Has your returns process changed?

Created by ben.merrell ben.merrell Apr 01, 2020 13:58:48 PM Published in Covid-19 FAQ's 174 Views.

If you wish to make a return please call or email our customer services team within 14 working days of receiving your order. We have adapted our returns process to make it safer for you and for our couriers. At present we are able to offer a Collection service for returns, which we are happy to arrange for you. The collection is contactless and you will be required to leave your return on your porch or in a safe place for the courier to collect. If you live in an apartment or flat, or do not have a safe place to leave your return for the courier to collect; we can still organise a collection for you. In this instance you will receive an update (hour time frame of the courier arrival) and the courier will knock. The courier will take a 2m step back from the door for you to leave your return on the doorstep.

Our Returns Department are working hard to process returns back at our warehouse, and you will receive an email once this has been processed. Please bear with us if your refund is taking a little longer than usual to process. For any updates please contact the Customer Services team who can call the warehouse for an update.

Collections organised with DPD are charged at £5.95 (available Monday-Friday) which will be deducted from any refund due back to you or charged at the time of booking.

Products which have been delivered via our Specialist Couriers, (such as large furniture or fragile items) require collection with the same courier. This is charged at £35.00. Please note that this collection service will take a little longer to process (up to 14 working days to schedule and approximately 14 working days to be returned to our main warehouse, after which your refund will be processed). Rest assured that if you have notified us within the 14 working days of receiving your delivery you will still be entitled to your refund.

Please ensure all items are packaged sufficiently using the original packaging. Couriers may refuse collection if items are not repackaged fully and sealed.

If you want to make a return after 14 working days of taking delivery of your order, we are happy to offer you a credit note if your items are returned within 90 days of taking delivery. For more information please see our Returns Info page.