Service
Returns and Exchanges
A room is the only place a sofa can really be judged. If the piece is not right once it is in yours, you have 30 days to send it back.
The short version
Three steps, no forms
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01
Tell us
Write to client services with your order number and a photograph of the piece in the room. No form, no queue, and an answer within one working day.
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02
We collect
Furniture is too large for the post. We arrange a collection day, charged at the same rate as the delivery of that piece.
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03
Refunded
Once the piece is back and checked, the refund goes to the original payment method within 10 working days.
If a piece is not right in your room, you can send it back.
Return window
You may return an unused piece within 30 days of delivery. Your statutory position is described separately under right of withdrawal, and nothing here limits it.
Starting a return
- Write to client services from the contact page with your order number and the piece you want to return. We answer within one working day.
- We confirm the return and arrange collection. Furniture is too large for the post, so it is picked up from your address.
- Once the piece is back with us and has passed inspection, we refund to the original payment method within 10 working days.
Condition
Pieces must come back in the condition they were delivered in, with all fittings and, where possible, the original packaging. Sitting on a sofa for a week to decide is expected. Marks, wear or damage are not.
Return cost
Collection is charged at the same rate as the delivery of that piece, and is deducted from your refund. If the piece arrived damaged or faulty, collection costs you nothing — use report a problem instead.
Exchanges
To change cover, colour or configuration, start a return and place a new order. That is the fastest route and keeps your new lead time clean.
Made-to-order pieces
A cover cut and sewn to your choice cannot be sold again as new, so made-to-order pieces sit outside the 30-day return. This does not affect your rights if a piece is faulty. If you are unsure about a cover, order fabric samples first. They are free, and they are the reason most of our customers never need this page.
Damaged on arrival? Use report a problem instead. Those are handled separately, and faster.
Does the piece have to be unused?
It has to be in the condition it arrived in, minus normal trying out. Sit on it, live with it for a week, keep it clean. Keep the packaging if you can.
What does the collection cost?
The same as the delivery of that piece, deducted from your refund. If the piece arrived damaged or faulty it costs you nothing — that goes through report a problem instead.
Can I exchange instead of returning?
Yes, and it is usually faster. Tell us what you would rather have and we price the difference before anything is collected.
What if only one module is wrong?
Modules are sold and handled individually, so a single piece of a configuration can go back without disturbing the rest.
Next
Related
Client services
Talk to a person first.
Most returns turn out to be a cushion arrangement or a cover choice. It costs nothing to ask, and we answer within a working day.