FAQs

1) How do I contact Customer Service?

You can contact our Customer Service team via the Contact Us page on our website. If your query relates to an order, please include your order number and the email address used at checkout.

2) How do I place an order?

Add your chosen item to your basket and complete payment at checkout. If you would like help before ordering, you can email us using the details on our Contact Us page.

3) How do I search for a product?

You can browse by category and brand from the main menu, or use the search bar at the top of the site to search by product name or brand. Once you find your item, select Add to basket or Buy it now and follow the checkout steps.

4) What payment methods do you accept?

We accept PayPal and major credit and debit cards, including Visa, American Express, and Mastercard.

5) When is payment taken?

Payment is taken immediately once your card is authorised. You will receive an order confirmation email after checkout. If authorisation fails, payment is not taken.

6) Why was my payment declined?

Payments can be declined for several reasons. Please check your card details and ensure your billing address matches the address registered with your bank or card issuer. If the issue continues, contact your bank. If you still need help, our Customer Service team can assist.

7) How do I use a discount code?

Enter your discount code in the discount field at checkout and click Apply. Your total will update automatically if the code is valid and applicable.

8) Where can I find more product information?

Most information is listed on the product page. If you need additional details such as measurements, materials, care guidance or delivery information, please contact Customer Service, and we will help.

9) What should I do if a product is unavailable?

Some items may become unavailable due to demand. We update our ranges regularly, so you may find a similar style by browsing categories or searching by brand.

10) When will an unavailable product be available again?

All available items are listed on the website. If we have a due date, it will be shown on the product page. At this time, we cannot provide restock dates in advance. If an item becomes available again, it will reappear on the website.

11) Do you price match?

We review our prices regularly. If you find the same product cheaper elsewhere, we aim to beat that price under our Price Promise, subject to terms and conditions.

12) Can I cancel my order or change my delivery address?

Yes. Please contact Customer Service with your order number and email address. Changes are possible until your order has been dispatched from our distribution centre.

13) What if part of my order is missing?

Orders may arrive in more than one delivery. Some items can be shipped separately, or sent directly from the manufacturer (including made-to-order items). Please check your order confirmation for item delivery times. If an item appears missing outside the stated timescales, contact Customer Service.

14) Where is my order, and how do I track delivery?

We aim to meet the estimated delivery times shown on each product page. If there is a delay, our team will keep you updated. If you would like an update, please contact Customer Service with your order number.

15) Do you deliver internationally?

Currently, we do not offer international delivery.

16) Do you offer next-day delivery?

We do not offer next-day delivery. Estimated delivery times are shown on each product page.

17) Can I choose a delivery day in the UK?

You cannot select a specific delivery day yourself. We can request a preferred day, but this is not guaranteed. Delivery partners operate as follows:

• Parcelforce (smaller goods): 1-2 hour time slot

• APC (fragile goods): all-day service

• Furdeco (larger goods): email contact to arrange a suitable delivery day

18) What is your returns policy?

You must notify us within 14 days of receiving your goods if you wish to return an item. Returns are accepted only if items are complete, unused, in resalable condition, and in the correct packaging. Collection charges must be paid in advance (see our Returns section).

19) Can I return an item using my own courier?

Yes. You may return items using your own courier within 30 days of purchase, provided they are in original packaging and resalable condition. Include the returns slip and write your full name and order number. This return method is at your own cost. We recommend a tracked and insured service, as we cannot refund items lost or damaged by your courier.

20) How do I return a faulty item?

If you discover a fault within 30 days, please contact Customer Service as soon as possible with your order number and a description of the issue. Photos can help avoid delays.

21) What if my item arrives damaged?

If your order arrives damaged, please contact Customer Service within 48 hours of delivery, including your order number, clear photos, and a description of the damage. Where possible, we may arrange a qualified tradesperson to repair the item. If repair is not possible, we will arrange a replacement or refund.

22) How do I rebook a returns collection?

If you missed a collection or need to rearrange, please contact Customer Service as soon as possible so we can speak with the courier and rebook.

23) How long do refunds take?

After your refund is confirmed, it may take up to 2-5 days to appear in your account, depending on your bank and payment method.

24) How long do replacements take?

If a replacement is required, it will follow the same estimated delivery times shown on the product page. We will expedite where possible and quality check before dispatch.

25) Can I get an invoice or VAT receipt?

Yes. Please contact Customer Service, and we will email your invoice or VAT receipt.