Delivery

1.Can I pick up the furniture myself?

Yes, by prior arrangement you can pick up your furniture from our warehouse between 10am-2pm on weekdays excluding public holidays. Please request this when choosing your delivery option, no delivery charge will apply. You must ensure your vehicle is of a suitable size to take your furniture. Please contact our support team on sale5@directwicker.com / customerservice@directwicker.com or call 833-322-1910 for further information. 

2.Do I have to be there myself to accept delivery?

It is not necessary for you to be present in person when your furniture is delivered, however you must have a responsible adult (over 18 years) who is authorised to act upon your behalf and would be required to sign for the goods. Prior to the delivery taking place in your absence, we would first require an email correspondence confirming your requests and if you did want this left in a safe place we would also need the details in writing of this. Please note the goods are left at your own risk and Direct Wicker will not accept any responsibility for any items left in your absence.

3. I’m not ready to have my delivery yet. What should I do?

Your delivery may be put on hold until further notice if you are not ready to receive your items.  Your items will remain on hold until you contact the deliveries team and advise that you are ready for delivery to be arranged. We recommend contacting us about a week ahead of the date that you would ideally like delivery, at which point the deliveries team can discuss the options available to you.  

4. Can I change my delivery address?

Delivery arrangements are made using the original address submitted with your order.  If delivery is required to a different address from the one submitted this is usually possible.  However, this can often require additional administration work to be completed before the items can be released for delivery and may result in a delay to the delivery of your items.  

If this must be arranged, please e-mail sale5@directwicker.com or call 833-322-1910 as soon as possible to ensure that the items are not delivered to an incorrect address.

5. I've received my delivery and the item(s) appear to be damaged. What do I need to do?

Firstly, we apologise that our products have been delivered in an inferior condition. We work hard to ensure our products are beautifully designed, robust & as such are enjoyable.

Let's get the issue resolved quickly! To do so please follow these instructions:

5.1 Ceate an email to our customer services team at sale5@directwicker.com 

5.2 Please provide us with your order details i.e order number, address, or postcode

5.3 Please tell us who you are - your Full name

5.4 Please provide a description of the damage / fault - What damage is there? Where is the damage? How significant is the damage?

5.5 Please provide photos of the damage by attaching to the email

5.6 We aim to respond within 24-48 hours, but please be aware during peak season these time frames may stretch. We appreciate your understanding in advance.