Returns & Cancellations - FAQs

In some circumstances we may be able to cancel your order, so please call us on 03452 505502. However, if you've received email confirmation that your order has already been despatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products. 

For made to order/special order products you have 48 hours from date of purchase to cancel this with us without incurring any charges. If you decide to cancel an online Made to Order or Special order product after this time period, then it is highly unlikely that we can sell it to another customer at the full selling price. We therefore reserve the right to charge a cancellation fee of 25% of the order value. 

For information on our refunds and returns policy please click here.

No we don't. For standard non-furniture orders, you can return the order to us at your own cost. We can arrange a collection for you, but this will cost £10 or the actual cost, whichever is higher.   For furniture orders, the cost is £50, or the actual cost, whichever is higher. 

If you are unhappy with your purchase please let us know. Unless faulty, you have up to 28 days from the date of receipt of purchase to return this to us. Please see our refunds and returns policy for full details.

You must take great care not to damage or alter the product, as the amount we will be able to refund will depend on whether we can sell the product again at full price. Please ensure there is no damage to the product, or the packaging where possible. Please do retain the packaging and return it with the product.

We will process your refund within 5 working days of receiving the product back to or warehouse. This refund may then take up to 5 working days to be processed by your bank. 

If your product has been "made to order", i.e. we have placed an order based on options decided by you, then unfortunately there is a cancellation charge that will be applied. This cancellation charge can be up to 25% of your order value. You will also need to cover the cost of returning the product to us. Please note this also applies to other "made to order" products such buildings; sheds; divan beds; headboards etc. Please do contact us with any questions about our refund policy, or see the full details here.