Return Policy

Last updated: 15/09/2025

30-Day Return Window

We offer a 30-day return policy, giving you ample time to request a return after receiving your item.

• Items must be in original packaging, with tags attached, and in the same condition received (unworn/unused).
• Proof of purchase (e.g., receipt) is required.

Non-Returnable & Non-Exchangeable

Items that are made-to-order, custom-made, or made with the customer’s own material (COM) cannot be returned, exchanged, or refunded. Deposits on these items are non-refundable.

Returns

Items specifically made-to-order to your chosen finish or upholstery colour cannot be returned. This complies with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. ‘Made-to-Order’ items are clearly identified on the product page. If you receive a damaged or faulty made-to-order item, we will arrange a replacement as soon as possible.

• Place orders only when you’re certain about suitability. Once production starts, orders can’t be modified or returned unless we supplied the wrong item/specification.
• Ensure access to your property is feasible (doorways, stairwells, intended area). We rely on your measurements and access checks.

Right of Withdrawal (14 Days)

Customers may return their order within 14 days of receipt, provided the product and its packaging are in the same condition as received.

• Report courier damages or incorrect deliveries by email within 3 days, with clear photos.
• Return shipping costs are the customer’s responsibility.
• We inspect returns for substantial integrity before approving withdrawal.
• If goods were damaged in transit, we’ll notify you within 5 working days so you can claim with your chosen carrier (if insured). Your withdrawal request will be cancelled and the product made available for collection.
• We are not responsible for damage/theft/loss on uninsured return shipments.
• The right of withdrawal does not apply to made-to-order, custom-made, or personalised/COM goods (per Legislative Decree 09/06/2005 n. 206, art. 55).

Cancellation

• Made-to-Order/custom items can be cancelled or modified within 7 days of placing the order.
• After 7 days, production is presumed to have started and changes/cancellations are no longer possible. These items cannot be exchanged or refunded, even if delayed.
• If your made-to-order/custom item is not delivered before the 30th calendar week, you may cancel and request a refund.
• Items made in the customer’s own material (COM) are final (no cancellation, exchange, or refund).

Unwanted Items / Incorrect Items

For standard (non-custom) products, contact us within 14 calendar days of receipt. Items must be returned within 14 days of cancellation to receive a refund. A 20% restocking fee applies to unwanted returns.

• Return in new, unused condition with all original packaging and tags intact.
• Signs of wear/use will result in refusal and return to purchaser.
• Buyer covers return shipping and must insure goods in transit.
• Keep all original packaging and repackage carefully.

Damaged / Faulty — Standard Goods

If damage occurs during shipping/handling, notify us within 48 hours with photos and a description. Inspect merchandise before signing the Proof of Delivery; if you can’t inspect, mark it as “damaged” before signing.

• Signing without noting damage releases the transporter and prevents damage claims.
• Keep all original packaging and inserts (evidence for claims).
• Damaged products are replaced (unless our team advises otherwise).
• We may request the return of the defective unit before sending a replacement.

Damaged / Faulty — Made-to-Order Items

If a made-to-order item arrives damaged/defective, we will repair locally or replace parts at no cost, provided the following:

• Photograph external damage before opening and inform the courier at delivery; keep all packaging.
• Unpack and inspect immediately; claims for delivery damage/defect must be made within 3 days.
• Email photographic evidence immediately after receipt.
• Returned made-to-order products must be in original packaging to prevent further damage.
• For EU cases, we typically resolve via reimbursement (replacement parts or compensation). Warranty is void if any item has been modified from its original condition.
• If you decline repair/replacement, you may return the item for a refund; return shipping is at the client’s expense (we do not collect return items).

Refunds

After we receive and inspect your returned item, we’ll notify you if your refund is approved. Approved refunds are issued to the original payment method. Card payments are refunded to the same card. Orders paid by bank deposit receive a store credit.

Your bank or card provider may take additional time to process and post the refund.

Need Help?

For any return questions, email us at [email protected].