Delivery & returns
Free delivery as standard* and 14 days to make your mind up
We use a range of services including specialist delivery companies and couriers. Our simple delivery process is summarised below.
*Free delivery applies to England and Wales only. Sadly, heavy goods delivery companies charge more for delivery to our friends in Scotland and NI owing to their distance. See our delivery charge table.
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.
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.
Accepting the item
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. 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. Read more about returns.
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.
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 for advice if you need help.
Our delivery costs are below. The lower amount can be selected for small items, such as accessories and table lamps. The larger amount should be selected for all mirrors, floor lamps, large ceiling lights and all furniture items. If underpayment is made, we will contact you to request further payment or refund you.
United Kingdom (inc. Crown Dependencies and Gibraltar)
- England and Wales: Free
- London Congestion Zone: £11.50
- Scotland: £10/£35 (Shetlands: contact us)
- Northern Ireland: £15/£55
- Gibraltar, Jersey, Isle of Man and Guernsey: £35/£100
- Republic of Ireland: £35/£100
- France, Germany, Portugal and Spain: £35/£100
Rest of Europe
- Rest of Europe: £40/£120
- Australia: £65/£195
- USA: price upon application (recent import rule changes mean we need to get a custom shipping cost so please contact us with your order and ZIP code to receive a quote)
- All other countries: price upon application (please contact us with your full address to receive a shipping price to anywhere else in the world).
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 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.
Items must be returned in 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! If items are not returned in their complete original packaging, a 20% repackaging fee may be charged. 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.