Returns Policy

Returns & Refunds Policy

Can I change or cancel my order?

Once an order has been placed we cannot change it but we have a simple cancellation or returns policy to help you.

We can cancel your order right up to the point of despatch. We advise you to contact us if you wish to cancel your order. Live chat will give you the fastest response time, we're available 10am to 4pm Mon - Fri and you can find this option on our contact us page, just click the 'chat with us' button.

You may also contact us via telephone, you can give our team a call on +44 (0) 1865 692 194. If the order has been shipped, we cannot guarantee that the order can be cancelled, but we will work our hardest to find the best solution.

How do I return my order?

We hope that your love your new furniture, but if you change your mind you can return your items for a refund. Simply contact us within 14 days of receiving your order. A member of the customer service team will confirm your order and eligibility for a refund.

You have plenty of time to return your purchase, this is up to 28 days from the date of delivery. Please ensure that the item is repackaged in the original parcels as it arrived in. We advise you to use a reliable tracked delivery service to ensure that the item is returned safely.

If returning products please send to this address.

Laura James Unit 2
Provincial Park
Nether Lane
Sheffield S35 9ZX

Once we receive your returns, our warehouse team will check over the item to ensure that it is in a re-saleable condition. This can take up to 14 days from arrival at our warehouse for your refund to be processed. Your item will then be refunded, excluding the initial delivery charge to your original payment method.

Please note that we can only accept your return in the following condition:

  • In its original packaging (as it arrived)
  • Undamaged and unassembled
  • For hygiene reasons mattresses will only be eligible for a refund if it remains sealed and unopened, or is faulty. 
  • Within 28 days of receiving your order

Can I exchange my order?

Unfortunately, at this time, we do not offer exchanges, unless the item you receive is damaged upon arrival. If this is the case, please contact us with your order details and images/videos of the fault.

If you’re not happy with your order because it doesn’t make your house feel like a home, and would like to swap it for something else, you can simply place a new order and return the unwanted item.

What if my item is damaged when it arrives?

Damaged Orders

We know how heart breaking it can be if your new purchase arrives damaged, and we want you to know that if this is the case you will be eligible for a replacement or a refund.

When the courier partner delivers your item please check for any external damage to the packaging. If there is external damage inform the driver immediately.

Please carefully inspect the internal items. If the product you have purchased is damaged please contact us within 48 hours of delivery with your order details and we will be happy to resolve the issue for you. Our courier partners require photos or video of the outside or the box, the internal packaging, and the damage to the item in order for us to raise a claim. It also allows us to help assess whether you require a spare part, a replacement, or a refund. Unfortunately, outside of the 48-hour window we are unable to assist with damaged orders.

If items have been damaged due to wear and tear we will be unable to give a refund for the item.

Lost Orders

Our courier partners will contact you with a date to deliver your order. Just occasionally an order containing several boxes may be delivered by separate vans. If you do not receive all of your order on the date expected, please contact us within 48 hours in order for us to resolve the issue for you.

What if I was sent the wrong item?

Our team does their best to ensure that your order is of the highest quality. But, we’re only human, so if we’ve missed something or sent the wrong item, let us know and we can assess your complaint and offer you a solution in the form of a refund or replacement.

Will I be entitled to a full refund?

Whilst we always try our best to give a full refund if you are unhappy with the quality of your item, there are certain situations where we are unable to offer a full refund but may offer you a partial refund instead.

Any item not in its original condition, is damaged, or missing parts for reasons not due to our error will not be eligible for a refund.

We are also unable to offer you a refund if you are attempting to return the item more than 28 days after delivery.

How long will my refund take?

Your refund will be processed to the original payment method you used when you placed your order. The time it takes for this payment to arrive will depend on your bank. Your refund will be with you within 7-10 working days. 

Please note that terms will vary between bank and credit card companies, so please refer to their T&C's for their refund policy.

Shipping costs / how much do returns cost?

Should you change your mind on a product once you received it, you will be responsible for paying for and arranging a courier of your choice. Should a product be faulty then Laura James will arrange collection, free of charge.