One point of contact
FurnitureFurniture looks after the products you buy from us. Our supplier partners may dispatch a replacement or supply a part, but you do not need to chase a separate supplier to have your issue assessed.
Tell us about your item
Help with your request
What to send
- Your order number and the product name or SKU.
- A short explanation of the issue and which item or carton is affected.
- For damage or a fault, a clear photo of the whole item and a closer view where practical.
- For missing parts, the part number from the instructions and the carton labels, if available.
Damage on arrival
Check the cartons before assembly and keep damaged packaging while we review the issue. If a delivery is visibly damaged, photograph it where safe, let the driver know and contact us. Hidden damage can be reported after unpacking too.
Stop using an unsafe or damaged component. Please do not repair, modify or discard it before we agree the next step, unless immediate action is needed for safety. Contact us promptly; this helps us resolve the issue, without imposing an artificial deadline on your consumer rights.
Missing parts or the wrong item
Some furniture arrives in several cartons, sometimes on different days. Check the shipment details and carton numbers first. If a carton or part is still missing, send us the details and we will investigate.
If the wrong product arrives, keep it unused and let us know. We arrange the appropriate correction and the return of the incorrect item at no cost to you. If the correct item is unavailable, we discuss the remedy with you.
What happens next
We review the information and may ask a practical follow-up question or arrange an inspection. Depending on the issue and your rights, the solution may be a replacement part, repair, replacement item or refund. We will explain the plan before asking you to pack or send furniture back.
For heavy or bulky faulty furniture, we arrange collection or reasonable return transport. Keep freight receipts if you have already paid to return an item. The Warranty page explains consumer-guarantee remedies in detail.
Just changed your mind?
That is fine too. Our 14-day change-of-mind policy explains eligibility and return arrangements. Choose that reason in the form so we can organise the right process.
Need the outcome reviewed?
Reply with your order reference and explain the part of our response you want reviewed. Customer Care will reconsider the relevant information and explain the outcome.