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Help & Advice
We pride ourselves on excellent customer service and aim to offer an unrivalled shopping experience for everyone. We understand that occasionally we all make purchases that we aren’t 100% happy with, which is why we like to make life as easy as possible and offer a full refund when you return any unused items, in a resalable condition and in their original packaging within 30 days.
Speedy returns: We endeavour to process your return within 72 hours of receipt and you will receive an email confirmation of the refund. Depending on your bank/card issuer please be aware it can take between 3-5 days for the money to appear in your bank account and for PayPal refunds within 1 to 3 working days.
We will refund the original delivery charge if a complete order is returned within the first 14 days after the invoice date. If the order is returned to us after 14 days from the original invoice date then unfortunately we will not be able to refund the original delivery charge. For our full terms and conditions please click here.
This policy does not apply to the following products:
If you wish to cancel an order before it has been shipped, please contact our customer services team and have your order number to hand. We are unable to amend an order once it has been placed.
This does not affect your statutory rights.
If your order has already been shipped, please see our unwanted items section below.
For furniture products that are made to order, unfortunately you will only be able to cancel your order up to 24 hours after placing it.
If the goods arrive with any damage then you must contact our customer services team within 48 hours and they will arrange a replacement, replacement parts or refund in accordance with your statutory rights. After that time we will be unable to offer a refund or replacement. If the product does not fit into your home, it will be classed as a cancelled order and costs will apply.
If the product subsequently develops a fault within the warranty time frame, please contact our customer services team who will liaise with the third party supplier to resolve the issue. If the problem/fault is down to manufacturing, the parts will be replaced. If the problem/fault is found to be due to improper use of the product, a charge will apply.
If your item has arrived damaged or in poor condition please take images of the damage and send these to our customer service team by email or contact us through our live chat service within 48 hours.
If your item was shipped from our warehouse we will collect the item on a weekday of your choice and arrange for a replacement (stock permitting) or refund once the item has been returned to us.
If your order has been shipped to you by one of our third party suppliers, damaged returns will need to be reported within 48 hours of delivery. This will be clearly stated on the delivery note or enclosed information.
We offer a 12 month warranty on our products. Some manufacturers have extended warranties. Please check with the manufacturer of the item for this information.
Returns can be made in a number of ways:
Personalised Products - If you make a mistake with your personalised order please contact us as soon as possible after placing the order and we’ll try our very best to amend it. However, on occasions we aren’t able to make any changes, particularly if the item you’ve ordered has already gone into production.
Your refund will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully resalable condition - undamaged and in their original packaging and with the labels intact. This does not affect your statutory rights.
If your order hasn't arrived or arrives incomplete, please contact us to report any issues within 48 hours with your order number to help us find your order more quickly.
If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately.
The safety of our customers is paramount. In the extremely rare event that we may recall a product, we will send you an email to arrange a collection and refund.