Return Policy

We want every piece to feel right in your home. If something is not, here is how returns work.

Check your order on delivery

Please inspect your order when it arrives — with our delivery team present if you can. Tell us about any damage or missing part within 48 hours, with photos, from the order in the app or by phone.

Returning an item

• You can ask to return an item within 7 days of delivery.
• It must be unused, in its original condition and, where possible, in its packaging.
• Open the order in the app, choose Request a return, tell us why and add photos. Our team replies within two working days.

What cannot be returned

• Pieces made to order, or produced to your measurements, fabric or finish.
• Carpets cut or finished to a custom size.
• Mattresses and cushions once unsealed, for hygiene.
• Items sold as final sale.

Collection and refunds

Once a return is approved we arrange collection. When the item reaches us and has been checked, we refund what you paid for it to the payment method you used — for example back to your Sham Cash wallet or bank account — within 7 working days. Delivery charges are refunded only when the return is our mistake, such as a wrong or damaged item. Loyalty points earned on the returned item are removed, and points you spent on it are given back.

Exchanges

Would you prefer a different colour or size? Say so in your return request and we will arrange an exchange where stock allows.