Returns & Refunds

    Returns & Refunds

    Hello. Need answers about our returns and refunds policy? You're in the right place.

    Due to the changing COVID-19 situation, find our most up-to-date delivery and returns information here.

    Can I change my order?

    Once you've placed an order, you can't change it, but you can amend your contact and delivery details – just go to the My Orders page.

    Can I cancel my order?

    Yes, as long as the item's not been dispatched. Just contact us and we'll cancel it and give you a full refund. It's as easy as that. Cancellations made after we've sent your item(s) will need to be made at the time of delivery – just refuse the delivery, or contact us within 14 days. Once you've notified us, we'll let you know how to return it, or arrange for a collection. Once it gets back to us, you'll receive a full refund (including your initial delivery charge, but minus any return or collection costs).

    Custom MADE Cancellations

    With our Custom MADE products, your 14 days to cancel starts from the date you place your order. Each Custom MADE piece is bespoke, so if you cancel after 14 days, you'll still be charged the full price. This doesn't affect your statutory legal rights.

    What if I don't like what I ordered?

    Don't feel like it's MADE for you? Just contact us within 14 days of receiving your order, and we'll let you know how to return it, or arrange for a collection. Once it gets back to us, we'll refund you (including your initial delivery charge, but minus any return or collection costs).

    What if the item's damaged when it arrives, or I was sent the wrong item?

    It's important that you inspect your order on delivery, because we'll ask you to sign a form confirming that it's in good condition. If you're not happy, let our delivery partner know, or note this on the form and contact us.

    Our quality team checks your furniture to make sure it's up to the very best standards before we send it to you. But if we've missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item, or arrange for a collection. We'll either give you a full refund, arrange for a repair, or order you a replacement.

    So that we can collect it, the product needs to be disassembled and repackaged.  

    How much do returns cost?

    If you need to return an item because it's faulty, or because of something we've done wrong, we won't charge you for the return/collection. But if you're returning an item because you've changed your mind, you'll need to pay the cost noted below.

    If you return your whole order, we'll give you a full refund, including what you paid for delivery, minus the returns or collection fee.

    If you only return some of your order, we'll refund for those items and their delivery, minus the returns or collection fee.

    < £50

    £50 - £149.99

    £150 - £249.99

    £250 - £399.99

    > £399.99

    Return / collection cost

    £5

    £10

    £20

    £29

    £44

    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.

    Debit card, HSBC

    Debit card others (e.g. NatWest)

    Credit card

    PayPal account

    PayPal cards

    When will my refund be processed?

    Up to 3 working days

    Up to 3 working days

    Up to 3 working days

    Up to 3 working days

    Up to 3 working days

    When will it reach my account?

    Same day

    Within 3 days

    Within 2-30 days*

    Within 5-7 days

    Typically within 5-7 days**

    * Terms vary between bank and card companies. Customers can see their refund policy on the T&Cs they have with their banks.

    ** Typically within 5-7 days, but it may take up to 30. Customers can see their refund policy on the T&Cs they have with their banks.

    Need more answers?

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