How our return process works
If you are not completely satisfied with your purchase, you may request a return in line with the policy below. Please contact us before sending any product back so we can confirm the correct return method and avoid delays.
This policy applies to online purchases made directly through our website. It does not affect your statutory rights.
Contact us
Send us your order number, item name and reason for return. If the item is damaged or incorrect, please include clear photos.
Receive return instructions
We will confirm the next steps, including the return address, packaging requirements and whether a collection service is required.
Inspection and refund
Once the item is received and checked, we will confirm whether the return has been accepted and process any eligible refund.
Return window
Please contact us within 14 days of receiving your order if you would like to request a return. Unless otherwise agreed, returned items should reach us within 30 days of delivery.
If an item is delivered in separate parcels, the return window normally starts from the date the final parcel is delivered.
Condition of returned items
Returned items should be unused, clean, undamaged and in a resalable condition. Furniture should not be assembled, modified, installed or used unless the reason for return is a fault or damage issue.
- Please return all parts, fittings, manuals and accessories.
- Original packaging should be used wherever possible.
- Items damaged due to poor return packaging may not be eligible for a full refund.
Return delivery and collection costs
If you are returning an unwanted item, return delivery or collection costs are normally the customer’s responsibility. Large or heavy furniture may require a specialist courier or collection service.
If the item is faulty, damaged on arrival, or incorrect, please contact us first so we can review the issue and advise the most suitable solution.
Damaged, faulty or incorrect items
Please report any damaged, faulty, missing-part or incorrect item as soon as possible after delivery. To help us resolve the issue quickly, please provide your order number, photos of the item, photos of the packaging and a short description of the problem.
Please keep the item and packaging until we confirm the next step. We may offer replacement parts, a replacement item, repair, collection or refund depending on the situation.
Items that may not be returnable
Some products may not be eligible for return unless they are faulty, damaged or not as described. This may include made-to-order items, customised products, clearance items, hygiene-sensitive products, mattresses once unsealed, and items that have been assembled or used.
Product-specific return restrictions, where applicable, will usually be shown on the product page or confirmed before dispatch.
Refunds
Eligible refunds are issued to the original payment method after the returned item has been received and inspected. Please allow time for your payment provider to process the refund after it has been released from our side.
Original delivery charges or additional service fees may not be refundable unless the item was faulty, damaged or incorrect.
Important: Please do not dispose of packaging, assemble the item, or arrange an independent return before contacting us if the item has arrived damaged or incorrect. Doing so may limit the options available.