All prices on the website are inclusive of VAT unless otherwise stated. Prices listed on social media, emails and blog posts are correct at time of posting but can be subject to change without prior warning. Please check our website for the most up to date pricing. We are under no obligation to provide the product(s) to you at an incorrect (or lower) price, if the pricing error is obvious and unmistakable and can reasonably be recognised as a mis-pricing.
To complete a registration online you will need a valid email address. You will receive all private information through this, such as your individual password, confirmation of order and dispatch. If you have consented to email marketing, we’ll also send you updates on promotions and new product launches. You can opt out of marketing emails at anytime by clicking the unsubscribe link in our email communications.
For your security purposes, we do not store any debit or credit card details. You will therefore be required to re-enter your card details when placing any future orders.
We reserve the right to suspend or cancel a registration without prior notice if we find that the Terms and Conditions have been breached.
Deliveries & Fees
Mainland UK Standard Delivery costs £19.99 and Selected Scottish Mainland Standard Delivery is £29.99. If you select an alternative delivery method, such as a weekend delivery, this will incur a higher cost for the service. This cost will be fully visible when you select your delivery method at the checkout.
Please note that allocated delivery time slots are subject to change without prior notice and we do not compensate for deliveries outside of these estimated time slots. This is often down to factors out of our control such as heavy traffic or bad weather. Please check your live tracking link for the most up to date status of your delivery.
If you would like your goods delivered to a different address to the address you provided at point of order, please give us 48 hours notice. This is so we can replan the route with our delivery partners. Further information may be requested when you talk with on of our team and we will also need you to provide the change of address in writing. Please note that if you are paying by fiance, your delivery and billing address need to be the same or we cannot fulfill your order. For more information on our 0% finance payment option, please click here.
A person aged 18 or older needs to be present to receive a delivery and sign for the items. This person is responsible for checking the box and products before signing. Anything that is signed for with no damage being reported at the time may be disputed if you report damages in transit at at a later date.
As standard, our delivery company is only able to deliver up three flight of stairs if the team deem it is safe to do so. For more information regarding deliveries, please take a look at our Delivery Processes page.
If you wish to return your purchase(s) once it has been dispatched, please read the relevant section below that relates to your type of return:
- 1. Replacements
- 2. Unwanted products
- 3. Faulty products
- 4. Lost or stolen products
- 5. Incorrect products
If your goods arrive and you realise that you’d like a different colour, size, or even product, it’s not a problem. We can collect your order free of charge as long as the goods are unassembled, unused and still have the original packaging. If the replacement goods are in stock, we will deliver your new order at the same time as we collect the old one. If your goods are out of stock, we will still collect your unwanted items and arrange delivery for your new items when the products become available. Please note, if we are returning an delivering your items on separate deliveries this may incur an additional delivery fee.
2. Unwanted Products
We want you to be 100% happy with your order. So if you find the items are not quite what you wanted, you can return your order within 30 days of delivery under our full money back guarantee. Returns are free of charge however please note, if we are returning an delivering your items separately this may incur an additional delivery fee.
You are able to return your order no matter the issue within 14 days. Within this time period we are able to collect your items but may charge a fee if you do not keep the original packaging. If you change your mind after this time period, we are still able to charge for the packaging but are under no obligation to accept your goods back to us.
To return your order, please ensure the items are unused and in a re saleable condition if you are returning them after 14 days of receiving your order. Goods requiring assembly can be returned once constructed, however, the goods must be undamaged. We reserve the right to make a deduction for damaged items, subject to substantiation as to the devaluation.
Please note that you are responsible for ensuring that all product(s) are in their original packaging and wrapped securely. If you no longer have the original packaging, we ask that you adequately repack the furniture with alternative packaging to ensure no damage is incurred during collection and return. We may require images of this before we make the decision as to whether the goods can be returned in alternative packaging. We also reserve the right to charge for your collection if you don’t keep hold of the original packaging.
We will check the state of the product on receipt and this will dictate whether you receive a full refund.
3. Faulty products
Any products that you have received with a defect or manufacturing fault on delivery must be reported within a reasonable time, which we suggest is within 48 hours. Please log onto the Aftersales Section of the website and complete a returns form. If possible, please attach photographs so that we are able to analyse the fault. We will contact you to confirm the case has been accepted and arrange for a replacement to be sent. If you have not received confirmation that your return has been logged, please contact us via email on firstname.lastname@example.org or via phone on 020 3588 1380.
All of our products are covered by a One Year Structural Guarantee. Therefore, if any of our products develop faults during this time, please contact us so we can discuss a replacement. Please note our One Year Structural Guarantee does not cover general wear and tear. This also does not affect your statutory rights.
Exemptions to this guarantee are:
- Domestic products used in a commercial environment
- General wear and tear
- Faults due to manufacturing issues
- Electrical goods
We recommend that if the box or packaging is damaged on receipt, that you check the products inside before signing for them.
If you are unable to examine the products inside a damaged package on receipt, and find that once you have opened the product(s) it is clear to see they have been damaged in transit, please report this within 48 hours. You must also sign the POD (point of delivery) as unchecked. You can do this by logging onto our Aftersales Section on the website and completing a returns case. Pictures help us to speed up the returns case, so please if possible upload pictures of the damage including the outer packaging. As soon as the case has been logged we can collect the damaged item free of charge and issue you with a replacement.
Please note that if product(s) are being returned to us, you are responsible for ensuring that you use the original packaging and ensuring the parcel is securely wrapped. If you do not have the original packaging, we ask that the products are still adequately repackaged. We will still collect your order without the original packaging, however, please note that we have the right to charge for this service. We may also require images of this before we make the decision as to whether the goods can be returned in alternative packaging. We will then check the state of the product on receipt and this will dictate whether you receive a full refund.
If you are using your own courier service to deliver or return your product(s), we will not be held responsible for damaged goods and therefore you will be unable to claim for a refund or exchange.
4. Lost or stolen products
If your parcel is lost or stolen, you must report this to us immediately. We will investigate the case and try to locate your parcel. If unsuccessful, we will issue you with a replacement. Please note that if it has been lost through delivery and you have used your own courier company, we will not be held responsible for the loss and you will be unable to make a claim.
We will also not be held responsible for any parcels that are lost, stolen or damaged when being returned to us when you have arranged the return of your order.
5. Incorrect products
If you have received any incorrect items please contact us on 0203 588 1380. Please note that sizes, dimensions, weights and colours of products are approximate. It is therefore the responsibility of the customer to check that the measurements of their items are suitable and to get in contact with us within a reasonable period of time if the items are not correct. This is why we ask that you check your items before you sign for them.If your product is not suitable it must be returned to us unassembled, unused and in its original packaging or alternative but adequate packaging. Please note we may require images of this before we make the decision as to whether the goods can be returned in alternative packaging.
Once we have processed your refund, the funds leave our account immediately but it can take up to 10 working days to reach your account. If you have not received your refund after this timescale, it may still be processing by the receiving bank.
Customer Service and Complaints Procedure
Your overall satisfaction with our service is the key to our business. If regrettably you do have any outstanding issues, please contact our customer service manager at email@example.com or call on 0203 588 1380 during business hours. We aim to answer all emails within 24 hours of any working day.
We reserve the right to change the price, description and image of a product and withdraw a product from our website without prior notice. This also means that we cannot be held responsible for newer products not matching those previously ordered, both in design and colour. We reserve the right to cancel any order without notice. This does not affect your consumer rights.
There may be moments where you cannot access this website due to system failure, maintenance, repair or for reasons beyond our control.
To make our products accessible and affordable for everyone, we pride ourselves on running an everyday, low pricing strategy. We do have offers throughout the year which can include discounts or free delivery and these will be fully advertised on our website. If you would like to be notified when we will be running any discounts, it’s a good idea to sign up to our newsletter and we will keep you updated.
We do not advertise through third party coupon or discount websites, so if we are running discount codes they will be clearly shown on our website. If the code isn’t from our website, it won't work.
We can only apply one promotion at any given time. For example a free delivery discount code cannot be used when we have a sale, or any other promotion running. The exception to this is when a product has been discounted. In this case the product price will have been reduced on our website and not in the form of a blanket promotion or discount code.
Delivery process page
On the day of delivery you’ll be sent a confirmation of your two-hour time slot along with your unique tracking link. With our fully trackable delivery service, you’ll be able to see the status of your order when it is on the move so we can provide you both a high-quality and reliable service. You’ll also receive a call from your delivery driver 30 minutes before they are due to arrive, so you’ll know when to expect them. Please note that this time slot can be subject to change. This is generally because of factors out of our control such as bad weather or heavy traffic. Please check your live tracking link for the most up to date status of your delivery.