Replacements & Returns
We’re confident that you’ll fall in love with your item as soon as it arrives, as we take great care to represent our items precisely as they’ll look in your home. After all - fewer returns keeps our prices lower for everyone and means less traffic on the roads… going just a little way to helping our planet heal.
If you need to return anything, read the info on this page to make the process simple and hassle-free.
For hassle-free returns...
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 start your return online here. We'll advise the next steps (we can't accept return requests by phone).
Returned items must be within 14 days of delivery, and in their brand-new, resalable condition (for example, not have been partly or fully assembled and have all their packaging). You are responsible for their safe return. While we offer free delivery, our competitive pricing means we sadly cannot offer free returns. To take the hassle away we can organise this for you at the prevailing cost.
Returning fragile or expensive furniture requires specialist companies that can handle delicate and heavy items safely, so they cost more than standard couriers. We can collect for a pre-agreed fee. As a guide, this is usually £15 - £75 (depending on item size/weight/fragility/location) but can be considerably more for large, heavy or fragile items (around 10% of the item cost). You can return items yourself at no cost. If you'd like to discuss the return carriage fee before ordering, please get in touch.
If you arrange to return the item yourself, please use an appropriate service that covers you if the item becomes damaged or lost as we can't refund you in these circumstances. Just be aware that most standard couriers list glass items on their 'non-compensation' list, so don't use couriers for any glass or mirrored item as they won't compensate you if the item arrives damaged.
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 wrong, please notify us within 24 hours of delivery by sending a replacement or return request. You'll be asked for all the info we need to 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 may 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 original 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 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 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.
Trade (business-to-business) terms
The return terms for trade and trade-discounted (B2B) orders are slightly different. Please review our full terms and conditions here or speak to us before ordering.
This does not affect your statutory rights. We updated these terms on 13 June 2014 in line with the Consumer Contract Regulations that replaced the Distance Selling Regulations.