Shipping & Returns
The Consumer Rights Act 2015 came into force on 1 October 2015 and Back2 abide by all relevant conditions as laid out in the amended act.
All our products have estimated delivery times stated. Many smaller items are kept in stock and are available for dispatch as soon as we are able to process your order. For larger items and bespoke orders, the delivery times are longer as we have to acquire these items, especially for your order. Orders placed before midday (Monday to Friday) for items in stock are usually dispatched the next working day.
PLEASE NOTE: all delivery times are approximate. If you need further information on delivery times for specific larger items, such as bespoke chairs or office desks, please contact us before placing your order.
Order Cancellation Policy
As bespoke products are ordered to individual specifications they cannot be cancelled once your order has been placed. We may be able to uphold the cancellation if it is made on the same day as the order is placed or if your order has not been processed.
Orders for other products cannot be cancelled once they have been processed and will be subject to our Returns Policy found below.
Delivery prices quoted on the website are for shipping to the Mainland UK only.
Please note that we do not ship overseas or to Republic of Ireland. Orders going to Scotland will need extra charge for delivery.
We are able to ship to other countries in Europe (and sometimes worldwide) however this must be confirmed by contacting us and obtaining a price for delivery. In these instances, we will process your order over the telephone.
We despatch small, light items by Royal Mail and heavier/larger items by Tuffnells, APC or other couriers. Compared with other couriers we have found Tuffnells to be reliable and less likely to damage goods so they are our courier of choice. Collections from our premises by Royal Mail and Tuffnells are made in the early afternoon on Monday through Friday. Orders placed before midday (Monday to Friday) for items in stock are usually dispatched within 24 hours.
You should receive your couriered items on the next working day unless you are in the Highlands or outside Great Britain when deliveries may take a day or so longer. Royal Mail items should arrive within two working days.
Please be certain to check the goods on delivery. In the case of signed for goods, you should sign as “damaged” or “unchecked” if the parcel shows any signs of damage or tampering. If the goods are to be signed for and the damage is very severe please reject the item which will be returned to us by the courier. You should also let us know what has happened.
If you do not discover the goods are damaged until you unpack them please let us know immediately, and certainly no more than 48 hours later.
If you are out when delivery is attempted, a card should be left by Royal Mail or courier, advising you where to collect the item in the case of Royal Mail, or other delivery arrangements by a courier. Often a courier will make a second attempt at delivery the following day. Otherwise, they may ask you to call them to re-arrange delivery. If you are not available at all to take delivery the item will be returned to us.
Bespoke orders are acquired specially for your order. For this reason, bespoke products cannot be returned.
All returned products must be in the original packaging and in a saleable condition, without any marks from use. You will need to arrange for a courier or postal service to deliver the item back to us at your own cost. Please note you will be responsible for the item until we can confirm receipt at our premises. For this reason, we recommend using a trackable service provided by almost all postal and courier services.
In some instances returns can also be made through either of the following options:
- Simply take the proof of purchase and the product you wish to return or exchange to our showroom at 28 Wigmore St, London W1U 2RN.
- Within the M25 we may be able to arrange collection for large items such as office chairs and desks at an additional charge. Please contact us to find out if we are able to do so.
If for any reason you feel the item you have received is faulty please contact us as soon as possible to let us know that the item has a fault. We will request that you explain to us what the fault is and in some instances, we will request that you send us photos of the fault so that we can see the fault described. Once the fault is identified we will ask you to return the item and provide a replacement. In the event that a replacement is unavailable (whether it be due to a discontinuation or end of line clearance), we will either replace it with a similar product or provide a full refund. If you are returning an item because it is faulty we will reimburse your return costs once we have inspected and confirmed the item has a fault.
If you wish to return an item to us for any other reason such as our fourteen days’ returns policy (on certain products only) please contact us to inform us that you would like to return an item and the reason for the return. We will give you an address to return the goods. Please note that you must include the original receipt with the item so that we can identify that the returned product is from your order along with the reason for the return (you can write this on the receipt if you wish). Failure to do so may mean we are unable to identify who the return is from and we will be unable to process the return.
We regret that for hygiene reasons we are unable to accept the return of mattresses, pillows and personal items such as massagers. If the product was sealed by the manufacturer and the product remains unopened with the sealed packaging intact, we are willing to accept returns. This is standard practice for most companies retailing these types of products.
Refunds will be made within 14 days of receipt of the item. Delivery charges will not be refunded unless the item is faulty. All refunds are subject to inspection of the items and confirmation that the items have been returned according to our returns policy above. Payments into your account will appear to come from “Back2 International”.
Installation of Chairs and Larger Items
Onsite chair fittings are available, by request, within the M25. An additional charge may be applicable for this service depending on the location. Fitting charges for orders delivered outside the M25 are available by quotation on request. We also provide free phone support for set-up queries, online office set-up guide a and all items come with manufacturer’s manual.
Please contact us before ordering if you have a preference for assembled or unassembled and we will give you advice on the options available.
We can assemble furniture (only at the time of initial delivery) for you within the M25, providing this service is requested at the time of ordering. To get a price for the installation of a product please contact us before ordering and we will be happy to give you an accurate quote.
Assembly charges for orders delivered outside the M25 are available by quotation on request. If the delivery address that you give us changes after you place your order, any charge may also change.
The delivery charges noted are a guide and are subject to alteration following a detailed review of the specific customer orders. In the event that the delivery charges noted on the order are incorrect, we will endeavour to get back to you by phone within 48 hours of your order being processed.