Cancellations & Returns

Your satisfaction means everything to us, and we do our best to make sure every order feels perfect. However, we know that sometimes plans change. If you need to cancel or return an item, our team is here to make the process simple, straight-forward, and stress-free.

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 the form below and we will do our best to help. In most cases, orders are not strictly cancellable, but if you get in touch within 3 days of placing your order, we will endeavour to amend or cancel it for you. To make changes, you can return to the store where you placed the order. Alternatively, you can contact our Customer Support Team by calling the store and selecting Option 1, or by emailing the address shown on the front of your sales order.

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 emailing the address on the front of your sales order. Our team will work with you to resolve the issue as quickly as possible.

How do I return my order?

Our returns process is different for furniture and home store items. If you wish to return a furniture item, please contact us to discuss the details, as collections and uplift charges may apply. If you would like to return a home store product, please follow the online returns procedure below.

Can I return an item I bought online?

If you are unhappy with your online purchase, you may return your order with 14 days of delivery. We will provide a full refund for the cost of the goods, excluding any delivery charges.

To request a return, please let us know via our Contact Form below. Be sure to include your name and address, your order number, a short explanation of the reason for your return, and your preferred contact phone number. Once we receive your request, a member of our team with review it and advise you on the quickest and most efficient way to return your products.

It is important that you carefully review your order at the time of purchase and confirm that you are happy with the colour, style, sixe, shape, and measurements of all items.

The cost of returning good is the responsibility of the customer unless the item is confirmed as faulty. Items must be returned in their original packaging, and for hygiene and safety reasons we cannot accept the return of certain items, such as mattresses and pillows, once they have opened, unless they are faulty.

Refunds will only be processed once goods have been returned, inspected by our returns department, and deemed to be in a suitable condition.

Furniture items that require collection will be subject to an uplift charge. This charge may be higher than the original delivery fee, as initial delivery costs are subsidised by Sterling Home. Bespoke, made-to-measure or specially ordered items may also be subject to additional return charges.