Shipping policy

Deliveries

7.1 Please check your items on arrival to ensure they appear intact before signing for the delivery.

7.2 Damaged on delivery – If your goods are damaged when you receive them, please note this on the delivery sheet, refuse the items with the delivery agent, and contact our Customer Service team as soon as possible so we can resolve the issue.

7.3 If you sign for the goods and later discover damage, please contact our Customer Service team as soon as possible. We may ask you to provide photographic evidence of the damage before we can take further action.

7.4 Shortages & incorrect items
- It is your responsibility to check and sign for the correct number of packages shown on the delivery sheet.
- Please note any shortages on the delivery sheet and contact Customer Service.
-If you receive incorrect items, please refuse the incorrect items, mark the delivery sheet accordingly, and contact Customer Service.

7.5 Please note that dispatch will not take place if you have not received an order confirmation email from us.

7.6 For larger deliveries (e.g. beds or bulky items), your property must be directly accessible to a vehicle approximately the size of a Luton van. If there is no suitable access or restricted parking that prevents delivery, the delivery may not be completed and you may be responsible for the associated carriage charges.

7.7 There must be a person over the age of 18 at the delivery address to sign for receipt of the products.

7.8 For smaller/pillow deliveries, the delivery agent will deliver to the doorstep to ensure the parcel is handed to the recipient.

7.9 Green Loft (and its parent company MHG Textiles Limited) can cover losses arising from incomplete or damaged deliveries once this has been confirmed with our courier partners, provided that:
- Images of the damage are supplied, and
- Our Customer Service department is informed upon arrival of the goods.

7.10 We use independent delivery agents for our deliveries. While they aim to deliver within the specified time window on the selected delivery date, this cannot be guaranteed. Green Loft and MHG Textiles Limited are unable to cover any loss of earnings or similar consequential losses arising from late or failed deliveries, but we will always do our best to get your goods to you as quickly as possible.

7.11 For larger or heavier items, the delivery agent may require reasonable assistance from someone at the property to safely offload the items.

Failed Delivery Attempt

8.1 Please do not dispose of your existing items until your new order has arrived.
On rare occasions, we may be unable to deliver on the planned date. For this reason, we strongly advise that you keep your existing items until you have received and checked your new items.

8.2 At Green Loft / MHG Textiles Limited, we always strive to deliver within the agreed dates and times, but sometimes issues arise that make this impossible. If we are unable to make the delivery on the selected date, we will contact you as soon as we can to advise you and rearrange delivery.
Where we use a delivery agent, we do not have full control over their operations and must rely on the information they provide. We kindly ask for your patience while we work with them to resolve any issues.

8.3 If you have supplied incorrect delivery details, we will do our best to get your items to you as soon as possible once we have the correct information. However, a charge will apply for amending delivery after dispatch (see Section 9).

8.4 We cannot be held responsible for any losses arising from a late or failed delivery, including loss of earnings, missed appointments, or other consequential losses.

Amending Deliveries

9.1 Amendments to the delivery date or address before the item has been dispatched from us – Free

9.2 Amendments to the delivery date or address after the items have been dispatched but before delivery has been made – £4.50
(Please note: this may affect the delivery date.)

9.3 Amendments to the delivery date or address after a delivery attempt has been made – £4.50
(Please note: this may affect the delivery date.)

9.4 Failed delivery attempts due to no one being at the property –
- Re-delivery will be free to reattempt (same-day reattempt is not guaranteed).
- There will be up to 3 delivery attempts before the parcel is returned to sender.
- If the parcel is returned to sender, there will be a £4.50 charge.

9.5 Failed delivery attempts due to incorrect customer information –
- Re-delivery will be free to reattempt (same-day reattempt is not guaranteed).
- There will be up to 3 delivery attempts before the parcel is returned to sender.
- If the parcel is returned to sender, there will be a £4.50 charge.