All about RETURNS & REPLACEMENTS
Because transporting heavy and fragile furniture, lighting and mirrors needs planning and care, there are certain requirements that’ll make returns or replacements hassle-free and easy.
For hassle-free returns...
Tell us within 14 days
You have a maximum of 14 days to return items - we cannot accept return requests made after this period so please make sure you're happy with your order as soon as it arrives.
Photograph faults or damage
In the unlikely event an item arrives faulty or damaged, photograph the issue and tell us within 24 hours of delivery taking place.
Keep all packaging
Don't dispose of any of the item's packaging until you know you'll be keeping it. We may refuse returns if packaging has been thrown away, or deduct a re-packaging cost from the refund you're owed.
Had a change of heart?
If you’ve changed your mind or don’t think the item will work in your design, you have 14 days to return your order. Please email us with your order number and details of the part(s) of the order you’d like to return. We’ll advise next steps (we can’t accept return requests by phone).
Returned items must be in a resalable condition (for example not have been partly or fully assembled, or incurred any damage when hung on a wall). You are responsible for their safe return, including the cost of postage. We can collect for a pre-agreed fee (as a guide, this is usually £15 - £65 depending on item size/weight/fragility - but can be considerably more for large, heavy or fragile items) or you can return items yourself.
Received a damaged or faulty item?
It’s rare, but items can sometimes become damaged while on their travels. It’s essential that you check your order thoroughly for any damage, faults or missing parts as soon as it arrives. If you spot something, please notify us within 24 hours of delivery by sending us clear photos (close-up and wide-angle pics) along with a description of the issues you’ve found. We’ll get on and try to remedy things. While we do this, please keep all of the packaging and the item safe and sound.
We will replace items that arrive faulty or damaged for free. If you decide you do not want a fault-free replacement item, we will consider this a change of heart and you will be liable for the return cost. If a product arrives damaged, or we made an error, and we cannot remedy it with either a full replacement or replacement parts, we will pay to return the item to us.
Items must have all of their original packaging as this properly protects them on their journey back to us. Plus... it means we can give the item a lovely new home in our Outlet section. If you return an item without all its original packaging, we might have to deduct a 20% re-packaging fee from the refund you’re owed. This represents the price reduction that a future buyer will expect for an item without its packaging. We might also make further deductions to the refund if we discover the item has been damaged because it wasn’t packaged properly.
If you cancel an order that we have already shipped, or if we cannot deliver an order because you are not at home or there are access difficulties that you haven’t told us about in advance, we may deduct delivery costs from the refund owed.
Cancelling discounted orders
If we provided a discount when you placed your order, we’ll have provided this based on you spending a certain amount with us. If you subsequently return 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.
This does not affect your statutory rights. We updated these terms on 13 June 2014 in line with the new Consumer Contract Regulations that replaced the Distance Selling Regulations.