Our order defect rate is extremely low as we quality check before items are dispatched, but in the event that the worst happens please don’t panic, we’ll sort it. Our returns policy is broken down into two sections which you can see below.
So you’ve waited patiently for a few days, stayed in for a couple of hours, finally get your hands on your new furniture and…. Oh no! This is extremely rare, but we appreciate how frustrating it is when it happens. Because of this we will collect the item for FREE and endeavour to either supply you with a product you’re entirely happy with in 5-10 working days (may extend to 12 in busy periods), or collect the item and refund you in full. Just give us a call within 30 days of delivery, send us a picture, explain the situation and we’ll advise the next steps. Easy as that.
In the event that you are returning an item because it is damaged and you are having a replacement sent to you, any delivery upgrades purchased on the initial order will be mirrored on the collection/replacement. If you purchased delivery upgrades and are returning your damaged item for a refund, the full order value, inclusive of delivery fees, will be refunded to you.
Should you decide you don’t really like the item after all, don’t need it anymore, wish you’d never ordered it, or just simply measured up wrong, that’s absolutely fine. We will give you your money back if you let us know within 14 days of delivery. You must return the item to us in the condition you received it and in its original packaging. You can either arrange this yourself or we will collect it for you free of charge in 5-10 working days (may extend to 12 in busy periods). Once we receive the item you will be refunded within 5 working days.
In the event that you are returning an item purely because it’s unwanted, and you paid for upgrades on your initial delivery such as the Room of Choice or White Glove services, only the price of the item/s will be refunded to you. Delivery upgrade fees are non-refundable in these instances.
Each delivery / collection made to a property has a monetary value of approximately £40. Despite this, as per the above returns policy, we will collect items free of charge within 14 days for any reason, or within 30 days if the item is damaged.
We realise that sometimes plans change and things pop up that can’t be avoided. If you let us know by 3pm the day before collection that you will be unable to facilitate the agreed collection, we will simply reschedule this for a later date as we have not incurred any fees. If however we are notified after this time that the collection won’t be able to take place, or the collection fails on the day, a fee of £40 will be payable to us, for us to schedule another collection.