Replacements & Returns Centre

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.

No problem – we understand that sometimes things don’t work out. If you’ve had a change of heart or feel the item isn’t right for your design, you have 14 days from the date of delivery to return it. To begin the process, just submit your return request online – we’ll then guide you through the next steps. Please note that we can’t accept return requests by phone.

To be eligible for a return, the item must be in brand-new, resalable condition. That means it must not have been partly or fully assembled and should include all original packaging. You’ll also need to make sure it’s returned to us safely, as you’re responsible for its condition until it gets back to us.

While we’re pleased to offer free delivery, our competitive pricing means we’re sadly unable to offer free returns. However, to make things easier, we can arrange the return on your behalf at the going rate.

Fragile or bulky items – such as mirrors or large pieces of furniture – need to be handled by specialist couriers who are experienced with heavy and delicate goods. Because of this, returns cost more than a standard parcel courier. If you’d like us to collect your item, we can do so for a pre-agreed fee. As a general guide, the cost is typically between £15 and £75, depending on the size, weight, fragility, and your location. For very large, heavy or breakable items, the return cost may be around 10% of the item’s price.

You’re welcome to return items yourself at no charge and we can advise on suitable and safe options. If you’d like to know the likely return cost before placing an order, just contact us – we’re happy to advise.

If you decide to arrange the return yourself, please use a suitable delivery service that includes cover for loss or damage. We can’t issue a refund if an item is returned to us damaged or goes missing in transit. It’s also worth knowing that most courier services exclude glass and mirrored items from their compensation cover – so we recommend avoiding them for those types of returns.

It’s very rare (and makes us very sad!) but occasionally an item might get damaged during delivery. That’s why it’s important to check your order as soon as it arrives. If you notice any damage, a fault, or a missing part, please notify us within 24 hours of delivery by submitting a return or replacement request online. We’ll ask you for the details we need to resolve the issue. While we sort things out, please keep the item and all its packaging safe.

If an item arrives damaged or faulty, we’ll replace it free of charge. However, if you choose not to accept a fault-free replacement, we’ll treat this as a change of heart and you’ll be responsible for the return costs. If the issue can’t be resolved with a full replacement or replacement parts – and it’s our mistake or a delivery fault – we’ll cover the cost of returning the item to us.

We ask that all returned items include their original packaging. This helps protect them in transit and means we may be able to rehome the item through our Outlet section. If the item is returned without its original packaging, we may deduct 20% from your refund to reflect its reduced resale value. We may also need to make additional deductions if the item is damaged due to inadequate packaging.

If you cancel an order that we’ve already shipped, or if we’re unable to deliver it because no one is available to receive it or there are access issues we weren’t told about in advance, we may need to deduct delivery costs from your refund.

If your order included a bulk-buy discount, it was offered based on a minimum total spend. If you return part of your order, this might reduce your spend to below the discount threshold. In that case, we may need to remove the full discount and adjust your refund accordingly. If you’re unsure or want to talk it through before returning part of a discounted order, please get in touch.

Return terms for trade and business-to-business orders are a little different. Please refer to our full terms and conditions or speak to us before ordering if you’d like more information.

This information doesn’t affect your statutory rights. These terms were last updated on 13 June 2014 in line with the Consumer Contract Regulations, which replaced the Distance Selling Regulations.