Returns & Refunds

This page aims to answer some of the frequently asked questions. They are summaries only and you should read our Terms of Sale for more information.

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. The refund will include the cost of delivery (except that we reserve the right not to reimburse you for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us and any unfair handling deductions). Simply contact us to notify us that you wish to cancel the order, and depending on the goods concerned either we can arrange for it to be collected by our delivery partners or you can return the items to us. 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 (see below) or returned to us (see below).

What if the item is damaged when it arrives or you are sent the wrong item?

Our specially-trained Quality Guardians check your furniture to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this on the form and contact us.

If you only realise after the delivery that you're unhappy with the quality, or if we've sent you the wrong item, just contact us 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, tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement.

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 plus the cost of delivery (except that we reserve the right not to reimburse you for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us and any unfair handling deductions), but you will need to pay for the cost of collection by us (see below) or (for certain items only) the cost of returning the item to us. 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.

WHAT DO WE CHARGE TO COLLECT ITEMS?

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return or collection costs. If, however, you simply change your mind and wish to cancel the order after delivery, you will need to pay the return or collection costs. The return or collection costs applicable to different items is set out below. Please note that the return and collection costs for items are generally higher than the delivery costs. For more information on which of the following categories an item falls within, please either refer to the product page for the item which specifies the standard delivery cost applicable to the item, or contact us.

Item type Standard Delivery Cost Return or Collection Cost
Small items under £50 £3.95 £5.95
Small items over £50 £5.95 £9.95
Mid-sized items (e.g. coffee tables, small ottomans, rugs) £14.95 £19.95
Small furniture (e.g. armchairs, desks) £29.95 £34.95
Heavy furniture (e.g. sofas, beds) £39.95 £44.95

How long will my refund take?

For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).

Payment Method Processing the refund by MADE.com Time taken for the money to show in your account after the refund is processed
Debit card, HSBC Up to 3 working days Same day
Debit card others (e.g. NatWest) Up to 3 working days Within 3 days
Credit card Up to 3 working days Within 2-30 days. Terms vary between bank and card companies. Customer can see their refund policy on the T&Cs they have with their banks.
Paypal account Up to 3 working days Within 5-7 days
Paypal cards Up to 3 working days Typically within 5-7 days, but may take up to 30. Customer can see their refund policy on the T&Cs they have with their banks.

More on PayPal refunds

If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will effect the refund within three working days but it may take up to 30 days for Paypal to process the transfer. For payments funded partially by a card and partially by your balance/bank, the money taken from your card will go back to your card and the remainder will return to your PayPal balance.

Can I change my existing order?

Once you've placed an order, we're not usually able to make any changes. Please contact us if you'd like to ask us about this.


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