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. Please note you will need to ensure items are wrapped in the original packaging for return.
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.
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.
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. This does not affect your statutory rights; 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.
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, please read the following guides or feel free to contact us at any time. 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 solutions 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 firstname.lastname@example.org 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 an obvious fault which has not been caused by misuse or damage after delivery we will offer a refund, discount or exchange to resolve the situation for you. Our returns policy.
IF YOU EXPERIENCE A PROBLEM WITHIN THE FIRST TWELVE MONTHS FOLLOWING DELIVERY
Please contact us in the first instance at email@example.com 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 be carried out at 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.