IMPORTANT NOTE: The below Terms are for orders which were placed on or before 8th September 2023. For our updated terms please see Delivery and Returns
Returning an Item
Basically...
If there is something wrong with your purchase
Let us know within 30 days if your item(s) is damaged
If you change your mind about a purchase
You have a 30-day period to return unwanted items
You pay the postage fee to send unwanted goods back to us
You have 30 days after your item is delivered to return it (unless it is faulty or damaged, please see below).
Before you return any item(s), you will need to fill out a Goods Return Form (this can be found on the back of any Parcel Contents Note we have sent you).
Once you've sent your item(s) off for return, it can take up to 14 days for them to be received back and your refund credited to your account. If you want to track this process, simply sign in to Your Account and click on Your Credit & Returns.
Returns Address
Studio Returns Department Henry Street Church, Accrington BB5 4EL
Alternatively, for larger goods (for example, home appliances or furniture), please contact us and we will arrange collection for you. If we accept your return, we pay for the collection.
Damaged Items
If you receive a damaged item, please inform us within 30 days of delivery and we'll be happy to help.
All you'll need to do is return the damaged goods with a Goods Returns Form (found on the back of any Parcel Contents Note) and make sure you keep a receipt from your courier as proof of return.
If more than 30 days have passed since purchase or delivery, and your item is faulty, please contact our Customer Services team.
Please bear in mind, we don't offer exchanges or refunds if your item is faulty due to accidental damage, neglect, misuse, or normal wear and tear.
Other Returns
Jewellery
Contact our Customer Services Team to be advised on the returns procedure. Please use the Special Delivery post service for returning jewellery goods with a value in excess of £50, failure to do so will mean that you are responsible for the cost of any goods lost in transit.
Furniture
Please ensure that due care and attention is taken when un-packing your furniture purchase. Returns will only be accepted in the original packaging within your 14-day cancellation period. We may make a deduction from any refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you, for example a customer returns flat pack wardrobe, which s/he has clearly attempted to assemble by opening packs of screws and trying to fit the parts together.
Large Domestic Appliances
Please make sure the goods are checked carefully before the delivery driver has left your home and before they are installed and used. If, after checking the goods, you are not completely satisfied for any reason, the goods will be taken back by the delivery driver.
Suites
Where goods are faulty or damaged on receipt, we will arrange for the goods to be inspected and agree a course of action with you. If the goods can be repaired that will be done, if not a replacement, or a full refund will be arranged.
Petrol Powered Products
Please note that petrol products should never be transported with petrol inside. We are unable to accept a returned goods containing petrol due to Health & Safety legislation.
This does not affect your statutory rights.
Personalised Goods
*As personalised products are tailored specifically for you, we cannot issue a refund or cancel your item once the order has been processed, unless the product has developed a fault within a reasonable time since delivery or has been delivered damaged.
Your statutory rights are not affected should goods be faulty or damaged.
Other Non-Returnable Goods
You cannot return pre-recorded material, software, fragrances or confectionery were the seal has been broken, or mobile phones that have been activated. For reasons of health and hygiene, mattresses which have been unwrapped, earrings for pierced ears, body bars, swimwear and lingerie, are also excluded. Your statutory rights are not affected should goods be faulty or damaged.
