Returns & Refunds

Email shop@furniturelovers.co.uk first. Do not send furniture to our registered office, a warehouse or a supplier unless we have confirmed that return address for your order.

Each button opens a new email to shop@furniturelovers.co.uk with the subject already filled in. Include your name, order number and the product; for damage or a fault, add a description of the issue and clear photos or videos.

• What do I do if there is a problem with my furniture?

  Inspect the furniture carefully when it is delivered and point out any visible damage to the delivery team where you can. Then email shop@furniturelovers.co.uk as soon as possible with your order number, an explanation of the issue and clear photos or videos.

  Reporting a problem after delivery does not remove your statutory rights, and neither does signing for the delivery.

• How do I request a return or refund?

  Email shop@furniturelovers.co.uk with your name, order number, the product and the reason for your request. We will review it and send you the return instructions, including the address to use.

  Please do not send bulky furniture back without contacting us first. The wrong address or an unsuitable carrier can delay or complicate your refund.

• What if I change my mind?

  For most eligible online purchases you have 14 days from the day you receive the goods to tell us you want to cancel. Email shop@furniturelovers.co.uk within that period; you do not need to give a reason. You then normally have a further 14 days to return the goods.

  For a change-of-mind return there is no routine collection service, so you arrange a suitable furniture carrier and pay the direct cost of the return transport, to the address we give you. Sofas are bulky and should not be sent with a parcel service. The cost depends on the carrier and the distance, so if it matters to your decision, ask us before you order.

  If the item is faulty, damaged or not what you ordered, none of this applies: contact us and we arrange or cover the return.

• What if my furniture arrives damaged or incorrect?

  Point it out to the delivery team where possible, and email shop@furniturelovers.co.uk promptly with your order number and clear photos or videos. Do not book your own return transport.

  We will assess the issue and advise on the appropriate remedy, which depending on the circumstances may be a repair, a replacement part, a replacement, a price reduction or a refund. Where a return or collection is needed, we arrange or cover it.

• How do I make a warranty claim?

  Email shop@furniturelovers.co.uk with your order number, a description of the issue and clear photos or videos, using the subject line Warranty Claim - Furniture Lovers. Every piece carries a 1-Year Guarantee and a 5-Year Extended Structural Guarantee; the full terms, including what is not covered, are on the Warranty page.

• How and when will I be refunded?

  For a valid change-of-mind cancellation, we process the refund within the legally required timeframe once the returned goods are received or you provide acceptable evidence they have been sent back, subject to any lawful deduction for diminished value.

  Refunds go to the original payment method unless another method is agreed.

• What condition does the furniture need to be in?

  You may inspect the furniture as you reasonably would in a shop, and we ask you to take reasonable care of it while it is with you. Where the law allows, we may reduce a refund if the furniture has been handled or used beyond what is needed to establish its nature, characteristics and functioning, and that handling has reduced its value.

  Keep the original packaging until you are sure you are keeping the furniture.

• Can I return a made-to-order or customised item?

  Items genuinely made to your specification or personalised may not qualify for change-of-mind cancellation. Any such restriction is made clear before you place the order. Your rights in relation to faulty or misdescribed goods are not affected.

Every piece carries a 1-Year Guarantee against manufacturing defects in the frame and springs, and a 5-Year Extended Structural Guarantee on the frame at no extra cost. What is covered, what is not, and how to claim are set out on the Warranty page.

Nothing on this page reduces your statutory consumer rights, including your rights when goods are faulty, damaged or not as described. Signing for a delivery, or reporting a problem after the delivery team has left, does not remove them.