Furniture FAQs

You can request fabric swatches via email or telephone. Please see our Furniture Swatches page for details on how to order.

Amendments to made-to-order items can be made within 48 hours of placing your order. Should you wish to cancel made-to-order items, you may do so at any point within 14 days.

Outlet stores will accept exchanges only. Concessions are not included and will follow the policy of their host store.

The following items cannot be returned unless faulty or damaged:

• Ex-display items purchased from store
• Items purchased from our Clearance range
• Made-to-order items created to specifications
• For hygiene reasons, mattresses, toppers and protectors cannot be returned once the packaging has been removed

This does not affect your legal rights.

Our couriers, Wincanton, follow a process designed to keep our customers and colleagues safe. As a result, collections will be taking place Monday–Saturday. Only items that do not require disassembling will be collected – if an item was assembled, you will need to take it apart yourself. The item will need to be re-wrapped in the original packaging where possible, and we will make arrangements with you to collect it.

Please call our Customer Services Team on 020 3758 9222 (Monday–Friday 8am to 10pm; Saturday 9am to 5pm; Sundays and Bank Holidays 10am to 4pm) within 30 days of receipt to discuss the return of furniture items. Under our returns policy, we cannot accept the return of items that have been used or damaged since we delivered them. (Please note, our furniture collection includes mirrors.)

Please use our measuring guide to make sure the furniture will fit through your home.

We have no facilities for customers to collect items from our distribution centre. All items need to be paid for on despatch and, once we have handed the item to the courier, we cannot take responsibility for any damage or loss incurred in transit.

We do not deliver furniture overseas. If you require furniture you have ordered from us to be transported overseas, you can make arrangements with a courier to collect the furniture from us. Once we have handed the item to the courier, we cannot take responsibility for any damage or loss incurred in transit.