1. Collection from Croydon warehouse
2. London delivery & installation

1. Standard Delivery

Unless otherwise stated or agreed in writing, our standard furniture delivery service is to the property entrance/threshold only.

For houses, delivery will be made to the ground-floor entrance/threshold of the property. Standard delivery does not include moving furniture to another room or floor within the property.

For flats/apartments, where a suitable working lift is available and all entrances, corridors and lift dimensions provide safe and sufficient access for the goods, delivery may be made to the entrance door of the apartment.

Delivery inside the property, delivery via stairs, delivery to upper floors without a suitable lift, unpacking, assembly, installation and removal of packaging are not included in Standard Delivery unless specifically agreed in writing in advance. Additional charges may apply.

2. Access

The customer is responsible for ensuring that there is safe and adequate access for the item ordered, including doorways, corridors, staircases and lifts where applicable.

Our delivery team may decline to move an item through an area where, acting reasonably, they consider that there is insufficient access or a material risk of injury or damage to the goods or property.

Failure to deliver because of inadequate or unsafe access may result in an additional delivery or handling charge where a further delivery is required.

3. Assembly & Installation

Furniture assembly and installation are not included unless specifically stated on the product page, quotation or order confirmation.

Where required, an assembly or installation service may be available at an additional cost and must be agreed with AO Luxconcept in advance.

4. Delivery Evidence

Our delivery team or delivery partner may take photographs at the delivery location as evidence of delivery and/or the condition and location of the goods at the time of delivery.

5. Customer Not Available / Safe Place

The customer, or an authorised person, should be available to receive the delivery at the agreed delivery time.

Goods will only be left unattended in a nominated safe place where this has been expressly authorised by the customer and where the delivery team considers it reasonably safe and appropriate to do so.

If delivery cannot reasonably be completed because nobody is available to receive the goods and no suitable authorised safe-place instruction has been provided, the goods may be returned to our warehouse or delivery partner. A reasonable additional delivery charge may apply for redelivery.

6. Online Order Cancellation & Returns

For eligible goods purchased online, customers may notify AO Luxconcept that they wish to cancel their order within 14 days after receiving the goods, in accordance with their applicable statutory cancellation rights.

After notifying us of cancellation, the goods must normally be returned within a further 14 days.

Customers wishing to return an item should contact AO Luxconcept by email before arranging the return so that we can provide the appropriate return address and instructions.

Unless the goods are faulty, damaged, incorrectly supplied, or otherwise required by law, the customer is responsible for the cost of returning the goods to the designated return address. Customers should be aware that return transportation costs can be significant for large furniture items.

7. Return Packaging & Condition

Customers are strongly requested to retain all original packaging until they are satisfied that they intend to keep the goods.

Where a customer exercises their right to cancel, the goods should, wherever reasonably possible, be returned in their original packaging, with all packaging materials, accessories, fittings, instructions and components included.

If the original packaging has been removed or is no longer available, the customer remains responsible for ensuring that the goods are securely and appropriately packaged for return transport to prevent damage.

Customers must take reasonable care of the goods while they are in their possession.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, resulting in a reduction in value, AO Luxconcept may make an appropriate deduction from the refund to the extent permitted by applicable consumer law.

Any damage occurring during return transportation as a result of inadequate packaging may also be taken into account where permitted by law.

We strongly recommend that customers do not dispose of the original packaging until they have inspected the goods and are satisfied with their purchase, as large furniture items may require suitable protective packaging if returned.

8. Clearance & Sale Items

Clearance, ex-display and sale items may have cosmetic imperfections, signs of handling or other specific conditions. Any known material defects or imperfections will, where applicable, be identified in the product description or otherwise disclosed before purchase.

Purchasing a clearance or sale item does not affect the customer’s statutory consumer rights.

Where an item is sold with a specific defect or imperfection that was clearly disclosed to the customer before purchase, the customer should not subsequently treat that disclosed condition itself as an undisclosed fault.

9. Bespoke / Made-to-Order Products

Products made to the customer’s specifications, personalised products and certain bespoke items may be excluded from the statutory change-of-mind cancellation right where permitted by law.

This does not affect the customer’s statutory rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

10. Damaged or Faulty Goods

Customers are requested to inspect goods as soon as reasonably possible after delivery.

Where there is visible delivery damage, customers should notify AO Luxconcept as soon as possible and preferably within 24 hours, together with photographs where available. This helps us investigate the matter promptly with the delivery provider.

This notification request does not affect the customer’s statutory rights.

If goods are faulty, damaged, not as described or not fit for purpose, AO Luxconcept will deal with the matter in accordance with applicable UK consumer law.