Returns
Change or cancel an order
If you wish to change or cancel an order contact our Customer Service team on 08000 428 969 any time between 2pm and 9pm Monday - Friday, & 10AM to 6PM on weekends & Bank Holidays. Please have the order number and date the order was placed to hand.
If your products have already been delivered, then you will need to follow our returns procedure. Click here for more information about returns.
Track your order
To check your order status, just click on the Customer Login link at the top right of the page, sign in and then My Orders.
- Order received means your order hasn't been processed yet.
- Order processing means your order could be at any point between the warehouse receiving it and despatching your goods.
- Despatched means your order has left our warehouse. You'll receive an email confirming despatch.
- Cancelled means your order has been cancelled either by you or us.
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team or telephone on 08000 428 969 between 10am and 9pm, 7 days a week.
Your purchase history
To find out more information on your past orders, please click here to sign into your account.
Returns procedure
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging.*
If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
Returns via courier collection
- Complete our online form including: order number, stock number, the reason for the return and whether you want a refund or a replacement.
- We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return - free of charge.
- Click here for our online returns form
Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.
Refund policy
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging.*
If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
Delivery charges
We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted. We do not charge for returns except for unwanted purchases of furniture, large electrical appliances. *
Unwanted purchases of furniture and large electrical appliances
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture and electrical appliances to ensure successful delivery, and to confirm that the product is the right size for your needs. Where large products are returned as unwanted, we reserve the right to make a charge of L50 to cover the collection cost. *
Cancellation of made-to-order products
Should you wish to cancel your made-to-order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of up to 20% of the full selling price. In respect of specially ordered products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.*
*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations please see our Terms & Conditions.
