Returns & Refunds Policy

At Furniture Town, we want you to be completely satisfied with your purchase. However, we understand that circumstances can change. Below you’ll find all the information you need regarding returns, refunds, cancellations, and our risk-free trial.

Please note that some items are not eligible for return — details are included below.

25-Night Risk-Free Trial

You may return your item within 25 days of delivery for a refund. Simply contact us before the 25-day period ends and we’ll guide you through the process.

Get in touch:

  • Email: Info@furnituretown.co.uk

  • Telephone: 0208 226 5256

Ensuring a Smooth Return

  • Returned items must be in reasonable condition. Damage such as torn fabric, stains, or structural issues may result in up to 75% of the order value being deducted from your refund.

  • If you selected our assembly service, packaging may be removed upon delivery. If you later decide to return the item, you are responsible for providing suitable packaging.
    We recommend keeping your original packaging until you’re sure you’re keeping the product.

  • A photo of the fully packaged item is required before we can arrange collection.

Damaged Items on Delivery

We work hard to ensure your order arrives in perfect condition.
If you believe your item is damaged, please follow these steps:

  1. Upon delivery, you’ll be asked to sign confirming that no visible damage is present.

  2. If you discover any damage after unpacking, contact us within 48 hours via phone, email, or online support.

  3. Issues reported after 48 hours may not be eligible for a refund or exchange.

Change of Mind

If you change your mind about your purchase:

  • A £65 collection fee applies to all change-of-mind returns.

  • If you would like to exchange your item (e.g., different size or colour), the £65 fee applies to both the collection and redelivery.

Items That Don’t Fit

Before ordering, please check accessibility, including:

  • Doorways

  • Staircases

  • Hallways

  • Narrow corners

If our delivery team cannot complete the delivery due to access restrictions, a £65 return fee will apply.

Custom & Made-to-Order Items

Items built to your specifications — including non-standard bed or headboard sizes — are non-refundable and cannot be returned under any circumstances.
Custom-made items are not covered by the 25-night trial.

Assembly & Removal Services

Assembly Service Details

  • Standard delivery includes doorstep or ground-floor lobby delivery only.

  • If you choose assembly service, our team will deliver to your room of choice, provided there is safe access.

  • Items can be carried up a maximum of two floors via stairs.

  • For floors above the second, a working lift is required.

  • If no lift is available as required, a £65 delivery surcharge will apply.

  • If an item cannot be delivered or assembled due to access issues, the assembly fee is non-refundable.

Refunds: How & When

Refunds are processed once your returned item has been received and confirmed to be in reasonable condition.

  • Refunds are issued using the original payment method.

  • Please allow up to 5 working days for the refund to appear in your account after processing.

Collection Service

Can you collect my return?

Yes — if your order was delivered by our courier, we can collect it from your address.
A £65 return fee applies and will be deducted from your refund.

How long does collection take?

Collections usually take 5–10 working days, and we’ll keep you updated throughout.

Cancellations

Before a delivery date is arranged

You may cancel at any time for a full refund.

Contact us at Info@furnituretown.co.uk, 0208 226 5256, or via our support page.

After a delivery date is arranged

You can still cancel, but a £65 cancellation fee will apply once your delivery date has been confirmed by SMS and/or email.
To avoid this fee, please cancel before receiving your delivery confirmation.

Missed Delivery

If you are unavailable at the time of delivery, a £65 redelivery fee will apply.

Changing Your Delivery Date

You may reschedule your delivery within 24 hours of receiving your delivery confirmation at no cost.
Requests made after this 24-hour window will incur a £65 redelivery fee.

Still Have Questions?

We’re here to help.
Contact our support team anytime by email, phone, or through the help section on our website.