Returns Policy
  • Find out about our returns

Returns & Refunds

This page aims to answer some of the most frequently asked questions. They are summaries only and you should read our Terms of Sale for more information.

What if I don't like the product I ordered when it arrives?

We're sure you will like it, but if not, simply contact us straight away and definitely within 14 days of receiving your product(s), you can return it to us within 14 days of delivery for a full refund (less return or collection costs set out below) the product(s) however must be properly packaged in the original packaging so if you are not sure about your product please keep your packaging and we will assist you with your return. A refund less collection costs will be refunded to you once the product has been safely returned to us.

What if the item is damaged when it arrives, or you are sent the wrong item?

Our quality team check your furniture to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery and check it is the correct item(s), as we’ll ask you to sign a form confirming that it is correct and appeared to be in good condition when you received it. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this on the form and contact us.

If you only realise after the delivery that you're unhappy with the quality, or if we've sent you the wrong item, just contact us straight away and definitely within 14 days of delivery, ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement.

Can I cancel an order if I change my mind?

If you have a change of heart, you can cancel at any time before your item is dispatched/sent to our delivery partners. Simply contact us  and we'll cancel your order and give you a full refund.

Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after. You will receive a full refund (less return or collection costs set out below) once the product has been returned to us.

What do we charge to collect items?

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return or collection costs.

If, however, you simply change your mind and wish to cancel the order after delivery, you will need to pay the return or collection costs. You will pay 1 return or collection cost based on the subtotal value of the products you are returning as per the below table.

Product price

Return/collection cost

£0 - £500


£500 - £999


£1,000 - £1,500


£1,500 - £2,500


£2,500 or more


How long will my refund take?

For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).

Payment Method

Processing the refund by

Time taken for the money to show in your account after the refund is processed

Debit card, HSBC

Up to 3 working days

Same day

Debit card others (e.g. NatWest)

Up to 3 working days

Within 3 days

Credit card

Up to 3 working days

Within 2-30 days. Terms vary between bank and card companies. Customer can see their refund policy on the T&Cs they have with their banks.

PayPal account

Up to 3 working days

Within 5-7 days

PayPal cards

Up to 3 working days

Typically within 5-7 days, but may take up to 30. Customer can see their refund policy on the T&Cs they have with their banks.

More on PayPal refunds

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. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will effect the refund within three working days but 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.