You have the right to cancel your order from the moment it is placed until 14 days after you have received the goods. If your order consists of multiple items, the 14 day period runs from the date you receive your last item. If you wish to cancel your order, you then have another 14 days in which to return the items to us. Please contact us as soon as possible to arrange collection of the item(s).
If you have changed your mind and would like to return your item to us, please fill in our returns form here within 14 days of receiving your order. We will then be in touch to let you know how to return it or arrange for a collection.
Once the collection we arrange has been completed, or once you have confirmed that you have sent your item using any other method at your own cost, we will issue a refund minus any collection costs (Collection costs will only be deducted if we have arranged a collection for you).
We do our upmost to ensure all orders are picked correctly and packed carefully however mistakes can sometimes happen!
It is important that you inspect your order on delivery to ensure you have received the correct item and/or they have not arrived damaged. If you are not happy, please contact us within 14 days using the returns form adding any photos of the damaged items or information of the incorrect item. We will then assess your complaint and let you know how to return the item or arrange a collection. We will either issue a full refund or arrange for a replacement to be sent.
If you need to return an item because it is faulty, or because of something we have done wrong, we will not charge you for the return/collection.
However, if you are returning an item because you have changed your mind, you will be required to pay the cost noted below. This collection cost will be deducted from your refund total.
If we arrange a collection carried out by our third party courier, we will deduct a £7.50 collection fee from your refund total.
If you arrange to return your items by any other method at your own cost we will not deduct an additional return fee from your refund total. We recommend that you obtain a proof of postage and use a tracked delivery service.
You must obtain prior authorisation from us before returning your item, we are unable to process a refund without this.
If you return your whole order, we'll give you a full refund including your initial delivery fee, minus any collection fee.
If you only return part of your order, we will refund only for those items returned, minus any collection fee.
We do not refund any initial delivery charges if you are returning part of your order.
All items being returned must be dismantled and packed in the original packaging or, if original packaging is not available, in a sturdy box so that it arrives back with us in a saleable condition.
Collections are made by a third-party courier Monday to Friday only.
Collections are an “all day” slot and we are unable to allocate a time or request a morning or afternoon slot.
We can arrange a collection from any UK address so it doesn’t have to be from the original delivery address e.g. We can collect from a neighbour or your work address if you are struggling to wait in for a collection. Please add these details when completing our returns form.
We understand that you may have product related questions or may just need to know something that isn’t already covered in this section. Just email us on firstname.lastname@example.org or +44(0)1204 703730 and a member of our sales team will be able to assist.
Our customer service hours are:
Monday–Thursday: 8:15am to 4:45pm
Friday: 8:30am to 12:45pm
(Excluding all Bank Holidays and the period between Christmas and New Year)