FAQs

Orders & delivery

How long will my order take?

Orders are processed within 1–3 working days. After that it depends on where the item ships from: UK-dispatched items take 2–6 working days, and internationally dispatched items take 8–15 working days. Occasionally it can stretch to 21 working days during peak periods, for oversized items, or if customs checks add time.

How do I know which applies to my item?

Every product page shows its own delivery estimate, so check there before ordering. What matters is where a piece ships from, not how big it is — a small vase can take longer than a large mirror.

Why has only part of my order arrived?

This is normal. Items in the same order are often prepared and dispatched separately, so your order can arrive in two or more parcels on different days, sometimes several days apart, each with its own tracking. Even a set can be split across parcels. You are never charged more than once for delivery. Please allow the full delivery window for your slowest item before getting in touch.

Where do you ship to?

Delivery destinations and full details are set out in our shipping policy.

How much is delivery?

Delivery is calculated at checkout based on your order and address, so you see the exact cost before you pay.

My tracking has not updated.

Please allow up to 48 hours after dispatch for tracking to start moving. Some services only scan at key points in the journey, so it can also sit still for a day or two while your parcel is moving normally. If it still shows nothing after that, get in touch and we will chase the carrier for you.

Returns & refunds

What is your returns window?

You have 14 days from the day your order arrives to tell us, and a further 14 days to send it back, in line with UK consumer regulations. Items need to be unused, unfitted, in their original packaging and complete with all parts and fixings, with proof of purchase.

How do I start a return?

Message us through the contact page within 14 days of delivery with your order number and the reason. We will reply with the correct return address for that particular item — because our range is dispatched from more than one location, it varies from item to item and is not always the address on your parcel. Please wait for that before sending anything back; returns posted without it may be delayed, refused or lost.

Who pays return postage?

You do if you have changed your mind — and it is worth checking the cost first on larger or heavier pieces. If the item is faulty, damaged or we sent the wrong thing, we cover it.

When will I get my money back?

Once your return arrives and passes inspection, refunds go to your original payment method within 14 days, and typically land within 5–10 working days depending on your bank.

Do I get the delivery charge back?

If you cancel a whole order within the 14-day cancellation period, yes — we refund the standard delivery charge alongside the price of the goods. If you paid extra for a faster option we refund the standard cost only, and if you keep part of an order and return the rest the original delivery charge stays.

What cannot be returned?

Personalised or made-to-order items; anything sealed for hygiene or food safety once it has been opened, including dinnerware, food storage jars and utensil holders; mains-powered lighting that has been wired in or installed; items that have been wall-mounted, drilled or permanently fixed; perishable goods; gift cards; and anything marked final sale. None of this affects your rights if an item turns out to be faulty or not as described.

Problems with an order

My item arrived damaged.

Contact us within 7 days of delivery with clear photos of the item and the packaging, inside and out. We will arrange a replacement or refund at our cost. Please keep everything until we have confirmed how to proceed — we cannot pursue a carrier claim without the packaging.

I have been sent the wrong item.

Same process — photos within 7 days and we will put it right at our cost.

Products

Where do I find dimensions?

Full dimensions are listed on every product page under the description. If something is missing, ask us and we will measure it.

Do colours look exactly like the photos?

Close, but screens vary. Natural materials like ceramic, wood and stone also carry small variations piece to piece — that is the point of them.

Are bulbs included with your lighting?

Check the individual product page — where a fitting includes an integrated LED or a bulb, we say so in the description.

Can I fit a ceiling or wall light myself?

Only if you are competent to do so. Mains-wired fittings should be installed by a qualified or competent electrician, and the supply isolated first. Please also unpack and check a fitting fully before it goes up — once it has been wired in it cannot be returned as a change of mind, though your rights on a genuine fault always stand.

Will the fixings work on my wall?

Any fixings supplied are generic and will not suit every wall type. Plasterboard, tile, lath and plaster and hollow walls all need appropriate specialist fixings, which you would need to source separately. Always check for cables and pipes before drilling.

Still stuck?

Message us through the contact page. We answer everything ourselves and we do not use scripts.