- Can I see or try the products on your website before I buy?
Although we do not have a physical store, many of our brand partners operate showrooms where you can see and try their products. Please contact us with details of the products you like and we will let you know if they are available for viewing.
- Can you provide samples before ordering?
Some of the brands we work with operate showrooms where you can see fabrics and other samples. Please contact us to discuss your requirements and we can arrange appointments for you. In addition, we can also send you samples of fabrics and other materials for some of the products we offer. Please contact us for more information on availability and cost.
Wallpaper samples can be purchased here.
- Some products are listed as "POA". What does that mean?
POA, or Price On Application, refers to products which are too complicated for us to show the prices for. This is usually because they come in too many variations in terms of sizes, finishes and fabrics etc for us to list out in full. Please contact us with your product requirements and we will provide you with a custom price quotation.
- Do you sell products other than the ones shown on your website?
Yes, we offer products from a large number of brands, not all of which are shown on our website. In addition, for the products that we do offer on our website we don't always show all the available variations (colours, sizes, fabrics etc). Please contact us for more information on how to order these products.
- Can I order your products in custom sizes and specifications?
Many products we offer can be customised in terms of colour, sizes, fabrics etc. Please contact us with details of what you require and we will provide you with more information on feasibility and cost.
- How can I track the progress of my order?
For products with production lead times, you can contact us for updates on production and delivery schedules. Once your order has shipped, you will receive a shipping confirmation email containing a unique tracking number allowing you to follow your order on its journey to you.
- What forms of payment do you accept?
Payment can be made using all major credit or debit cards, PayPal, Apple Pay or Shop Pay.
Alternatively, you can pay for your order via bank transfer by contacting us with the products you wish to order and your delivery details. We will then send you an invoice with our banking details for you to complete the purchase.
- Do you offer trade discounts?
Yes, we offer discounts to design professionals and commercial customers. The trade discounts we offer vary depending on brand and order value. Please sign up as a Trade Partner to access our VIP (Very Important Partner) benefits.
- Do your prices include VAT?
Yes, all prices on our website are inclusive of applicable UK VAT at the current rates.
- Will I have to pay VAT on my order?
VAT must be paid unless you are a customer from outside the UK (including countries in the European Union), in which case you do not need to pay UK VAT. For orders with delivery addresses outside the UK, the UK VAT included in our product prices will be deducted automatically at the Checkout.
Customers from outside the UK (including countries in the European Union) will be liable for paying any applicable local VAT or similar sales taxes. Once the shipment reaches its destination country, the relevant authorities or the shipping company will contact you with further information on such taxes, which must be paid by you before the goods can be delivered.
- Can you provide a VAT invoice?
Yes. For a copy of your VAT invoice please contact us with your order number and we will be happy to provide you with one.
- What are your delivery charges?
Delivery charges for most products are based on the size and weight of the products ordered and the delivery address. The UK delivery charges for some products are based on the order value of those products, including free delivery for orders above certain values. You can check these charges at the Shopping Cart or Checkout. Please note that delivery charges for furniture, lighting and other large items can be significantly higher than for smaller items. If you have any issues with delivery charges please contact us and we will work out the best quote for you.
- Do you deliver outside the UK?
Yes, we deliver worldwide.
- Are customs fees included in the delivery charges?
For UK deliveries all customs duties, clearance fees and other import related charges are included. There will be no further charges once you have paid for your purchase.
Deliveries outside the UK may be subject to import duties and taxes (including any applicable local VAT or similar sales taxes), which are outside our control. Once the shipment reaches its destination country, the relevant authorities or the shipping company will contact you with further information on such charges, which must be paid by you before the goods can be delivered.
- How long will my order take to arrive?
Delivery lead times are indicated on each product page. These times are non-binding estimates only, based upon the best available information available at the time the estimates are made.
- Do you offer white glove delivery service?
Yes, we offer an enhanced delivery service for furniture and other bulky items in the UK. This includes warehouse storage for a limited period, delivery at an agreed time slot, delivery to your room of choice, product assembly and removal of packaging. Please contact us for a quotation.
- Can I change my delivery address once I've placed an order?
It is only possible to change your delivery address if your order has not yet been processed. Please note that your order may incur additional delivery fees based on the updated location.
- What do I do if I receive the wrong item?
We're sorry you received the wrong item! Please contact us right away and we will arrange for the correct item to be sent to you. In the meantime please make sure the wrong item is kept in its original packaging, as we are likely to arrange for it to be returned to us.
- What do I do if my order arrives damaged?
We expect the delivery to go smoothly. However, when the package is delivered to you please check if there are any external signs of damages to the packaging. If so, please take as many images as possible and ask the delivery person to note the damage in their system before you accept the delivery. If the damages are substantial you can refuse to take delivery.
Once you have taken delivery please check the goods and report any damages to us within 24 hours. Please provide us with the following information so that we can devise a suitable solution:
- Order number
- Details of damage sustained (eg. scratched, broken etc.)
- Images of damages
- Images of packaging
- What do I do if my delivery gets lost?
Please contact us with your order number and we will check with the delivery company. If you have already been in direct contact with them (for example if you had requested a change in delivery details) it might be more effective for you to contact them directly for more information on your delivery.
- What is your return policy?
For standard products which have not been made to order you may return them within 14 days of delivery to an address specified by us. The product you return must be in new, unused, condition with all the original packaging and product tags still attached.
Products that have been made to order cannot be returned. If such products are received damaged or defective then replacements will be manufactured and delivered as replacement as soon as possible.
- How do I return my order?
Returns must be sent back within 14 days of delivery to an address specified by us. The package and its contents are your responsibility until they reach us. The cost of returning the goods is at your expense. This does not affect your statutory rights. We recommend you use reputable delivery companies with parcel tracking and proof of delivery services. We are not responsible for returned goods being lost or damaged in transit.
- How will I be refunded?
Refunds will be returned via the payment method used to place the order.
- How long will it take to receive my refund?
Your return request will be processed as soon as we receive the returned items. We will let you know by email once this has been finalised. Any refunds we make should be complete within 24 hours.