Delivery & returns

Furniture should work for your room and your everyday life. Here is what to know about delivery, returns and caring for your order.

Delivery Preparing for delivery Changing or cancelling an order Returns Damage, faults or an incorrect item Refunds Further guidance

Delivery

Enter your complete delivery address at checkout to see available methods, charges and applicable tax. If no delivery method is available, delivery to that address cannot currently be arranged through checkout.

Dispatch estimates and the services included with delivery must be confirmed before an order is accepted. Assembly, packaging removal and stair access are included only when expressly agreed.

If an agreed dispatch date cannot be met, you should receive a revised estimate and the choice to accept the delay or cancel unshipped goods for a refund.

Preparing for delivery

Check product dimensions, doorways, lifts, stairs and turning points before ordering. Our measuring guide can help. Product dimensions describe the furniture rather than its packaging; confirm packaged dimensions and any dismantling requirements when arranging delivery.

Provide an accurate address, explain access restrictions and keep the delivery route clear. Any extra service or re-delivery charge must be explained and agreed in advance.

Changing or cancelling an order

The proposed policy allows standard-stock orders to be cancelled without a cancellation fee before dispatch, with a refund of the cancelled goods, their delivery charges and applicable tax. Once goods are in transit, the return process applies.

Returns

The proposed return window is 30 calendar days after delivery, followed by a further 14 calendar days to hand an authorised return to the agreed carrier. These timeframes remain subject to confirmation.

For a change-of-mind return, keep the furniture unused and in its original condition, with supplied components and accessories. Keep protective packaging where possible. Missing packaging does not remove rights relating to faulty or incorrectly supplied goods.

Obtain return authorisation, the correct return address and a return-freight quote before sending furniture back. Do not use the billing or collection address as a returns address without confirmation.

No fixed restocking fee is proposed. For a change-of-mind return, the agreed return-freight charge is normally your responsibility; the original outbound delivery charge is normally non-refundable, except where applicable law requires otherwise. Exchanges depend on availability.

Damage, faults or an incorrect item

Check the goods when they arrive. If anything is damaged, missing or incorrect, keep your order number, a short description and photographs of the item and packaging ready. Reporting promptly, ideally within 48 hours, helps with carrier enquiries; missing that target does not by itself remove your rights.

For a verified fault, transit damage or fulfilment error, an appropriate remedy and reasonable, agreed return or collection costs should be arranged. Depending on the issue and applicable law, the remedy may be repair, replacement or refund. Keep the goods safely until the next step is confirmed.

Wood grain, colour and upholstery texture can vary naturally. Such variation does not exclude a claim where goods are faulty or materially different from their description.

Refunds

The proposed target is to inspect an approved return and initiate its refund within five business days of receipt, or sooner where required by law. Any proposed deduction for use or damage beyond reasonable inspection must be explained and permitted by applicable law. No deduction should apply for a fulfilment error or verified defect.

Refunds go to the original payment method unless another method is agreed and permitted. Your bank or payment provider may take additional time to display a refund. Refunds for cancelled, unshipped goods do not depend on a return or inspection.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded.

Further guidance

Visit our help page for measuring, material care and account guidance. Read the store terms before placing an order.