Cancellations and returns

Returns: your questions answered

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...

Q: What happens if I change my mind?

A: No problem. If you’ve shopped online, just call our Customer Service Team on 01642 426026 within 14 days of receiving your order to arrange a convenient collection time. Please bear in mind that if you’d like Barker and Stonehouse to collect and take away your order, there’s a charge of up to £100 for this service, depending on the size of the item. Alternatively, you can drop off at one of our collection points for free and we’ll take it from there. All we ask is that whatever you return is in the same condition you received it. Bought in-store? Then just get in touch with your local showroom team who’ll be happy to help.

Q: What if the goods are faulty or damaged?

A: 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 01642 426 026. 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.

Q: Can I return a mattress?

A: 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.

Q: How about self-assembly furniture?

A: 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.

Q: What should I do if I have a complaint?

A: The first thing to do is get in touch with our Customer Services Team on 01642 426 026, 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.

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