Enter your email and order number above to request a return. Select 'ship myself at carrier of my choice' and a returns label will be sent by email .
Returns Policy / Request a Return
What products are non-refundable and excluded from your returns policy?
1) Bespoke product, made-to-order product and special order product including wallpaper and Marrakech Design Tiles.
2) Product that has been used, altered or installed.
3) Product returned without original packaging and/or not returned in a re-sellable condition.
4) Perishable products such as food, plants, perfumes and toiletries.
What is the returns period?
14 days to request a return from the date of receiving your order.
Once your return has been approved, you have a further 14 days to return the items.
Late returns are not accepted.
How do I Request Return?
Enter your email and order number in Find your order below to request a return.
Your request to return must be submitted within 14 days of receiving your order.
Our returns facility does not accept parcels without receiving this request.
You will receive an email notification with returns approval, and from this date you have a further 14 days to return the item(s).
The cost of the return delivery is deducted from your refund.
Once I have completed a returns request, what should I do next?
You will receive an email to confirm your return is accepted, along with options for the return delivery method and shipping labels etc.
From the date you receive email return approval, you have a further 14 days to return the item(s). Late returns are not accepted.
The product(s) must be returned in a re-sellable condition, and re-packed with sufficient outer and inner protective packing. See below for further information on how to take due care when returning items for their return journey.
How should I re-pack the product for its return journey?
Please take due care when re-packing and returning product.
Carefully place the product back into its original box or packaging. Do not write or stick anything on the product box itself - this makes the product unacceptable for resale and for other customers to receive.
Place the items into another packing box or postage bag (as appropriate). Re-use the original packing supplied if possible. Use protective packing materials (bubble wrap/paper etc) to keep the products secure for their return journey.
Attach the returns labels for either your own shipping provider, or the labels we have emailed to you.
The product must be in its original product box / packaging, unused, has not been installed or altered and is suitable for resale.
We do not accept products returned to us that do not meet out returns policy requirements or are damaged or broken in transit due to insufficient re-packing.
How do I receive a refund?
Refunds are processed within 2-3 business days of receipt.
An automated email notification is sent to notify you a refund has been processed back to your original payment method.
Please allow an additional 3-21 business days for your bank/payment provider to process back to your account.
How do I exchange a product for something different?
Find you order below, and select exchange.
Once we are in receipt of the returned product, the item(s) you would like to exchange for will dispatch.
Any payment adjustments will be processed accordingly.
Alternatively, for speed, you may wish to purchase the new item(s), and receive a refund for the returned item.
My order arrived damaged, what should I do?
On receipt of your order you must check the contents of the box within 5 business days* of receipt and notify us of any damages using the Find your order at the bottom of the page.
Select 'damaged' and upload photos of the condition of the outer packing box as received and also the damaged product inside. We cannot process claims with our delivery partners without sufficient photo evidence.
We will email you regarding a refund or replacement.
* Claims made after this date are not accepted by our delivery partners.
Get in touch
Have questions about your order, or a general enquiry not covered above?