Start a Return

Returns take about five minutes to set up. Have your order number and the email address you ordered with to hand before you begin.

Before you start

Check your return qualifies: it's within 30 days of delivery, the item is unused and in its original packaging, and it isn't a final sale, made-to-order or personalised piece. The full terms are on our return policy page.

Step 1 — Find your order number

It's in your order confirmation email and on your packing slip, and it starts with a #. You can also find it by signing in to My Account and opening the order.

Step 2 — Request your return

Send us a message through the contact form with:

• Your order number
• The item or items you're returning
• The reason for the return
• Photos, if the item is damaged, faulty or incorrect

Step 3 — Wait for your return authorisation

We'll reply within one business day confirming your return and giving you the address to send it to. Please don't ship anything back before you have that confirmation — unannounced returns are difficult to match to an order and slow your refund down.

Step 4 — Pack it properly

Put the item back in its original box with all inner packaging, fittings, cords and fixings. Glass, ceramic and stone pieces need the original protective packaging to survive the journey. Write your order number on a slip inside the box.

Step 5 — Ship it with tracking

Use a tracked service and keep the receipt. On a change-of-mind return the postage is at your expense; if the item is faulty, damaged or incorrect we cover it and will tell you how in our reply. Until the parcel reaches us it remains your responsibility.

Step 6 — Get your refund

We'll email you when your return arrives and once it's been inspected. Approved refunds go back to your original payment method within 5-10 business days, for the amount you actually paid.

Need a hand?

If anything is unclear, message us through the contact form and we'll walk you through it.