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Shipping & Returns Policy
Shipping & Returns
Please read this policy carefully before placing your order. By purchasing from us you agree to the terms set out below. This policy covers all orders placed on our website.
DELIVERY
Free UK Mainland Delivery
We are pleased to offer FREE delivery on all orders to UK mainland addresses. No minimum spend. No hidden charges added at checkout. The price you see is the price you pay.
Delivery Timeframes
Orders are typically delivered within 7 to 10 working days from the date of purchase.
Important: All delivery timeframes are estimates only and are not guaranteed. Delays may occasionally occur due to courier availability, weather conditions, supplier lead times, peak periods, or circumstances outside of our control. We are unable to accept liability for any losses arising from delayed deliveries.
Our Delivery Partners
We work with a number of trusted courier partners including DPD, Evri, DHL, UPS, and others, selected at our discretion based on your location and order size.
Order Tracking
Where a tracked service is available, tracking information will be provided directly by the courier. Please note that not all deliveries are sent on a fully tracked service. If you have not received tracking details, this does not mean your order has not been dispatched.
Delivery Attempts
Our couriers will make up to 3 delivery attempts. If delivery is unsuccessful, the courier will leave a card or notification with instructions to rearrange delivery.
If all delivery attempts are unsuccessful and the order is returned to us, a re-delivery charge may apply before we are able to resend your order.
Split Deliveries
Please be aware: Some orders may arrive in separate deliveries on different days. This may occur due to warehouse location, parcel size, or courier network routing. If only part of your order arrives, please allow the full delivery window before contacting us.
Refused Deliveries
If a delivery is refused at the door without prior agreement with our customer service team, the order will be treated as a return. Return and collection costs may be deducted from any refund issued.
Access & Property Responsibility
Customers are responsible for ensuring there is suitable access for delivery of large items, including doorways, hallways, stairways, lifts, and all other access points within the property. We cannot be held responsible if an item is unable to be delivered due to restricted or inadequate access. In such circumstances the order will be treated as a failed delivery and our returns policy will apply.
Customer Delivery Information Responsibility
Customers are responsible for ensuring all delivery information provided at checkout is accurate and complete, including delivery address, postcode, and contact telephone number. We are unable to accept responsibility for failed or delayed deliveries caused by incorrect, incomplete, or inaccessible delivery information provided by the customer.
Inspect Your Order Before Assembly — Critical
You must inspect all items upon delivery and before beginning assembly. Any visible damage, missing parts, or discrepancies must be reported to us within 48 hours of delivery, with photographic evidence where possible. Do not begin assembly until you are completely satisfied that all parts are present and in good condition. Once an item has been assembled, your options for return or replacement may be significantly affected.
Areas We Cannot Deliver To
Free delivery and standard delivery services are not available to all locations. Delivery restrictions apply to certain postcodes and locations including but not limited to:
• Scottish Highlands
• Northern Ireland
• Channel Islands
• Isle of Man
• Isle of Wight
• Other remote or offshore locations
Most products cannot be shipped to these locations at all. If you are unsure whether we can deliver to your address, please contact us before placing your order.
RETURNS & REFUNDS
Your Right to Cancel — 14 Day Cooling Off Period
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order and return your item within 14 days of receiving it, provided the item meets all of the conditions set out below.
Conditions for Change of Mind Returns
To qualify for a change of mind return, all of the following conditions must be met:
• The item has NOT been assembled
• The item has NOT been used
• The item is in its original, undamaged packaging
• The item is in a fully resalable condition
• The return is requested within 14 days of delivery
• The return has been authorised by our customer service team before being sent back
Change of Mind — Customer Arranges & Pays for Return
If you wish to return an item because you have simply changed your mind, you are responsible for arranging and paying for the return of the item to us. We do not arrange collections for change of mind returns. You must organise your own courier and ensure the item is returned safely and in its original condition. We recommend using a tracked and insured service. We cannot be held responsible for items lost or damaged in transit during a customer-arranged return.
Return Costs — Change of Mind
Where applicable, the original delivery charge may also be deducted from the total refund amount. For large furniture items, return postage costs can be significant. Please consider this carefully before placing your order.
Items We Cannot Accept Returns For
We are unable to accept returns for the following under any circumstances:
• Assembled items
• Used items
• Items not in their original packaging
• Items damaged after delivery due to customer handling, assembly, or misuse
• Custom-made or special-order items
• Items where the 14-day return window has expired
How to Request a Return
All returns must be authorised by our customer service team before the item is sent back. Please do not return any item without first contacting us and receiving authorisation. Unauthorised returns may be refused upon arrival.
To request a return, please contact us via the contact form on our website. All messages are responded to within 24 hours.
Inspect Before Assembly — Your Responsibility
We strongly advise all customers to inspect every component carefully before beginning assembly. Once an item has been assembled it may no longer qualify for a return or refund, even if a fault or damage is discovered during or after assembly. Please lay out all parts, check them against the parts list in the assembly instructions, and do not begin assembly until you are completely satisfied that all parts are present and in perfect condition.
DAMAGED & FAULTY ITEMS
Reporting Damage or Faults
If your item arrives damaged or develops a fault, please contact us within 48 hours of delivery with the following:
• Your order number
• A clear description of the damage or fault
• Photographic evidence of the damage — essential
• Confirmation that the item has NOT been assembled
Reports received after 48 hours from delivery may not be eligible for resolution under this policy.
How We Resolve Damaged or Faulty Items
Where damage or a fault is reported correctly and within the required timeframe, we will work to resolve the issue as quickly as possible. Our resolution process is as follows:
Step 1 — Replacement Parts
In the first instance we will attempt to send replacement parts to resolve the issue at no cost to you. This is the fastest resolution and avoids the need to return the item.
Step 2 — Collection and Full Replacement
If replacement parts are not available or do not resolve the issue, we will arrange collection of the faulty item at our cost and send a full replacement unit.
Step 3 — Refund
A full refund will only be considered once replacement parts and collection and replacement have been explored and are not possible or appropriate. This is in line with the UK Consumer Rights Act 2015.
For damaged or faulty items, we arrange and pay for collection. You do not need to organise or pay for return postage in these circumstances. However the item must not have been assembled, and damage must be reported within 48 hours of delivery with photographic evidence.
Damage Discovered During Assembly
If you discover damage or a missing part during assembly, stop immediately. Do not continue with assembly. Contact us with photographs and your order number before proceeding further. Continuing to assemble an item after discovering damage may affect your ability to claim a resolution.
Transit Damage
If an item arrives with visibly damaged outer packaging, please make a note of this with the courier at the point of delivery where possible. This helps us process a claim with the courier on your behalf.
Damage Caused After Delivery
We cannot accept responsibility for damage caused after delivery, including damage caused during or after assembly, through misuse, improper handling, modification, or accidental damage. These situations are excluded from our damaged and faulty items policy.
CANCELLATIONS
Cancelling Before Dispatch
You may cancel your order at any time before it has been dispatched from our warehouse. To request a cancellation, please contact us immediately via the contact form on our website.
Important: Some orders are processed immediately through our automated warehouse systems and may not be cancellable after the point of purchase, even if you contact us quickly. We will always do our best to stop an order but cannot guarantee cancellation once it has entered the dispatch process.
Cancelling After Dispatch
Once an order has been dispatched it can no longer be cancelled. You will need to wait for the item to be delivered and then follow our change of mind returns process. Please note that you will be responsible for arranging and paying for the return of the item to us.
Cancellation Refunds
If your cancellation is received and processed before dispatch, a full refund will be issued within 3 to 5 working days to your original payment method. If the order has already been dispatched, the refund will be processed under our Returns & Refunds policy and may be subject to deductions.
GENERAL
Refund Timescales
Once we have received and inspected a returned item, refunds are typically processed within 3 to 5 working days. Refunds will be issued to your original payment method.
Return Packaging
All returned items must be in their original, undamaged packaging and in a fully resalable condition. Items returned without original packaging, or where packaging has been significantly damaged, may not be accepted or may be subject to a deduction from the refund amount.
Colour & Product Variations
Product colours and finishes may appear slightly different on screen compared to the physical product, due to monitor settings, photography lighting, and natural manufacturing variations. These variations are not considered faults and do not qualify for a return under our change of mind policy.
Natural Material Variations
Products featuring natural materials or wood-effect finishes may contain slight variations in grain, texture, or colour. These are natural characteristics of the material and are not considered defects or faults.
Fraudulent Claims
We take fraudulent claims seriously. Any fraudulent or misleading claims relating to missing items, damaged goods, or non-delivery may be investigated and reported to the relevant courier, payment provider, and where appropriate, the relevant authorities.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
PLEASE NOTE: WE SOMETIMES USE THIRD PARTY FULFILLMENT CENTRES TO SHIP OUR PRODUCTS ON OUR BEHALF. THIS HAS ALLOWED US TO HAVE THE MAJORITY OF OUR PRODUCTS IN STOCK AND TO OFFER COMPETITIVE PRICES WITH FAST SHIPPING TIMES
Contact Us
For all delivery, returns, and refund enquiries please contact us via the contact form on our website. All messages are responded to within 24 hours, seven days a week.
