Refund policy

Cancellations

All of our items are handmade to order. You may cancel an order for any of our Dining tables, Console tables, Side tables, Coffee tables, Desks, TV stands, Benches, Shelves, Mirrors or Vanity units, tie on cushions and un-upholstered dining chairs prior to dispatch.

Upholstered Dining chairs – Our upholstered dining chairs are individually upholstered to your specification in your chosen fabric and leg finish. As fabrics will need to be ordered and treated on your behalf orders must be cancelled within 7 days of order. You will not be able to cancel, amend or return your upholstered dining chair once the 7 days has passed.

Any custom sized, bespoke, personalised or custom upholstered items must be cancelled within 7 days of order. You will not be able to cancel, amend or return your order once the 7 days has passed.

All trade orders must be cancelled within 7 days of order. You will not be able to cancel, amend or return your order once the 7 days has passed.

 

Returns

For most of our items have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please see Exceptions below. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Therefore please open your item carefully and do not dispose of the original packaging. 

Please look after your unwanted products, even if damaged or faulty. They must be returned carefully packaged in the original packaging to prevent further damage so we are able to inspect them.

Return delivery costs:

You can return your (non custom) item(s) if you’re not 100% happy or you change your mind. To make the process as simple and hassle free as possible we take care of the return back to us. This is also because our items are large, heavy and complex to transport and require specialist expertise when handling to avoid damage. Customers who insist on using their own couriers may do so at their own risk. Still and Bloom will not accept responsibility for items damaged in transit by any other couriers.

Please see below return costs from most UK Mainland locations:

For small furniture items there is collection cost of £30.00 for one item plus £9.95 per additional small item . Maximum packaged* dimensions for this category: 80cm in 2 dimensions or 110cm in 1 dimension.

For medium sized items there is a collection cost of £39.95 for one item plus £15.00 per additional medium item. Maximum packaged* dimensions for this category: 90cm in 2 dimensions or 150cm in 1 dimension.

For large items there is a collection cost of £74.95 for one item plus £25.00 per additional large item. Maximum packaged* dimensions for this category: 110cm in 2 dimensions or 220cm in 1 dimension.

For extra large items not covered by the categories above there is a collection cost of £95.00 for one item plus £35.00 per additional extra large item.

Example collection & return cost for multiple items- 1no Andersson table 260cm & 1no 210cm Andersson Bench when collected together: 

1no Andersson table 260cm (Extra large item collection cost £95.00) + 1no 210cm Andersson Bench (Additional Large item collection cost of £25.00) = Total return cost £120.00

* Packaging: As a general rule please add 10cm to each dimension of your item for packaging thickness.

Once we have received your return we will process your refund minus any courier charges or if you have requested an exchange then this will be released.  The cost of the product will be refunded within 3 days of the receipt of the return.

To start a return, you can contact us at info@stillandbloom.co.uk. Items sent back to us without first requesting a return will not be accepted.

For non-UK mainland returns (see our Delivery page for excluded postcodes) the customer is responsible for arranging the return.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To make a damage claim against our couriers we require photographs of the product in its original packaging with the delivery label clearly visible.

If you receive a faulty or damaged item we will send out a replacement to you as soon as possible. In most cases we will need the item to be returned to us and will arrange for any damaged or faulty items to be collected where necessary. We will also require photographic evidence of the products and packaging. Please do not dispose of damaged or faulty items or their packaging unless advised to do so by us.

Exceptions / non-returnable items
- We cannot accept returns on amended items, custom products, special orders, bespoke designs or personalized items.  Please get in touch if you have questions or concerns about your specific item.

- We are unable to accept returns on our Tuft & Dune upholstered dining chairs as these are individually upholstered to your specification in your chosen fabric and leg finish. 

- Items purchase via our Outlet are non-returnable.

- Unfortunately, we cannot accept returns on sale items or gift cards.

- Trade orders: You will not be able to cancel, amend or return your trade order once the 7 days has passed.

- For returns of orders shipped outside of UK Mainland by the customer, It is the customers responsibility to return the item to a UK Mainland postcode (as defined by our own list of UK Mainland postcodes shown on our Delivery page), including in the event or faulty or damaged goods. Still and Bloom can only organise returns from a UK Mainland Postcode.

 

Exchanges
If you would like to swap your item for a different size, colour or item please send us an email to info@stillandbloom.co.uk. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Failed Delivery

Please note that for all large items which are delivered by our 2 man courier service you will receive a call or text in advance to book in a convenient delivery day and time window with you. If this is confirmed by the customer or recipient and the subsequent delivery is unable to take place due to issues at the delivery location (such as the item not fitting through your doorway or no one available to take accept delivery) and the item has to be returned to us, then the cost of the return will be charged to you or taken from your refund amount. Our furniture is large, fragile and costly to transport so please make sure you are available within the agreed time slot and have suitable access into your property.

For smaller items coming via DHL they will text you a time window on the morning of delivery and will attempt delivery 3 times before the item is returned to us. Any redelivery after this will be charged at £15.00