Furniture Returns

We want you to feel confident when choosing furniture for your home. Furniture is a considered purchase, so we offer a dedicated furniture returns policy with clear guidance for both standard and made-to-order pieces.

This policy applies to furniture only, including chairs, bar stools, benches, tables, cabinets, sofas, armchairs and other large home pieces. For smaller homeware items, please refer to our standard returns policy.

30-day furniture returns

You can request a return for eligible furniture within 30 days of delivery.

To be eligible for a return, the item must be:

• in resellable condition, with no damage or signs of use beyond what would reasonably be expected when inspecting furniture at home
• free from marks, stains, odours, pet hair, scratches, dents or other damage
• returned with all parts, fixings, instructions and accessories
• returned in its original packaging where possible, or securely packaged for collection
• handled only as you would reasonably handle it when viewing furniture in a showroom

Please take care when unpacking your furniture and keep the packaging until you are sure you are happy with your order.

Made-to-order furniture returns

We understand that made-to-order furniture is still a big decision, particularly for items such as chairs, bar stools, sofas and armchairs. For this reason, we offer a 30-day return window on eligible made-to-order furniture.

Made-to-order furniture can be returned within 30 days of delivery where the item has been ordered from our standard options, such as our standard fabric, finish, colour, size or leg options.

This includes eligible made-to-order:

• dining chairs
• occasional chairs
• bar stools
• sofas
• armchairs
• footstools
• benches

The item must still meet our return condition requirements and must not have been used beyond reasonable home inspection.

Bespoke or customised furniture

Some furniture is made specifically to a customer’s own requirements. These items cannot usually be returned for change of mind.

We are unable to accept change-of-mind returns on furniture that has been specially customised or made outside our standard options, including:

• customer’s-own-fabric orders
• custom measurements or dimensions
• altered seat heights, leg heights or depths
• special finishes not offered as a standard product option
• personalised details
• any other bespoke modification requested by the customer

This does not affect your statutory rights if an item is faulty, damaged, not as described, or not fit for purpose.

How to request a furniture return

Please email us within 30 days of delivery with:

• your order number
• the item you would like to return
• the reason for return
• clear photographs of the item from all sides
• photographs of the packaging, if available

Once we have reviewed your request, we will confirm whether the item is eligible and advise the next steps.

Furniture returns must be approved by us before being sent back or collected. Please do not send furniture back without contacting us first.

Furniture collection fees

Most furniture returns need to be collected by a furniture courier. For unwanted items or change-of-mind returns, a collection fee will be deducted from your refund.

Our furniture return collection fees are:

We will confirm the correct collection fee before arranging your return.

Collection fees do not apply where the item is confirmed to be faulty, damaged on arrival, not as described, or incorrectly supplied.

Preparing your furniture for collection

Before collection, please make sure that:

• the item is clean, dry and ready to collect
• all parts, fixings and accessories are included
• the item is protected for transport, ideally in the original packaging
• any assembly that can reasonably be undone has been undone, where requested
• there is safe access for the courier on the agreed collection day

If the courier is unable to collect because the item is not ready, access is not available, or the item has not been suitably prepared, a failed collection fee may apply.

Refunds

Once your return has been collected and inspected, we will process your refund to your original payment method.

For change-of-mind returns, we may deduct:

• the agreed furniture collection fee
• any reduction in value if the item is marked, soiled, damaged during assembly, otherwise damaged, or handled beyond what would reasonably be expected when inspecting furniture at home

Refunds are usually processed within 14 days of the returned item being received and inspected.

If you exercise your statutory right to cancel within the legal cooling-off period, we will refund the standard outbound delivery charge in accordance with UK consumer law. Delivery charges may not be refunded for voluntary returns requested outside this period.

Damaged, faulty or incorrect furniture

Please check your furniture carefully on delivery and tell us as soon as possible if anything appears damaged, faulty or incorrect.

If your item arrives damaged, faulty, not as described or incorrectly supplied, please email us with:

• your order number
• photographs of the issue
• photographs of the packaging
• a short description of the problem

Where a fault, damage or error is confirmed, we will arrange the appropriate remedy. This may include a repair, replacement, collection, partial refund or full refund, depending on the issue and your rights.

You will not be charged a return collection fee for confirmed faulty, damaged or incorrectly supplied items.

Items that cannot be returned

We cannot accept furniture returns where:

• the return is requested more than 30 days after delivery, unless the item is faulty
• the item has been used beyond what would reasonably be expected when inspecting furniture at home
• the item is marked, stained, scratched, damaged or has absorbed odours
• the item shows signs of pet hair, smoke, food, drink or other household damage
• the item has been damaged during assembly, altered, or repaired
• the item is a bespoke/customised piece made outside our standard options
• the item is returned without approval from us first

Your legal cancellation rights

Under the Consumer Contracts Regulations, most customers also have the legal right to cancel eligible online orders within 14 days of delivery for a full refund, including standard outbound delivery costs.

Customers may inspect furniture at home as they would in a showroom. However, we may make a deduction where an item shows handling beyond what would reasonably be expected when inspecting it.

Bespoke or genuinely customised furniture made to a customer’s specification is exempt from statutory cancellation rights. This does not affect your rights if an item is faulty, damaged, not as described, incorrectly supplied, or not fit for purpose.

Your statutory rights

This furniture returns policy is in addition to your statutory rights.

Nothing in this policy affects your rights if an item is faulty, damaged, not as described, incorrectly supplied, or not fit for purpose.