Returns & Refunds
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. You should read our terms and conditions for more information on returns, refunds and collection costs (where applicable.)
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. 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.
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 collection costs of £10 for any small item, £19.50 for any medium item and £55 for any large item. 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.
How long will my refund take?
For security reasons we can only return refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes. You should read our terms and conditions for more information on refunds.
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. This may take up to 30 days. 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.