Returns

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.  If your item is faulty or damaged, please get in touch to arrange a free return and then issue and exchange, you must notify us of the damage within 48 hours of receiving your item. If your item is not faulty or damaged, you are responsible for organisation of the return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. 

Once we receive the item back, we will inspect the item and once they have been
through quality control we will issue the refund. This can take up to 14
working days.

To start a return, you can contact us at concierge@stevensonsgroup.co.uk. If your return is accepted, we will send you instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

You can return an online item for an exchange, excluding made-to-order furniture. If we don’t have the item you want in stock, we will process a refund instead.

We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. Once your refund has been approved and we have received your items, a refund will be issued to the same card used at the time of purchase. After this, it may take up to another 7 days for the money to be refunded back to your original payment method, this time may vary depending on your bank.

Please allow extra time for refunds to process during our busier times of the year, such as Christmas and public holidays.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card up to the value of the gift card you used.

Can I change my order?

You can make changes to your order only BEFORE it has been processed and/or fulfilled. If you'd like to make a change to your order, contact our Customer Care team on +44 1472 233111 or email concierge@stevensonsgroup.co.uk.

Can I cancel my order?

If you have placed your order and would like to cancel your order before we have sent it out for delivery please let us know urgently. If the item you have ordered is a stock item or furniture there will be a transaction fee based on 3% of the total order value.

Custom made items (Wiemann,Wedgewood, Cattelan Italia) will incur a 15% restock charge and 50% charge for custom additional extras if cancelled AFTER the items are processed to production stage in the factory. The same charge will apply if the items do not fit into the property as a result of wrong measurements by the customer. This is a restocking charge to the factory as the items are made to order.

Items delivered via our white glove delivery service are exempt unless damaged upon delivery, this is because furniture and larger items are made to order. Such items are inspected upon delivery by yourself and our courier, and then signed for to confirm you are happy with your item at the time of delivery.

Sale items and gift cards are also exempt.