How will I know when my order has shipped?

Once an order has been shipped you will be notified by email. In certain cases, some orders will be shipped partially which will be made clear on your shipping email. For larger orders that require white glove delivery, we will contact you to organise a suitable delivery time.

Do you deliver items separately?

Yes. If you have ordered multiple small items – some of which are in stock and others which are out of stock – we can ship these items separately at an additional charge.
However, if you are willing to wait until all of your items are in stock, we can ship these together at the standard rate. If you don’t require items in a hurry, this is our recommended option as it will use less packaging in line with our environmental ethos!

Where is my order?

Leave us your mobile number at checkout to receive live delivery updates for small items from our courier, Parcel Force. If you would prefer not to leave your mobile number, don’t worry! You can find your tracking number in your dispatched email.
In the unlikely event that your order fails to arrive, please contact us and we will be happy to help you.

Do you have a no-contact delivery process in place?

Yes, at customer’s request all of our couriers are now providing no-contact delivery only.
For houses, this means our delivery driver/ crew will place items in your doorstep / driveway following the social distancing restrictions and guidelines - No signature will be required.
For flats and apartments, our delivery driver/crew will place items in the communal hallway or doorway.

I live close to your location in Crewe, can I collect/return my order from/to you directly?

Unfortunately, we cannot accept collections or returns of orders from our customers directly in our Warehouse/office.

Why is part of my order missing?

At times we don't send out a complete order since different items purchased may arrive at our warehouse at different times. Please check your delivery note to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn't, please contact our Customer Care team at info@creationfurniture.co.uk or call on 08000016096.

What if I have received an incorrect item?

If you have received an incorrect item in your order, please contact our Customer Care team and we will organise a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. To contact Customer Care team at info@creationfurniture.co.uk or call on 08000016096.

What about access check requirements?

It is your responsibility for ensuring that items you order can be delivered to your property and room of choice, with safe and reasonable access from the public highway to the place of delivery. Our delivery team will deliver up to the first-floor level only. We cannot deliver above this level unless there is suitable lift access. Access must be evaluated before booking white glove delivery and extra costs might occur if you fail to note any issues with this. If required, Creation Furniture offers access checks to certain areas of London and the home counties. If you would like an access evaluation prior to ordering an item, please contact our Customer Care team at info@creationfurniture.co.uk or call on 08000016096.

Below are some questions to think about before you purchase large furniture items:
• Is there parking available outside the property?
• What floor is the item being delivered to?
• Is there clear access into the room of choice?
• Is there a lift available?
• Will there be children or pets on site during delivery?
• Are there any other restrictions we should be aware of that may impact the delivery?
• Can you provide any photos or video of doorways, staircase, etc?

Good to know / Things to note

In the rare instance that an item is out of stock with both us and our supplier, we may not be able to deliver your item to you within the timeframes estimated above. If this is the case, we will contact you to let you know when the item is estimated to be available. When the item arrives at our warehouse, we will contact you to
If you have any other questions, email us at info@creationfurniture.co.uk.