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You may cancel an item if it is yet to be delivered.
To cancel an item from your order, please email our Customer Service team firstname.lastname@example.org or call us on 0208 629 1166 and we will process a full refund.
Please note that for made to order items, you may cancel for a full refund within 14 days of placing your order. Made to order items, cancelled after this date, will incur the standard large item return charge of £45.
Our delivery charges are plain and simple:
Orders over £130: FREE
Orders under £130: £4.99
Once you’ve ordered something, here’s what happens next:
When your order has been approved, we will send you a confirmation email detailing what you’ve ordered and when you can expect to see it in your home. If anything in this email doesn’t look right, just drop us an email email@example.com or call our Customer Service team on 0208 629 1166 (our office hours are Monday to Friday 09:00 – 17:00).
For made to order sofas, armchairs, footstools and headboards Your purchase will be ready within 5 weeks. Our Customer Service team will call you to arrange a date and time that suits you. Delivery is by Perch & Parrow courier.
For large furniture items (eg dining sets, beds, coffee tables, large mirrors) Your purchase will be ready in 14 days. Our Customer Service team will you call you to arrange a date and time that suits you. Delivery is by Perch & Parrow courier.
For small items (eg lamps, cushions, small mirrors, vases) Your purchase will be delivered by UK Mail in approximately 3 working days.
On delivery day
For all made to order and large item deliveries Our courier service will contact you 30 minutes before the pre-agreed delivery time to confirm that they’re running on time. On arrival, the team will bring the item in, put it together, place it where you want it and take away all of the packaging.
For small item deliveries UK Mail will text you on the day of delivery. If you’re not at home to receive the delivery, the UK Mail courier will leave a card. The card will have the details for your local depot where the parcel will be held. Please call the number on the card to re-schedule the delivery at your convenience.
We offer a 14-day no quibble returns guarantee on everything EXCEPT made to order purchases where the customer has chosen a fabric outside of the Perch & Parrow range.
You must email us firstname.lastname@example.org or call us on 0208 629 1166 within 14 days of delivery. All items should be returned in their original packaging and be in satisfactory condition.
Returning for an exchange
To exchange an item within our 14-day no quibble returns guarantee, just email email@example.com or call us on 0208 629 1166. Please note that when you are exchanging an item that has already been delivered, a returns collection charge will be incurred.
Returning for a refund
To return an item within our 14-day no quibble returns guarantee, just email firstname.lastname@example.org or call us on 0208 629 1166. Please note that when you are returning an item a returns collection charge will be incurred.
Returns of damaged products
All damaged products must be reported to our Customer Service Team in writing 48 hours upon receipt. Please email email@example.com and include a picture of the damaged product in order to proceed further. Please note the product must be kept in its original packaging. T&Cs apply.
Returns collection charges
Returns collection charges will be deducted from your item refund:
Small item £4.99
Large item £45
(ie sofa, armchair, footstool, console, chest of drawers, coffee table, dining set, bed, bedroom furniture, large mirror)
Refunds will only be made to the original credit/debit card or PayPal account that was used to purchase the item.