Shipping policy

This policy should be read in conjunction with our Terms & Conditions and Returns & Cancellations policies.

All Frances Jean pieces are designed in London and made to order. Delivery is arranged using trusted courier and specialist furniture delivery partners so that your items arrive safely and in good condition.

1) Lead times

Lead times vary by design and are shown on each product page or provided in writing for trade and quoted orders.

Once your order is ready to leave the workshop, delivery within mainland England is typically completed within 1–21 working days, depending on your location, courier availability and delivery route planning. Delivery may take longer during peak periods, around Christmas, or for remote locations.

2) When delivery is booked

Direct orders placed with Frances Jean
Delivery is arranged by us, or by our delivery partners, for orders placed directly with Frances Jean via our website, invoice or written confirmation.

Orders placed via a retailer, showroom or wholesale partner
Where an order is placed by a store, showroom or wholesale partner, delivery is not arranged by Frances Jean unless agreed in writing. Collection and transport are the responsibility of the retailer, showroom or wholesale partner, including booking couriers and ensuring appropriate insurance and handling for the goods.

Customer collection from our warehouse
Customers may arrange collection of goods from our warehouse by appointment. If you would like us to arrange shipping instead of collection, this can be provided as an additional service and delivery charges will be confirmed separately before your order proceeds.

Risk on collection
Where goods are collected by you, your nominated carrier, or a retailer/wholesale partner’s carrier, risk transfers upon collection or loading.

3) Mainland England delivery

We offer specialist furniture delivery within mainland England.

For furniture and larger items, delivery is usually arranged using a specialist freight or white-glove delivery partner. The courier may contact you directly to agree a suitable delivery window.

Delivery charges are calculated according to your postcode, item size, weight and delivery requirements. Where possible, delivery will be calculated at checkout. For larger, heavier, bespoke or specialist orders, we may confirm the delivery charge separately in writing before your order proceeds.

As a guide, mainland England furniture delivery starts from £95.

4) London delivery

London deliveries are available using specialist furniture couriers.

As a guide, London furniture delivery starts from £75.

Certain central London postcodes, congestion zones, restricted access addresses or properties requiring special handling may incur an additional charge. Where this applies, we will confirm the charge before your order proceeds.

5) Scotland, Wales, Northern Ireland, Highlands, offshore and remote UK areas

We can ship to Scotland, Wales, Northern Ireland, the Highlands, offshore islands and more remote UK locations; however, these deliveries are quoted individually.

Please complete your order as normal, or contact us before ordering, and we will confirm the best available delivery option and cost for your location.

Your order will only proceed once you have approved the delivery charge.

6) International shipping

We ship internationally on a case-by-case basis.

Please use the enquiry form on the product page or contact us to request a tailored shipping quote. We usually respond within 2 working days with an estimated cost and timeframe.

International shipments may be subject to import duties, taxes and fees, which are the responsibility of the recipient. We recommend checking with your local customs authority before placing an order.

If you choose not to accept an international order once duties have been requested and the shipment is returned to us, the original shipping fee is non-refundable and any return shipping or associated charges will be deducted from any refund due on the item.

7) Assembly, unpacking and additional services

Some deliveries may include basic placement or assembly, depending on the courier service selected and the item ordered.

Additional services, such as furniture assembly, disassembly, reassembly, disposal, special handling, packaging removal or difficult access support, may incur additional charges. Where required, these charges will be confirmed before the service is carried out.

8) Access, failed deliveries and rescheduling

Please ensure safe and adequate access to the delivery address, including door widths, staircases, lifts, hallway turns, parking, loading restrictions and any permits required.

It is your responsibility to check that the item will fit into the property before delivery. If you are unsure, please contact us before placing your order.

If delivery cannot be completed due to access issues, incorrect delivery details, parking restrictions, or no one being available to receive the delivery, we may need to reschedule. Reasonable additional charges may apply, including redelivery, failed delivery, storage, return or handling charges where incurred.

9) Returns, exchanges and collections

Where a return, exchange or collection is agreed, additional courier charges may apply. These charges are calculated based on the collection location, item size, original delivery rate and any packaging or handling required.

Items must be suitably packaged for return transport. If additional packaging, handling or collection support is required, this may be charged separately.

10) On delivery and damages

All pieces are carefully checked before leaving the workshop and packed to travel safely. However, if your order arrives damaged or not as expected, please inspect your items within 24 hours of delivery and contact us as soon as possible with your order number and clear photographs of any damage to the packaging and the piece itself.

Please retain all packaging until the issue has been reviewed.

This does not affect your statutory rights.