These are our Frequently Asked Questions, please click each question below to reveal the answer.
For further in-depth information please refer to our Terms & Conditions here.
Monday to Friday (excluding Bank Holidays), from 9am until 4pm.
Please see our Contact Us page.
Questions About Delivery
All orders for delivery in the UK under £75 (excluding wallpaper samples) incur a £3.95 delivery charge. Wallpaper sample shipping is £1.95. We offer free delivery to standard locations on most orders over £75.
Free standard delivery applies to parcels dispatched to our standard delivery areas. Other remote mainland locations, highlands and islands require alternative shipping methods. Please check your postcodes here. Non-standard delivery charges are priced individually on an order by order basis. Please contact our Customer Service Team for a quote here.
Items marked with 'Premium Specialist Delivery' have a delivery charge of £25.
We offer a next working day shipping method on certain products for orders placed before 12pm at a cost of £8.95.
The majority of our items can be delivered to the Isle of Man, Isle of Wight, Channel Islands and Northern Ireland. Please contact us for a delivery quote.
Occasionally some postcodes may carry a surcharge for delivery. We will contact you once you have placed an order if this is the case.
Smaller size and weight parcels are delivered by Royal Mail, Parcelforce, UPS, TNT and DPD. Our standard delivery service does not include any room delivery, furniture assembly or removal of packaging.
For larger furniture & some delicate and fragile items marked with 'Premium Specialist Delivery' or 'VIP 2 Man Delivery' in the delivery information tab on each product will be delivered by our specialist courier service.
Once your order has been dispatched on this specialist service, you will be contacted to arrange a convenient delivery day. You will then be given a two hour delivery window on the day of delivery.
On arrival your order will be delivered into your desired room (provided it is safe to do so). Please ensure that the drivers unpack the item for you to check that it is satisfactory, before you sign for it. Once this item has been signed for, unfortunately no claims for damage or faults can be made.
Delivery times are estimated, we will of course endeavour to deliver within this time but occasionally there may be delays.
Any deliveries beyond your doorstep are carried out at your own risk.
Redelivery charges will be charged at a full cost to the customer. Please note, changes made less than 24 hours before delivery are still chargeable.
If you have ordered a large or fragile item using our specialist service, it will need to rebooked which can take up to 2 weeks.
Where a safe place is specified for delivery, should the parcel go missing the customer assumes full responsibility.
We cannot dispatch large furniture items internationally, however we can send some of our products. If you would like to arrange shipping anywhere overseas (excluding America, Canada & BFPO addresses) please contact us for a delivery quote.
All our products are sold on a delivery duty unpaid basis. Off shore and international deliveries may incur import duty, fees, levies, additional taxes or custom charges etc. All customers should check these details prior to placing an order for these locations.
Delivery times vary from 1 day to 25 days, depending on product availability and location. Please check individual product pages to identify the estimated delivery time for your chosen items. For some made to order or pre-order items delivery times may be longer.
Depending on product availability and pre-order items, we might send your order in separate parcels.
As soon as your order has been dispatched from our warehouse you will receive an email with your tracking number which will be live after 24 hours.
Please contact us immediately via email and we will investigate this for you. We are unable to investigate until the last working day has passed, i.e, if you have been estimated 7-10 working days for delivery please contact us only if the 10th working day has passed. Please check the product page for details about the approximate delivery time.
Yes our specialist delivery service includes delivery to your chosen room, providing that it is safe to do so. Unfortunately our standard delivery couriers are unable to deliver to your desired room.
Some of our items that are delivered by our specialist delivery service will include packaging disposal. However, the vast majority of deliveries won't remove packaging in case the customer would like to return their purchase.
We will state if any of our furniture items require simple self assembly in the product description or the 'Size & Product Details' tab.
However, on some of our products, our two-man delivery team are able to offer an assembly service for an additional cost of £45. Please note, any items that are eligible to upgrade to an assembly service will have the option to do so on the product page.
Regrettably, self-assembly items cannot be returned once assembly is part or fully completed. Therefore, please check for any faults and report before commencing self-assembly or signing for the delivery.
Questions About Orders
You can easily place your order online at any time via our website. Alternatively, you can call our Customer Service Team to place an order on 0116 3654997 from 9am until 1pm, Monday to Friday (except Bank Holidays).
Yes as long as your order hasn't been processed. Please contact us here.
We source limited and unique products that are not usually found on the high-street. Therefore, there are often low quantities available but we will always try to re-stock where possible. Lead times may sometimes be extended as we source products worldwide.
Before ordering please measure and double check carefully to ensure that your ordered item will fit in your chosen location and that there is sufficient space through doorways, staircases and entrance points.
If items have to be returned because they do not fit, sadly you will be charged the delivery & return delivery charges incurred.
The estimated delivery date is when we are scheduled to receive the shipment but this date is subject to change. If you have contacted our Customer Services Team and they have given you an expected date for delivery please note this could also be subject to delays.
Yes, all prices shown are inclusive of VAT where applicable.
Yes, we can issue VAT receipts upon request. If you would like to make a request, please contact our Customer Services Team here, we will respond within 2 working days. Please note, our order confirmation emails have our VAT number on the bottom.
We like to source unique products that are often in limited numbers; we will try to restock products where possible. Please feel free to contact us if you are looking for a particular item.
Our items come from a variety of suppliers and locations, therefore they may arrive at different times. If you order has been sent in multiple boxes this can also be separated by the courier. Your dispatch notification email will indicate which items from your order are on route. Please wait until your last delivery day has passed before contacting us to investigate – check the product page for specific item delivery information.
Yes we offer a next working day delivery service for orders placed before 12pm on certain items. This option will be available at checkout if your items qualify for this type of shipping at a cost of £8.95.
Questions About Returns
We hope that you love your purchase, if however you wish to return an item, please request to do so within 14 days of delivery for a full refund excluding any delivery costs incurred. You must return items no later than 30 days after delivery.
Wallpapers, art prints, personalised, bespoke and made to order items, as well as perishable items such as food, confectionary items are non-returnable and non-refundable.
Please note that personalised items or made to order products are exempt from our standard returns policy, unless the product is faulty or the personalisation does not match your original request.
To arrange a return, please contact our Customer Service Team here stating your name, order number and details of the item you wish to return. All items must be unused and returned with the original labels and packaging in resaleable condition. Please note we do not refund return costs unless an item is faulty.
All returns should be sent by signed for insured delivery and we strongly recommend keeping your receipt. We cannot accept responsibility for any items lost or damaged in return transit.
We do our upmost to ensure items arrive in perfect condition. All products are inspected and carefully repackaged at our warehouse prior to dispatch to minimise the disappointment of customers receiving a faulty item.
In the unlikely event of you receiving a faulty item, please contact our Customer Service Team here within 24 hours of delivery. Please include your name, address, order number and photograph of the damaged/faulty item. We will then be able to discuss a replacement, repair or refund with you. Please note, you will need to return the faulty item in all of its original packaging to be eligible for a replacement or refund.
Please do not return damaged or faulty goods without contacting us first, as we are unable to refund return delivery costs incurred if you return damaged items prior to agreement.
In the unlikely event of you missing your agreed collection slot for the faulty item, you will be responsible for a recollection charge of £3.95. Alternatively, you can return the item using your own chosen courier at your own cost.
All returns must be requested within 14 days from receipt of delivery to qualify for a refund. You must return items no later than 30 days after delivery.
Refunds cannot be issued until your return has been received and processed. Please allow 7 working days once we receive your item for the refund to show in your account. Please note we cannot accept any responsibility for interest charges on your credit cards whilst you are waiting for a refund.
Refunds will be returned to the original payment method used. This includes any gift cards used at checkout.