How to request your refund or exchange

To arrange your refund or exchange simply call our customer services team on 0116 218 2900 or email outlining your order number, postal code and the reason for your exchange or refund.

Receiving a refund

You will be issued with a full refund of the product cost as soon as your item has been returned to us and completed a satisfactory quality control check.

Refunds can take up to 14 working days to show up in your account due to varying processing times between payment providers. All payments will be credited via the original payment method.   

Faulty items

If for any reason your item is faulty, please contact our customer services team immediately on 0116 218 2900 or email

Our team will arrange to replace any necessary parts or items in full. If necessary, any collections will be carried out by our recommended courier companies without any charge to yourself.

Taxes and Duties

All sales and taxes will be refunded if your order has been delivered to a country within the EU. Custom duties and sales taxes are non-refundable through Furniture Online. For those customers outside of the EU, you may be able to recover these sums by contacting your local customs bureau. Please note, this may not be available for all countries.

Lost Items

Any items not received within 20 days of receiving the tracking link should be reported to us by email on or by calling our customer service team on 0116 2182900.

Cancelling Orders

You can return your order up to 14 days after receiving your item.

If your reason for cancelling the order is because you have changed your mind or do not like or need the product you must ensure the item is in a resalable condition i.e. it is in its original packaging, unopened and unused.