Access to your address

• In some parts of the country our larger vehicles cannot maneuver down small, narrow lanes. If you think we may have difficulty accessing your road, please advise us ahead of time. Perhaps we can plan to deliver to an alternative address or meet you at the end of the road; whatever it takes to deliver it to you and to avoid the disappointment and frustration of a failed delivery on the day. We normally provide Two-man room of choice for larger furniture items and curbside on pallets for flooring, and you might require help to take it inside your house.  If you're moving furniture around your home yourself, be aware that large mattresses and wardrobes can prove difficult and we cannot be liable for the goods not getting in, so do please check measurements of door-frames and stair wells prior to the delivery.
• On occasions deliveries may fail at the last minute for unforeseen reasons. For that reason, it is critical you do not dispose of your old furniture e.g. bed or mattress until your new one has been delivered.

Returns, refunds and your right to cancel

• We fully comply with distance selling regulations and strive to be fair, treating our customers how we would like to be treated ourselves. 
• Under the UK Distance Selling Law it is a customer's statutory right to be able to cancel/return any order made online.
• Any damages or discrepancies must be reported to us in writing within thirty (30) days of delivery to you. A phone call is not acceptable. In the event that you wish to cancel your order, please inform us as soon as possible by emailing [email protected]
• You enjoy of a right of having fourteen (14) working days in which to return an item for any reason. The product that you wish to return must be returned in same condition as supplied and must also be unused and in its original/appropriate packaging.
• If you wish to return an item, the charges for arranging a collection for your item(s) will depend on the courier usually but will usually equate to the delivery cost. This applies if you decide the item is not fit for your purpose or if you change your mind and decide not to keep the item(s).
• If you wish to return an item because of it being (a) damaged, (b) wrong, (c) defective or (d) incomplete, there will be NO charge for collection. But in all cases, you need to keep the original packaging. Without the original packaging, we will not accept returns even if there is any defect.
• If we have provided you with the assembly service our fitters will take away the packaging, If you are unsure about the product or are not happy with the product and there is a chance that you will return the item, we advise you to keep the packaging. If you do not have the packaging and want to return the item we may gonna charge you up to 50% of the order value.  
• Please Note:
  (a) Mattress covers, mattresses and pillows are not covered under this policy, for hygiene reasons. If a mattress is faulty or damaged, we will only be able to replace or repair it.
  (b) Made to order furniture is not covered under this policy, unless the item provided is substandard or has been unintentionally damaged by us during transit. Goods that have been made to order, made to your specification or finished in your required fabric cannot easily be offered for resale, so these are also classed as made to order, customised items.
  (c) Products from Buoyant Upholstery,Newtrend Concepts,Calligaris, Camel Group, Gallery Direct Made to Order Kayflex, Rauch, Maysons Furniture, Sweet Dreams, Welcome Furniture and Wiemann UK are 'Made to Order' and are only put in production once we receive an order. Items from these brands cannot be cancelled or changed. Made to order items include beds, fabric sofas, special-order wardrobes and mattresses.
  (d) Flat pack furniture on which you have attempted assembly is not covered under this policy.
  (e) Delivery charges and other service charges are not covered under this policy.
  (f) Once the thirty (30) working days’ time has lapsed, we cannot accept returns under this policy.
• Please allow two (2) working days for us to respond to you with a resolution to your query.
• If you wish to return an item, please store the items in the condition they were supplied to you in their original packaging.
• We reserve the right to refuse returns if the item packaging is not retained or if it is unsafe for our couriers to collect the item and bring it back to our warehouse.
• Upon receiving the returned items your refund will be then forwarded to our accounts team and the money will be credited to the card used for the original payment within thirty (30) days of the date of the item being received in our warehouse.
• Orders that remain undelivered for longer than six (6) weeks after you have been contacted to arrange delivery are liable to cancellation. We reserve the right to retain 50% of the order value plus accrued storage fees.
• All furniture must be delivered into your home within three (3) weeks of you being contacted to arrange delivery. A non-refundable fee of £30 per week will be charged where we have been unable to agree delivery with you within the three-week period.
• If you have reserved any stock and then wish to cancel the order each item will be subject to a storage cost of £30 per week.

Reporting goods damaged or broken

• Please note that you must report any damage within twenty-four (24) hours of delivery. If not reported in the specified time we may not be able to replace the item.
• Any service requests for damage or faulty parts will be processed in accordance with standard procedures and can take up to the same time as your original order time. 
• If damage has occurred during assembly, either by yourself or an appointed third party, we are not liable for the damage and are unable to offer a return or refund.
• If the product is proved to be defective or damaged, the customer must inform us before assembling the goods. We will first try to replace the damaged part(s). You can either email us a picture of the damaged part or identify it from the instructions. If you feel that we have sent you the wrong item or colour product, please notify us without assembling the goods. Once the goods are assembled, we have the right not to cancel or refund your order. We reserve the right to make a deduction for damaged items, subject to substantiation as to the devaluation. We will check the state of the product on receipt, and this will dictate whether you receive a full refund
• If upon inspection we agree that the item is defective or damaged in any way and we are not able to repair the item to manufacturing standard, we will arrange a collection.
• Please check your flat pack items BEFORE you start to assemble them.
• Please make sure that goods are checked during delivery and then signed for (P.O.D.).

FAQ's