Returns and refunds
We hope you are delighted with your order but we do understand that sometimes you will want to return an item.
You can return items to us within 14 days of delivery for a full refund (less return costs set out below) once the product has been returned to us.
Simply contact us at firstname.lastname@example.org, within 14 days of receiving your product(s) and we will assist you with your return. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Once you’ve emailed us, we will arrange a collection. This cost will be deducted from your refund. Alternatively customers can return at their own cost but we’d suggest you use a trackable service and retain proof of postage as we cannot be held responsible for items lost or damaged in transit.
If you are returning an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For larger furniture please email:email@example.com to discuss as we will schedule a collection with our one/two man courier team. Costs vary per item, this is approximately £40 for an armchair and the customer will bear all return shipping costs.
Please email:firstname.lastname@example.org, if you would like to know any exact return costs before making your purchase.
All goods must be returned unused, unopened, in perfect condition (including original packaging) and remain in a re-saleable condition.
Once we receive your return, we will process a refund for the cost of the item(s).
There are certain situations where refunds or partial refunds are granted only at our discretion
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 14 days after delivery
We do our best to ensure that our products are wrapped sufficiently to survive its journey to you but we do have to rely on third party companies to deliver your goods to you and breakages unfortunately can happen from time to time.
In the rare occasion that your items have arrived damaged or faulty, please email:email@example.com along with photos of the damaged or faulty items, within 24 hours of receiving your order. Please do not return damaged or faulty items without contacting us first as we will be unable to refund any postage costs.
If you have a change of heart, you can cancel within 24 hrs. For items that are marked express shipping, please contact us within 4-5 hours of placing the order. For cancellations, simply email: firstname.lastname@example.org and we'll cancel your order and give you a full refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, we’ll process your refund, and a credit will automatically be applied to your credit card or original method of payment, within 3 working days.
If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. While we refund card payments within 3 working days; it may take up to 30 days for Paypal to process the transfer.
For payments funded partially by a card and partially by your balance/bank, the money taken from your card will go back to your card and the remainder will return to your PayPal balance.
Late or missing refunds
We aim to process refunds as soon as possible and it may take up to 3 working days before your refund is fully processed.
If you haven’t received a refund yet, first contact your credit card company or bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please email: email@example.com.
Sale items (where applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. As most of our items are one of a kind, we may not be able to offer an exact replacement and will email you to discuss the options.
If you need to exchange an item, please contact us at firstname.lastname@example.org.