Returns and Cancellations

At Furniture Village we take customer service very seriously. Your satisfaction is our top priority.

With that in mind, we aim to make your Furniture Village experience as smooth and seamless as possible – from purchase to delivery and beyond.

The following cancellations and returns information applies to online orders only and excludes bespoke orders. If the furniture you order is bespoke, this will be indicated to you by one of our sales consultants at the time of purchase. For orders placed in-store, please contact your local store directly.

Whether you want to cancel your order pre-delivery, return an item after delivery, or experience any kind of problem, here’s how we can help.

Had a change of heart after placing your order?

Whatever the reason, you can cancel your online order at any time prior to delivery with no charges. All you need to do is advise us in writing, either by post or email. Our contact details can be found at the bottom of the page.

Next steps

Once we’ve confirmed that we've received your cancellation pre delivery, you'll receive a full refund to the original payment method used to pay for the order.

Refunds made to a credit or debit card or via PayPal may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to seven working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.

For more information please refer to our terms and conditions.

Have a question about returning an item to us?

See if your question is answered on our FAQS page or contact us today.

Contact us

Whether you're looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch.

Our advisors are happy to help:
8am - 10pm Monday - Saturday
9am - 10pm Sunday

Alternatively, write to us at...

Customer Care Centre, Unit 3, Badgers Rise, Marston Gate, Rigmont, Bedford, MK43 OYL

Decided not to keep your purchase?

Just notify us in writing within 14 calendar days from the day you receive your order.

Simply drop us a line, either by post or email, telling us that you no longer wish to keep your order along with your reason for returning it. Our contact details can be found at the bottom of this page.

And don't forget

Every sofa and bed and all dining and bedroom furniture (excluding Clearance items) comes with our free 10 year guarantee which covers all structural elements. So, in the unlikely event that you experience a problem with your furniture after this 14 day period, there's no need to worry.

Returning your order to us?

It's easy. Simply take your order to any Furniture Village collection points and receive a full refund – including your original delivery charge.

Please ensure that your order is in the condition that you received it. To help you with your return, we're happy to send you large plastic bags to cover items of upholstery or mattresses.

Need us to collect your order?

If it’s easier, we can collect the items from you. To do this, we charge a collection fee which depends on the type of item you wish to return, the number of items you are returning, and where you live. This may be up to 25% of the value of each item. We simply ask that you carry out the following:

Step 1

Ensure any item for return is in the condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse.

Step 2

Ensure that any item is available for collection within 14 days.

Step 3

Once you have confirmation that we've received your cancellation and the item is back in our warehouse and has been inspected, you will receive a full refund to the original payment method you used, less the cost of the collection of the item.

Refunds made to a credit or debit card or via PayPal may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to seven working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.

Please note, we do not accept the following returns:

Mattress protectors, divan beds or pillows unless they are unopened, unused and still in their original packaging.

Mattresses or divans that have been used without a mattress protector.

These conditions do not apply to bespoke items* ordered from us. If your order includes a bespoke item, this will be indicated to you at the time of purchase.

* Bespoke items are those that are custom made or personalised in any way. This means they are bespoke to the individual and therefore cannot be resold.

Please note, we do not accept the following returns:

Partially assembled flat pack furniture.

Mattress protectors, divan beds or pillows unless they are unopened, unused and still in their original packaging.

These conditions do not apply to bespoke items* ordered from us. If your order includes a bespoke item, this will be indicated to you at the time of purchase.

* Bespoke items are those that are custom made or personalised in any way. This means they are bespoke to the individual and therefore cannot be resold.

Have a question about returning an item to us?

See if your question is answered on our FAQS page or contact us today.

Contact us

Whether you're looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch.

Our advisors are happy to help:
8am - 10pm Monday - Saturday
9am - 10pm Sunday

Alternatively, write to us at...

Customer Care Centre, Unit 3, Badgers Rise, Marston Gate, Rigmont, Bedford, MK43 OYL

Reporting a damaged problem

Once your order has been unwrapped in your home and there are signs of transit damage, a member of our delivery team will liaise with you to sort out the problem whenever possible.

How the process works

If the furniture is usable, despite the damage, we're happy for you to go ahead and use it.

Our delivery team will then complete an incident report form to record the problem and ask you to sign it. They may also take photographs to accompany the paperwork

The incident report form will be returned to the delivering store, logged against your order number, and assessed to determine next steps.

One of our technicians will contact you and arrange to visit and repair the problem to manufacturing standards, generally within seven days. If he or she cannot resolve the matter on the first visit and parts are required, we will try to source them as quickly as possible.

In the event that a repair cannot be made, we will replace the furniture, or give you a full refund. Goods that are deemed faulty revert to the ownership of Furniture Village, and must be in our possession before any money is refunded.

Please note: refunds are limited to the original purchase price paid for the unsatisfactory merchandise.

What you should do...

If your product has been damaged or there is an issue with it within 7 days of delivery?

If your furniture has been delivered in the last 7 days, please contact your ordering store.

If there is an issue with your product 8+ or more days after delivery?

If it has been 8+ or more days since your delivery, please call our Customer Care Team on 01525 289599, Monday to Saturday, 9am to 5pm.

Have a question about returning an item to us?

See if your question is answered on our FAQS page or contact us today.

Contact us

Whether you're looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch.

Our advisors are happy to help:
8am - 10pm Monday - Saturday
9am - 10pm Sunday

Alternatively, write to us at...

Customer Care Centre, Unit 3, Badgers Rise, Marston Gate, Rigmont, Bedford, MK43 OYL