Can I Change or Cancel My Order?

We have a simple cancellation and returns policy to assist you if needed. We can cancel your order up until the point of dispatch. If you wish to cancel your order, please contact us as soon as possible. The quickest way to reach us is through email: hullfurnitureoffice@gmail.com or give us a call on 01482 738 433 (available from 10am to 3pm Mon-Sat). If your order has already been shipped, we cannot guarantee that it can be cancelled, but we will work our hardest to find the best solution.

How Do I Return My Order?

We hope that you love your new furniture, but if you change your mind, you can return your item(s) for a refund. Simply contact us within 14 days of receiving your order. A member of our customer service team will confirm your order and eligibility for a refund. To ensure your item is returned safely, please repack it in its original packaging. We strongly advise you to use a reliable tracked delivery service.

If you need to return a product, please send it to:

Unit C6 Chamberlain Road, Base Business Space, Hull, England, HU8 8HL

Once we receive your return, our warehouse team will inspect the item to ensure that it is in resalable condition. Please note that it may take up to 14 days from the item’s arrival at our warehouse for your refund to be processed. We will refund your item, excluding the initial delivery charge, to your original payment method.

Please note that we can only accept your return under the following conditions:

– It is in its original packaging (as it arrived)

– It is undamaged and unassembled

– You return it within 14 days of receiving your order.

Can I exchange my order?

Unfortunately, we do not offer exchanges at the moment. However, if you receive a damaged item, please contact us with your order details and images/videos of the fault. We will be happy to assist you with a replacement or refund.

If you’re not satisfied with your purchase and would like to swap it for something else, you can place a new order and return the unwanted item.

What if my item is damaged when it arrives?

In the event that your purchase arrives damaged, we understand how disappointing it can be. If this happens, you are eligible for a replacement or a refund.

When the courier delivers your item, please check for any external damage to the packaging. If there is external damage, inform the driver immediately. Carefully inspect the internal items. If the product you have purchased is damaged or faulty, please notify us within 48 hours of delivery with photographic evidence or please contact us within 48 hours of delivery with your order details. We will be happy to assist you with a resolution. 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. This will also allow 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.

Please note that 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 delivery date for your order. In some cases, an order containing several boxes may be delivered by separate vans. If you do not receive all of your order on the expected date, please contact us within 48 hours so we can 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. However, if we’ve missed something or sent the wrong item, please let us know. We will assess your complaint and offer you a solution in the form of a refund or replacement.

Will I be entitled to a full refund?

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

Please note that any item not in its original condition, 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’re attempting to return the item more than 14 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 banks and credit card companies. Therefore, we advise referring to their T&C’s for their refund policy.

Shipping costs/how much do returns cost?

If you change your mind on a product once you’ve received it, you will be responsible for paying for and arranging a courier of your choice.