At Silverline Furniture Shop, we are committed to providing premium office furniture, commercial cleaning equipment, and educational furniture solutions to our valued commercial clients, educational institutions, and facility managers worldwide. Below you’ll find detailed information about our shipping and returns processes.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays). You will receive an email confirmation once your order has been dispatched.

Shipping Methods & Delivery Times

We offer two shipping options to meet your business needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Shipping fee: £12.95
  • Free Shipping:
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Available for orders over £50

Note: Delivery times are estimates and may vary depending on destination. Some remote areas in Asia and other regions may not be serviceable.

International Shipping

We ship globally (excluding some Asian and remote regions). International customers are responsible for any customs duties, taxes, or import fees that may apply.

Returns & Exchanges Policy

We stand behind the quality of our commercial products and want you to be completely satisfied with your purchase. Please review our return policy below.

Return Eligibility

We offer a 15-day return policy from the date of delivery for most items, including:

  • Office chairs (Ergonomic, Bariatric, Anti-Static ESD)
  • Commercial vacuum cleaners (110V, Backpack, Cyclonic)
  • Educational furniture (Arts & Activity Tables, Bench Desks)
  • Storage solutions (Archway Lockers, Arts & Crafts Storage)

Non-Returnable Items

For health and safety reasons, the following products cannot be returned unless faulty:

  • Baby Changing Stations (hygiene considerations)
  • Audio Visual Furniture with custom configurations
  • Special order items marked as “Made to Order”
  • Products where original packaging has been discarded

Return Conditions

To be eligible for return or exchange:

  • Items must be unused, in original condition, and with all tags attached
  • Original packaging must be intact (except for bulky furniture items)
  • A proof of purchase must be provided
  • For commercial cleaning equipment, all accessories and manuals must be included

Return Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear Silverline Furniture Shop Returns Team,

I would like to request a return/exchange for the following item(s):

Order Number: [Insert]
Product Name(s): [Insert]
Reason for Return: [Select: Wrong Item/Damaged/Unsatisfactory/Other]
Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise on the return procedure for my commercial purchase.

Best regards,
[Your Full Name]
[Your Company Name (if applicable)]
[Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, our team will:

  • Verify your eligibility for return
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return instructions specific to your product type

Step 3: Package & Ship Your Return

For commercial cleaning equipment and office furniture:

  • Repackage items securely in original packaging
  • Include all components and documentation
  • Affix the RMA number clearly on the exterior
  • Ship to our warehouse at:
    63 Eastgate, Inverness, GB IV5D 7YJ

Return Shipping Costs

  • Standard Returns: Customer responsible for return shipping costs unless the return is due to our error.
  • Large/Bulky Items: We may arrange collection for a fee (quoted upon request).
  • International Returns: Additional customs documentation may be required.

Refund Process

Upon receipt and inspection of your returned items:

  • Processing Time: 3-5 business days after receipt at our warehouse
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timeline:
    • Credit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing
  • Deductions: Original shipping costs are non-refundable (except for faulty items)

Exchange Process

For exchanges of office furniture or commercial equipment:

  • Follow the standard return process above
  • Clearly state your desired replacement item in your return request
  • We will process the exchange once the original item is received
  • Any price differences will be charged/refunded accordingly

Damaged or Faulty Items

If you receive damaged commercial equipment or defective office furniture:

  • Notify us within 48 hours of delivery with photos of the damage
  • We will arrange a replacement or repair at no additional cost
  • For large items, we may send a technician for assessment

Note: This does not affect your statutory rights under the UK Consumer Rights Act 2015.

Contact Our Returns Team

For commercial clients with bulk returns or institutional purchasers:

We appreciate your business and strive to make the returns process as efficient as possible for our professional clients worldwide.