Returns and Refunds
What if I don’t like the product I ordered when it arrives?
We’re sure you will like it, but if not, you can return it to us. Customers have 14 days from delivery to cancel their order, and a further 14 days to return the item. Simply contact us within 14 days of receiving your product(s) and we will assist you with your return.
If the return is large, we can offer to book a collection for a fee of £8.90 for UK mainland.
Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect.
What if the item is damaged when it arrives or you are sent the wrong item?
Our high‑specification packaging is designed for safe transportation, and our quality team checks your furniture before dispatch. However, on rare occasions damage or errors can occur. If a product is damaged upon delivery, this should be signed as damaged and refused.
If any item arrives:
- damaged
- faulty
- missing from the order
- incorrect
Please contact us as soon as reasonably possible so we can resolve the issue. Claims should include:
Claims must include:
- order number
- item code
- quantity affected
- description of the issue
- photographic evidence, where requested. Items returned without authorisation may not be accepted.
Items returned without authorisation may not be accepted.
It’s important to inspect your product upon delivery. If you notice any issues, let the delivery partner know or note this on the delivery form and contact us straight away.
If damage is discovered after delivery, we will offer spare parts, repair, replacement, or refund in line with your statutory rights.
If you realise after delivery that you’re unhappy with the quality, or if we’ve sent you the wrong item, just contact us. Our team will assess your complaint and arrange a prepaid return label or collection, and either give you a refund, arrange a repair, or send a replacement.
Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect.
Manufacturing Faults
f a manufacturing fault becomes apparent after delivery, customers should notify Furnship within a reasonable time after discovering the issue, and within 6 months of delivery, in line with UK consumer rights.
This does not apply to issues caused by:
- misuse
- normal wear and tear
- accidental damage
- improper storage
- unauthorised modification.
Non-Delivery Claims
Orders are considered non-delivered if they have not arrived within 9 business days after the estimated delivery date.
Non-delivery claims must be submitted within 20 days of dispatch.
After this period, the carrier may refuse investigation, and the claim may not be accepted.
Can I cancel an order if I change my mind?
f you have a change of heart, you can cancel at any time before your item is dispatched. Simply contact us and we’ll cancel your order and give you a full refund.
If you wish to cancel after delivery, this will be treated as a change‑of‑mind return under the 14‑day cancellation period. Once you have notified us and returned the item, you will receive a full refund.
What do we charge to collect items?
If you simply change your mind and wish to cancel the order after delivery, you will need to pay the return cost. For larger items, we can arrange collection for £8.90 (UK mainland).
Hygiene
For health and safety reasons, the following items cannot be returned unless faulty:
- personal care products
- sealed hygiene products that have been opened.
Excluded Claims
Claims will not be accepted for:
- natural colour variation
- natural material variation
- fragrance variation
- dissatisfaction with natural stone colours
