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Terms and conditions

Returns & Refunds

Returning UK orders to us is easy. If for any reason you are not happy with your purchase, we offer a full refund or exchange within 14 days of delivery or collection – exclusions apply. Subject to exclusions, we are happy to refund your purchase within 14 days of delivery. However we do not offer free returns.

Your refund will be credited to the original payment card, excluding original delivery charges.

Unwanted goods must be returned in a fully resalable conditions, all packaging and any tags must be intact.

We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.

This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizens advice bureau.

To return an item(s) firstly complete the Returns Form and return it with your goods to:

Customer Returns,

Upstairs Downstairs

9 Edwards Walk

High Street

Maldon

Essex

CM9 5PS

We would recommend that you return your items via registered post.

Please clearly state on the returns note the reason for return and whether you require a refund.

If a full refund is required, we need to be informed by fourteen (14) days after the receipt of the order. The order must be then returned to us within fourteen (14) days after we have been informed of the cancellation, however you will be responsible for the cost of returning goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.

Return postage is at your own cost and risk.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

Our returns policy does not affect your statutory rights.

If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.

EXCEMPTIONS

Please check the individual product page(s) to confirm whether your item is eligible for return.

Unfortunately for health and hygiene reasons we are unable to exchange or refund the following products:

Pillows and duvets once sold cannot be returned, refunded or exchanged.

Once the original packaging has been opened, Cosmetics/fragrance (unless faulty).

Earrings (unless faulty).

Once the original packaging has been opened or damaged, duvet covers, pillowcases, mattress protectors and bed spreads (unless faulty).

Gift food, food (unless faulty).

We are also unable to refund the following:

* Gift cards cannot be refunded

This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations further details of which are available from the local trading standard department or citizen's advice bureau.

 

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