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Returns & Refunds - Cancelling Your Order

Cancellation Period

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Since orders are despatched promptly, we are unable to cancel orders after you have received your order confirmation email.

If your order has already been sent out, you may still cancel your order under the Distance Selling Regulations and to do so simply return your order to a store or our Online Returns centre within 14 calendar days marking the returns code as cancelled. If you wish to return furniture, please call 0345 602 1073.

Otherwise, you should follow our online returns & refunds policy.

Delivery Charges

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Provided the return meets the terms of our returns and refunds policy, you will be entitled to a full refund, including delivery charges if applicable.

We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

Taking Care of Our Goods

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Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.

You may cancel your contract in respect of the following items provided that it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items) and for hygiene or safety reasons have not been worn, opened, assembled or used and any seals on the product remain unbroken: cosmetics, duvets, DVDs, fitness equipment, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear. Hats must have the returns policy swing ticket still attached.

Cannot be Cancelled

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Orders of made-to-measure items (such as made-to-measure Nigel Rayment hats) or perishable goods may not be cancelled unless they are faulty, incorrect or damaged upon delivery.

Restricted Cancellation

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The following items have some restrictions on cancellations:

  • Food and wine gift sets or hampers – refunds or exchanges cannot be given unless the gift set or hamper is faulty, damaged or we have incorrectly supplied goods.
  • Gift cards and gift vouchers – you may submit a cancellation or alteration request within 24 hours of the order being placed unless we have already despatched your gift cards or gift vouchers.
  • Large kitchen appliances - See information about cancelling large kitchen appliances orders
  • Made-to-measure curtain orders - See information about cancelling made-to-measure curtains orders.