Shipping policy

Delivery Policy & Parking Requirements

To ensure a smooth delivery process, please review our terms regarding building access and parking restrictions. By placing an order with baytana.co.uk, you agree to the following:

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1. Ground Floor Delivery Only

• Standard Service: Our delivery service is strictly limited to the ground floor of the premises.
• Flats & Apartments: For customers residing in multi-story buildings, delivery will be made to the main lobby or ground floor entrance only. Our drivers are not permitted to carry items up stairs or via lifts to individual flat doors, this is subject to the courier's discretion & health safety measures. 
• Customer Responsibility: It is the customer's responsibility to arrange for the movement of items from the ground floor to their specific unit or upper floors.

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2. Parking & Access Restrictions

• Parking Permits: If your delivery address is located in a restricted parking zone (e.g., Permit Holders Only, Red Routes, or gated estates), it is the customer's responsibility to provide a valid parking permit or secure a legal parking space for our delivery vehicle.
• Parking Charges: Baytana does not cover the cost of parking. We will not pay for pay-and-display tickets, private parking fees, or any fines incurred due to lack of adequate permit provision.
• Failed Delivery: If our driver is unable to park safely or legally to complete the delivery due to a lack of permit or access, the delivery may be cancelled, and a re-delivery fee may apply.

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Important: Please ensure there is a clear pathway for our Courier to deliver your item to the ground floor of your property. Failure to do so may result in an unsuccessful delivery. Please ensure you have the necessary assistance and parking arrangements ready on your scheduled delivery day to avoid any delays or additional charges.Please check the item description and dimensions to ensure that the item fit's through your doors and hallways for a swift delivery. 

Order Processing

• Orders are processed Monday to Friday (excluding Bank Holidays).
  
• Most in-stock items are dispatched within 1–2 working days after your order is confirmed. Larger Items may take up to 10 working days to dispatch.
  
• You’ll receive a tracking link or order dispatch notification via email/sms once your order has been dispatched.
  
  

Delivery Times

• UK Mainland: Estimated delivery is 3–10 working days from dispatch.
  
• Large & Oversized Items (e.g., Beds, Mattress, Furniture): These may take longer to deliver approx. 3 to 10 days. The courier will contact you to arrange a convenient delivery date.
  

Delivery Services

• Standard delivery to Mainland UK addresses.
  
• Ground Floor Only.
  
• Delivery drivers are not required to assemble products or remove packaging unless stated otherwise on the product page.
• You are responsible for providing safe access for delivery. If access is unsafe, goods may be left at a safe location. Parking permits must be provided in advance if required. 
• Delivery inside the property is at the discretion of the driver and at your own risk. A two-person team handles standard deliveries.
• Changes to your order may impact the delivery date
• If you are unable to accept delivery on the confirmed date, we may charge for subsequent deliveries. Redelivery / new date may take up to 4-6 weeks
• If delivery is unsuccessful due to unsafe access, the goods may be left in a safe place, or your order may be cancelled. A refund will be processed minus 30% for non-refundable delivery charges from your goods. 
• In case of accidental damage during delivery, our liability is limited to repair or replacement. If repair or replacement is unsuitable, a refund may be offered.
• Time of delivery is not of the essence. We will not be liable for any loss of profits or other financial loss due to delivery delays caused by circumstances beyond our control.
• Additional charges apply for deliveries requiring special equipment or involving non-ground-floor access.
• Delivery to certain postcodes may have longer lead times.
• Delivery to the following postcode areas may attract a slightly longer delivery lead-time: IV, AB, KY, DD, PH, PA, TR, EX, PL, TQ, DT, BH, SO, PO, BN, CT, GU, RH, TA.
• Delivery Crews are forbidden to remove any safety clothing, PPE and Footwear
• Its the recipients responsibility to cover all flooring/walls to the delivery point. No claims can be made for damage caused to unprotected floors and walls
•  It is the Recipients responsibility to remove all personal objects which may be breakable or cause obstruction en-route to the desired delivery point (ornaments, pictures, trailing wires etc.  No claim can be made if damaged by delivery crew
• It is the recipients responsibility to ensure the item will fit through doorways and hallways and can be physically manoeuvred through, if items ordered do not fit and have to be returned a 30% cancellation fee will be applied.
• It is the Recipient's responsibility to ensure that the door width is a minimum of 29 Inches (73.7cm) to allow large items to pass through. 
• If the delivery person feels that the item cannot be physically manoeuvred without causing damage to the property, they will inform the recipient and leave the furniture in a safe room of the property.
• In the event of leaving the furniture in a safe room, the items will need to be checked, as no responsibility will be taken for subsequent damages.
• It is the recipients responsibility if they insist on having an item moved to their room of choice, when informed by delivery persons that it is not possible to manoeuvre item without possibly causing damage to the property and/or furniture. The company will not take responsibility for damage caused. We are only able to deliver to the ground floor and 1st floor as long as that has the first flight of stairs with an easy access.
• If the recipient requests packaging to be removed, it is at their own risk and the company will not take any responsibility for damage.
• Signing as unchecked does not alter or affect the above terms
• For health and safety reasons, our delivery teams are authorised to carry items up a maximum of one flight of stairs. If a lift is available and suitable for the ordered goods, our teams will utilise it.
• Following two instances of declined delivery dates, a storage fee of £30.00 will be applied for each additional delivery date that is refused.
• It is the customer’s responsibility to ensure that if items need to go beyond one flight of stairs, sufficient assistance is available, or where a lift is being used, to ensure the purchased items will fit.

Returns & Refunds

• If you cancel your order after delivery for reasons other than faulty goods, return shipping costs must be covered by you.

• Purchasing a new piece of furniture is a big decision, if you've changed your mind about keeping your purchase please advise us within 14 days from delivery date and keep the product in its original condition and unused. Our friendly team will help to exchange or refund your item, as long as it meets our terms and conditions explained on this page. Original condition means that you haven’t used the product and you’ve kept all original packaging and labels in good condition so that the product can be resold by us at full price.

• Simply message our friendly customer support team through our “Contact Us” form. Please have your order number ready and reason for return and we will be able to support you. We regret that if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your order confirmation.

What can't be returned?

Products as described below can only be returned if they’re faulty or not as described:

Purchases received over 14 days ago.
- Items you’ve opened or unsealed, other than where necessary to inspect
- Items or packaging in poor condition
- Items without the original packaging
- Please ensure that you are completely satisfied with your purchase before you start assembling it as if you’ve assembled or part assembled your furniture, then unfortunately this is deemed as acceptance of the products and they can therefore not be returned.

HOW YOU WILL BE REFUNDED

Returns will be collected by our partner courier within 10 working days from the date you submit your return request through our website. The item will then take up to 10 working days to be received into our returns centre where it will be inspected within 2-4 working days. 

We will send you an email confirming that the inspection has been completed and your refund or exchange will be processed. If you have requested a refund, this will be processed in the same account used to create the order within 5 working days. 

RETURNS COSTS

If the item is damaged or faulty, we will collect it for free.
If the item is not damaged or faulty, we charge a collection fee of:
 ‧ £30 - Small items, i.e. Dining chairs / Footstool
 ‧ £60 - Medium items, i.e. Panels / Accent Chairs / Lamp Tables
 ‧ £120 - Large items, i.e. Dining Tables / Coffee Tables / 2-Seater Sofas
 ‧ £180 - Extra Large items, i.e. Dining Sets / Sofas

Tracking Your Order

Once your order has been dispatched, you’ll receive an email with:

• Tracking number and courier link on eligible products
  
• Estimated delivery date
  
• Support contact for any delivery queries
  

Please ensure your contact number and address are correct, as couriers may call to confirm larger deliveries.

ISSUES WITH YOUR RETURN 
If you haven’t received your refund within 28 days of your product being collected, please contact us.

Missed or Delayed Deliveries

If your delivery is delayed, damaged, or missing, please contact us within 48 hours of the expected delivery date.

We ship your parcels with a variety of couriers. For online orders for which you have opted for home delivery, the delivery time is 2 to 5 working days*. This delivery time is an estimate. The delivery time is specified in the description of each item. Some items (or if you order a large quantity of the same item) require an additional day for delivery.

Has your order been shipped? You will then receive an email containing a tracking number. This way, you will know exactly where your package is.