Cancellations and Refunds - FAQs

There are different rules for in-store and online cancellations.

In-store

If goods are cancelled on instruction by you, the customer, a restocking/administration charge of 25% will be levied. In some circumstances, the duty manager will make a decision whether this can be less depending on the order and manufacturer, but this is not guaranteed.

Online

In compliance with the Consumer Contracts Regulations, you have a cooling off period where you may withdraw your order and therefore your agreement with us. The cooling off period is any time up to 14 working days after the day we have delivered the product to you. You must cancel your order in writing either by fax, letter or email. We must receive this within the 14-day period.

For hygiene reasons, divan sets pillows and mattresses cannot be returned or cancelled, unless in accordance with your legal rights e.g. if confirmed as defective by us. Once opened and used, these items are excluded from a 14-day cooling off period. Any products that are special order, bespoke or purchased in bulk are not subject to the cooling off period, we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric and sofa style has been special ordered from a supplier to your order requirements. If you have ordered something from stock and you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery.

Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. Please see Terms and Conditions or contact us for more information.

If you notice any damage on delivery, please advise the drivers. They can mark this on your delivery note and take any images if necessary. If you spot damage or missing items once they have left, please contact us and we will put you through to our Customer Service department who can deal with this. They will then advise you through the next steps.

In the unfortunate event that we have not provided the service you have paid for, please contact us and let us know. We will put you through to the right person who will try to help as best they can to put this right. We strive to be the best we can and any feedback is greatly appreciated.