Giving you peace of mind
Returns & Exchanges – Frequently Asked Questions
Can I cancel my order if I have not yet had delivery?
Yes, if you would like to cancel your order and you haven’t had delivery of it yet then please contact us as soon as possible. This can be done by calling 01829759259 or emailing [email protected]. If you can provide us with your order number or delivery postcode this will help us locate your order and deal with your request quickly. We will then arrange for a refund to be issued via the original payment method.
How can I cancel an item I have on order?
If you would like to cancel an item you have on order please contact us as soon as possible. This can be done by calling 01829759259 or emailing [email protected]. If you can provide us with confirmation of the item you are looking to cancel as well as your order number or delivery postcode this will help us locate your order and deal with your request quickly.
I want to return a product but I do not have the packaging
We recommend you don't dispose of the packaging until you are entirely happy with your item as we do ask for all returns to be returned in the original packaging. However if you have disposed on the packaging then please contact us and we will see what we can do. Please note if you paid for our unboxing and recycling service then our delivery team will bring packaging with them to ensure the safe return of your item.
How long will it take for me to get a refund?
Once we have received confirmation from our warehouse that your item has been safely returned to our warehouse we will process the refund. Please then allow 3-5 working days for the refund to be processed by your bank.
Can I return an item I have damaged?
If you have damaged or modified an item in anyway then unfortunately you wouldn't be able to return the item.
Can I return an item outside of your 30 day returns period if I change my mind?
Unfortunately after the 30 days returns period we would not be able to accept a product for return.
Will my delivery costs be refunded if I change my mind?
If you have paid for and received our unboxing and recycling service or paid for a pallet delivery service then this payment would not be refunded back to you.
My product has arrived damaged, what should I do?
While every effort is made to make sure your order is delivered in perfect condition we understand that sometimes this isn’t always the case. If any part of your order is received damaged or faulty then please contact us as soon as you can by emailing [email protected]. If you are able to include your name, postcode, brief description of the issue and some photographs this will enable us to resolve the issue quickly for you. Once we have received all this information one of our Customer Service Advisors will be in touch to discuss your options with you.
Can I change a delivered item for another item on your website?
Yes you can exchange your item for another item on our website so long as the original product is being returned within the 30 day returns period. To arrange this please email [email protected]
I have an issue with my order?
If you would like to report an issue with your order before or after you have taken delivery then please call us on 01829759259 or email: [email protected]
I am missing a part to complete the assembly of my item?
If you are missing a part to complete the assembly of your furniture then please email [email protected]. A member of our customer service team will then be in touch to resolve the issue with you.
I haven't received the fixing kit for my bed with my order?
The fixing kit for your bed is normally located in a red bag within some red ribbon attached. It can be found either within the centre support rail or wrapped up in cardboard within the box. Therefore please check all the packaging thoroughly. However if you are not able to locate your fixing kit then please email [email protected]. We will then arrange for one to be sent in the post to you.
I am missing shelf pins for my order?
All shelf pins are supplied in a red bag with some red ribbon attached. This bag is normally wrapped up in some cardboard within or attached to the box. However you should be able to see the red ribbon. If you are not able to locate your shelf pins then please email [email protected] and we will arrange for them to be sent in the post.