Aurora Crushed Velvet Footstool/ Pouffe

Cancellation and Refund

You have 14 calendar days from receipt of your furniture in which to advise us that you do not want to keep the order. All you need to do is advise us in writing (by e-mail) or phone our Customer Service team at furniture786m@gmail.com.

You can return your order to us at our Birmingham drop-off depot free of charge. As soon as the item is inspected, a full refund will be issued to you. If you would like us to collect the items on your behalf, we will charge you £60.00 and charges may vary depending on your postcode.

If we are collecting the items from you, please ensure that all items are securely packaged and returned in the condition in which they were delivered. We will not be able to refund the goods in full if there are any signs of damage or misuse. Please make the furniture available for collection within 14 calendar days.

We will refund the amount paid by you for the items being returned (excluding the cost of collection of the goods), once the goods are back at our local warehouse and have been inspected.

Please note: Refunds can take up to 5 working days from the date that we process your repayment.

Delivery

We deliver to UK Mainland only.

• We deliver your items within 5-7 working days from the date of purchase.
• Delivery to Wales & Scotland and some specific postcodes can take up to 14-18 working days.
• 90% of our orders are delivered within the stated time period unless a delay is requested by the customer.

2 Man Delivery Service

• We will deliver your items to your door between 6am and 6pm depending on the route plan.
• Delivery date and time slots will be arranged with you prior to delivery.
• The driver will call you 30 minutes before arrival.
• A signature is required once items are delivered.

Do we deliver upstairs?

Our drivers only deliver to the ground floor or to your room of choice. We can deliver upstairs for a small fee. Please check with us before purchasing.

Will my furniture fit?

We advise all our customers to double-check the measurements to ensure the sofa has easy access into your room of choice. Common problems that often result in returns include:

• Narrow door frames
• Awkward staircases
• Passenger lifts
• Angles that may result in difficulty passing through

Please ensure our delivery vehicle has easy access to your property for safe unloading.

What if I miss the delivery or I am out?

You will be notified of your delivery date and time slot. However, if a delivery is missed by you after confirmation, there will be a £50.00 re-delivery charge.

Can I change or cancel the delivery date?

If you wish to change your delivery date or cancel the order, please let us know within 2 working days to ensure the order has not been processed for delivery. Please contact us by email with your order number, name, and full postcode so we can track your order.

Damages and Replacement

We understand that sometimes unfortunate incidents can happen. Our aim is to deliver all furniture in good condition, but this may not always be possible.

• If your item arrives damaged or shows signs of transit damage, contact us within 24 hours at furniture786m@gmail.com with photos of the damage.
• If the damage is minor and the furniture is usable, we advise you to continue using it while we record an incident report with accompanying photographs.
• If your item shows considerable damage, we will offer a replacement or repair.
• If the item is beyond repair and deemed faulty, Furniture786 will collect the goods and issue a full refund.