If an items arrives faulty, broken or damaged then please please contact our customer service team. Our Enquiry Line 0344 482 6041 is currently open 10.00am-3.00pm Monday to Friday. You can email your query to our Customer Service team or alternatively use Live Chat which you will find at the bottom right of your screen. This service is available between 9.00am and 5.30pm Monday to Friday, excluding public holidays.
You may return an item within 30 days or receipt unused and in its original packaging for an exchange or refund.
There are certain items where unless faulty or damaged we are unable to accept returns. This includes:
- Self-assembly furniture if partly or completely assembled.
- Personalised items unless incorrectly personalised
- Software i.e. USB drive and SD cards.
- Products which have been opened or their protective packaging/seals removed and cannot therefore be returned for hygiene reasons (unless faulty):
All items complete with all accessories must be returned in ALL of the original packing, or equivalent protection used.
This does not affect your statutory rights.
Making a return is easy. All we ask is that you follow the procedure below so that we can process your return as quickly as possible. If you have any queries, please email email@example.com, use our Live Chat service or call us.
NB, if any items are received broken, damaged or faulty, please contact us via our Live Chat service or call us within 5 days of receipt and we will be happy to assist you.
Please allow up to two weeks for the refund to be processed.
If you wish to return an item which was shown as a ‘heavy item’ on the original order, then we can arrange a collection and deduct the cost from the final refund. Please email firstname.lastname@example.org, use our Live Chat service or call us.
Please complete the form enclosed with your product stating the reason for your return. We will need your order number and your name and address. Please then send the parcel to:
Once we have received the items back into our warehouse, refunds will be credited back to you in using the same method with which you originally paid. We will credit the full amount to the original purchaser’s payment card excluding any shipping costs. Card refunds can take up to 10 working days to be processed by your Bank. This varies between card issuers and unfortunately, we are unable to influence this.
If goods which form part of a ‘bundle offer’ are returned for a refund, then the remaining items will revert to their normal price. You will be refunded accordingly.
The company reserves the right to refuse a refund if the condition of the goods reflects normal wear and tear. All refunds and replacements will be processed on receipt of the returned items.
UK law does not permit us to supply restricted products to persons under a specified age. Any person under the specific age must not attempt to purchase any of the following products. The age restriction applies to the recipient of the product.
Minimum age of 18– Products containing alcohol (visit www.drinkaware.co.uk for further information)– Bladed items
Minimum age of 16– Liquor chocolates– Party poppers
Minimum age 12– Christmas crackers
Variable age (as specified on the packaging of the product) I.e. DVDs/Blu-Rays
*Charges to 03 numbers are the same as standard UK landline numbers starting in 01 or 02. Calls to 03 numbers are often included in bundled minutes and unlimited call packages. Please contact your provider for more information. Other networks and mobile providers may vary. Charges to 0844 numbers cost 7p per minute plus your telephone company’s access charge. All calls may be monitored and recorded for training purposes.
Please enter your customer number or order number* plus surname and postcode to track the status of your order.
*Please ensure you include the order prefix (not just the order number), these include: S, W, RSO, RSG, DEPA, BCS, BCG, BCE, BCB, BCGD, BCSOS, BCEV and BCBL followed by the order number itself.
Please Note:- Items being delivered by our specialist white glove service:
This premium service also includes delivery to your room of choice, unpacking and removal of
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