Cancellations & Returns

1. How do I cancel or change my order?

If you would like to cancel or make changes to your order, please contact us as soon as possible using our Contact Form below, and our team will do their best to help.

If your order has not yet been delivered, we may be able to amend or cancel it, depending on the product type and your order status.

For most products purchased online, you also have a legal right to change your mind and cancel your order within 14 days of delivery. Certain exclusions apply, including bespoke, made-to-measure and personalised products.

If you placed your order in store, please contact the store directly to discuss any changes or cancellations.

2. Can I return an item I bought online?

For most products purchased online, you have 14 days from delivery to let us know you’ve changed your mind and would like to return your order.

If your order arrives in multiple deliveries, the 14-day period begins when you receive the final part of your order.

To request a return, please complete our Contact Form, including your name, address, order number and contact telephone number.

Once you’ve notified us, you’ll have a further 14 days to return your items.

You will receive a refund for the cost of your goods, including standard delivery charges. Any additional charges for premium or timed delivery are non-refundable.

Please note that some products are excluded from our change-of-mind returns policy, including bespoke or personalised items and certain hygiene products once unsealed.

3. How do I return my order?

Our returns process depends on the type of product you have purchased.

Furniture collection charges depend on the size of the items and your location and can be up to £500. We will confirm the exact cost before arranging collection, and this amount will be deducted from your refund.

Please note that collection charges may be higher than the original delivery fee, as our delivery charges are subsidised.

4. Are there any items I can’t return?

Some products are excluded from our 14-day change-of-mind returns policy. These include:

• Products made to your own specifications, including bespoke sizes or fabrics.
• Made-to-measure or clearly personalised products.
• Products sealed for health or hygiene reasons, such as mattresses and pillows, once they have been unsealed.

5. What condition do returned items need to be in?

You are welcome to inspect your purchase as you would in one of our stores.

However, if an item has been handled beyond what is necessary to inspect it, we may reduce your refund to reflect any loss in value.

This may apply if an item shows signs of use, is marked or damaged, or has missing accessories or components.

6. When will I receive my refund?

Refunds will be issued to your original payment method, with no additional refund fees.

Orders not yet delivered

Within 14 days of notifying us that you wish to cancel.

Items returned to us

Within 14 days of us receiving your returned items.

Items collected by Sterling Home

Within 14 days of collection.

Where applicable, any agreed collection charges or deductions for a reduction in the item’s value will be taken from your refund.

7. Can I exchange an item?

If you’ve changed your mind about a purchase and would prefer a different product, please contact our team to discuss your options.

Exchanges are not included in your statutory 14-day cancellation rights, but we may be able to arrange an alternative at our discretion.

If an exchange is agreed, the replacement will be treated as a new order at the current selling price. Additional collection and delivery charges may apply.

8. What if I purchased an item in store?

If you purchased an item in one of our stores, the 14-day online change-of-mind cancellation right does not apply.

This also applies where you received a quote from a member of our team in store and subsequently completed your payment online.

If you would like to discuss cancelling or changing your order, please contact the store where you made your purchase.

Your statutory rights remain unaffected if your product is faulty or not as described.

9. What do I do if there’s an issue with my purchase?

If your order has been delivered or installed and you experience a problem, please contact our Customer Support Team.

You can do this by calling the relevant store and selecting Option 3, or by completing our Contact Form at the bottom of the page.

Our team will work with you to resolve the issue as quickly as possible.

If your product is faulty, damaged or not as described, your statutory consumer rights apply, and we will cover the reasonable cost of returning the item where required.

10. What are my rights if my product is faulty?

Under the Consumer Rights Act 2015, you have a legal right to receive goods that are of satisfactory quality, fit for purpose and as described.

If your product is faulty or not as described, you may be entitled to a repair, replacement or refund.

In most cases, you have a 30-day right to reject faulty goods and request a full refund, starting from the date you receive them.

Your statutory rights may continue beyond this initial 30-day period.

For further information, please refer to our Terms & Conditions.