Returns, Replacements & Refunds
Q. What do I need to do if the item arrives damaged?
If you receive a damaged item and need a replacement, you need to contact us as soon as possible either in writing, via email or by telephone. See our Contact Us page for full details.
Q. How can I return items I am not happy with?
To return an item, you first need to contact our Customer Service department who will process your request. For full details see our Contact Us page.
Q. How do I get a refund?
In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made and within 14 days of us agreeing that a refund is due.
Q. How do I obtain a replacement for a faulty item?
Firstly, contact our Customer Service department to report a fault or damage, details are on our Contact Us page. When the fault has been agreed we can then process a replacement for you. We will make delivery arrangements with you to deliver the replacement item and uplift the original.
Q. How can I get more information on a product?
If you require further product information you can contact our Customer Service department via our Contact page where we will do our best to answer your question.
Q. How can I care for my furniture?
Please refer to our Care Guide.
Q. Can I have a bespoke item made?
Within our manufacturing departments, all our pine products are hand-made. However, essentially we are a production line factory with CNC machinery set to manufacture to pre-set parameters. To produce a bespoke item would require the machinery to be reprogrammed to manufacture one off components which we are not set up to produce. Similarly, our oak products are imported in large quantities of the most popular designs. For these reasons, we are unable to offer a bespoke service.