Returns and Cancellations Policy

Our mission is to help you to find the wooden furniture you will love, furniture which will be part of your home for years to come. With that in mind, we offer a returns and exchange policy within 14 days of delivery of your product to give you ultimate peace of mind. Please note, this excludes any customized and made-to-order products and products purchased in our office.

Damaged or Faulty Items: If your item is damaged or faulty upon arrival, we’ll gladly facilitate its exchange, or replacement at no cost to you.

Change of Mind or Unsuitability: If the product you’ve ordered is not customized and you have changed your mind or find the product unsuitable, you can still return or exchange it within 14 days of delivery. Please note, there will be a collection fee applicable.

Please contact us to raise your return.

A member of our Customer Services Team will process your Return Request. You will be asked to advise the appropriate reason for return, send us a photo (if required).

1. Returns & Exchanges

If you wish to exchange or return your item and the item is not customized, please contact us within 14 days of delivery and we will process your exchange for you.

A member of our Customer Services Team will process your Return Request. You will be asked to advise the appropriate reason for return, send us a photo (if required).

Please note that you will be asked to provide the proof of purchase. This could be a sales receipt or other evidence such as a bank statement.

2. Refunds.

2.1.   For returns due to damaged or faulty items on arrival, we’ll facilitate its exchange, or replacement at no cost to you or reimburse you for the product’s price and the delivery charges using your original payment method.

2.2.   For returns due to you changing your mind, providing that the item is not bespoke / customized for you, please contact us within 14 days of delivery and we will process your return for you.

2.3.   For security reasons, refunds will be processed using the same method of payment used for the original purchase unless otherwise stated. Refunds will be processed within 14 working days of receiving your returned items.

2.4.   If you have used the item and it is no longer in its original condition, you may not be entitled to a full refund. We may deduct an amount from the reimbursement if the value of the goods has been diminished.

2.5.   Please note that you will be asked to provide the proof of purchase. This could be a sales receipt or other evidence such as a bank statement.

3. Delivery Inspection and Confirmation by Signature.

3.1.   Regardless the delivery option chosen, our driver or representative will unpack your items, inspect them and give you time to check your items. You will be asked to accept the items by signing the delivery confirmation that your items have been delivered and are free from faults or damages. Please notice that an authorized person over the age of 16 must be present at the delivery to sign the delivery confirmation.

3.2.   Should any of the items have fault or damage on arrival, our driver or representative present at the delivery, will discuss the most convenient way to resolve the issue.

4. Return Collections.

4.1.   Customers cannot return the furniture themselves, they must be collected by our network delivery partners. Please contact us on 023 8039 02924 or 07311 255594 or shop@woodenfurnitureshop.co.uk to arrange a return collection.

4.2.   Please be aware that the collections are an all-day service and we are not able to advise specific collection times in advance. Collections will be arranged for within 30 days of notification.

4.3.   It is your responsibility to ensure that the goods are ready for collection suitably packaged and in the same condition as they arrived to you. If you fail to take reasonable care of the goods before they return to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.

The recommended “suitable packaging” for returns collection should resemble the original packaging in which the furniture was delivered. This must include the suitable wrapping, all-around edges protection and fronts protection with the heard board regardless if the front has glass panels or not.

4.4.   Please notice that the driver arriving to collect the items may refuse to collect the them if he considers the packaging unsuitable which could result in the damage during transport. In such case, as the van had arrived for collection as requested, although the item is not collected, the collection fee will still apply and the new collection date will need to be arranged and new collection fee paid in advance.

5. Bespoke Products.

Customized and made-to-order products typically cannot be returned unless they are defective or have been damaged during transit. Specific conditions apply to made-to-order upholstery. Please refer to our Terms & Conditions or contact us for further information.

6. Reporting Faulty Goods.

6.1.   If you encounter any issues with your order, please report them within 14 days of delivery and our team will be happy to resolve this for you. Please contact us to raise a return request.

6.2.   Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately we are unable to accept goods back if any changes have been made, as this will invalidate the manufacturer’s warranty.

6.3.   Please notice that we may arrange for our representative to come to inspect the items which have been requested to be returned or exchanged to establish the nature of the fault or damage.

7. Furniture that requires assembly.

7.1.   If you are ordering furniture that requires some assembly we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture. This is because the partially assembled items are likely to be damaged in transit when returned to us. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the goods had arrived to them already faulty. If you require a replacement part for your furniture, please call us on 023 8039 02924 or 07311 255594 and we will try to arrange a replacement.

7.2.   Unless choosing our Furniture Assembly Service, assembly of furniture is the sole responsibility of the customer. The Wooden Furniture Shop accept no responsibility for damage to any parts by a customer or a third party.

7.3.   Please note that some of our double, triple and quadruple wardrobes are not available to be delivered in one piece but are delivered in the number of segments as per number of doors. This means that those wardrobes will have all segments separated by the internal walls and will also have to be assembled.

8. Assembly Services.

8.1.   You will have an option to add the assembly service to qualifying items whilst placing your order for additional fee which varies depending on the item.

8.2.   If you have taken advantage of our Assembly service, the driver or our representative will assembly the furniture for you and give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Should you discover a fault after the delivery driver has left please contact us. You have 14 days from date of delivery in which to report any missing or damaged items.

9.  Product Colours and Finishes.

We strive to display our products’ colours and finishes on our website as accurately as possible. However, due to variations in screen displays as well as the natural wood grain pattern, we cannot guarantee exact colour accuracy. Wooden Furniture Shop can send you the wood and colours samples, find out more here. Product samples are also available to view at our office address. If you have any queries about an item’s finish, please contact us for assistance.

This Returns and Cancellations Policy was last updated on 19/01/2024.