Delivery & fulfilment

Standard delivery for smaller items

Lighting, accessories and most compact pieces travel with a mainstream courier.

Once dispatched, smaller items normally travel on a next-working-day service. Dispatch timing depends on warehouse volume. After dispatch, the courier contacts you using the email and phone number from your order.

• Eligible smaller parcels may be free on mainland UK when your order qualifies at checkout
• Otherwise cost is based on weight and size, shown at checkout
• Courier tracking updates and a delivery window are sent by text or email after dispatch
• Mainland UK is the default service area

Two-person delivery for larger or fragile pieces

Heavy furniture, large mirrors and similar items need specialist handling.

After dispatch, the delivery company phones you to book a slot. This service does not provide a live tracking number or tracking link. The booking call is how the delivery date is arranged. The service includes delivery to a room of your choice and removal of packaging. Route planning means this can take up to about two weeks from dispatch.

• Someone needs to take the booking call and be available for the slot
• Check access in advance (stairs, parking, narrow hallways)
• Keep your phone available after we confirm dispatch

If there is visible transit damage when the crew arrive, refuse the delivery, ask them to take it back, and contact us with photographs.

Fulfilment partners and how they contact you

Online orders leave through our trusted delivery and logistics partners acting on Crestwood’s behalf.

Once your order is being prepared or dispatched, those partners (or the courier they use) may contact you by phone, text or email using the details you gave at checkout. That contact is for shipping only-for example tracking updates, delivery windows, or booking a two-person slot. The message or caller ID may show the partner’s or courier’s name rather than Crestwood. Different items in the same order may leave different locations and arrive on different days. Your purchase remains with Crestwood; if anything is unclear, contact us with your order reference and we will help.

• Partners contact you only to arrange or update delivery for your Crestwood order
• Caller ID, texts or emails may not show Crestwood as the sender
• Mixed orders can arrive in more than one delivery
• Questions about your order should still come to Crestwood

If you receive a delivery call or message you were not expecting, check it against your order confirmation. You can always contact us to confirm it relates to your Crestwood order.

Tracking and delivery updates

What you receive depends on whether the order travels as a standard parcel or a two-person delivery.

Use Track your order with the email and CW reference from your confirmation. That page shows Crestwood’s progress (received, confirmed, processed, dispatched) and any tracking numbers we have. For standard parcels, live courier checkpoints (out for delivery, delivery window, and similar) still come from the courier by text, email, or their tracking page. For two-person furniture deliveries there is no live tracking number; the carrier phones you to agree a delivery slot instead.

• Look up any order at Track your order (no account needed)
• Standard parcels: courier tracking updates by text/email after dispatch, plus a Track with [carrier] button on our page
• Two-person deliveries: no live tracking link; booking call only

If you have not received expected courier updates for a small parcel after we have confirmed dispatch, contact us with your order reference and we will follow it up.

Track your order

Costs and remote areas

Delivery charges appear at checkout and reflect how each part of your order is fulfilled. Smaller parcels may be free when the order qualifies. Furniture and other specialist deliveries are priced separately (one-person and two-person services). Offshore and remote destinations-for example Northern Ireland, Isle of Man, Isle of Wight, and parts of the Scottish Highlands and Islands-may attract a surcharge. Two-person delivery is not available to every remote postcode. If we cannot fulfil your address, we will contact you with options before dispatch.

When your order arrives

Please check the goods on delivery and retain the packaging for a short period.

For two-person deliveries, inspect the item while the crew is still present. If there is clear transit damage, refuse the delivery, ask them to take it back, then contact us with photographs. For any damage, fault or incorrect item, please tell us as soon as possible and ideally within 48 hours of delivery; if you report later, we will still consider your claim. This does not affect your statutory rights under the Consumer Rights Act 2015.

Retaining packaging for a few days helps if a replacement or collection is needed. Full returns and refund detail is on our Returns & refunds page.