1. Your right to change your mind
If you are a consumer, you have 14 days from the day you receive your order to tell us you want to cancel it, without giving a reason. This right comes from the Consumer Contracts Regulations 2013 in the United Kingdom and from the Consumer Rights Directive in the European Union.
If your order arrives in more than one parcel, the 14 days run from the day you receive the last one. Once you have told us, you have a further 14 days to send the goods back.
We do not sell personalised or made-to-measure items, so the exclusion that normally applies to them never applies to anything you buy from us.
2. How to start a return
Message us through the contact form with your order number and which items you want to return. We will reply by email with the return address and confirm what happens next — please wait for that reply before sending anything back, so that your parcel goes to the right place. If you have an account, you can also open the order under your orders and start the return from there.
You may also simply write to us in your own words to say that you are cancelling — a clear statement is enough, and you do not have to use a form.
3. Cancelling before your order is dispatched
If your order has not yet been dispatched, tell us as soon as you can and we will cancel it and refund you in full, including delivery. We cannot always stop a parcel that is already with the courier; if it has left, treat it as a return under section 2.
4. Condition of returned items
You may handle the goods as you would in a shop — unpack them, look at them, check they are what you expected. Please return them complete, with any fittings, fixings and instructions, and in the original packaging where you still have it: flat-pack furniture travels safely in its own carton and rarely in anything else.
If the value of the goods has been reduced because they were handled more than was necessary — assembled and used, scratched, or returned with parts missing — we may deduct a reasonable amount from your refund to reflect that.
5. Who pays the return postage
You pay the cost of returning goods when you have changed your mind. Our items are shipped internationally, so return postage can be a significant amount for larger pieces — please ask us for an estimate before you post if that matters to your decision.
We pay the return cost when something is wrong — if an item is faulty, damaged in transit, or not what you ordered. See section 7.
However you send it, use a tracked service and keep the proof of postage. That receipt is what starts your refund — we do not wait for the parcel to arrive once you can show it is on its way (section 6) — and it is the only way to trace a return that goes missing. For a large or heavy piece, check that the cover the carrier includes matches the value of the goods.
6. Refunds
- We refund to the same card or payment method you paid with, through Stripe. We cannot refund to a different account.
- We refund the price of the goods plus the standard delivery charge you paid to receive them. If you chose a faster or more expensive delivery option, we refund the standard cost rather than the premium.
- If you keep part of the order, the delivery charge is not refunded.
- We email you when your return reaches us, so that you know it arrived and is being dealt with.
- We issue the refund within 14 days of receiving the goods back, or of you showing us proof that you have sent them, whichever comes first. How quickly it appears on your statement then depends on your bank.
7. Faulty, damaged or wrong items
Nothing in this policy affects your legal rights. Under the Consumer Rights Act 2015, UK consumers can reject faulty goods and get a full refund within 30 days of delivery, and can ask for a repair or replacement after that. Consumers in the European Union have equivalent rights, including a legal guarantee of two years. Those rights apply in full whether or not you follow the steps set out below — the steps are there to get you a faster answer, not to qualify anything you are entitled to.
7.1 Checking your order at the door
Our furniture travels a long way to reach you, and the moment of delivery is when transit damage is easiest to establish. We ask that you open your parcel and check its contents while the driver is still with you. It takes a couple of minutes and it is the single most useful thing you can do if something has gone wrong in transit. Where the driver is unable to wait, we strongly recommend that you at least examine the outside of the carton before accepting it.
7.2 If something has been damaged in transit
- Ask the driver to record the damage. Every carrier we use can add a note to the delivery record or raise a damage report at the door. Please ask for this before the driver leaves, and make a note of the driver's name and the time of delivery if you can.
- Photograph everything — the outer carton, the packaging inside it, and the damaged part of the goods themselves.
- Keep the packaging until the matter is settled. Carriers routinely ask to inspect it.
- Tell us through the contact form, quoting your order number and attaching the photographs. We ask you to do this within 48 hours of delivery wherever possible. This is a request and not a deadline — it does not limit any right you have — but it materially helps us claim against the carrier, and a claim we can substantiate is one we can settle quickly.
7.3 How we put transit damage right
Where the damage has been recorded with the driver, we treat it as established and handle your case as a priority. The choice is yours: we send a replacement free of charge, at our cost and with nothing for you to send back, or we refund you in full. We pursue the claim against the carrier ourselves — that is a matter between us and them, and your resolution does not wait on its outcome.
If there was no opportunity to have the damage recorded, you have not lost anything. Your statutory rights are unaffected and we will still put the matter right. We will ask you for photographs of the goods and their packaging, and in these cases the outcome may take longer while we investigate with the carrier — which is precisely why we ask you to check the parcel at the door.
7.4 Faults you find later, and wrong items
Not every problem shows itself at the door. If you find a fault once the item is unpacked, or what arrived is not what you ordered, tell us through the contact form as soon as you notice it, with your order number and photographs. Photographs usually let us resolve things without you posting anything back, and where a return is needed we arrange it and cover the cost.
With flat-pack furniture a fault is often one part rather than the whole piece — a scratched panel, a cracked fitting, a missing bag of screws. Where that is all it is, we can send the replacement part on its own, free of charge and with nothing for you to send back, which is far quicker than returning a large carton. Tell us the part number from the assembly instructions if you can find it, and send a photograph. You never have to accept a replacement part: the rights described above are yours either way.
8. Import duties on returns
We pay the import duties and taxes on your order when it is delivered to you, so there is nothing for you to reclaim if you send it back — your refund is not reduced by them.
9. Related pages
Delivery times, carriers and costs are on our delivery page. The full terms of sale, including how a contract is formed, are in our terms and conditions.