We would obviously like everything to be perfect first time, every time, but unfortunately it doesn't always happen like that. So if something is not quite right, we'd like to put it right.
Missing, incomplete or damaged orders
If your order has arrived and it is damaged or defective, please notify us within 5 working days by email at firstname.lastname@example.org so that we can assist and help resolve as soon as possible.
If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so may arrive separately. If, however, your order doesn't arrive within 5 working days, then please email us at email@example.com and we will investigate.
Product not suitable
If the product is not suitable, the customer is responsible for the cost of the return. Please contact us within 14 days of receipt of your order by email at firstname.lastname@example.org and we will provide you with return information which is appropriate to that particular product.
All return items must be suitable for resale and in 'as new' condition. They must be in the original wrappings and unused and unassembled (if applicable). Please ensure that when unwrapping the item that the packaging is kept intact. This is also essential in preventing the item being damaged on its return. We regret that under no circumstances can we accept returns that do not have their original packaging.
Some of the larger items which can only be returned by courier due to their size may incur a charge of £20 towards the cost of the return. We arrange the collection and return for you but you can also arrange your own return if you would prefer. This applies to items up to 1 metre in length. If items are over 1 metre long, some couriers will not accept them, but do contact us and we can obtain a quote for a return.
We understand that the during the Christmas period you may need to return items that are not suitable. We extend our returns policy from 1 December until the 31 January the following year for peace of mind that you can buy with confidence and if the gift is not suitable, just contact us.
We will credit your original payment method within 5 working days of receiving your returned products. Please ensure that you obtain proof of postage and retain it until you have received your refund.
Please note that large items may need to be collected by one of our couriers and the cost for this will be deducted from your refund - simply call or email email@example.com and we will be able to advise you.
Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 28 working days of receipt. This includes any delivery charge, but excludes any products which may have been personalised for you or any made to order products such as furniture or made to measure items.
Where a product has been specially ordered for you, unless faulty, we are unable to refund or offer an exchange. We're also unable to accept cancellation for these orders, unless within 24 hours of the order being placed.
Please be advised that manufacturers will deliver the furniture directly to the Customer. Any damaged items or returns must be notified by email within 5 days of the goods being delivered. Any goods that have been made to order are not returnable, unless damaged.
Unless damaged on arrival, all goods must be returned in a saleable condition.
All furniture returns must be returned in the original packaging in the condition they were provided. Please therefore unwrap carefully to protect the packaging and do not discard any packaging until you are satisfied that the product will not need to be returned.
Larger items may require a two-man collection which starts at £40 and can take 7-10 days. Please contact us at firstname.lastname@example.org to obtain a quote. If you would like to know this information before placing an order, please do not hesitate to contact us.
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) as well as the proposed location before you order large pieces of furniture so that the order is right and we can deliver successfully.