We've put together a guide to what to do if you've ordered your furniture and something's gone wrong. We hope this helps but if you have any further questions, please do not hesitate to contact us.

Please click on the relevant title below to be shown the information you require:

What if something in my order is damaged, faulty or missing?

What is Furniture123's returns policy?

What if I wish to cancel my order?

What if I wish to return an item?

What is Furniture123's policy on refunds?

What warranties do you offer?

What if I wish to make a complaint?

What if something in my order is damaged, faulty or missing?

We understand how frustrating it is to find something is damaged, faulty and/or missing when unpacking your order. In order for us to rectify the problem efficiently, please contact us providing the following information:

a) your order number

b) the name of the product that is the problem

and, in the case of parts:

c) a description of the spare part required (please quote the part number on the assembly instructions where available).

Please provide these details by clicking here.

What is Furniture123's returns policy?

We want you to be delighted and completely satisfied with your purchase. So, please do tell us if there is a problem and we will do our best to rectify it. Once you receive your order you have 10 calendar days to contact us if you decide you wish to return some or all of it. Should you wish to return an item we will collect it from you at a cost of £40, which will be deducted from your refund. Alternatively, you may organise to return the item yourself.

For extra peace of mind, we recommend that you take up our Pre-paid Returns option, which you will be offered at the checkout. This costs £3.95 for orders up to £200 and £4.95 for orders over £200 and means that should you wish to return all or part of your order then the £40 collection charge will be waived.

Whichever of the above you choose, please note that all items must be returned in their original packaging or similar. Items that are not adequately packaged at time of collection may not be collected and a charge of £40 may be levied to cover the cost of the failed collection.

Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged.

Please note there is a 50% cancellation/returns fee on selected items of leather upholstery unless the order is cancelled within 1 week of placing your order. Such items are clearly marked.

Mattresses, mattress toppers and pillows can only be returned if they are unopened. Mattresses, mattress toppers and pillows that have been opened and slept on, cannot be returned. If you wish to test a mattress, mattress topper or pillow please keep it wrapped until you are sure you want to keep it.

If you wish to return all or part of your order, please click here to contact us.

What if I wish to cancel my order?

If you wish to cancel your order you need to notify us in writing via email. Please provide the following information:

a) the name the order was placed in
b) the order number

c) the item(s) you wish to cancel

d) the reason for cancellation

If you wish to cancel your order please provide these details by clicking here.

What if I wish to return an item?

If you wish to return an item you need to notify us in writing via email within 10 calendar days of receiving your order. Please provide the following information:

a) the name the order was placed in

b) the order number

c) the item(s) you wish to return

d) the reason for returning the item(s)

Please note that we are unable to accept returns of mattresses, mattress toppers and pillows once they have been removed from their packaging. Items that need to be returned must be re-packaged in their original packaging. Please see our Returns Policy above for further details.

What is Furniture123's policy on refunds?

If you cancel your order before it has been delivered we will issue you with a refund subject to our policy on cancellations of made-to-order upholstery items (50% refund if cancelled after one week from placing your order). If you cancel your order after you have received your goods we will issue you with a refund once the goods have been returned to us and they have been inspected. The refund will be subject to the returned items being in good condition. A collection charge of £40 will be deducted from your refund unless you selected our pre-paid returns option when you placed your order (please see above for details). Please note that refunds may take up to 30 days to process. If you have any questions relating to a refund please click here.

What warranties do you offer?

All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.

What if I wish to make a complaint?

We try our hardest to provide our customers with an excellent service. If for any reason you are not satisfied we would like to hear from you. If you wish to make a complaint please click here.