Frequently Asked Questions

Orders and Payment

Will I get confirmation of my order?
As soon as your order is placed, you will receive an automated email confirming your order details to your email address. This means we've received your order in our system and we've pre-authorised your payment method ready for your purchase. This email does not mean your order has been accepted though. After we run the checks that the item you've ordered is available for despatch, that all the details are correct and that your payment method is working, then we will accept your order and email you regarding the delivery. If we cannot accept your order, you will receive a cancellation email explaining the reason and your payment method will not be charged.
I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:
  1. Our emails might be going to your junk or spam folder
  2. There might have been a misspelling when you entered your email address during checkout
  3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.
  4. Your order did not go through.

Contact us on if you cannot locate our emails in your spam folder. 

Where can I find my order number?
Your order number can be found on your confirmation email or in your Account section of the website.
Where can I see my previous orders?
Your previous orders are available in your Account section of the website. If you haven't created an account, you could search your email for previous emails from us.
What type of payments do you accept?
We accept all major debit and credit cards, including Visa, Mastercard, Amex, Maestro, Diners Club, Discover. We also accept additional payment methods through PayPal, Amazon Pay, Google Pay, Apple Pay, Shop Pay.

We also partner with Klarna for Pay Later and Pay in 3 Instalments options.

Is it safe to buy online through your website?
Absolutely. strives to provide our customers a safe and smooth customer experience. This site uses SSL encryption technology that so you never have to worry about credit card safety.

The card payments are processed by Shopify Payments, which is compliant with all safety requirements and uses 256-bit SSL encryption. Other payment methods (Apple, Google, Amazon, PayPal, Klarna) would use their own safety encryption and are all compliant with security requirements. Your full card details are never visible to any individual.

I am asked to pay extra charge. How do I know if it is legitimate and not scam?
Sometimes after you placed an order and paid there might be additional charges involved in your order. That would typically be connected to either upgrade of your delivery service from the free one offered, if you agreed to it, or redelivery charge, in case you were not available to receive delivery on the pre-agreed day or you failed to mention restricting access circumstances, so that the delivery driver could not reach you (see more in our Delivery Information).

Either way, you will be contacted first to discuss the matters either over email or phone. Only after we agree on the way forward and you agree to extra charges, we will share with you an official invoice with details of the charge and our details including BACS details for the payment. In the future we will add online payment option for extra charges as well. 

Note that we will never ask you to make any payments without prior contacting you and discussing the situation and without sharing an invoice. You should also check the real email address it is coming from to avoid phishing. If you have concerns regarding authenticity of the email you received, please email us on and we will be able to confirm if we have contacted you or not.  

Do you offer financing?
We have partnered with Klarna to provide you a smoother shopping experience. Klarna is offering Buy Now Pay Later and Pay in 3 Instalments options. You can read more about Klarna here.
Why do you need my phone number?
Some of our couriers require a contact number to ensure a smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.
Can I buy items which are out of stock?
Short answer - depends on the item. You can email us on referencing the full item name or SKU and asking regarding the back in stock date. We will then check with our suppliers the expected stock date and, depending on the time frame and the supplier, we could place a back order for you if that is possible and you are willing to wait.
Do you price match?
No, we do not price match. We price our products competitively, but we believe that to provide a good customer service and help you along your buying experience is much more important than to be the lowest priced retailer. Our philosophy is that, in the end of the day, being certain that your retailer would help you, hear you and will not leave you stranded if there is an issue with the order, is a better way to save your nerves and money, than going for the lowest price.
Do you offer trade discounts?
We do not have a dedicated trade department, but if you want to place a large order you can email us at and we can discuss your order and what we can do for you.
What if I put wrong information when placing an order?
Contact us as soon as possible once you realise the information you have provided is incorrect. We can adjust the information on our end. However, if the goods have already been despatched, you might have to pay the delivery charge to the new address. You can read more in Delivery information. Best is to check that all your details are correct in the confirmation email you received after placing the order.
Why my discount did not apply at checkout?
Firstly, we wanted to highlight that the only source of valid discount codes is our media - our website, emails or social media. Any discounts mentioned on third-party websites with discount codes are not monitored by us and we cannot monitor the information there. So it is highly likely that those codes would not be working.

Once you are sure, your source of the code is reliable, there are several things you should check: (i) that you copied/typed the code exactly as it is case sensitive; (ii) check the email / promotion terms that there are no exclusions which would be listed under asterisk (*); (iii) check the promotion dates - some codes have time limits till they can be used; (iv) if you enter the code and then go back / leave the page the input information can be lost. 

If you've tried it all and the problem isn't solved, contact us and we will advise you.


Where do you deliver?
We deliver to the United Kingdom only.

Please Note: There may be additional charges for 'offshore domestic regions': Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands and Northern Ireland.

Unfortunately, we do not deliver outside UK.

Do you provide order tracking?
We use a range of 3rd party couriers given the variety of products and various warehouse locations. This means that with some courier services the tracking will be provided, in which case you will receive an email with the tracking link once the order has been despatched. If the couriers do not provide the tracking service, you will be communicated the expected delivery date. Typically, a day before we would be able to obtain the hourly estimate of the delivery as well on request. You can always contact us about your order and we will provide you an update on your delivery.
How long does delivery typically take?
The product pages show estimated delivery time windows only and may vary. These estimates are provided for mainland UK only. Delivery to NI and the offshore UK territories typically takes longer. You can contact us to get the delivery estimate before placing an order or you will be notified by us regarding the estimated delivery date once your order has been processed. You would receive the emails regarding the estimated delivery date and the despatch date, as well as despatch confirmation email once your items have left the warehouse.
How can I book a delivery date?
Your experience of scheduling a delivery day will depend on the carrier in charge of your delivery. In some cases you can give your delivery day preferences to us and we will pass this information to the carrier. Other times, carrier local depot schedules the deliveries themselves, in which case the carrier will contact you directly to agree the delivery date, once they received the item from the warehouse.
If I have ordered several items, will they all arrive at the same time?
If your order is for several items there is a chance they might be delivered at different times if they are despatched from different warehouses. In that case you will be notified about the despatch and delivery of the ordered items separately.
Can I provide more detailed delivery instructions? How?
Absolutely. You are welcome to provide any information that would help the delivery. Moreover, you must provide any information on restricted access to your property, like narrow roads, low bridges, gated communities or anything else that could restrict a large truck access. Failure to provide such information in a timely manner could result in extra redelivery charges after failed delivery. Having this information in advance would allow the carrier to choose the vehicle appropriate and fit for the purpose.

You can give the detailed instructions either at the Cart page in the Special Instructions box or emailing us at

Do you offer assembly services?
We do not have a separate assembly service available, but there are options to add assembly service for some of our products, which will be provided at extra charge. Contact us if you wish to check if assembly service is available for your product.
My order hasn't arrived. What should I do?
If you have been provided with the tracking details and consignment number, you should contact you delivery company first and raise the issue with them. If you cannot reach them or if you were not provided that information, contact us referencing you order number and describing the problem at
What happens if I miss my delivery?
The deliveries are signed and you need to be present to accept it. If there is no one to accept the delivery on the agreed delivery date, you will be charged a redelivery charge. You will receive a quote which depends on the destination and package size of your order.
What if I made an error in shipping address?
It is your responsibility to check that delivery address details were input correctly and that you mention in notes any details that could complicate the delivery - gated communities, restricted access, etc. Let us know of the shipping address error as soon as possible. If you notice the error soon enough, there is no issue - we will amend the delivery details for you. However, if the delivery has been attempted to the wrong address, item has been already shipped to a local distribution centre close to the error address or delivery could not be completed due to restricted access/gated communities/etc, you will face extra charges for redelivery which will depend on the package size and distances travelled.
Can I reschedule my delivery?
You can reschedule your delivery for the preferred day minimum 48 hrs before the expected delivery date. Rescheduling the delivery last moment would result in extra charge of redelivery which would be quoted for you depending on the destination and package size. If you have your courier contacts and your consignment number you can contact them directly. Otherwise, contact us to ask for a change of date.
How much does the delivery cost?
We offer free delivery to the mainland UK. There will be additional charges for offshore domestic regions. If you wish to upgrade to a faster delivery service or delivery to the room of choice, wherever available, that would be at additional charge as well. Additional charges would depend on the size and weight of the package and the distances travelled.
Do you have weekend delivery?
Unfortunately weekend delivery is available for a small portion of our products only. You can check with us if such option exists for the product of your choice. Weekend delivery would be at additional charge vs the free delivery offered.
Why some products have very long lead times?
You will notice that some products estimated delivery date is over a month. That typically happens if the product is MTO (made to order) and will usually be stated in the product description. MTO products are manufactured specifically for you in the British factories and hence the longer lead times. While it does take longer for made to order items, trust us those products are worth the wait!
Why my delivery is taking longer?
Whilst in the vast majority of cases the deliveries are done within the estimated time windows provided at the time of placing the order, we cannot guarantee the delivery window. Increased delivery times usually happen at busy shopping periods, like Black Friday and Christmas. At those times you will be contacted within 24 hours (48hrs if on the weekend) post order placing in case the delivery window is expected to be longer and provided with an updated estimate. Only if you confirm the acceptance of a different timeline, your payment method will be charged.

Besides we do as well experience some delivery disruptions from time to time  like any other retailers post Brexit. We do notify the customers in case there is expected a delay in delivery immediately as we possess such information. In such rare instances, we do apologise for any inconvenience caused by the third-party delivery companies and we strive to provide the best service we can for you.

Do I need to be present to accept the delivery?
Yes, someone needs to be at your delivery destination to accept the delivery. The delivery is signed. By signing the delivery slip you accept that the package looks good and hence there is no damage to the product done during transit. It is important to check on delivery, with the courier present, that the packaging looks whole. If the packaging has been visibly damaged, do not accept the delivery. It would make the exchange of the item much easier and faster.

If there is no one to accept the delivery, you will be charged a redelivery charge. You will receive a quote which depends on the destination and package size of your order. 

What is a pallet delivery?
Some items are delivered on pallets to prevent them from damage during transit. This typically concerns mirrored items and larger items or a group of items if it is a one man delivery. With pallet delivery, pallet stays with you. We would contact you asking if you are able to accept the pallet. In case your delivery is a pallet delivery, we kindly ask you to dispose of your pallet responsibly.


What is the exact product size?
We provide the 3 dimensions and the net weight of the product on the corresponding product page. We advise though that the sizes are approximate and there could be some small discrepancy in numbers as they are measured by hand. If you are interested in more detailed sizing information, like inside drawer dimensions, distance between armrests, etc, or you are looking into dimensions and weight of the packaged item, you can email us at and we will check that information for you wherever possible.     
I am worried my purchase won't fit?
If you are worried your purchase won't fit into your premises, these are the best steps to do: 1. Carefully measure all your doorways, hallway, staircase, any other tight/narrow/problematic places your purchase needs to pass to reach the final place. 2. Carefully measure the dimensions of the placing you want your item to stay in. 3. Contact us for sizing of packaged item as we only provide the dimensions of the item itself without packaging. Packaging adds additional cm and weight to the size of the item. 4. Allow a rounding arrow of +/-3cm to make sure the item still fits if there is some sizing discrepancy.
Do you provide material swatches?
Material swatches availability would depend on the product in question. Email us on to check if we provide the swatch for your product in question. Please reference the full product name or SKU.
Do you offer a warranty or guarantee on your products?
The availability, the length and the extent of the guarantee coverage depends on the product. The product pages would mention if the guarantee is provided for the product. The guarantees do not cover fair wear and tear. If you are in doubt feel free to contact us.
Do you provide assembly instructions?
Assembly instructions are included in packaging together with the item to assemble. If for some reason you cannot find the instructions, you can check the product page, as some products would have instructions available to download directly from the page, or contact us and we will send you one.
Is assembly required for my product?
We have three types of products: fully assembled (no assembly required), partial assembly required and assembly required. The type of assembly requirement would typically be stated on the product page. Partially assembled products would normally require minor manipulations - like attaching the door handles, legs etc. If you are not sure about the type of assembly required and extent of works necessary you can email us and ask for the details and assembly instructions.
What are veneers?
Veneers are thin cuts of real wood which are attached to the strong core surface, typically some composite wood. Veneers are typically longer lasting than solid wood as they are less prone to warping and splitting. Veneers are also much lighter than use of solid wood and are more sustainable and environmentally friendly as they maximise the use of a single log. Use of wood veneers would also put the overall price tag down vs a solid wood piece of furniture.

In practice, typically a combination of solid wood and wood veneers would be used. Solid wood will be utilised for legs and frame, i.e. structural support of the piece, as it is heavier and can support the weight much better than composite wood. While composite wood will be used for parts of furniture which need to be kept light and wood veneers would coat it to provide a look and feel of solid wood.  

What is composite wood and MDF?
Composite wood is a range of materials based on mixing wood with plastic (e.g. resin) and/or straw to improve the durability and characteristics of the wood, for example, to make it more resistant to moisture and temperature changes, as well as to provide smooth finish which can be difficult to achieve with solid wood. Composite wood is also more sustainable as it uses recycled wood.

MDF (medium-density fibreboard) is a type of composite wood and is often used in furniture. MDF then would be covered with wood veneers to provide a beautiful look and feel of the solid wood.  

What does heat resistant technology for table tops mean?
Some of our tables mention heat resistant technology. Firstly, it is worth mentioning that heat resistance does not mean fire resistance. Secondly, there is no exact temperature level serving as a limit to heat resistant quality. But generally speaking, you cannot put a pan straight from the hob/oven to the table, but you can put a hot cup of tea or a plate of hot soup on the table and they will not leave the white heat marks which often appear on surfaces without resistance to high temperatures.
Can I place the mirrors in the bathroom?
Our mirrors are not designed for the use in the bathroom. The coating and the frames are not resistant to high humidity environments. If you place our mirrors in the bathrooms, that would invalidate any guarantee you have on the mirror. So if you still want to do that, do that at your own risk.

Order help

Can I cancel / edit my order?
Yes, you can cancel your order or can remove item prior the delivery by notifying us of your decision over the email to Please provide your order reference number and Item name/s or SKU/s which you want to cancel.

If your cancellation happens after the order left the warehouse, you will be liable for the return shipping fees of the product/s back to the warehouse and a restocking fee. 

Made-to-order items which are specifically manufactured for you can be cancelled prior the production began. If the production process has already started, we cannot guarantee that cancellation would be possible.

You can find more details in our Returns and Refunds policy page.   

Can I return the product I don't like?
You have the right to return the product, if you changed your mind about the purchase, within 14 days from delivery date to you or your nominated person. You need to let us know over the email and, in case of the return of non-faulty product, you will have to bear the return shipping costs and restocking fee. The returned product needs to be in the original packaging, in resalable condition, and not been previously assembled. You can find more details in our Returns and Refunds policy page. 
My item looks different from the picture on the website. Am I entitled for return / refund?
We try our best to give you as much information as we can on the products before you make the purchase decision. If however the product arrived and it does not look as described, please report it to us as soon as possible and not later than 72 hours after the acceptance of delivery by writing to our email address with details of your order and item in question, delivery date, pictures and description of the problem. After reviewing your claim, we will come back with the options available for you.

Please note that some features are not considered defects / 'not as described', namely: some discrepancies in colour might happen as this depends on your screen and lighting, furniture from natural materials would have unique patterns and can differ in colour from piece to piece, hand made and old styled items would have some differences from piece to piece as well.  

You can find more details in our Returns and Refunds policy page. 

My order arrived, but it is damaged / wrong item / has parts missing. What are my next steps?
Upon receipt of the goods, you should inspect the delivery for the items damaged in transit. First, inspect the packaging at the delivery point with the driver present. Do not accept the delivery, if packaging is visibly compromised. Preferably sign the delivery slip as "damaged" alongside with your signature and take a picture of it for your record. This will ensure a smooth replacement/refund of the damaged item. Please note that signing the delivery slip and acceptance of the parcel indicate there is no visible damage of your delivered goods.

If the packaging is alright and delivery accepted, you should inspect the delivered products before trying any assembly. Please check that you have all the parts present and in order before proceeding with assembly. We cannot accept the returns of the products you tried to handle and assemble before inspection.

If you notice a problem with the delivered order, let us know as soon as possible within 72 hours after the delivery via writing an email to with the following information:

    • Order reference number;
    • Item/s name or SKU;
    • Date of delivery;
    • Detailed description of an issue;
    • Pictures of the packaging, of the full size item with the defect or missing part, the close-up pictures of the defect.  

Upon receival and approval of your claim, we will work with you on a solution, which could range from repair service, partial refund, free return and refund, free replacement depending on stock availability or shipment of missing parts. Once we receive your return, the replacement item will be sent to you at our expense.

Please keep hold of the packaging until we reached the solution, as the returns are only possible in the original packaging. 

You can find more details in our Returns and Refunds policy page. 

How long does refund take? 
The refund is processed within the 7 day period after we received back and inspected the returned goods; unless you kept the item and we issue you a partial refund or full refund after early cancellation, in which case it will be processed within 7 days from the agreed refund date.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. Please note that some payment providers might be charging the fees. 

You can find more details in our Returns and Refunds policy page.