whilst Levines will advise you on the standard lead-time for a refund, sometimes this could take longer than expected but this is outside of Levines control. In some circumstances a refund may no longer be possible via PayPal if the transaction is over 180 days since placed, in which case a cheque will be posted to you. Similarly, if your card has expired Levines may ask for the updated card details or offer a refund via cheque instead.
6.5 If Products have been delivered to you before you decide to cancel your Contract:
6.5.1 Then you must return them to Levines without undue delay and in any event not later than 14 days after the day on which you let Levines know that you wish to cancel the Contract. You can either send them back, return them in store or hand them to Levines' authorised carrier. If Levines have offered to collect the Products from you, Levines will collect the Products from the address to which they were delivered. Levines will contact you to arrange a suitable time for collection. If your products were delivered by a third-party courier service, Levines will arrange for the same company to collect the goods from you. These will need to be collected by the third-party courier service within 14 days of the products being delivered to you. Levines will not refund the order until the goods have been received and inspected. If the products returned to Levines appear to have been damaged, then you may face a restocking charge for this.
6.5.2 Unless the Products are faulty or not as described (this will be confirmed by Managements’ discretion), you will be responsible for the cost of returning the Products to Levines. You will also be responsible for carefully wrapping and boxing the product for return. Levines is not liable to provide wrapping or boxes and will not be responsible for the cost of this. Do not dispose of the packaging for items/given to you by Levines before being fully satisfied with the condition of your product. If the Products are ones which cannot be returned by post, Levines estimate that if you use the carrier which delivered the Products to you, these costs should not exceed the sums Levines charged you for delivery. If Levines have offered to collect the Products from you, Levines will charge you the direct cost to us of collection.
6.6 Advice about your legal right to cancel the Contract is available from your local Citizens Advice Bureau or Trading Standards office.
- Levines returns policy
7.2 Every effort will be made to ensure that the Products that you have ordered arrive undamaged and without defect.
7.3 If the Products are found to be either damaged or defective in any way at the time of delivery, you must complete an incident form immediately, which will be provided by the Levines delivery team. If such damage or defect is discovered after delivery, you must contact Levines within three days of delivery of the Product or, in the event of a latent defect, within three days of the date upon which you discovered the defect.
7.4 Upon receipt of notification of alleged damage or defect from you, Levines will arrange to inspect the Product concerned. You must not make any use of it, not make any alteration to it nor return it or arrange for its return before Levines have been provided with the opportunity to inspect and investigate.
7.5 If upon inspection Levines agree that the item is damaged or defective and Levines is unable to repair the item to manufacturing standards, we will arrange for collection of the item and we will then contact you to arrange delivery of a replacement item to you as soon as replacement stock is available and/or offer you a full refund (including delivery charges). We are only able to hold such replacement stock for a reasonable period and reserve the right to levy a restocking charge in circumstances where you are unable or unwilling to accept such delivery within a reasonable time.
7.6 If as a result of an inspection, Levines determine that they have no legal liability in respect of the matters complained of, then they reserve the right to levy the standard call out charge and to reject any claim in respect of alleged damaged or defective Products.
7.7 Once unwrapped, beds/divans with mattresses and mattresses are excluded from Levines Furnture’s returns policy for health and hygiene reasons. Regrettably self-assembly and flat pack furniture cannot be accepted for return once assembly is partly or fully completed unless the Product is proved to be defective.
7.8 Please note the following Product information which forms part of the Levines Returns Policy:
7.8.1 Surface fillings of mattresses may flatten. This is called dipping or settlement and is normal with use. A mattress may feel different to how it felt in-store. We would advise customers that the mattress is new or can feel firmer due to being wrapped up tightly for a secure delivery. This firmness should quickly ease out to the tension order. If you have any questions regarding your mattress tension upon delivery, please contact our Customer Services team here.
7.8.2 Furniture manufactured from natural or reclaimed materials (e.g. leather, wood and marble) will all have an individual appearance and may have a slight variance in colour and texture. A perfect match to the furniture on display on the Website cannot be guaranteed and a reasonable tolerance level will be applied. Each re-claimed timber furniture product is unique. This adds to the individuality and character of each item manufactured. Whilst a product can be returned, Levines reserves the right to retain the delivery charge.
7.8.3 Leather furniture will display natural characteristics such as scarring and variations in grain. In the cases of semi-aniline and aniline leathers, there will also be colour variations.
7.8.4 Solid wood furniture will display a variation in grain, knots and there may also be colour variation.
7.8.5 Marble furniture will display veining and there may also be colour variation.
7.8.6 Levines operate a continuous policy of Product improvement and Levines therefore reserve the right to vary the specification of any Product from that displayed on the Website, provided that the overall quality of the Product shall remain unaltered.
7.8.8. Care guides can be emailed or posted to the customer upon request. It is advised to speak to one of our Expert sales advisors first prior to cleaning if you are unsure how to care for and maintain your product. Damaged caused by cleaning the product yourself may not be liable for a return or refund.
- Availability and delivery
8.2 The delivery times quoted on the Website are for delivery to postcodes which fall within Levines' normal delivery areas of 100 miles radius from the distribution centres. Any customers who purchase furniture for delivery to an address outside of this area will be contacted for further advise on their expected delivery time. Transfers between warehouses and stores can take between 7-10 working days. If a third-party courier or delivery service is required for locations outside of this radius the delivery timeframe is outside of Levines control, and the lead time will vary for each supplier. Levines will aim to provide as much information as possible for each customer inside and outside of the 100-mile radius regarding delivery options and timeframes. For further information regarding in stock or ready to be delivered in products, please see point 24.3.
8.3 A Delivery Date will not be offered until the goods are in stock at the agreed delivery or collection point, and until the order has been paid for in full. Levines regret that they cannot schedule deliveries for a specific time of day nor will Levines under any circumstances assemble any Products that are supplied on a self-assembly basis. Levines will aim to provide a 2-hour window for delivery, however delays can occur as a result of assembly at a previous address or traffic. Levines in not liable for time or consequential losses.
8.4 Special arrangements with assembly, movement or fitting of Products will be subject to a special charge. Details of this service will be provided upon request at the point of order.
8.5 It is your responsibility to ensure clear and sufficient access for Products delivered to the required location in your dwelling.
8.6 As part of the checkout process you will be requested to confirm that you have checked access thoroughly.
8.7 In the event of Levines not being able to gain access to the required location, Levines reserve the right to levy a charge in respect of such abortive delivery and the costs of any subsequent redelivery of the Product. Where the Product is a special order item and access is not possible then Levines reserve the right to levy a charge in respect of the costs of restocking the item. This is normally 25% of the product’s cost. If access if attempted, please see point 9.
8.8 Levines is unable to store goods awaiting delivery to a customer for periods in excess of 14 days after the latest estimated delivery date. Levines can store your goods for up to 8 weeks free of charge. Any goods stored at your request after this period must be paid for in full and will be subject to a storage charge of £15 per week. If you cancel your order during the 8-week storage allowance, Levines reserves the right to claim a restocking charge.
8.9 Loan furniture is provided to customers by Management discretion only. By accepting loan furniture from Levines, you agree that the item(s) must be returned in the same condition in which they were received. If there is any damage or changes to the loan furniture, this may incur a charge.
8.10 Sometimes technical errors can occur on the website, and a product may be incorrectly charged for delivery. Levines reserve the right to contact you to ask for additional monies should the delivery charge paid not cover the cost of delivery for that product to your location. Levines also reserve the right to cancel the order if the product cannot be safely delivered to you.
- Risk and title
9.2 As per point 8.5 it is your responsibility to ensure there is clear and sufficient access for products to be delivered. When Levines arrive at your property, the drivers may ask you to sign a Disclaimer Form. This is to protect both parties against accidental damage as Levines bring the products into your property. Levines will always try to deliver into your home, but it is also your responsibility to accept the delivery. If due to a pandemic we are unable to ask for your signature the drivers will take photos of your products.
9.3 Ownership of the Products will only pass to you when Levines receive full payment of all sums due in respect of the Products, including delivery charges.
- Price and payment
10.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.
10.3 Prices are liable to change at any time, but changes will not affect orders in respect of which Levines have already sent you an Order Confirmation. In promotional periods Levines’ are not obliged to price match between promotions if you have purchased before/after a promotional period.
10.4 Levines' site contains a large number of Products, and it is always possible that, despite Levines' best efforts, some of the Products listed on the site may be incorrectly priced.
10.5 Levines is under no obligation to provide the Product to you at the incorrect (lower) price, even after Levines has sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing.
10.6 Delivery charges are calculated as part of the checkout process, based on type of products and services required. Deliveries outside of the UK mainland will incur additional charges, please see our Delivery & Returns page for more information.
10.7 Payment is accepted by credit or debit card or via PayPal. If you wish to pay by other methods (e.g., cash or cheque), then please contact Levines. Store credit notes are not applicable online. When, and through Management’s discretion only, it is agreed that the value of the store credit note may be used online, a voucher code will be generated for the same value. A minimum spend will be applied to the code, and it must be used before the expiration date. No cash alternative will be offered.
10.8 If you have chosen to pay by card, Levines will process the payment for your Order by way of the credit or debit card details you have provided as part of the online checkout process. If you have chosen to pay via PayPal your payment will be processed accordingly, and you should receive notification from PayPal to confirm that your payment has been successful.
10.9 Levines will advise you if your payment details cannot be authorised for any reason and may then invite you to pay by another method. Please see point 3.4. and how this may affect your order.
10.10 Please be aware that where you pay by any other payment method (e.g., cheque, or bank transfer) then cleared funds will be required before Levines issue our Order Confirmation or Delivery Advice, as the case may be.
- Our liability to you
11.2 Our liability for losses you suffer as a result of Levines breaking this agreement is strictly limited to the purchase price of the Product you purchased and any losses which are a foreseeable consequence of Levines breaking the agreement. Losses are foreseeable where they could be contemplated by you and Levines at the time your order is accepted by them.
11.3 This does not include or limit in any way Levines' liability:
11.3.1 For death or personal injury caused by our negligence.
11.3.2 Under section 2(3) of the Consumer Protection Act 1987.
11.3.3 For fraud or fraudulent misrepresentation; or
11.3.4 For any matter for which it would be illegal for Levines to exclude, or attempt to exclude, their liability.
11.4 Levines is not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited to:
11.4.1 loss of income or revenue
11.4.2 loss of business
11.4.3 loss of profits or contracts
11.4.4 loss of anticipated savings
11.4.5 loss of data, or
11.4.6 waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; provided that this clause 11.4 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of clause 11.1 or clause 11.2 or any other claims for direct financial loss that are not excluded by any of categories 11.4.1 to 11.4.6 inclusive of this clause 11.4.
11.5 Please also note the terms of Levines' Website Use Policy which apply to all contracts entered between you and Levines. A customer may unsubscribe from SMS, Postal, or E-mail marketing at any point by contacting Levines. There can be a delay whilst each system is updated with the latest marketing information.
- Import duty
12.1 If you order Products from Levines' site for delivery outside the UK mainland, and we accept your order, Levines shall deliver the Products to the point of embarkation requested by you. Alternatively, you can also arrange for collection from a local store. You will be responsible for arranging shipment and delivery to you thereafter. Levines will not bear any responsibility for damaged caused after the embarkation point. There may be import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that Levines have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
12.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. Levines will not be liable for any breach by you of any such laws.
12.3 Where requested, upon export of the Products, Levines will supply you with the requisite documentation to reclaim any VAT paid to Levines.
12.4 Levines is not liable for any damage incurred after the order is collected by your choice of courier service.
12.5 If you wish to cancel and return your order, Levines will only refund the cost of the products and the original delivery charge if payment was taken to ship the products to a point of embarkation.
- Written communications
- Notices
- Transfer of rights and obligations
15.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without Levines' prior written consent.
15.3 Levines may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of their rights or obligations arising under it, at any time during the term of the Contract.
- Events outside our control
16.2 Levines' performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and Levines will have an extension of time for performance for the duration of that period. Levines will use their reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
16.3 Covid-19 is an event outside of Levines control. There have been global implications for every industry and business. For furniture this has affected material supply, production capabilities, and shipping.
16.4 Fuel and HGV driver shortages are an event outside of Levines control. This can cause delays in containers getting into and around the UK mainland, as well as Levines being able to deliver to your delivery address.
- Waiver
17.2 A waiver by Levines of any default shall not constitute a waiver of any subsequent default.
17.3 No waiver by Levines of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 14 above.
- Severability
- Entire agreement
19.2 Levines each acknowledge that, in entering a Contract, neither party has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.
19.3 Neither party shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party's only remedy shall be for breach of contract as provided in these terms and conditions.
- Our right to vary these terms and conditions
20.2 You will be subject to the policies and terms and conditions in force at the time that you order products from Levines, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if Levines notify you of the change to those policies or these terms and conditions before they send you the Order Confirmation (in which case Levines has the right to assume that you have accepted the change to the terms and conditions, unless you notify Levines to the contrary within seven working days of receipt by you of the Products).
- Law and jurisdiction
- Customer Services
- Free In Store Click and Collect Service
23.1 At the checkout you can select to use Levines’ free in store click & collect service. You can choose to collect your order from any Levines showroom. This service can be used with any payment method: Payment in Full or Pay by Finance (please visit the Finance page for further information option this option).
23.2 For In Stock items please allow up to 7-10 working days for your order to be transferred to your selected collection point. For Ready to deliver in items please allow the lead time stated on your confirmation email, plus 7-10 working days for your order to be transferred to your selected collection point. Sometimes there may be unforeseen circumstances which can delay orders, please see point 8.1.
23.3 Once your order arrives at your selected collection point, Levines will contact you within 7 days to arrange a collection date and time. Please wait until Levines have contacted you to confirm collection before trying to collect. You will be asked to provide your name, Sales Order number, and a form of ID when you come to collect. You may also be asked to provide proof of your invoice or Order Confirmation email either printed or shown on your mobile. A friend or another family member may also collect on your behalf, but they will also need to bring the above supporting documents to collect. Levines may also call you to confirm the person collecting has been authorised by yourself to do so.
23.4 Collections will be scheduled strictly by appointment only (it is your responsibility to load your order onto your vehicle). Levines will endeavour to help serve customers who arrive without an appointment or who require help to load their vehicle, however this may incur extra time upon your collection.
23.5 For store collection hours, please visit the stores page.
- Complaints
24.1 If a request is made to speak to a manager, Levines Furniture will aim to return all calls within 48-72 hours.
24.2 If you report a fault with your product, please contact 0121 707 5545 Please provide as much information as possible including but not limited to: Your name and contact information, sales order or account number (if this is unknown, please provide your full address), details of the fault, photographic supporting evidence of the fault. Failure to do so can cause a delay in resolving the matter.
24.3 If you are unhappy with the customer service you have received, please use the Contact Us form so Levines Furniture can forward your complaint to the relevant department to be dealt with. Please complete the form with as much information as possible. Please see point 25.2.