I want to amend/cancel my order?
If your online order is no longer required or a mistake has been made eg. ordered more than 1 item in error, Please contact us on email@example.com with your order number and we can amend/cancel the order before it is processed. If your order has been processed and shipped we will need to follow the returns procedure for unwanted items.
We are unable to add or change items to an existing order, A new order will need to be placed.
Our Customer service team is available Monday-Friday 9.30am- 4pm. We aim to answer any enquiries in 3-5 working days.
My order is incomplete/wrong item delivered, what should I do?
If an item is missing from your order or incorrect upon delivery, please contact our customer service team on firstname.lastname@example.org Please reference your order number in your email.
My order has arrived damaged, what should I do?
If you have received an item damaged or faulty this can be returned to one of our stores for either an refund or exchange.
Alternatively you can send us an email to email@example.com. Please provide your order number and images of the fault/damage and we will try to find the best solution to get this resolved, whether it be a refund or exchange of the item. Furniture orders- Please follow the same procedure however please send images and order number to firstname.lastname@example.org
I would like to return my order, what should I do?
If you have received your item and it's no longer required you can return this to your nearest store for a full refund within 28 days of delivery. Alternatively please contact our Web Team on email@example.com or 01513305400 and we can arrange for a courier collection or shop return label. Your refund will be processed once the item has arrived back to our warehouse from the courier.
Please note: we require any returned items to be kept and packaged into its original packaging; we are unable to accept a return on items not in its original packaging.
Returns via courier: Use our contact form to tell us about the product you want to return. Please include order number, reason for return and if a refund or replacement is required. We will email you with instructions for returning the goods to your local collection point at your convenience or arrange collection.
Returns to our stores: Return your product to the customer service desk at your chosen store along with your proof of purchase (delivery note or order confirmation) and we’ll be happy to refund or exchange the product. If you do not have proof of purchase then photographic identification and the original debit, credit or charge card used for your purchase will be required.
We reserve the right to:
Refuse an exchange or refund with or without proof of purchase
Ask for identification for return transactions (proof of purchase)
How long do I have to return my order?
|If you have received your order and it's no longer required this can be returned for a full refund within 28 days of delivery. Alternatively please contact our Web Team on firstname.lastname@example.org or 01513305400 and we can arrange for a courier collection. Your refund will be processed once the item has arrived back to our warehouse from the courier.|
When will I receive my refund?
The refund process can slightly vary due to the method of payment used for the original transaction. All refunds must be reversed to the original payment method unless a credit note/gift card is required in store to exchange the item, Or the purchase has expired our 28 day policy. Payments made via credit/debit card- Please allow 3-5 working days for the refund to reach your account. If you haven't received this after the 5 working days please contact the store or web team for further advice. If your item has been returned via a courier the 3-5 working days will start from the day we receive the item back into our warehouse. Payments made via PayPal- These payments will show back in your PayPal account, usually the same day as the refund is processed. Please note PayPal cannot be refunded via the stores. The items can be returned and payment will still be processed through the website system. Paid via one of our Finance options? Any payments you have made via Klarna or V12 will be refunded back to you via the finance company once we have cancelled/amended your order. If the funds haven't cleared after 5 days please contact the finance company with your application number.
My product is a non-stock/special order, can this be returned or cancelled?
Unless faulty or not as described we cannot offer a refund, exchange or cancellation on any special order products or products that are made to customer specific requirements. These terms do not affect your statutory rights.
What are my statutory rights?
By law, under the Consumer Contracts (Information, Cancellation and Additional Changes) Regulation 2013, you have the right to cancel your contract within 14 calendar days of your receipt of the items. However this does not apply to made to measure or special order items and we will not accept returns on these items. To cancel your contract just let us know, via telephone, email or in writing, that you would like to cancel your contract. You then have 14 days from the notification to return the product to us.
If you cancel your contract we will:
* Refund the price you paid for the goods. Please note that we are permitted, under the Consumer Contracts (Information, Cancellation and Additional Changes) Regulation 2013, to reduce the amount of your refund to reflect any signs of unreasonable use leading to diminished value of the goods.
* Make any refunds as soon as possible but no more than 14 days after we receive the goods or, if earlier, the day on which you provide us evidence that you have sent the goods back.
As you are a consumer, we are under a legal duty to supply goods that are in conformity with this contract. Because you are a consumer you have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy pursuant to the Regulations or anything else in these Terms. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office.