FAQs

About My Order

I’ve placed an order but haven’t heard anything?

You should receive an order confirmation by email once you have placed an order. If you’ve completed an order and haven’t heard anything from us, please check your junk mail.

If you haven’t received an order confirmation and you have checked your junk mail, please contact us.

Can I delay delivery?

If you would like to delay your delivery, please contact us to arrange this.

About Delivery

Can I change my delivery address?

We are able to change your delivery address after you’ve placed an order. Please contact us to arrange this.

What happens if I’m not there when a delivery is attempted?

You will receive an email and text from our carrier networks. You may receive a day or a time window for your delivery. Some couriers such as DPD will allow you to amend the time window using a link in the delivery updates email.

Orders delivered with Panther logistics are able to amend delivery times by visiting their website and using their online messaging service.

Does my order come with free delivery?

All orders over £300, to a UK mainland address, come with free standard delivery.

Exempt areas where a delivery cost is incurred include the following:

• Scottish Highlands & Islands
• Northern Ireland
• Offshore Islands
• Remote areas

Can I provide additional delivery instructions?

Yes. In the delivery updates from the courier, you are able to provide additional delivery instructions.

Do you deliver to Ireland?

Unfortunately, we do not deliver to Ireland except Northern Ireland.

About Payment & Promotions

Why isn’t a promotion code working?

Promotion codes don’t work in conjunction with other offers. During sales promotion codes can’t be applied on top of sale products.

Affiliate promotion codes are only valid for 6 months. Please contact us if you are having any issues with a promotion code and we can advise.

Can I get a VAT invoice?

Yes. Please contact us if you would like to receive a VAT invoice for your order.

How can I pay for my order?

We offer a variety of payment options, including debit and credit card, as well as PayPal & Klarna payment options.

About Products & Stock

I received the wrong product, what should I do?

Please contact us as soon as you realise your product is incorrect.

If you realise when checking your product during delivery, you can refuse the delivery or sign for the order as damaged. Please still get in touch with us to resolve any issues.

Can I order a fabric sample?

Yes, you can order 6 fabric samples for free. Contact us to arrange delivery.

About Returns & Refunds

When can I expect to see the refund in my account?

It should be 3-5 days however it can take up to 14 days. After we get the product back.

After we’ve received your order back in our warehouse, your refund will be processed. It usually takes 3-5 days, however it can take up to 14 days. If you still haven’t received your refund 14 days after we’ve received your order, please contact us.

How will I be refunded?

The refunded amount will go onto the same payment method used to place the order. We can only offer this as a refund, or if you would prefer, store credit.

How do I cancel my order?

To cancel your order, you would need to contact us by email. We need confirmation of the cancellation in writing.

About Other

Can I place an order over the phone?

Yes you can. Our customer service team is here Monday to Friday 9am - 5pm who can take your order over the phone.

Our offices are closed during bank holidays and the Christmas break.

Where can I find information about your privacy policy?

You can find out more about our privacy policy by visiting the link below.