Cancellations & Returns
The following cancellations and returns information applies to online in-stock item orders only and excludes bespoke or made-to-order items.
Cancelling Bespoke items.
If the furniture you order is bespoke, this will be indicated to you by one of our sales consultants or by the online ordering team at the time of purchase.
For orders placed in-store, please contact the store directly.
If you wish to cancel a bespoke order (bespoke orders include goods that have been ordered to your personal specifications, are manufactured specifically for you and are not held in stock. For example in your personal choice of colour, fabric, size, action or orientation.) then please contact your Sales Consultant or the online ordering team as a matter of urgency.
We will endeavour to cancel the item with the manufacturer although charges may apply even if we can achieve this. However, if the goods are already in the process of being made we will be unable to cancel the order and you will be legally obliged to fulfil the contract and continue with your order.
If you want to cancel your in-stock item order pre-delivery, read here…
Changed your mind after placing your order?
You can cancel your online order for in-stock items at any time prior to delivery with no charges. All you need to do is advise us in writing, either by post or email. Our contact details can be found at the bottom of the page.
Once we confirm with you that we’ve received your cancellation pre delivery, you’ll receive a full refund to the original payment method used to pay for the item(s).
Typically, refunds to credit and debit cards can take up to seven working days, but this varies depending on the bank. Please contact your card issuer or bank directly with any queries.
For more information please refer to our terms and conditions, sections 4.2 to 4.5 inclusive.
If you want to return an in-stock item after delivery, read here…
Don’t want to keep your purchase of in-stock items?
Just notify us in writing within 14 calendar days from the day you receive your order.
Write to us either by post or email, telling us that you no longer wish to keep your order along with your reason for returning it. Our contact details can be found at the bottom of this page.
Returning your in-stock item order to us?
It’s easy. Simply take your order to our store collection point in Chandler’s Ford and receive a full refund – including your original delivery charge.
Please ensure that your order is in the condition that you received it. To help you with your return, you can purchase from us large plastic bags to cover items of upholstery or mattresses.
In some instances we may be able to collect the items from you. To do this, we will charge a collection fee which depends on the type of item(s) you wish to return and where you live. To cover our transport costs, the charge will be 30% of the value of each item or a minimum of £100, whichever is greater.
We would ask you to firstly ensure any item for return is in the condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse.
You musty ensure that the item(s) is available for collection within 14 days.
When we have confirmed that the item(s) is back in our warehouse and has been inspected, you will receive a full refund to the original payment method you used, less the cost of the collection of the item.
Typically, refunds to credit and debit cards can take up to seven working days, but this varies depending on the bank. Please contact your card issuer or bank directly with any queries.
For more information please refer to our terms and conditions, sections 4.2 to 4.5 inclusive.