Delivery & Returns Policy

We are happy to refund most items within 14 days of receipt, but a collection charge will apply or you are able to arrange your own return.

Furniture purchased under a distance contract (online or by phone) can be returned in accordance with your rights under the Consumer Contracts (information Cancellation and Additional Charges) Regulations 2013 (CCRs). Except for the items of furniture listed below in the Exclusions section, you can cancel your purchase and return the item if you inform us within 14 days from the date of delivery of goods.

How do I return furniture?

To return your furniture item(s) please phone or email one of our sales team within 14 days of receipt of goods. Goods must be packaged back in the original packaging. If you select our Room of Choice Delivery (White Glove) and you are unsure of any items, you must ask the Delivery Team to leave the packaging with you upon delivery. Failure to retain packaging, will affect your ability to return any items.

Claiming your refund

Refunds will only be processed once the goods have been collected and received back into our warehouse and QC'd. Please allow up to 14 working days for the refund to be processed.

Cost of returning

Unless you are returning the goods in person you will be responsible for the cost of returning the items. We do offer a collection service under which a charge will be made for the cost of collection. This will be between £39 - £99 per item depending on the location, size and value of the item. Should you return goods on delivery, the return delivery charge will be deducted. Goods / Orders returned that are in excess of £1200 will incur an additional 10% restocking fee.

Cancelling or returning discounted orders

If we have provided a bulk-buy discount when you placed your order, we'll have provided this based on you spending a certain amount with us. If you subsequently return or cancel any part of the discounted order, this will lower your spend with us and therefore may make you ineligible for the discount. We reserve the right to remove the whole discount provided on your full order from the refund you are due. Please contact us to discuss this if you wish to return part of a discounted order.

Delivery of large furniture

Please ensure your furniture fits into the room and through all access points. For above-ground deliveries, check staircases and tight corners before placing an order. If an item cannot be delivered due to access, a return and 20% restocking fee will apply. A site visit can be arranged in advance (£50-£80, refunded upon order).

If delivery fails

Once you've confirmed your delivery slot, failure to be present will result in a £60 aborted delivery and re-delivery fee. If the delivery is handled by an external partner and fails after acceptance, you will be liable for return and re-delivery costs.

Failed deliveries incur costs due to route planning, vehicle space, and driver time. Please provide at least 48 hours' notice to cancel or reschedule a delivery to avoid additional charges.

Condition of your furniture

Please inspect items on arrival. In the rare case of damage, notify us within 48 hours so we can arrange a replacement.

If our team did not unwrap or assemble the item, please return it in its original packaging. If you opted for our White Glove service and are unsure about an item, ask the team to leave the packaging. Failure to retain packaging may affect your ability to return.

Items must be kept in the same condition as delivered until collection or return - unless previously agreed. We reserve the right to make deductions for any damage or wear.

Storing your order

We offer up to 4 months of complimentary storage. After that, a charge of £75 per month, per item, will apply.

Arranged collection

Collections may take up to 21 working days to schedule. Alternatively, you can return goods in person or via courier-please ensure they are safely packaged and returned to us in good condition.

Exclusions

Mirrored Glass & Mirrors: Non-returnable if damaged after delivery and damage disclaimer has been signed.

Mattresses: Non-returnable once removed from packaging.

Clearance, seconds & ex-display: Sold as seen, non-returnable.

Home Fragrance: Non-returnable due to lack of seal.

Trade Orders: Returns not accepted on B2B/trade orders.