In the event that you are not delighted with your purchase then we have a comprehensive returns policy designed to make returning your item as simple as possible. In the first instance we ask that you contact us direct, whether that be by email, phone or live chat to let us know that you would like to make a return.
Someone is always on hand during normal office hours:
Monday to Friday 08:30-17:30
Phone: 01778 562804
Or select the Live Chat option at the bottom of each page.
We understand that sometimes you may need to return an item because you’ve simply changed your mind and that’s no problem at all. Just get in touch and we’ll be happy to talk you through the returns process and and then refund the purchase once the item arrives back in our warehouse*. All that we ask is that you contact us within 14 days of receiving the item and that it is returned to us complete and unused in the original packaging and in saleable condition. This standard returns policy does not apply to bespoke, customised and made-to-order or made-to-measure items where items returned in fully saleable unused condition will only be refunded up to a maximum of 50% of the order value less 100% of the delivery and collection costs. This is due to the individual nature of such items and reflects the fact that we will not be able to sell a returned custom made item for the original purchase price.
How do I return my purchase?
All returned items need to arrive back in our warehouse in order for us to process your refund. As such we need to know that an item is being returned so that our staff are available to accept it. Please only return items to us once you have made contact with us to arrange this. You can contact us via email: firstname.lastname@example.org or phone: 01778 562 804 Monday to Friday 08:30-17:30. Our helpful customer service team will then provide a RAN (returns authorisation number) which you will need to write on the original delivery note and include when returning your item. Once the item has been received back into our warehouse our staff process your return within 10 working days. Refunds will be made via the original payment method used to make the purchase. Refunds will be made less the delivery and (if applicable) the return carriage charge. This will vary from item to item based on location and size. For an accurate price please get in touch and one of our customer service advisers will be happy to work this out for you.
Please ensure that all goods arrive back to us in unused and saleable condition. Signs of use and damage to packaging (unless noted at the point of delivery) will be taken into account when processing your refund as they will affect our ability to resell the item. If using your own choice of delivery agent when returning an item please note that we cannot accept responsibility for damage or loss during transit. Please take all reasonable care to securely package items to be returned and to retain proof of posting. For comprehensive information in regards to our returns policy please see our TERMS & CONDITIONS.
Returning Large Items
In the event that you wish to return a piece of furniture please contact us to let us know and depending on the item and it’s location we can arrange for one of our delivery partners to collect the furniture on your behalf. We will refund you the cost of the item however this may be less the cost of delivery and recollection depending on the circumstances. As we will have to charge you to have any items collected for return would would advise that you arrange your own method of return.
Can You Arrange The Collection?
Yes, we can in the majority of cases arrange for one of our delivery partners to collect any items to be returned. This will typically cost £50 however may be more for very large, multiple items, or those in outlying areas so please contact us first to establish the returns cost. This charge will be deducted from any refund issued.
Damaged and Defective Items
Should one of our products arrive damaged or turn out to be defective please contact us within 48 hours of receiving the item to inform us and we will advise of the return process and what we can do to rectify the situation. In the event of an item arriving damaged please inform the delivery driver immediately and write ‘delivered damaged’ next to your signature. You can then choose to reject the delivery or to contact us to arrange for a later collection. If an item is found to be damaged it is likely that we will request photographs to be sent to us, unless the delivery has been rejected at which point we will need to wait for the item to arrive back to our warehouse before processing a refund. Please note that we are unable to accept returns for items that have been part or fully assembled. In purchasing this type of item you are agreeing to check the item in terms of correct number and type of parts along with condition of said parts prior to assembly. We cannot accept returns of part or fully assembled items unless they are shown to have a manufacturing fault.
Some items are exempt from the standard returns policy these include mattresses, made-to-measure, made-to-order and bespoke items. For hygiene reasons we are unable to accept mattress returns where the item in question has been removed from it’s original packaging. Please ensure that you order the correct item at the point of checkout and if there are any issues regarding size, specification upon delivery do not unwrap the mattress. Additionally our standard returns policy does not apply to bespoke, customised and made-to-order or made-to-measure items. Items from these groups if returned in fully saleable unused condition will only be refunded up to a maximum of 50% of the order value less 100% of the delivery and collection costs. This is due to the individual nature of such items and reflects the fact that we will not be able to sell a returned custom made item for the original purchase price. However if any of these items present with a manufacturing defect then we will proceed with a refund as per our standard policy. Your statutory rights are not affected.