Returns & refunds

Made-to-order furniture

Most of what we make is built to your choice of fabric, size and options, which means it's produced specially for you. That includes upholstered beds, divan beds, ottoman beds, made-to-measure frames, headboards, footstools and any sofa ordered in a chosen fabric or configuration.

Because these are bespoke, they're exempt from the standard 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013. Once production has started, a made-to-order item can't be cancelled, returned or refunded unless it arrives faulty. We won't be able to accept a return simply for a change of heart on size, colour, fabric or personal preference, so it's well worth ordering a free fabric swatch before you buy if you're unsure.

Your 48-hour cooling-off period

You can cancel any order within 48 hours of placing it, as long as production hasn't already started, and we'll refund you in full. Just contact us with your order number as soon as you can. After 48 hours, or once your item has gone into production, the made-to-order terms above apply.

Change-of-mind returns on in-stock items

Where an item is a stocked, non-bespoke product, we can accept a change-of-mind return. You have 30 days from delivery to let us know. A few conditions keep it fair for everyone:

• A £75 collection fee applies, as our items need a two-person courier rather than a standard parcel service.
• The item must be unused, in its original packaging and in resalable condition.
• Original delivery charges are non-refundable.

If a returned item comes back used, marked or damaged beyond a reasonable inspection, we may reduce your refund to reflect the loss in value, in line with the regulations.

Mattresses

For hygiene and safety reasons, a mattress can't be returned once it has been used or its protective wrapping has been opened, unless there's a confirmed manufacturing fault. We always recommend using a washable mattress protector from the very first night. Our mattresses are delivered flat, never vacuum-rolled, so there's no expansion period to wait through.

Damaged or faulty items

Please check your furniture when it arrives. If anything has been damaged in transit or develops a fault, let us know within 48 hours of delivery with your order number and a couple of photos showing the issue. Where a manufacturing fault is confirmed, we'll arrange a repair, a replacement or a refund, and you won't be out of pocket for a genuine fault of ours. This sits alongside your 5-year guarantee on frames.

Accepting your delivery

When you sign for a delivery you're confirming the goods have arrived in good condition, unless you report a problem within the 48-hour window above. Reporting promptly, with photos, is the quickest way for us to put things right.

Packaging for a return

If we've built an item for you in your home and it later needs to be collected, it must be safely dismantled and repackaged before our courier arrives, as a return can't be collected loose. If replacement packaging is needed we can usually supply it, though a charge may apply.

How and when you're refunded

Once we've received a returned item and checked it over, we'll process your refund to the original payment method. Please allow up to 5 working days for the money to reach your account after we've approved the return.