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Shipping and Returns




Standard UK Delivery – Accessories


We charge a standard rate of £3.99 for delivery within the UK for all accessories (excludes furniture, see furniture ranges below). Once you have placed an order with us online, your order will be processed, packaged, shipped and delivered within 10-14 working days, excluding weekends and bank holidays.*

*Unless otherwise stated on individual products.


Standard UK Delivery – Furniture Ranges


For all of our online furniture deliveries we use carefully selected delivery partners who specialise in furniture distribution. Our Standard Delivery charge is £50.00 to anywhere within the UK, excluding Northern Ireland, Isle of Wight and Isle of Man. If you have placed an order with us online, your order will be processed, packaged, shipped and delivered within 10-14 working days, excluding weekends and bank holidays. Please allow a maximum of 14 days before contacting us via email at info@theupperlevel.co.uk.

Once your item has been shipped, our delivery partners will contact you to discuss the best date and/or time to deliver.

If you have purchased any item from our ranges and furniture collections please note that delivery lead times do vary depending on the item availability from the manufacturer. Upon receiving your online order, we notify the manufacturer directly and place your order with them. We are then advised of the lead time for that item, or items if you have multiple orders. We will then contact you direct using the contact information you provided at checkout, to update you on the current status of your order and when you can expect to take delivery of it. Average waiting time for delivery to our showroom is two weeks from the date of your order. This can vary.

Free Delivery


We offer free shipping on all orders over £1,000. We occasionally run promotions which includes free shipping. Sign up to our e-newsletter to be informed of these promotions.



If for any reason you are not satisfied with your purchase, please follow the following procedures for returning online items.

Damaged or incorrectly supplied


If the item is damaged or faulty and you would like to return the product for an exchange you must notify us within 7 days of receiving the item by email or using the contact form below.

For all small items/accessories you will need to return the item to us where we will exchange it. If an item of furniture has arrived damaged we will arrange to have it collected and replaced.

It must be in the same condition you received it in and include all original packaging to qualify. If your order sits outside this timeframe you will not be eligible for a refund.

Unwanted goods


If the item is no longer required, you have 7 days to notify us via email or using the contact form below from the date you received/signed for the order. For any returned items that are not damaged, you will need to return the item to us. If your order sits outside this time frame you will not be eligible for a refund. Items returned must arrive in the same condition they were sent out in. The Upper Level retains the right to refuse a refund on any item not deemed to be re-saleable.

General Product Information


Products may differ slightly online from the physical item, through coloration, effect and style. Whilst The Upper Level try to ensure that the product is photographed to show optimal likeness, The Upper Level cannot be held responsible for any difference in the above and reserve the right to refuse refunds if this is the sole reason for returning goods to The Upper Level. Please enquire prior to purchase if you have any concerns.

You must notify us within 7 days for any return queries and include as much detail as possible, including any photos if required to support your return enquiry.

Please fill in the form below before returning any items to us.

Return address:
The Upper Level
Twyford Mill
OX17 3SX

Your Name (required)

Your Email (required)

Your Telephone Number (required)

Reason For Return (required)

Description of the Return (required)

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