Returns & refunds

Start with the retailer you bought from — they hold your order and they run the return. Their confirmation email is the fastest route in; if you can't find it, send us the product link and we'll tell you who to contact.

Windows and conditions differ from brand to brand, and larger furniture and made-to-order pieces are usually the strictest. Check the terms on the product page before you buy, and keep the packaging until you're certain.

The retailer refunds you once they've received the item back and checked it. Most send the money to the card or account you paid from, and most take a few working days after that.

If a refund is taking longer than the retailer promised, chase them first and keep the dates. If they stop responding, the section below covers what to do next — how you paid gives you more leverage than most people realise.

Ask before you buy, not after. Some retailers return large items free; others charge a collection fee, and on a sofa or wardrobe that can run into three figures.

We show the fee on the product page wherever a retailer publishes it, and we say so plainly when they don't — because on furniture this is the difference that catches people out, not the sticker price.

You have rights that sit above any retailer's own policy, and they're worth knowing before you need them. Under the Consumer Contracts Regulations you generally have 14 days from delivery to change your mind on an online order, whatever the shop's returns page says.

Made-to-order and personalised pieces are usually exempt — which, for furniture, is the exception that matters most. Separately, the Consumer Rights Act gives you 30 days to reject anything faulty for a full refund.

You have more options than you might think, and the one that matters is how you paid. If you used a credit card and the item cost between £100 and £30,000, Section 75 makes your card provider equally liable — you can claim from them directly.

Paid by debit card? Ask your bank about chargeback. It isn't a legal right in the same way, but banks routinely help, and you usually have 120 days from the expected delivery date.

Tell us as well. We can't intervene in your order, but a retailer that repeatedly fails people is something we act on — and that's only possible if we hear about it.

Photograph it before you do anything else, ideally while the delivery team is still there, and contact the retailer the same day if you can. Most policies set a short reporting window and photographs settle almost every dispute.

You should not be charged to return something that arrived damaged or isn't what you ordered — that's the retailer's cost, not yours. If they tell you otherwise, your card provider is the next call.