On Delivery
Please be certain to check the goods on delivery. In the case of signed for goods, you should sign as “damaged” or “unchecked” if the parcel shows any signs of damage or tampering. If the goods are to be signed for and the damage is very severe please reject the item which will be returned to us by the courier. You should also let us know what has happened.
If you do not discover the goods are damaged until you unpack them please let us know immediately, and certainly no more than 48 hours later.
If you are out when delivery is attempted, a card should be left by Royal Mail or courier, advising you where to collect the item in the case of Royal Mail, or other delivery arrangements by a courier. Often a courier will make a second attempt at delivery the following day. Otherwise, they may ask you to call them to re-arrange delivery. If you are not available at all to take delivery the item will be returned to us.
Returns
Due to the current climate, please use the contact form and we will get back to you with an update on returns
Bespoke orders are acquired specially for your order. For this reason, bespoke products cannot be returned.
All returned products must be in the original packaging and in a saleable condition, without any marks from use. You will need to arrange for a courier or postal service to deliver the item back to us at your own cost. Please note you will be responsible for the item until we can confirm receipt at our premises. For this reason, we recommend using a trackable service provided by almost all postal and courier services.
In some instances returns can also be made through either of the following options:
- Simply take the proof of purchase and the product you wish to return or exchange to our showroom at 28 Wigmore St, London W1U 2RN.
- Within the M25 we may be able to arrange collection for large items such as office chairs and desks at an additional charge. Please contact us to find out if we are able to do so.
Faulty Items
If for any reason you feel the item you have received is faulty please contact us as soon as possible to let us know that the item has a fault. We will request that you explain to us what the fault is and in some instances, we will request that you send us photos of the fault so that we can see the fault described. Once the fault is identified we will ask you to return the item and provide a replacement. In the event that a replacement is unavailable (whether it be due to discontinuation or end of line clearance), we will either replace it with a similar product or provide a full refund. If you are returning an item because it is faulty we will reimburse your return costs once we have inspected and confirmed the item has a fault.
If you wish to return an item to us for any other reason such as our seven days’ returns policy (on certain products only) please contact us
to inform us that you would like to return an item and the reason for the return. We will give you an address to return the goods. Please note that you must include the original receipt with the item so that we can identify that the returned product is from your order along with the reason for the return (you can write this on the receipt if you wish). Failure to do so may mean we are unable to identify who the return is from and we will be unable to process the return.
Return Exceptions
We regret that, for hygiene reasons, we are unable to accept the return of mattresses, pillows and personal items such as massagers. If the product was sealed by the manufacturer and the product remains unopened with the sealed packaging intact we are willing to accept returns. This is standard practice for most companies retailing these types of products.
