If you're not happy, we're not happy, so let's make the best of it and have happy returns. . .
We're confident you'll fall in love with our furniture and home accessories but if — for any reason — you need to return your order, here's what you need to know
CORONAVIRUS UPDATE: To help our customers, we are extending the time period for exchanges and returns to 60 days as from 7 April 2020.
If you're not 100% happy with your order once you receive it, you can send it back and we will give you a full refund as long as the item is returned in the same condition in which it arrived.
If a delivery team has to come back to pick up your items, we have to apply a charge to cover collection and re-stocking costs.
If you've had the item for fewer than 14 days, and change your mind – this is absolutely fine, just notify us within this time-frame and we will arrange for the item(s) to be collected.
Please keep the item unused and, if possible, in its original packaging for collection by our drivers.
Our delivery team will contact you to arrange for the collection to be made, usually within 7 days.
As soon as we receive the item of furniture back into our warehouse and it has been fully inspected we will process your refund within 14 days.
Collection and re-stocking charges
Heavy items requiring a 2 man team – £90.00
(This includes dining tables, dining chairs, dining sets, sofas, headboards, chests of drawers and armchairs)
Medium weight items requiring 1 man – £60.00
(This includes ottomans, coffee tables, footstools, side tables, bedside tables and console tables)
All delivery and collection charges are non-refundable as our delivery firm will charge us to deliver your item and to collect it again.
Home accessories returns
For all home accessories we ask that you return the item to us within 14 days, in the same condition that it was delivered and in its original packaging for a full refund or replacement.
Damaged or faulty items
All our furniture is quality checked, so faulty items are very rare, but if you think your item may be damaged or faulty in some way, let the delivery driver know immediately, then inform us in writing within 24 hours.
Please send us detailed photos of your concern, so we can investigate this straight away and we will make every effort to replace the item or issue a refund.
Please note that we cannot accept any responsibility for faults reported after the Proof of Delivery note has been signed.
We understand that on the rare occasion an order may need to be cancelled due to unforeseen circumstances. We are happy to cancel orders up until the date that your order is ready for delivery and will issue a full refund within 10 days.
If you do need to cancel an order please contact us as soon as possible or at least 48 hours prior to your agreed delivery date to avoid a cancellation fee of £60.
We are happy to arrange for exchanges if the replacement item(s) are in stock, however we require a new order to be placed and paid for before booking in delivery and collection.
In this case, you would not have to pay a returns charge but our normal delivery charge (£30-£60) would apply.
We will then refund you for your unwanted furniture within 14 days of the item(s) being checked back into our warehouse.
If you want to exchange and the items you prefer are out of stock, we would need to collect your unwanted goods (returns fee would apply) and charge a redelivery fee when you place your order for the new items, which will be delivered as soon as they come back into stock.
Call us on 01403 752245 or email: firstname.lastname@example.org
We'd also love to hear from you if you would like to give us any feedback to help us improve your future online shopping experience.