Returns & Refunds Policy

This Returns & Refunds Policy explains how returns, cancellations, refunds, damaged items and incorrect orders are handled when you place an order with DELIVING through deliving.co.uk.

Please read this policy carefully before placing an order. By placing an order, you agree to this Returns & Refunds Policy, together with our Shipping & Delivery Policy, Terms of Service and Privacy Policy.

Important: Nothing in this policy affects your statutory rights as a consumer under applicable UK consumer law.

1. Changing your mind

For most online purchases, you have the right to tell us that you wish to cancel your order within 14 days after receiving the goods, without giving a reason.

After telling us that you wish to cancel, you usually have a further 14 days to return the goods to us or to the return address confirmed by our support team.

To start a return, please contact us first:

Email: info@deliving.co.uk
Phone: +44 7984 200359

Please include your order number, full name, delivery postcode, the item you wish to return and the reason for return.

2. Return conditions

For change-of-mind returns, the item should be returned in a resaleable condition. Where possible, products should be:

unused;
unassembled;
undamaged;
complete with all parts, fittings, accessories and instructions;
returned in the original packaging where reasonably possible.

If the original packaging is no longer available, you must ensure the item is packaged safely and securely for return transport. Large furniture items, mirrors, lighting and fragile accessories are easily damaged in transit if they are not packed correctly.

We may reduce your refund if the item has been used, assembled, damaged, handled beyond what is necessary to inspect it, returned incomplete, or returned in a condition that reduces its value.

3. Do not return items without contacting us first

Please do not send items back without contacting us first. Some products may need to be returned to a specific warehouse, supplier depot, courier collection point or specialist delivery partner.

Returns sent without return confirmation, return instructions or the correct return reference may be delayed, refused or returned to you.

4. Return costs

If you are returning an item because you changed your mind, you may be responsible for the return delivery or collection cost.

Furniture, lighting, mirrors and large home accessory return costs can vary depending on the item size, weight, postcode, courier availability, packaging condition and whether a specialist collection is required.

If a return collection cost applies, we will confirm this with you before arranging collection where possible.

If the item is faulty, damaged on arrival, incorrect or not as described, we will review the issue and confirm the appropriate solution. Where the return is required because of our error or because the goods are faulty, we will not charge you for the reasonable cost of returning the goods.

5. Refunds

Once your return has been received and checked, we will confirm whether the refund has been approved.

Approved refunds will usually be processed to your original payment method within 14 days of receiving the returned goods, or within 14 days of receiving valid proof that you have sent the goods back, where applicable.

Please remember that your bank, card provider or payment provider may take additional time to show the refund in your account.

Where standard delivery was paid separately, we will refund the standard delivery cost where required by law. If you selected a more expensive delivery option, only the standard delivery amount may be refundable.

6. Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives and keep the original packaging until you are happy with your order.

If your item arrives damaged, faulty, incorrect or incomplete, please contact us as soon as possible, ideally within 3 working days of delivery, with:

your order number;
a short description of the issue;
clear photos of the product;
clear photos of the packaging;
photos of any visible damage, missing parts, courier labels or product labels.

Reporting damage quickly helps us investigate the issue with the courier, warehouse or supplier and arrange the correct resolution as quickly as possible.

Please do not dispose of the packaging until the issue has been reviewed. Packaging photos may be required to investigate delivery damage or to arrange a collection.

Depending on the issue, we may offer a replacement part, repair, replacement item, collection, refund or another suitable resolution.

7. Cancellations before dispatch

You may request to cancel your order before it has been dispatched, prepared for courier collection, moved from a supplier warehouse or sent to final delivery processing.

If your order has not yet been processed, dispatched, moved to a delivery partner or prepared for courier collection, we will aim to cancel it and issue a refund without a cancellation fee.

Please contact us as soon as possible if you need to cancel:

Email: info@deliving.co.uk

8. Cancellations after dispatch or after the item has moved

If your order has already been dispatched, collected by a courier, prepared for delivery, moved from a supplier warehouse, transferred to a delivery partner or prepared for final delivery, cancellation may no longer be free.

In this case, a return, collection, cancellation or handling cost may apply. The exact amount depends on the item size, courier charges, supplier charges, return transport costs and order status.

For larger furniture items, two-person delivery items, fragile items and supplier-shipped goods, cancellation after dispatch or after the item has moved may result in a handling or return charge. This is because large furniture deliveries often involve supplier processing, specialist courier booking, pallet movement, warehouse handling or return transport.

Please do not refuse delivery without contacting us first, as this may cause additional return, storage, redelivery or cancellation charges.

If an additional cancellation or return cost applies, we will explain this to you before finalising the return or refund where possible.

9. Failed delivery or missed delivery

Please make sure your delivery address is correct and that someone is available to receive the delivery where required.

If delivery fails because the address is incorrect, access is restricted, no one is available, the customer misses an agreed delivery appointment, or the delivery cannot be completed for reasons outside our control, additional redelivery, storage, return or cancellation charges may apply.

For large or specialist deliveries, the courier or delivery partner may contact you directly to arrange a delivery date. Please respond promptly to avoid delays, missed delivery charges or return costs.

10. Original delivery address and moving items

Some large, fragile or supplier-shipped items may need to be collected from the original delivery address if a return is approved.

Please do not move the item to another address before contacting us. If an item has been moved, dismantled, used, damaged or repacked incorrectly, it may affect whether collection can be arranged and may affect the refund amount.

11. Items that may not be returnable

Some items may not be returnable for change-of-mind reasons unless they are faulty, damaged, incorrect or not as described. This may include:

personalised, custom-made or made-to-order products;
products specially ordered or altered for you;
items that have been assembled, used or damaged after delivery;
items returned incomplete or without essential parts;
sealed hygiene-sensitive products once opened, where applicable.

If you are unsure whether a product can be returned, please contact us before placing your order.

12. Exchanges

We do not guarantee exchanges for all products because stock availability can change quickly.

If you would like to exchange an item, please contact us. Where possible, we may help you place a new order or choose an alternative product.

13. Return packaging

Large furniture, mirrors, lighting and fragile home accessories must be packed carefully for return transport. If an item is returned damaged because it was not packaged safely, we may reduce your refund to reflect the loss in value.

We recommend keeping the original packaging until you are happy with your order.

14. How to start a return

To request a return, please contact us:

DELIVING
Email: info@deliving.co.uk
Phone: +44 7984 200359

Please include:

your order number;
your full name;
your delivery postcode;
the item you want to return;
the reason for return;
photos of the item and packaging where requested.

15. Contact us

If you have any questions about returns, refunds, cancellations or damaged items, please contact us:

DELIVING
Email: info@deliving.co.uk
Phone: +44 7984 200359
Trading from: Unit 13 Roding House, 2 Cambridge Road, Barking, IG11 8NL, United Kingdom