1. How to return a product
You can return any product that you have purchased from our collections, for any reason (including if you have simply changed your mind), within 30 working days of delivery. This is providing that the product is returned in perfect and unused condition. We may refuse a refund if the product is not in a fully resalable condition. In order to return your purchase, you must notify us in writing via email within 14 days. You can arrange to send back your purchase yourself, or alternatively we can collect the unwanted products from you. We will have to charge you for this service, as it is your responsibility to pay for the return of goods that have been correctly supplied to you. Please see below examples of collections charges.
Please do not hesitate to contact us before ordering from us for exact return charges for a specific product from your location.
Please note, featureDECO cannot accept returns for items that have been specially made for you, such as bespoke orders, and all stainless steel planters, galvanised planters, aluzinc planters, customised finishes and water features that have been modified from standard specifications specifically for you. Regrettably, we cannot accept the return of mattresses once they have been opened. If you wish to test a mattress, please keep it wrapped until you are certain that you want to keep it.
Timescales - 5-10 working days for small items, 14-21 working days for large furniture items.
We are not able to accept returns on orders placed in the showroom.
If goods received are faulty or damaged, please contact us for our full procedure in such circumstances. Occasionally, items may become damaged in transmit. When you accept your purchase from the courier, please check whether the package looks like it has been tampered with or opened or damaged in any way. If so, check the contents in front of the carrier, and describe via the couriers sheet the exact condition of the contents. If your purchases arrive to you faulty or damaged or if an item is missing, you must let us know via email within 48 hours of the delivery. Written complaints must be made to both featureDECO and the courier within 48 hours; otherwise a claim cannot be made.
3. Cancelling Your Order
If you wish to cancel your order with us, you must write to us via email as soon as possible. We are afraid that telephone cancellations cannot be accepted. Refunds will be made within 3-5 days of your order being recieved. If goods are shipped out and in transit, there will be a cancellation fee and this will vary according to the items that are shipped out. Please contact us for more information. We ask all customers to retain packaging materials as our couriers will not accept goods without packaging as they cannot be insured in transit.