Refund policy

Returns and refunds

If you've changed your mind, or something isn't right with your order, we'll put it right. Most of it you can handle yourself - simply log in to your account.

None of this affects your statutory rights.

Cancelling before your order arrives

Log in to your account, go to your order and select Cancel order. Provided it hasn't been dispatched, there's nothing to pay and you'll be refunded in full.

If it has already been dispatched, we're not able to stop it - but you're welcome to send it back once it arrives. See below.

If you change your mind

You have 14 days to tell us you'd like to return something, starting the day after your order arrives. If your order comes in more than one delivery, those 14 days start the day after the last item arrives.

To start a return, log in to your account, find your order and select Request return. Once we've approved it, you'll have a further 14 days to get the item back to us.

A few things worth knowing first:

  • Please don't assemble the item. Once it's been built, we're no longer able to sell it on as new.
  • Do keep the original packaging if you can — it's the safest way for the item to travel back.
  • You're welcome to unpack and inspect your item, just as you would in a shop. If it has been used or damaged beyond that, we'll refund a reduced amount to reflect the loss in value.

Returning the item

You have two options.

Arrange it yourself. Send the item back using a secure courier of your choice. Please make sure it's well packaged and insured for the journey.  Until it reaches us, it remains your responsibility.

Ask us to collect. We'll book a courier to collect it from you. The cost is deducted from your refund:

  • Smaller items, 1 to 2 boxes (bedsides, chairs, small furniture) — £99
  • Larger items, 3 or more boxes (beds, wardrobes, mattresses) — £149

Once the item is back with us, we'll check it over and process your refund.

Items we're unable to accept

For health and hygiene reasons, we can only take the following back if they're unopened and still sealed in their original packaging, or if they're faulty:

  • Mattresses
  • Mattress toppers and protectors
  • Duvets and pillows

If your order arrives damaged

It's rare, but it does happen. If you notice damage while the delivery team is still with you, please refuse the item and it will go back with the driver.

If you spot it afterwards, reply to your order confirmation email with your order number and a few clear photographs. We'll then confirm the next stpes.

Missing parts or faulty items

Please reply to your order confirmation email and let us know what's wrong. It helps if you can include:

  • Your order number
  • Photographs of the problem
  • The part number from the assembly instructions, if a part is missing or damaged

We'll usually send out replacement parts, or replace the item altogether if that's the better fix.

Your refund

Refunds are made to the card or account you originally paid with.

If you cancel before dispatch, we'll refund you within 14 days. If you're returning an item, we'll refund within 14 days of it reaching us.