Policies
Shipping and returns
How long a piece takes to reach you, and what to do if it is not right for the room.
01
Shipping
Most of our catalogue is made to order, so the time from order to arrival covers the piece being built in the finish and size you chose, checked, packed and shipped to you.
- Delivery time 28 to 43 business days from order to arrival, which is roughly 6 to 9 weeks. The same window applies wherever you are.
- Shipping cost Free, to every country we ship to, with no minimum order.
- Where we ship Canada, the United States, the United Kingdom and Australia.
Where a product page gives its own lead time, that time is the one that applies to it and it overrides everything above.
If you are working to a site programme and need a firm date before ordering, ask us first.
02
Returns
You have 10 days from receiving your order to have a return under way, whatever the reason. That means the piece needs to be on its way back to us inside those 10 days, not simply flagged with us on the tenth. Contact us first so we can confirm where it should go.
- Window 10 days from the day you receive the order to have the return shipping under way. The same 10 days applies whatever your reason.
- Made to order Returnable on the same terms as stock pieces. Being built for you does not exclude it.
- Return postage Paid by the customer on a change of mind return. Paid by us when the piece is faulty, damaged in transit, or not what you ordered.
- Restocking fee None.
- You receive A refund to your original payment method, not store credit.
- Refund timing Up to 20 days from the day the return reaches us, including the time your bank or card issuer takes to post it.
- To start a return Contact us before sending anything back, so we can confirm where it should go.
One window, whatever the reason. Changed your mind, wrong for the room, arrived damaged or faulty: you have the same 10 days from receiving the order to get a return under way. What changes on a damaged or faulty piece is who pays the postage, not how long you have to tell us. Photographs of the fault and of the packaging it arrived in help us move quickly. Nothing here limits your rights under applicable consumer protection law.
The full terms, including condition requirements, cancellations and refund timing, are in our refund policy.
03
Questions
If you need a lead time before ordering, or you are specifying at volume and need delivery staged around a site programme, tell us what you are working to and we will come back with dates.