[ returns ]
Returns and cancellations
If something is not right, tell us and we will put it right. This page explains what can come back to us, why made to order furniture is treated differently, and how a refund works.
- Talk to us firstOne call to the showroom usually sorts it.
- 14 days on online ordersFor stock items bought through this website.
- Faults always put rightRepaired, replaced or refunded, whatever you bought.
- Your legal rights standNothing on this page takes anything away from them.
What you can return, and when
Almost everything we sell is made to order, so this is not quite the same as sending back a jumper. Find your order in the table below, and ring us if you are not sure which line applies to you.
| What you bought | Changing your mind | What to do |
|---|---|---|
| Stock items bought onlineCushions, throws, accessories and anything we hold in stock and send out by post. | 14 days from the day it arrives to tell us, and 14 days more to send it back | Ring or email us for a returns reference before you post anything |
| Standard range furniture bought onlineOrdered through this website in a size and fabric we offer as standard. | 14 days from delivery to tell us you have changed your mind | Get in touch and we will arrange collection. The cost of collection is yours. |
| Made to order furnitureBuilt for you in the size, fabric or finish you chose. Most of what we sell. | No automatic right to cancel once making has started | Ring us the moment you have doubts. If it has not gone into production we can usually change it. |
| Bespoke and made to measure piecesDesigned around your room and built to your own specification. | Cannot be cancelled or returned because you have changed your mind | Take swatches home and talk it through with us before you commit |
| Mattresses and divan setsHygiene rules apply to anything that has been slept on. | Only while the hygiene wrapping is unopened | Leave the wrapping sealed if you are at all unsure about size or firmness |
| Anything bought in the showroomOrdered or taken away in person at Ilkeston. | There is no cooling off period on an in-store purchase | Speak to us anyway. Where we can help, we will. |
| Fabric swatches and samplesSent out free so you can see a colour in your own light. | Yours to keep | Nothing to send back |
| Anything faulty, damaged or not as describedWhatever you bought, and however you bought it. | Always covered, and entirely separate from changing your mind | Tell us within 30 days of delivery and you can reject it outright |
The 14 day period comes from the Consumer Contracts Regulations and applies to orders placed at a distance, which means online or over the telephone rather than in the showroom. Goods made to your own specification are excluded from it by law, which is why made to order and bespoke pieces are treated separately above.
None of this applies to a fault. Anything faulty, damaged or not as described is covered whatever you bought and wherever you bought it.
How to return something
There is no portal and no form to fill in. You speak to a person, we agree what is happening, and we sort it out.
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Get in touch
Ring the showroom or send us an email with your order number, the date it was delivered and a line about what is wrong. A photograph helps enormously, particularly with damage or a fault.
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We agree what happens next
Depending on what you bought and what has gone wrong, that might be a repair, a replacement part, a replacement piece or a refund. We will confirm it in writing, along with anything you need to pay, before we do anything.
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Get it ready
Keep the item unused and in the condition it arrived in, and put it back in its original packaging if you still have it. Furniture and mattresses travel badly without it, and damage in transit is difficult to refund.
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Collection or post
Large items are collected by our own team on a day we arrange with you, so nothing has to go through a courier. Small items go back by post, and we will give you a returns reference to write on the parcel.
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Your refund
Once the item is back with us and we have checked it, we refund you within 14 days to the card or account you paid from. We will email to tell you it has gone through.
Before you send it back
A few small things make a return straightforward rather than a nuisance, and protect your refund if anything goes wrong in transit.
- Have your order number and the delivery date to hand.
- Wait for a returns reference from us. Parcels sent back unannounced can go astray.
- Keep the item unused and in the condition it arrived in.
- Keep the original packaging if you can, and do not cut off any labels.
- Leave the hygiene wrapping sealed on a mattress you might want to send back.
- Photograph any damage before you repack anything.
- Keep your proof of postage until the refund is in your account.
Your legal rights
Under the Consumer Rights Act 2015, everything we sell must be of satisfactory quality, fit for purpose and as described. If it is not, you have 30 days from delivery to reject it and ask for your money back. After that we have one opportunity to repair or replace it, and if that does not put things right you can still ask for a refund.
Under the Consumer Contracts Regulations 2013, you have 14 days to cancel most orders placed online or over the telephone and a further 14 days to return the goods. Goods made to your own specification, and anything clearly personalised, are excluded from that right. That is why made to order and bespoke furniture is treated differently on this page.
Your furniture also carries a manufacturer's guarantee covering the frame and the workmanship, set out on your order paperwork. Nothing on this page affects your statutory rights.
Returns questions
How long do I have to change my mind?
If you ordered a stock item online or over the telephone, you have 14 days from the day it arrives to tell us you have changed your mind, and a further 14 days to get it back to us.
Made to order and bespoke furniture works differently, because it is built to your own specification. See the table above, and ring us if you are not sure which applies to your order.
Why can I not return made to order furniture?
Because it was made for you. Once your sofa or bed goes into production in your choice of size, fabric and finish, it cannot be sold to anyone else, and the law recognises that by excluding goods made to a customer's own specification from the usual cancellation rights.
It is also why we would far rather you took swatches home, sat on things in the showroom and asked us awkward questions before you order than afterwards.
Can I cancel or change my order before it is delivered?
Get in touch as soon as you can. If your piece has not yet gone into production we can usually change the fabric, the size or the order itself without difficulty.
Once making has started, changes are not always possible. We will always tell you honestly where your order stands and what, if anything, it will cost.
What happens to my deposit if I cancel?
If we have not started making your furniture, your deposit comes back to you in full. If making has begun, the deposit covers work already carried out and materials already cut, so we may not be able to return all of it.
We will tell you exactly where you stand before anything is decided, and we will never keep more than the cost we have actually incurred.
What if my furniture arrives damaged or faulty?
Tell us straight away and send a photograph if you can. We will arrange for the piece to be looked at and put right, whether that means a repair, a replacement part or a replacement piece.
If you tell us within 30 days of delivery you have the right to reject the item outright and have your money back. After that, we get one opportunity to repair or replace it, and if that does not put things right you can still ask for a refund. This applies to everything we sell, including made to order and bespoke pieces.
Do you offer exchanges?
On stock items, yes, where we have the alternative available. On made to order furniture an exchange means making a second piece, so it is treated as a new order rather than a swap.
Ring us and tell us what you were hoping for. It is usually easier to sort out on the phone than by email.
Who pays to send it back?
If the item is faulty, damaged or not what you ordered, we do. We will collect it or cover the postage, and you will not be out of pocket.
If you have simply changed your mind, the cost of getting it back to us is yours. For a large item we will quote you for collection by our own team before we arrange anything, so you know the figure in advance.
When will I get my refund?
Within 14 days of the item coming back to us and being checked. Refunds go to the card or account you paid from. Your bank may take a few days more to show it.
Can I return a mattress?
Only if the hygiene wrapping has not been opened. Once a mattress has been unwrapped and slept on we cannot take it back on change of mind grounds, for reasons we hope are obvious.
A faulty mattress is a different matter entirely and is covered by its guarantee. If you are unsure about size, tension or firmness, come and lie on them in the showroom before you order.
Can I return something I bought in the showroom?
There is no legal cooling off period on a purchase made in person, because you were able to see and try the piece before you bought it. That said, we are a small independent shop and we would rather have a happy customer than a strict rule, so ring us and tell us the problem.
Anything faulty, damaged or not as described is always covered, wherever you bought it.
Is my furniture guaranteed?
Yes. Your furniture comes with a manufacturer's guarantee covering the frame and the workmanship. The exact length and cover depend on the maker and the model, and it is set out on your order paperwork.
Keep that paperwork safe. It is the quickest way for us to identify your piece if you ever need us.
What if it will not fit through my door?
This is why we would rather talk about access before you order than on the day. Measure your route and tell us the tightest point, and we will tell you honestly whether the piece will go in.
Many of our sofas can be built with removable backs, arms or feet, and a bed base can often be supplied in two halves. A piece that does not fit is not a fault, so it is far better dealt with beforehand.