Returns & refunds
Thirty days from delivery, no restocking fee, and a written answer within one business day of your first message. The conditions, the timing and who pays for what are all set out below.
The window and the conditions
You have thirty days from the delivery date to start a return. Pieces must be unused and in their original packaging, with any hardware, cords, shades and protective inserts included. A lamp that has been plugged in and switched on is still returnable; a lamp that has been drilled, rewired or mounted is not.
Custom orders do not exist here, so nothing is excluded for being made to order. Clearance pieces are returnable on the same terms as everything else. We do not charge a restocking fee on any return.
How to start a return
Email [email protected] with your order number, the piece you want to return and one line about why. The reason is not a hurdle; it tells us whether the listing measurements or photographs need fixing for the next customer.
We reply within one business day with a return authorization and the address to send to. That address may differ from our registered address, so use the one on the instructions. Returns sent back without an authorization can take considerably longer to match to an order and refund.
Who pays return postage
If the piece arrived damaged, arrived faulty, or is not what the listing described, we pay return postage and we send a prepaid label. If a measurement on our page was wrong, that counts as not as described and we pay.
If you simply changed your mind or the piece does not suit the room, return postage is yours. Pack it carefully; a piece that arrives back broken because it travelled loose in a single-walled box can only be refunded in part, and we would rather help you pack it than have that conversation.
Refunds
Refunds are issued to the original payment method within five business days of the return arriving and passing inspection. We email you when the refund is sent. How quickly it then appears on your statement is up to your bank, and is usually another three to five days.
A refund covers the price of the returned piece and any tax charged on it. Original shipping is refunded only when the return is our fault. If a partial return drops the order below the $75 free shipping threshold, the Standard shipping we absorbed is deducted, and we tell you the amount before processing the refund.
Damaged, faulty and wrong items
Report breakage within seven days of delivery with photographs of the item and the outer box. We file the carrier claim and send a replacement or refund without waiting for the damaged piece to come back.
If a piece develops a fault that is not wear and tear within the first ninety days, write to us. We will repair, replace or refund it, in that order of preference, and we will tell you which and why rather than leaving you to guess.