Client services

Returns and warranty

Clear terms, stated before you order rather than after something goes wrong. Two things decide most outcomes: whether the piece was made to order, and whether the fault is ours.

Fourteen days to change your mind

On stock pieces you may cancel within fourteen days of delivery. The piece must come back in the condition it arrived, in its original packaging, and the return carriage is yours unless the piece was faulty or not as described.

Made-to-order pieces

Because each piece is built after you order, made-to-order items cannot be cancelled once production has begun. This is why we send leather swatches, publish measured dimensions and will check your access before we confirm an order — the decisions are meant to be made before production, not after.

If it does not fit through the door

We will not force a piece into a space it cannot pass. Where access fails on the day, we arrange a return, a window or balcony route, or a smaller piece. Return carriage may be charged where the access measurements were available to you and not checked.

If it arrives damaged

Note any damage on the delivery paperwork and photograph it before the crew leaves. Tell us within 48 hours. We repair, replace or refund — and we do not require you to prove that a fault was ours when the damage is visible on arrival.

Warranty

  • — 10 years on the hardwood frame and spring suspension.
  • — 5 years on foam cores against loss of resilience beyond normal settling.
  • — 2 years on leather against faulty material or workmanship.

Not covered: normal patina, creasing, softening of cushions, marks caused by pets, ink, dye transfer, heat or sunlight, or damage from cleaning products other than a pH-neutral leather cleaner. Leather is a natural material and will change; that change is not a fault.

Start a return or a claim

Send us your order reference and photographs. We reply within one working day with the next step — collection, repair or replacement.

Contact us

Statutory rights are unaffected by anything on this page. Where a piece is faulty or not as described, we cover return carriage.

If a piece needs to be stored before collection, keep it dry, ventilated and covered with a breathable sheet rather than plastic.