CANCELLATIONS AND RETURNS
Whilst we do everything we can to make sure you’re happy with your order, we do realise that from time to time things don’t always work out. So if you need to make a return, we’re on hand to help...
What happens if I change my mind?
No problem. If you’ve shopped online, just call our Internet Team on 0333 010 2352 before delivery takes place or within 14 days of receiving your order. Please bear in mind there’s a charge of up to £159 for this service.
For accessories please ensure they are returned boxed in their original packaging. Contact our internet team to return rugs or accessories via our courier service (collection charges apply) or in store. Please note a restocking fee of £100 is applied for returned rugs larger than 170x240cm in addition to any collection charges.
Alternatively, you can drop accessories and rugs off at one of our collection points and we’ll take it from there. All we ask is that whatever you return is in the same condition you received it.
It’s a little different for instore orders so be sure to check with your local branch about cancellation and returns. Get in touch with your local showroom team who’ll be happy to help.
What if the goods are faulty or damaged?
We do everything we can to make sure your order reaches you in pristine condition. If, however, it should arrive damaged or not working, then please let our Customer Services Team know right away on 0333 010 2353. Please remember that if you’ve requested delivery outside the UK, then we can’t be held responsible for any damage that occurs during third-party shipping.
Can I return a mattress?
If the mattress is unused, then no worries. If, however, the mattress is out of its packing or used, for hygiene reasons we can’t accept a return in this instance.
How about self-assembly furniture?
If you change your mind before you start assembling your furniture, then you can arrange returns in the usual way. As long as everything is undamaged and in its original packaging, you’re good to go. If you’ve assembled or part assembled your furniture, then unfortunately we’re unable to accept it as a return. That’s because any assembly process prevents us from being able to re-sell the furniture to another customer.
What should I do if I have a complaint
The first thing to do is get in touch with our Customer Services Team on 0333 010 2353, who’ll do everything they can to sort out the problem. Should you need to go further, then you can go to the Furniture Ombudsman, an independent organisation approved by the government to settle any disputes. As fully registered members, we follow their code of practice, which provides customers with extra protection should things go wrong. You can get in touch at www.thefurnitureombudsman.org or on 0333 241 3209.