Refund policy

Online Orders - Terms & Conditions

Delivery

We aim to provide a top quality delivery service to our customers across the UK.

You will receive an email confirmation as soon as your order has been shipped, and we aim to dispatch all homeware orders in stock within 48 hours.

If you have ordered made-to-order / special order products please refer to the products displayed lead-times. We aim to deliver your goods 14 days of arrival in our warehouse.

If you have any issues or queries regarding the delivery of your order, please contact the relevant department via our contact form HERE

Cancellations

If you are considering cancelling your online order,  please contact the relevant department via our contact form HERE as soon as possible. If your order has not been shipped, we will arrange for this to be cancelled and process a full refund. Unfortunately, an order cannot be cancelled if it has already been shipped.

In your email please include:

  • Your name and address
  • Your order number
  • Telephone number

Returns

You can return your online order within 14 days of delivery. Please find specific information for both faulty and non-faulty returns below.

Faulty items

If your item has arrived damaged or faulty, please notify us via our self serve portal HERE  within 14 days of delivery to explain the issue and if possible share photos.

A member of our customer care team will then be in touch to arrange the return and/or replacement of your item.

We will refund you the full price of the faulty item and your delivery, and you will not have to pay for the return of this item. Your refund will take place no longer than 14 days of the goods having been returned and inspected by our customer care team.

Non-faulty items

If your item is not faulty, but you wish to return it, please visit our self serve portal HERE within 14 days of delivery.

You can also choose to return the item to our store in Inverurie.

We will refund you the full price of your item, including the standard delivery charge. The delivery cost for the item being returned will not be included. Your refund will take place once the goods have been returned and inspected by our customer care team.

Items must be returned in their original packaging complete with labels and/or swing tickets intact and attached.

Please note that for hygiene reasons, we cannot accept the return of certain items which have been opened (e.g. bed linen, mattresses, pillows and rugs).

Cancellations or returns of made-to-order / special order

If you are in any doubt about your order, you should advise us within 24 hours.  Once Manufacture of any special order has commenced we are committed to take the goods concerned. We regret therefore that goods ordered or cut specially cannot be returned. This does not affect your statutory rights.

Should you wish to cancel your made-to-order / special order product for any reason, it's unlikely that we could sell it to another customer at full selling price. We will charge a cancellation fee of 25% of the order value. In respect of these products our usual refund policy does not apply, and products cannot be returned or exchanged unless faulty. This does not affect your statuary rights.

In the event of an order being cancelled when the original payment method was by American Express, their charges shall be deducted from any amount re-payable.