Returns & Refunds

Returns - £30 small items, £60 large items, plus any postcode surcharges

  • Items must, where possible, be returned in their original packaging
  • Our drivers may remove the packaging on the back of the lorry. If you think you might return any item please be sure to ask for all the packaging
  • You must notify us within 7 days of receipt
  • The item/s must be unused and you must take reasonable care of the goods whilst in your possession
  • You must ensure the items are wrapped and ready for collection prior to the vehicle arriving
  • Refunds will be processed after the items have been inspected and can take up to 30 days
  • Mattresses, pillows and sofa beds are non returnable once used

Will it fit? – returns fee payable if your item/s do not fit

  • You must double-check the dimensions to check it will fit into your room of choice
  • Common problems include narrow door frames, awkward staircases, passenger lifts and any right angle turns once inside the property. 3 seater sofas are especially prone to these restrictions so particular care should be taken when ordering a sofa this size or larger
  • You must also check there is suitable access for the delivery vehicle. The rule of thumb is if a standard sized dust bin lorry can get to your property then so can we
  • Items returned due to access will be refunded minus the return fee
  • If you have paid for premium delivery you can return your order for free with the driver. However, if you wish to return your order after the driver has left, you will incur the standard return fee.
  • If you are unsure, please call us on 0800 035 0070 and we’ll be glad to help

If you are out - £30 small items, £60 large items, plus any postcode surcharges

As you will have been given prior notification of your delivery date, if you are not available to take delivery, then there will be a re-delivery charge as follows:

  • £30 re-delivery fee for small items, plus any postcode surcharges
  • £60 re-delivery fee for large items, plus any postcode surcharges
  • Large items re-delivery fee will be reduced to £30 if you have the item/s redelivered within 7 working days

What if my order arrives damaged? – you must check for packaging and product transport damage on delivery

  • You must inspect the packaging and mark any damage on the drivers terminal
  • You must call us while the driver is still there
  • We will fix or replace any damaged item
  • Your statutory rights are not affected

Changing or cancelling your delivery date

  • You must notify us 4 working days before delivery as orders are collected by our carriers in advance

Distance Selling Regulations

  • If you have ordered under the Distance Selling Regulations, you have a statutory right to cancel your order up to 7 working days after delivery, and receive a full refund.
  • If you decide to cancel your order under Distance Selling Regulations you must return the items to us however if you would prefer for us to collect then we will deduct the collection charge from your refund.