Returns Policy

Returns & Refunds

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 by telephone if you wish to cancel your order. You can give our team a call on +44 (0) 1865 692 194 to request this. 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.

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?

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.

It’s important that you carefully inspect the item on delivery and if there are issues with the package please let the delivery partner know immediately. If this is the case, please contact us with your order details and we will be happy to resolve this issue for you. It’s really helpful if you also include images or videos of the damaged items so that we can assess if you require replacement parts or a full refund.

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

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. It can take up to 14 days to process your refund, once we have done so it can take your bank between 1 and 30 days to action your refund.

Please note that terms will vary between bank and credit card companies, so please refer to their Ts&Cs for their refund policy.

Shipping costs / how much do returns cost?

You will be responsible for paying for your own shipping costs for returning your item. We will give you details on our preferred shipping company; however, if a collection is arranged for you by Laura James home, then the shipping cost will be deducted from your refund.

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