WHAT IF I DON'T LIKE THE PRODUCT I ORDERED WHEN IT ARRIVES?
We're sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund. Simply contact us with a brief explanation, and we'll arrange for it to be collected by our delivery partners. We will refund you the cost of the item(s), but you will need to pay for the cost of the item to be collected.
WHAT IF THE ITEM IS DAMAGED WHEN IT ARRIVES OR YOU ARE SENT THE WRONG ITEM?
Our specially-trained order processing team check your order to make sure it's up to our standards before we dispatch it to you, so damage is rare. But if you're unhappy with the quality, or if we've sent you the wrong item, just contact us within 24 hours of delivery or as soon as possible*, ideally sending us a couple of photos of the damage or other issues with the product.
Our team will assess your complaint and, assuming your complaints are valid, arrange to collect the item from you and either give you a full refund, arrange for a repair, or order you a replacement. It's very important that you inspect your product upon delivery, as we'll ask you to sign a form confirming that it was received in a good condition. If you're not happy with the goods when you inspect them, note this on the form and contact us.
As much as we would love to get it right first time every time, we accept that things can go wrong from time to time. When this happens, we would always encourage you to contact our dedicated customer services team above, who really would like an opportunity to put things right for you as quickly as possible.
CAN I CANCEL AN ORDER IF I CHANGE MY MIND?
If you have a change of heart, you can cancel at any time before your item is dispatched in the UK. Simply contact us and we'll cancel your order and give you a full refund. Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us.
We will refund you the cost of the item, but you will need to pay for the return postage costs. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after.
BESPOKE AND SPECIAL ORDER ITEMS
Please note that bespoke furniture and special ordered items can only be returned or exchanged if faulty in which case we will refund the return delivery costs as appropriate. All bespoke and special order items will be clearly indicated on the product detail page.
HOW LONG WILL MY REFUND TAKE?
Refunds are processed after the returned goods have been checked and will be take no longer than 14 days. For security reasons we can only return refunds to the original payment method you used to place your order.
CAN I CHANGE MY EXISTING ORDER?
Once you've placed an order, we're not usually able to make any changes however please contact us if you'd like to ask us about this.
* Any damages not reported to us within 14 days of delivery will not be included in our Returns and Refund Policy and will be resolved on an individual basis.
