Return Policy
On our website we hope you will find the answers to all your questions. We know that online shopping takes a lot of consideration and you may need reassurance when deciding whether to purchase something without having seen it. Therefore we have prepared some information that may dispel any doubts and help you make an informed decision. We aim to make our terms of sale clear, but if you have any more questions, we would be happy to help further – see our contact page for ways to get in touch.
Do you have a problem with your new furniture?
We want you to be happy with your new furniture. Should you have a problem, please click on this link and complete the form (Click here)
Please include the required photos and give as much detail as possible to help us resolve the issue. Thank you.
I would like to return my order - within 14 days of receiving my furniture
We hope this will not be necessary.
You have the right to cancel this contract within 14 days. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
If you do want to return your goods, just email us within 14 days of receiving your delivery. If the goods have arrived damaged or are faulty, please see the relevant section below. If you have simply changed your mind and the goods are in perfect condition, just email us at [email protected], remembering to quote your order number and we will arrange for the collection. Please see table below for details of the returns charges.
Important information: Please return the goods to us in their original condition and packaging with all accessories and packaging components. Your furniture cannot be used and cannot be assembled. If the furniture is not returned to us in a saleable condition, this will affect your refund.
I would like to return my order - over 14 days of receiving my furniture
If you simply change your mind after the term of 14 days from delivery has elapsed, you are no longer entitled to return the goods. The only exception to this is if the product is defective or faulty. In this case, please contact us and fill out the claims form and add photographs of the product defects. Our team will be able to advise you on further action.
What if a piece of furniture arrives damaged or I receive goods different from those ordered?
We do everything we can to ensure that your furniture reaches you in perfect condition. Despite that, very occasionally products may reach customers with visible defects and damage. It is important to inspect the goods immediately after they are delivered to your home. It is best to do this in the presence of the delivery team so that any possible damage can be recorded. What should you do in such a situation? Simply contact us via email at [email protected]. Our team will not leave you alone with the issue and will do everything to find a solution as soon as possible. You will need to fill in our online claims form, including photo/s of the damage/s and your order number. Any damages ideally need to be reported at time of delivery and if that isn’t possible, then within 24 hours of you receiving your order.
Important information: If the goods need to be returned to us, they must be in their original condition and packaging with all accessories and packaging components. A sofa cannot be used and cannot be returned assembled.
What if my furniture doesn’t fit in my home/room?
We ask that you check all packed measurements of the furniture before you order, as it is your responsibility to check that it will fit into your home and your room, paying particular attention to doorways/passageways/stairways and around any corners. If the delivery team are unable to deliver it safely, they will take it back, but you will incur the returns charges as specified in the cancellation and returns charges table. All dimensions are shown in the item description on the website, but if you need further clarification, please contact us.
Can I cancel an order?
Of course, you can. However due to all our upholstered furniture being made to order, this may incur cancellation or return charges. These are detailed in the table below:
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Return/cancellation charge amount |
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Before you receive your furniture |
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48 hours cooling off period (from when you place your order) |
At any point within 48 hours after placing your order you may cancel, simply by emailing us. We will then confirm back by email and you will receive a full refund. |
No charges. You will receive a full refund of your order including delivery charges. |
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Over 48 hours from when you placed your order |
After 48 hours have elapsed after you have placed your order, you can still cancel but you will incur a cancellation charge |
You will receive a refund of your order including delivery charges, but minus the late cancellation charge (up to £99 per item – see charge breakdown table for more details). |
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After you receive your furniture |
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Doesn’t fit in your house |
We provide all packed dimensions for you to check your new furniture can fit both inside your property and into your room, before you order, so this shouldn’t be a problem. It is your responsibility to ensure our team can deliver it safely. |
You will receive a refund of your order including delivery charges, but minus the returns charge (up to £149 per item – see charge breakdown table for more details). |
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Damaged |
Where possible you should make the delivery team aware of this at point of delivery |
Please fill in our online claim form and our dedicated claims department will resolve this for you. |
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Faulty |
Your furniture has a 12 month warranty, so at any point you notice a fault this must be reported to us. |
Please fill in our online claim form and our dedicated claims department will resolve this for you. |
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Change of mind (up to 14 days after your furniture is delivered) |
If you simply don’t like it or it doesn’t suit your interior. Please note, this must be returned in perfect condition and in the original packaging. |
You will receive a refund of your order including delivery charges, but minus the returns charge (up to £149 per item – see charge breakdown table for more details). |
Please note all cancellations can only be processed once we have received a notification by email to [email protected].
Return / cancellation charges
If the product is returned due to a fault at our end, e.g. a defective product or one not in accordance with your order, then you will not be charged additionally for returning the goods. You have a 48 hours cooling off period after you place your order, where if want to cancel you may do so without incurring any additional charges. However, if you wish to simply cancel your order after this time you will incur either a cancellation or returns charge, calculated per item – see tables below:
|
Product price |
Cancellation charge |
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£0-£199.99 |
£35 |
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£200-£399.99 |
£75 |
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£400 or more |
£99 |
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Product price |
Return charge |
|
£0-£199.99 |
£49 |
|
£200-£399.99 |
£99 |
|
£400 or more |
£149 |
Why do I have to pay a cancellation/return charge?
All our upholstered furniture is made to your specific order, in our own factory in Europe - we don’t hold any stock. Therefore we ask you to think very carefully before ordering to make sure your choice is right for you and the space in your home. Once we have made it especially for you we can’t sell it to anyone else. This is why we have a structured refund and return policy to reflect this. Please refer to our cancellation/return charge tables for further details.
Within what time frame will I receive my refund?
Depending on the payment method you have used, your money for the returned product will be refunded to you in the same way. If you have used a credit card, we will transfer the money to your credit card. If you have used the PayPal payment method, the funds will be returned to your PayPal account. Once we have processed this we will email you a confirmation.The refund should appear in your account within around 5-7 working days.
Do I have the option to change my order once it has already been placed?
Unfortunately, there is no such option. This is because all our furniture is made to order, so as soon as you place your order, this goes straight into our production system and cannot be changed. For orders placed within 48 hours of you changing your mind, this can be cancelled without any additional charges and then you can re-order your new choice. After placing an order, we can only change your contact information and delivery address. In case of any questions, please contact us.
Can I return my mattress?
For hygiene reasons a mattress can only be returned if it’s still in its original sealed packaging. Once the packaging has been opened you will no longer be able to return it. This does not affect your statutory rights.