Refund policy

Changing your mind

You can return most pieces within 14 days of delivery for a refund. Tell us first — write to [email protected] with your order number — so we can give you the return address and expect the parcel.

The piece has to come back in the condition it arrived in: unused, not altered, not cleaned, with any labels still attached. A rug that has been laid and walked on is not returnable, and we would rather say so now than argue about it later.

What cannot be returned

• Pieces made to order or customised to your measurements, because nobody else can buy them.
• Anything altered, cleaned or repaired after delivery.

Neither exclusion affects your rights if the piece is faulty.

If it arrives damaged or faulty

Tell us within a reasonable time of noticing, and send photographs. Damage in transit and manufacturing faults are our problem, not yours: we arrange and pay for the return, and you choose a repair, a replacement or a full refund.

Do not send a damaged piece back before speaking to us — the courier's claim usually depends on the packaging, and we may need photographs of it.

Who pays for the return

If you changed your mind, you pay to send it back, and we recommend a tracked service — until it reaches us it is your parcel. If the piece was faulty, wrongly described or damaged in transit, we pay.

Getting your money back

Once the piece is back with us and checked, we refund within 10 days to the method you used, or by bank transfer where you paid cash on delivery. We refund the price of the piece and, where the return is our fault, the original delivery charge as well.

Cancelling before it ships

An order that has not been dispatched can be cancelled outright — write to [email protected] with your order number and there is nothing to send back.

Your statutory rights are not affected by anything on this page.