DELIVERY and RETURNS
Here are the main things you need to know about our delivery and returns support:
- We deliver most orders within 7 to 14 days
- Delivery is free to England and Wales on all orders and right across the UK on orders over £400 - see other charges below
- We can ship everywhere in the world! See charges below or get in touch for information
- You can return items within 14 days but you must keep all original packaging to avoid repacking charges - see terms below.
- Breakages during delivery are rare but if that happens, we'll replace the item(s) free of charge!
Our delivery charges are below. We use high quality delivery options that are the safest and most cost effective of any of our competitors. Prices shown are for small items (such as accessories and table lamps) and large items (all mirrors and all furniture).
When checking-out, please select the correct option to avoid a delay with the shipment of your order. UK-specification goods will be sent to all overseas customers - we cannot customise items to match local standards e.g. electronic items. Please contact us if you need help.
United Kingdom inc. Crown Dependencies and Gibraltar
England and Wales Free
(free on orders over £400)
Northern Ireland £15/£55
(free on orders over £400)
Gibraltar, Jersey, Isle of Man and Guernsey £35/£100
Highlands & Islands Contact us
Preparing for delivery
We typically deliver orders within 7 - 14 days (a little longer to deliver large, fragile, heavy and awkward items as we need to use specialist delivery companies).
If items are out of stock, we will notify you and confirm expected delivery timescales. The free standard delivery option takes place weekdays at any time between 8am and 6pm. If you need your item quickly, please let us know and we'll do our very best to meet your needs. Delivery before 9am, 12pm and on Saturday is available for a small additional fee.
When your order is being prepared for dispatch, we'll email you. If delivery takes longer, we'll contact you to confirm an ETA. Delivery will be made to the ground floor only - we may be able to arrange delivery to a room of choice (using a two-man team) for an extra charge so please contact us before purchase if this service is needed.
Sometimes, the third party delivery companies we use cannot take items up to apartments as they deliver to ground floor only. Please contact us in advance of ordering if this may cause you a problem.
When it arrives...
As soon as the item(s) arrive, please check them thoroughly. It's rare, but items can sometimes be damaged on their way to you. Please let us know within 24 hours of receiving your item of any damage so that we can collect and replace the item(s) quickly for free.
We operate a 14 day returns policy. If, for any reason you wish to return your item(s), just let us know within 14 days of receiving your order and we'll start the return. You can return it yourself, or have us collect it for a fee that can be deducted from the final refund. You must keep the items' packaging until you know you'll be keeping them.
Some items may require minor assembly - we're sorry our drivers cannot assist with this due to insurance purposes. If you have any questions about the assembly requirements of your item, just get in touch before purchasing. We strongly suggest you check every part of items that require minor assembly before you construct them or dispose of packaging.
Cancellations and returns
We're confident that you'll fall in love with your item as soon as it arrives. But if, for any reason you wish to return an item, you may do so within 14 days of receiving your item for a full refund (except for made-to-order pieces).
To cancel or return your order, please email us.
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) and 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 arrange to return items yourself.
We will replace items that arrive faulty or damaged for free. If you decide you do not want a fault-free replacement item, the item will be considered an unwanted item and you will be liable for the return cost. If a product arrives damaged, or we made an error, and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item to us.
We will only accept returns if...
... items have all of their original packaging as that is how we can ensure the item is adequately protected on its way back to us. Plus... it means we can give the item a lovely new home in our outlet section. If items are not returned in their complete original packaging, a 20% packaging fee may be charged - this represents the price reduction that a future buyer will expect for an item without its packaging. Further reductions to the refund may be made if the item shows signs of use or damage.
If you cancel an order that has already been shipped, or if we fail to deliver an order because you are not at home or there are access difficulties that we have not been made aware of in advance, we may deduct delivery costs from the refund owed.
Cancelling discounted orders
If a discount was provided when you placed your order, we'll have provided this based on you spending a certain amount with us. If any part of the discounted order is subsequently returned, this will lower your spend with us and therefore may make you ineligible for the discount. As such, 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. These terms were updated on 13 June 2014 in line with the new Consumer Contract Regulations that replaced the Distance Selling Regulations.
Prefer to collect your order? That’s fine! Our HQ is open (by prior appointment) weekdays between 9am and 5pm and we can also arrange to open up on Saturday if that’s more convenient.
We may need to undertake additional address verification checks prior to collection of orders paid for by debit or credit cards.
When items are collected, they will have been checked and assumed to have been collected in perfect condition. We cannot accept any responsibility if the item is found to be subsequently damaged following its arrival at the final destination if we didn’t deliver it.