Return policy
Furniture By Colour – Returns, Exchanges & Customer Support Policy
At Furniture By Colour, we take pride in creating handmade, made-to-order furniture for each customer. While we hope you love your purchase, we understand that issues can occasionally arise. This policy outlines the conditions under which returns, exchanges, cancellations and customer support are handled.
1. Handmade & Made-to-Order Items
All items sold by Furniture By Colour are handmade and produced individually to order.
Because of this:
- Items are not eligible for return or exchange due to a change of mind.
- Natural variations in colour, wood grain, texture and finish are a characteristic of handmade furniture and are not considered defects.
- This policy is in accordance with applicable consumer rights relating to made-to-order and bespoke goods.
2. Order Cancellations
As production of our handmade furniture begins shortly after an order is placed, customers may cancel their order within 24 hours of purchase.
After this 24-hour period, orders are considered to have entered production and cannot be cancelled unless required by applicable consumer law.
3. Reporting an Issue
If your order arrives damaged, faulty or incorrect, you must notify us within 5 days of delivery.
Please include photographs of the issue where applicable.
Requests submitted after this period may be declined unless your statutory consumer rights provide otherwise.
4. Eligible Returns
Returns will only be considered where:
- The item is faulty.
- The item was damaged during transit.
- The incorrect item was supplied.
All requests are assessed on a case-by-case basis.
5. How to Request a Return
Please contact us by email at:
Please include:
- Your order number.
- A description of the issue.
- Clear photographs where applicable.
If your request is approved, we will provide further return instructions.
6. Condition of Returned Items
Where a return has been authorised:
- Items must be returned in their original condition.
- Items must not have been used, assembled or altered.
- Original packaging should be used wherever reasonably possible.
Returns received in an unsuitable condition may be refused or subject to a reduction in any refund where permitted by law.
7. Return Shipping
Unless the return is due to our error or a confirmed fault:
- Customers are responsible for return shipping costs.
- Returns must include valid tracking information.
Furniture By Colour cannot accept responsibility for returns lost in transit where tracking has not been provided.
8. Refunds
Approved refunds will:
- Be issued to the original payment method.
- Be processed once the returned item has been received and inspected.
Original delivery charges are non-refundable unless the return results from our error or a confirmed fault.
9. Exchanges
Exchanges are subject to approval.
To request an exchange, please email:
Please include:
- Your order number.
- Details of the item you wish to exchange.
As our furniture is handmade to order, exchanges are generally available only where the original item is faulty or incorrect.
10. Items Not Eligible for Return
The following are not eligible for return or exchange:
- Made-to-order or bespoke furniture where no fault exists.
- Items reported outside the stated reporting period.
- Items showing signs of use, assembly, installation or damage after delivery.
- Orders cancelled after the 24-hour cancellation period has expired.
11. Customer Support & Communication
Furniture By Colour provides customer support exclusively via email and WhatsApp.
This allows us to maintain an accurate written record of all communications relating to orders, deliveries, returns and customer enquiries, ensuring information remains clear, consistent and fully documented.
At this time, we do not provide telephone support or outbound customer phone calls.
Support is available through:
Email: info@furniturebycolour.com
WhatsApp Chat Service: 07776 788524
We kindly ask customers to use these official communication channels for all enquiries. This helps us ensure that every conversation is accurately recorded and that all customers receive consistent and efficient support.