FAQ

Frequently Asked Questions

Here you’ll find answers to some of the most common questions about ordering from Chestnut & Maple. If you still need help, email customerservice@chestnutandmaple.co.uk and we’ll be happy to assist.

Where does Chestnut & Maple deliver?

We currently deliver to addresses within the United Kingdom.

How much does delivery cost?

Standard UK delivery is £4.99. Delivery is free when your order total is over £60, unless a different charge is clearly displayed during checkout.

How long will my order take to arrive?

Delivery normally takes approximately 3–5 working days after your order has been processed.

Delivery dates are estimates and may occasionally be affected by courier delays, severe weather or other circumstances outside our control.

Will I receive tracking information?

Where tracking is available, it will be sent to the email address provided when you placed your order. Please allow time for the tracking information to update after dispatch.

Why has only part of my order arrived?

Our products may be dispatched from different UK warehouses. If you order several items, they may arrive in separate parcels or on different days.

Please check your dispatch emails and tracking information before contacting us about a missing item.

Can I change my delivery address?

We will try to update it, but warehouse processing may begin shortly after an order is placed, so changes cannot be guaranteed.

Can I cancel my order?

If your order has not been dispatched, contact us as soon as possible and we will try to stop it.

If it has already been dispatched, you may need to wait for it to arrive and then follow our returns process.

For most online purchases, you may also notify us that you wish to cancel within 14 days of receiving the goods.

How do I return an unwanted product?

Email customerservice@chestnutandmaple.co.uk within 14 days of receiving your order. Include your name, order number and the product you wish to return.

We will provide the correct return address and instructions. Please do not return anything to the sender’s address without contacting us first.

After notifying us, you must return the product within a further 14 days.

Who pays for an unwanted return?

Customers are responsible for the direct cost of returning products they no longer want.

Some furniture, planters and other bulky items may be more expensive to return because they cannot normally be sent using standard postal services.

Chestnut & Maple will cover reasonable return costs where a product is faulty, damaged on arrival, incorrect or misdescribed.

What should I do if my order arrives damaged?

Please include your order number and photographs showing:

The complete product
The damaged area
The outer packaging
The delivery label

Please keep the product and packaging while we investigate, and do not return or dispose of anything until we provide instructions.

What if my product is faulty or incorrect?

Depending on the circumstances and your statutory rights, we may provide a replacement, replacement component, repair, price reduction or refund.

What should I do if a component is missing?

First, check the packaging carefully and review any assembly instructions.

If a component is still missing, contact us with your order number, photographs of everything received and details of the missing part.

Why is a product showing as sold out?

Stock availability is updated regularly and some products may sell out temporarily.

If a product is unavailable, check back later as it may be restocked. Products cannot normally be reserved while they are out of stock.

Will my product require assembly?

Assembly requirements are shown in the product description or specifications where applicable.

Please follow the instructions supplied and use suitable tools, fixings and assistance for the product.

Are product colours and measurements exact?

We aim to represent every product accurately. However, colours may appear slightly different because of lighting, photography and screen settings.

Dimensions may be approximate unless stated otherwise. We recommend checking the measurements carefully before ordering.

Can I leave delivery instructions or nominate a safe place?

Available delivery options depend on the courier. Once tracking has been provided, you may be able to manage delivery directly through the courier.

Please remember that responsibility for the parcel may pass to you once it is delivered to a safe place or person you expressly nominated.

My tracking says delivered, but I cannot find the parcel. What should I do?

Please check:

Around your property
Any nominated safe place
With other household members
With neighbours or building management
Any delivery photograph or courier notification

If you still cannot locate it, contact us so we can investigate with the warehouse and courier.

How will I receive my refund?

Approved refunds are returned to the original payment method.

Once issued, your bank, card provider or payment service may require additional time to display the funds.

Can I order from outside the UK?

Chestnut & Maple currently supplies products only within the United Kingdom. We are unable to accept international delivery orders at this time.

How can I contact Chestnut & Maple?

Email customerservice@chestnutandmaple.co.uk or use the form on our Contact page.

We aim to respond within one working day.

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FAQ