Returns / Damages Policy
We aim to provide you with the best quality products at the best price with a 100% satisfaction guarantee. If you decide to change your mind about your order and want to cancel it please try to notify us before the item is despatched (exclusions apply on made to order products). But if for any other reason apart from damages / faults you decide the product is not for you then please notify us within 7 days of receipt and we can arrange your return (this does not affect your statutory rights).
All returns apart from damaged / faulty must be returned back to us in the original packaging, unopened and pristine – basically in the condition they arrived. All returns will be subject to a £40 charge (Upholstery £60) to cover the carriers charges. For damaged / faulty orders this charge does not apply and will be collected free of charge.
Damaged / Faulty goods
In the unlikely event that your item(s) are damaged during transit please make sure that you fully inspect them before signing for the receipt of your delivery as the insurance covered on the item(s) ends after delivery has been made. Contact us within 24 hours and we will request pictures of the damaged item(s) so we can quickly investigate the cause and get a replacement part out to you free of charge. We reserve all rights on our decision to replace either damaged / faulty parts or a complete unit once we have completed our investigations – all will be done free of charge.
Flat pack – Assembled
Please note all flat pack items that are assembled have been fully accepted by the customer and are not covered under our 7 day returns policy. Our carriers are not insured to carry such large items so we do advise to keep hold of the original packaging before commencing with assembly. It is the buyer’s responsibility to arrange collection of any assembled items that need inspecting, if we do find a fault at the time of despatch then all charges will be refunded to the customer. If the item(s) returned show signs of incorrect assembly which in turn caused the fault / damage then the item will be returned back to the customer and a return / exchange will be refused – all charges will be at the customer’s expense.
Made to order – Ready assembled
All made to order (ready assembled) are bespoke item(s) and are not covered under our 7 day returns policy. Please make sure you are 100% happy with your purchase, ask as many questions as you like before committing to a purchase, measure your door size so the item(s) fit through and measure the space where the item(s) will be placed once delivered. Failure to do this will result in all responsibility belonging to the customer. See damaged / faulty goods section for more information if you find any faults once delivered or any damages seen at the time of delivery.
The wrong item has been delivered
If it's our fault and you have received the wrong item(s) we will arrange collection free of charge and make the necessary arrangements for the correct item to be delivered as a priority.
Mattresses
Please note that as with nearly all mattress retailers, these cannot be returned for hygiene reasons if they have been removed from the original packaging. (Unless faulty). We strongly advise that customers that buy mattresses try them on their beds with the packaging on them first, and only remove the packaging when you are completely sure that you are happy with the product.
Refunds
A refund will be issued within 14 days of receiving the goods back or 14 days after the day you provide proof of return. We work in accordance to the Consumer Rights Act and by law we have 14 days to complete a refund from the day we and the customer come to an agreement that a refund will be required. Refunds are subject to the returns criteria being adhered to.
Customer support is available at from Monday to Thursday 9am to 5pm and Friday 9am to 2pm. The office is closed over the weekend and bank holidays.
Delivery
Our ultimate aim is to provide customers with top quality furniture, at great value prices, delivery on time and in one piece! We will not be shouting about speedy next day delivery as we know from experience this only causes mishandling of product as warehouses and carriers try to rush an order through.
On the other hand we do want to get your order to you as quickly as possible and aim to do this in most cases within 5-7 working days, the exception will be bespoke ready assembled furniture which is handmade and can take up to 4 weeks. And the most important bit of information…delivery is FREE!
All our deliveries are UK mainland only (will confirm on item page if we cover elsewhere) from Monday to Friday between 8am and 8pm.
Delivery process (in most cases):
1. Before ordering anything please measure the floor space where the item will be housed. Please also measure your door space so the item can fit through (especially for assembled furniture).
2. We will confirm your order within 24 hours and all details will be passed over to our suppliers.
3. They will then contact you within 24-48 hours to confirm receipt of order and in most cases advise of a delivery date. This will be done either by text, email or phone call – depending upon what information was provided with the order.
4. 1 or 2 days before delivery you will be advised again of the delivery date and an estimated time window.
5. In most cases you will be provided with a tracking no so you can track the process of your order.
6. In most cases you will be contacted 1 hour before delivery arrives.
7. All assembled furniture will come with handles fixed on the inside to prevent damage to item(s) and property. Wardrobes larger than 2 doors will be split into sections so they can be easily taken through your property without damaging anything. These will be bolted together once in the room of choice and handles fixed on the outside.
8. Delivery to room of choice (if 2 man item) and packaging removed and disposed of on all ready assembled furniture.
We will keep you informed all the way through the order and delivery process so you get a world class customer experience.