CAN I RETURN MY PRODUCT?
We aim to ensure a smooth shopping experience for all our customers. However, it’s important to understand that we are unable to accept returns on items that are made to order, personalised, bespoke, altered, or in any way customised to your specifications. This policy is in line with Clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and Clause 28(b) of the Consumer Contracts Regulations 2013. ‘Made to order’ items are defined as those that are custom produced according to the finishes you select and are put into production following these chosen specifications. Please be aware that all ‘made to order’ items are clearly marked on their respective product pages.
Please ensure the item and finish you order meets your requirements, as changes to the order are not possible once production has commenced or if the delivered item differs from your expectations, except in cases where the supplied item or specifications do not match your order confirmation. Additionally, it is essential to verify that the item can be accommodated in your property. We assume that you have checked the dimensions of the product and confirmed that it will fit through all doorways, stairwells, and into the intended space.
Should you wish to return or exchange a standard, off-the-shelf item—where no custom finishes have been specified—you are welcome to do so within 14 calendar days of receiving your order. Please note that any refund will exclude the original delivery cost.
For your return to be accepted, the item must be in new, unused condition, complete with all original, unmarked packaging and product tags still intact. “New and unused” signifies that the item should show no marks or any signs of wear. If the returned item does not meet these conditions, it will be sent back to you.
HOW DO I CREATE A RETURN?
Should you opt to return items, please note that you’ll be responsible for covering the return shipping costs. We strongly recommend retaining all original packaging to ensure the item is securely repackaged for transit. Additionally, it’s your responsibility to insure the goods during transit to ensure they arrive at our UK warehouse in perfect condition.
If you’d prefer, we can organise the collection of any unwanted items for you, though please be aware that you’ll be responsible for covering these transportation charges. Should you agree to a collection date and subsequently fail to meet it, you will incur additional charges for each missed appointment.
Upon successful return of the items, a refund will be processed to the original payment method, less any applicable collection charges. If you wish to exchange your order, the same procedures and guidelines apply. Please note that collection and re-delivery charges will be incurred as needed, and any adjustments to your payment will be made accordingly.
RETURNING OUTSIDE THE RETURNS PERIOD
Should you return items outside the specified return periods outlined above, except in the case of faulty or damaged goods, we reserve the right to refuse a refund. In such instances, if we need to send the items back to you, the applicable delivery fee will be charged based on the nature of the products and your location.
CAN I CANCEL MY ORDER ONCE IT IS PLACED?
You have the right to cancel your order, but please note that certain conditions apply. If you wish to cancel, it’s imperative that you contact us either via phone or email as soon as possible.
For standard items, you can cancel your order without issue. However, orders for bespoke or made-to-order products are subject to a 48-hour processing window. Within this period, any changes or cancellations must be communicated to us. After this 48-hour period, changes or cancellations are not permitted, as we would have already initiated the manufacturing process with our suppliers.
Due to the custom and exclusive nature of these items, they aren’t kept in stock. Once your order has been processed beyond the initial 48 hours, it is set into production and, owing to its personalised nature, cannot be changed or cancelled.
HOW LONG DOES IT TAKE FOR A REFUND TO BE PROCESSED?
Once we receive your returned item, your refund will be processed within 14 business days. We will confirm the completion of this process via email. Depending on your bank’s policies, the refunded amount should appear in your account within 7 to 10 working days thereafter.
WHAT HAPPENS IF I RECEIVE A FAULTY OR DAMAGED ITEM?
If your item is delivered to your property and the packaging is removed by our delivery team, you’ll be asked to thoroughly inspect the item. You’ll then be required to sign our Proof of Delivery note, confirming that the goods are in impeccable condition. Please note that once this document is signed, we can no longer accept claims for damage to the item.
Should you encounter the rare situation of receiving a faulty or damaged item, please reach out to us within 48 hours via email or phone. We’ll request that you send us photographic evidence of the issue, including images of the original packaging if possible. After assessing the situation, we’ll take prompt action to resolve the matter.