Refund policy

Returns and Refunds

We want you to buy with complete confidence. This policy explains your options if you change your mind, or if something is not right with your order. Nothing in it affects your statutory rights.

Changing your mind: Studio Collection pieces bought online

Our Studio Collection pieces are made in our standard sizes and leathers. When you buy one on this website, you have the right to cancel your order:

  • at any time before it is dispatched, and
  • for 14 days after the day it is delivered.

To cancel, tell us in writing by emailing [EMAIL] with your name, order number and address. You do not need to give a reason.

If you cancel before dispatch, we refund everything you have paid, including your deposit.

If you cancel after delivery, we will arrange for our team to collect the piece. Please keep it in the condition it was delivered in. The collection fee is the same as our standard delivery charge for your order. If you tell our delivery team before they leave that you do not want to keep the piece, they can take it back there and then, and the collection fee is halved.

Your refund will include the price of the piece and the original delivery charge, less the collection fee. We refund within 14 days of receiving the piece back, using the same payment method you used to pay.

Please measure your doorways, stairs and room before ordering. Our team is happy to help you check. Call 0161 667 9560.

Custom-size and made-to-specification pieces

Pieces made to your own dimensions, or to a specification agreed with you through a custom-size enquiry, are made for you alone. Because of this, they cannot be returned for a change of mind. Please see our Terms and Conditions for how cancellation works on custom orders.

If you have any concerns about a custom piece, please get in touch. We will always do our best to help.

Faulty or damaged pieces

If your piece arrives with a fault, or does not match your order:

  • Minor marks, such as scuffs or small blemishes: we will send a professional furniture technician to restore it to as-new condition, free of charge.
  • Significant or structural damage, or a fault that cannot be repaired: we will replace the piece as quickly as possible. If you prefer, we will collect it free of charge and give you a full refund, including the original delivery charge.

Please tell our delivery team straight away and write the damage on the delivery note. If you notice a problem after they have left, contact us within 48 hours with photos.

For problems that appear after delivery, your piece is covered by our 5-year guarantee. See our 5-Year Guarantee page.

Questions

Call 0161 667 9560 or email [EMAIL].