HELP & INFORMATION
Returns & cancellation
Tell us as soon as something is not right. The process for changing your mind is different from the remedies available when furniture is faulty or not as described.
Before an order is accepted
You can withdraw an unaccepted request by emailing [email protected] with your request number. No payment is taken by this website. If an order has already been accepted, the cancellation and returns rules below apply; an acknowledgement number alone is not acceptance.
Changing your mind
For standard goods bought at a distance, tell us clearly that you wish to cancel within 14 days after the day you receive them. Email is sufficient; you do not need a special form or a reason. Include your name, order number, items and delivery date. Return the goods within 14 days of telling us, unless we agree collection arrangements. We do not describe standard listed configurations as bespoke merely because you selected one.
Bulky return transport
For a change-of-mind return, you bear the direct return transport cost. Because furniture cannot normally be returned by post, our planning estimate is £80–£180 per item within mainland Great Britain, depending on size, access and distance. We confirm a specific collection quote before you agree it; you may arrange suitable transport yourself. This estimate is not a deduction automatically taken at checkout. Fault-related reasonable return costs are our responsibility where the law requires.
Condition and safe handling
You may examine furniture as you reasonably could in a shop. Take care when assembling, lifting or testing mechanisms, and keep all supplied parts. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish nature, characteristics and function. Missing original packaging does not automatically remove cancellation rights, but goods must be protected for safe transit.
Refund timing
For a valid cancellation, we refund the item price and the cost of the least expensive standard outbound delivery offered, as applicable. A refund is made within 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier, subject to the applicable rules for a collection we arrange. Any agreed lawful deduction is explained. Refunds use the original payment method unless you agree otherwise and do not attract an extra refund fee.
Faults, damage or incorrect furniture
Contact us with the order number and a description. Do not use an unsafe mechanism or attempt a structural repair. You may have a short-term right to reject faulty goods within 30 days, and further repair, replacement, price-reduction or rejection rights depending on the circumstances. These rights are separate from change-of-mind cancellation and are not limited to a store warranty. We discuss the appropriate remedy and safe collection without requiring you to post bulky goods to an unconfirmed address.