Returns

Returns

Change or cancel an order

If you wish to change or cancel an order contact our Customer Service team. Please have the order number and date the order was placed to hand. If your products have already been delivered, then you will need to follow our returns procedure.

Cancellation of made-to-order products

Should you wish to cancel your made-to-order or made-to-measure product for any reason, it is unlikely that we could sell it to another customer at full selling price. In respect of these products our usual refund policy does not apply and products cannot be returned unless faulty.*

Returns procedure

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.*

If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

Returns can be made via courier collection as follows:
- complete our online form including: order number, stock number, the reason for the return and whether you want a refund or a replacement.
- we will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return - free of charge.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.

Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

Products we are unable to refund or exchange
We are unable to offer a refund or exchange on personalised, made-to measure/orders unless they are faulty:

Delivery charges

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. We do not charge for returns except for unwanted purchases.

Unwanted purchases

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering to ensure successful delivery, and to confirm that the product is the right size for your needs. Where large products are returned as unwanted, we reserve the right to make a charge of £50 to cover the collection cost. *

 

If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team
 

*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.