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Complains Policy


To address any concerns or complaints, please contact our Customer Care team initially. You can reach us by calling 0116 296 2565 or emailing us at [email protected]. Please ensure to provide your order number, if applicable, along with the name, address, and postcode of the original billing addressee. Complaints related to our service or any perceived lack of action by our company or staff will be forwarded to the Customer Service Manager. If your complaint involves a staff member at our store, it will be escalated to the Sales Manager for resolution.


Upon receipt of complaints via email or mail, we commit to promptly acknowledging them within 7 days. Our Customer Care team is available for phone complaints during the hours of 9am to 5pm, Monday to Friday. For any issues related to our products, we will assign you a dedicated case handler who will work with you to address the matter in accordance with Consumer Law. While we aim to resolve these matters within 30 days, please note that some of our products are internationally sourced, which may impact resolution times. We will keep you updated on progress and endeavor to resolve the issue swiftly. If you remain unsatisfied with the resolution, you can request an escalation, which will be reviewed by management. Expect a response to this review within 2 working days.

Your Rights

You have the option to cancel your online purchase and receive a full refund within 14 days of delivery. This gives you the flexibility to return any item that doesn't meet your expectations for a full refund. Please note that a £60 collection fee applies.

Please Note:

  • Mattress covers, mattresses, and pillows are excluded from this policy for hygiene reasons. In the event of a faulty or damaged mattress, we can only offer replacement or repair.
  • Made-to-order furniture is not included in this policy, unless the item is substandard or has been accidentally damaged during transit.
  • Flat pack furniture that has been assembled cannot be returned under this policy. In case of any issues with flat pack furniture, we will either replace the damaged part or the entire order.
  • Delivery charges and other service fees are not eligible for refunds under this policy.
  • Returns cannot be accepted under this policy after thirty (30) working days.
  • You have thirty (30) days window to reject faulty goods.
  • For ready-assembled wardrobes, please ensure accurate measurements of your property before placing an order, as returns are not accepted if the wardrobe does not fit.
  • Clearance items are not eligible for replacement or return.
  • A £60 fee will be charged for collection arrangements if you decide to return items due to them not fitting your purpose or if you change your mind about keeping them.

For More information, please visit our Return Policy.

Applicable Law

The Furn Shop is located in Leicestershire, United Kingdom, and conducts its online operations from offices situated in this area. Consequently, any claims regarding the website, sales, accounts, and other content contained on our website are governed by the laws of England and Wales. In the event of a dispute, you consent to resolving it in accordance with the laws of England and Wales.