Receipt of Order Confirmation
You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact or call us on 020 7736  5171 so that we may investigate and confirm that your order has been placed successfully.

We accept Visa, Mastercard and Delta. Full payment on all orders is required prior to delivery

Prices include VAT at the new rate of 20% and exclude delivery charges unless otherwise stated. We reserve the right to alter prices at any time. It may be necessary to change prices either up or down, from time to time, including any alterations to the rate of VAT.

Promotions and Discounts
Discount codes cannot be used in conjunction with any of our online or in store promotions, unless clearly stated otherwise.

Product Information
We do our very best to ensure that all items you see are as close as possible to the photographs shown, but, since they are not mass-produced, and many of them are either handmade from natural materials or hand-finished, slight variations in colour and size may occur from time to time. We hope that you understand this and appreciate the skill and craftsmanship required to make such high quality products. All products shown are subject to availability and/or lead time.

Lead Time 
Estimated production time will be advised when placing your order and will commence once all details are confirmed, drawings approved (where applicable) and funds received. Time is not the essence of the contract and we aim to deliver within a reasonable time which should not exceed twice the estimated lead time advised at time of purchase

Our Upholstery is handmade. No more than five centimetres tolerance from the measurement given is acceptable for handmade upholstery. Seat cushions and back cushions are made out of foam, fibres and or feathers & down and needs to be plumped regularly. Material such as fabric and leather are subject to normal wear and tear. Fabric and leather care instructions from our suppliers can be forwarded to you at your request. A five year cover plan can also been arranged, please talk your Sales & Design Consultant for further information.

Our Case Goods
With time some additional changes in colour and grain may occur, splits may change or grow; every single piece of solid wood may expand or shrink due to the local climate. Any movement, cracks, splits, changes in grain patterns, colours and size are natural features of solid wood.
Lombok cannot be responsible for failing to deliver the goods in designated areas should our products not fit or go through by normal means. Access checks can be arranged. Please speak to your Sales & Design Consultant at time of the sale.

Your delivery will be booked within seven to ten days should items be in stock. You will receive a text notification of a two hour time slot the day before delivery.
The delivery team endeavour to arrive within the stated times, although we have no control over traffic hold-ups or unexpected events. In the event of any delays, the delivery team will contact you.

You may be liable to an additional charge should you incur a failed delivery. To comply with health and safety regulations, our drivers or contracted drivers cannot remove, reposition or dispose of other items of furniture for you. They cannot attach anything to the walls or remove any skirting boards. They can only deliver through main doorways and entrances and not through windows or rooftops. They also cannot remove their shoes but do carry overshoes if required.

7 Day Delivery Service

Amending an order:
Due to the nature and speed of the 7 day delivery service, all 7 day delivery made to order sofas are non-amendable. As soon as the order has been processed work begins on the sofa, which means amendments is not something we can offer on this product range.

If you need to cancel your order, please call the customer service team on 020 7736 5171 (option 2). We charge £49 for a cancellation.

Orders placed after 2pm won’t be processed until the following day. 

Delivery slots:
The 7 day delivery promise is only available to those living within London and the South East of England. If you are placed outside of this area, your order will be delivered within 14 days. 

The 7 day delivery service offers 1 delivery slot within the 7 day window - you must be available during this time to ensure the 7 day delivery promise is met.

Acceptance of the goods
All items must be signed for at the point of delivery. In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged. The mention of “Unchecked” will not be accepted. In the unlikely event of a product not meeting your expectations, Lombok reserves the right to make alterations and repair to the highest standards. 

If you choose to collect item(s) from our showroom, you or your courier are responsible for the product once the collection note has been signed. Lombok is not responsible for damage or product problems due to assembly.
Order Cancellation
Made to Order items are made to your specifications and therefore cannot be cancelled. We will make sure you are satisfied  with all aspects of the design before going into production and this includes material samples, drawings (where applicable), seat cushion comfort.
Full payment on all orders is required prior to delivery

If your order has already been dispatched please follow our returns information.

Klarna payment
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
  • Pay in 3 Instalments
  • Slice It
  • Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement
Lombok cannot accept any liability for a failure to comply with instructions specifically stated on the Website or in the catalogue. When you place an order to purchase a product from Lombok your order represents an offer to us to purchase a product which is accepted by us by way of a dispatch note included when you receive your order. Any products on the same order which we have not confirmed as accepted in such dispatch note do not form part of the contract.

Lombok endeavours to check the accuracy of the information on this site. However, Lombok does not warrant that such information will be error free and the user acknowledges that information, products and services published on this web site may include inaccuracies and typological errors. If the goods do not on receipt by you substantially meet the description on this web site you are entitled to reject the goods and return them to us.

Online Dispute Resolution
If you believe you have a small claim against us (under £25,000) please print out and fill in the Online Dispute Resolution form listing the detail and post it to Lombok Legal Department, Whitehead Trading Park, 4 Coomber Way, Croydon, CR0 4TQ. We will then complete our part of the form and send it to an independent 3rd party to read and make a decision.

To read the full Terms and Conditions please download the PDF here.