Returns Policy
We are sure you will be delighted with the quality and style of your furniture but if you need to return your items you can do so free of charge with the driver at the time of delivery if you have opted for the 'unwrap' delivery service. Customers opting for standard delivery will need to contact us to arrange for us to return and collect the item/s which will have been left boxed for you.
Following delivery if you need to return your item then please inform us within 14 days from the date of delivery and ensure the furniture is re wrapped in the original packaging ready for collection. Our delivery team will collect the items to be returned at the next available opportunity (subject to a collection fee charged at the same rate as the delivery charge applicable by order value). Please keep all packaging and re box items to be returned as we charge a 10% re stocking fee to cover our repackaging costs for items not returned in the original packaging.
Please note that our mattresses are non-returnable once the seal of the packaging is broken for health and hygiene reasons due to the intimate nature of the product, if the seal is intact then mattresses can be returned within 14 days subject to our collection fee where applicable. As mattresses are made to order we require a 20% deposit against each mattress ordered. Fabric beds can only be returned prior to assembly and in the original packaging, please ensure you are happy with the bed before attempting assembly. As fabric beds are made to order we require a 20% deposit against each fabric bed ordered. This does not affect your statutory rights.
Surcharge areas - We are not liable for surcharge costs in relation to any goods returned for whatsoever reason, all goods for onward shipping are carefully checked and labelled prior to delivery to the onward courier or collection from our warehouse and customers will need to pay all surcharge costs applicable for return or exchange so we advise ensuring you have adequate goods in transit insurance for all onward shipping not arranged via ourselves.
Standard and Unwrap delivery information are available here. Once the goods have been received back into our warehouse in unused condition you will be refunded in full via the original method of payment.
We reserve the right to withhold part of your refund if goods are returned to us damaged. We reserve the right to charge a re-stocking fee of 10% if the items are returned without packaging. This does not affect your statutory rights.
We are confident that your furniture will remain beautiful and trouble free for many years to come, however for your peace of mind all of our furniture comes with a twelve month guarantee during which time we will endeavour to resolve any issues quickly and efficiently. We are dedicated to providing excellent customer service both before and after delivery and our team are happy to help with any queries or problems you may have. If we are unable to resolve an issue with a repair or exchange due to location, for example a remote area that we do not deliver to and have used an external courier or where items have been onward shipped by the customer abroad we will look for a reasonable alternative solution to resolve issues that may have arisen. We are not liable for return or exchange costs where reasonable resolutions offered are not accepted.
IF YOU EXPERIENCE A PROBLEM WITHIN 14 DAYS FOLLOWING DELIVERY
If you have a problem following delivery that was not noted by the driver or noticed at the time of delivery please contact us in the first instance at [email protected] detailing the problem including your invoice details/order number and attach photographic evidence if possible, we will respond as soon as we can and in any instance within 2 working days.
If it is deemed that there is a manufacturing fault which has not been caused by misuse or damage we will offer a refund, discount or exchange to resolve the situation for you.
IF YOU EXPERIENCE A PROBLEM WITHIN THE FIRST TWELVE MONTHS FOLLOWING DELIVERY
Please contact us in the first instance at [email protected] detailing the problem with your invoice details/order number and photographs if applicable and possible, we will respond once we have checked our records and in any instance within 2 working days. If it is deemed there is an obvious fault which has not been caused by wear and tear or misuse we will offer an exchange or repair depending on the length of time since delivery took place.
Our drivers are fully trained in the care, repair and maintenance of wood and carry tools and materials on their van so repairs we offer as part of our guarantee can sometimes be carried out on site by our drivers or will be collected and repaired in our workshop before being delivered back to you.
Risk of damage to or loss of the products will pass to the buyer upon delivery, we therefore reserve the right to refuse the exchange or repair of an item deliberately damaged or misused following delivery. This does not affect your statutory rights.