Call us: 0203 637 2663

Returns and cancellations

30 day returns
If you are not completely satisfied with your order please email us within 30 days of receiving your delivery. For furniture items, we will collect the furniture and issue you a refund less the return collection charges (outlined below) and original delivery charges (if applicable). Lighting and Accessories (cushions, decorative boxes, coat hooks, throws) will need to be returned to us by the customer. We are unable to refund the return postage for these items.


Original packaging
We are only able to accept returns in original packaging. Please ensure all cartons are resealed before handing over to the courier.


Unused new condition
Returns will only be accepted if the product is returned in a unused new condition. Products which have scratches, stains, damage etc. will not be accepted.

 

Cost of collection
If an item is faulty or damaged we will not charge for the return or collection costs. If for any other reason you decide to return your item, the following collection costs are applicable;

Footstools, Mirrors, Stools, Side tables- £5
Cocktail chairs, Coffee tables, Dining chairs- £9
Dining Tables, Desks, Sideboards, Sofas, Armchairs, Media Units, and Bookcases & Shelves- £39

These return charges are only applicable for UK Mainland deliveries. For non mainland and overseas deliveries please contact us to find out the collection charges.

 

General Refund process
- Email our Customer Service Team on cs@fernandgrey.com with your order number
- Make sure your item is packed and sealed in original packaging
- A courier is dispatched to collect your order and ship it back to our warehouse (Lighting and Accessories will need to be sent back to us)
- We inspect the order when it arrives back in our warehouse to make sure it is in like-new condition
- We process your refund request back to the original payment card or Paypal depending on how you made the payment. Please note that depending on your card issuer, it could take up to 7 business days for the credit to appear.


Order cancellations
You are able to cancel your order anytime before it is dispatched for a full refund. If you cancel your order after it has been dispatched, we will refund you the price of the order minus the original delivery charges. Delivery charges are stated on the email confirmation you would have received once your order was processed.


What should I do if my order is damaged or you have sent me a wrong item?
In a rare instance that your product has been damaged or you have been sent a wrong item, please contact our Customer Service team (cs@fernandgrey.com, 0203 637 2663) immediately. Our team will assess the situation and assuming that your complaint is valid, we will arrange for the collection of your item, a refund, or a replacement. In situations like these we recommend getting in touch within 24hrs of delivery. 

 

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