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At OWN Furniture, we understand the challenges that can occur when shopping online. What happens if you change your mind about the product and want to return it? What should you do if the item arrives with damage or missing parts? Is there anything that can be done if you accidentally damage an item? Don't worry! We have a fair and easy returns process and a friendly customer services team on hand to help with your questions.
- I've changed my mind about the product and want to return it -
If you wish to return your item, just follow the steps below…
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Email customerservices@ownfurniture.co.uk within 14 days from receipt of your delivery to notify us of your wish to return the order.
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Please ensure that your items are in their original packaging, with no assembly having taken place on those items which have been delivered flat packed. Images of the items secured in their original packaging will be required before any collection can be arranged. Items in non-resalable condition will not be accepted for refunds
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You may either drop the item back to us in person or ship it through a courier of your choice to our UK based warehouse where a refund will be processed upon inspection.
We can collect your items using our fully insured risk-free courier service. This service is chargeable and quotations are available upon request. A minimum charge of £35.00 applies. This service is not available in remote postcodes or offshore, including the Isle of Wight.
- My item arrived with damage or a missing part -
At OWN Furniture, we have made sure that damages are a rare occurrence by using tried and tested packaging as well as partnering with some of the country's best furniture delivery services. Even though we take every possible precaution, occasionally, damages can occur within the logistical network.
Upon delivery, if you notice substantial damage to the outer packaging that your item arrives in and believe that it is likely to have damaged the product inside, we kindly ask that you refuse the delivery and when asked to sign any paperwork, please mark as ‘refused - damaged’. In this instance, please contact our customer services team on 0333 014 7733 so that we can arrange the dispatch of replacement products.
If you have purchased a flat packed product, we ask that you check every part and panel is present and correct before you attempt any assembly of the item. This step prevents any additional inconvenience for you. If any part is missing or damaged please contact our customer services team within 14 days of delivery by email on customerservices@ownfurniture.co.uk to notify us of the problem. In the case of damages we will require images of the affected parts to be attached to the email. We will work to dispatch free of charge replacement parts to resolve the issue. Please retain your original packaging as this will be required in the event that return or collection of part/s or product/s is required.
- I have unintentionally damaged my item -
We get it, accidents happen! If you have damaged your item we may be able to request replacement parts from the supplier. In this instance we would request a quotation for the parts from the supplier and then provide this in writing to you. Due to ever changing stock lines and supply delays we are unable to guarantee that replacement parts will always be available.
- I have more questions that aren’t answered here -
Contact our 5 star customer services team who will answer any question you may have. We have a live chat facility on our website or you can submit a contact form. Our phone lines are open from 09:00 to 17:30 from Monday to Friday, excluding bank holidays and we aim to answer all queries within 48 working hours.