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Returns

1. HOW TO RETURN YOUR GOODS

In some cases, you may be able to return an item purchased through from featureDECO website, for any reason (including if you have simply changed your mind), within 14 days of receipt. This is providing that the product is returned in an unused condition and on its original packaging. 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 using your own carrier, or alternatively, we can collect the unwanted products from you. There is a charge for this service as it is the customers' responsibility to cover the return charge for the goods if they are unwanted.

To find out if this is possible, customers must send us an email using our contact form, please click here to redirect you to the page. What we need from customers:

  • Confirmation Email containing your Transaction Reference Number.
  • Delivery Documentation containing your Delivery Number.
  • List and description of goods to be returned.
  • The reason was given for returning good, if goods are damaged customers are required to provide images to us showing where the issue has occurred.

 

Please see below the initial examples of collections charges:

1. Parcel - £15

2. Bistro, Small Sofa Set, Medium Size Sofa Set or 6 seater dining set - £50~£75

3. Large Dining Set, Large Sofa Set - £75~125

For the Scottish Mainland and other offshore locations, including the Isle of Wight, additional charges will apply and if the original packaging is not available.

Please Note: If you choose to return your order you will be expected to return the goods in your order to us in perfect condition. featureDECO will NOT refund the return delivery charges (cost for returning goods to us) and if you fail to return goods to us we may charge you for the cost incurred in collecting them from you. Your product can only be returned in the country it was purchased.

If customers decide to use our third-party courier please confirm through email and we will request a quotation for you.

You are entitled to return your order if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

Should customers decide to return the goods to us using outsourced or own courier arranged by the customer, any damage that will be incurred during transport to return this, featureDECO reserves the right to charge for the cost of further damages to the product.

All delivery and collections are only offered during a weekday, Monday-Friday, excluding bank holidays or national holidays. Delivered to or Collected from your front drive or curbside. Any items being collected must be ready all packaged up, otherwise the driver will refuse collection if items are without packaging.

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 that have been modified from standard specifications specifically for you.  

Timescales - 5-10 working days for small items, 7-14 working days for large furniture items.

SHOWROOM POLICY

We are not able to accept returns on orders placed in the showroom.

2. DAMAGES

If goods received are faulty or damaged, please contact us for our full procedure in such circumstances.  Occasionally, items may become damaged in transit. 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 the front of the carrier, and describe via the courier's sheet the exact condition of the contents. If your purchases arrive at you defective or damaged or if an item is missing, you must let us know via email within 48 hours of the delivery. Please ensure you provide evidence/images of all defects that are visible at this stage. 


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 received. 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. 

 
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