Customer Guidance Page

1. Returns Policy

2. Delivery Infomation

3. Blue Light Card Discount

4. Missed Infomation

Common Reasons for Returns and Cancellations


You may request a return, exchange, or cancellation for reasons including:
  • Change of mind or change of heart
  • Unexpected delivery delays
  • Inventory discrepancies (item no longer in stock)
  • Suitability issues (item does not fit your space or intended use)
  • Quality concerns regarding the product or materials
  • Dissatisfaction with our service
  • Unavailability of the ordered item

Adornament operates on principles of fair trading. We do not withhold customer funds unnecessarily or refuse returns without cause.

How to Cancel Your Order

  • Email Us: Send a request to support@adornament.co.uk
  • No Reason Needed: You do not need to provide an explanation to cancel an unfulfilled order. This only applies to orders that have not been dispatched yet and where customers have not received a delivery day/time for their order.
  • Refund Timeline: Once approved, your cancellation will be processed, and funds will be returned to your original payment method within 7 to 30 days.

Crucial Return Information

  • Original Packaging Required: All returned items must be securely packed in their original boxes and materials. We reserve the right to refuse collection if the items are not properly protected for transit.
  • Change of Mind Fees: If you return an item because you changed your mind or found it unsuitable, a £50 collection charge will apply. This fee will be automatically deducted from your total refund.
  • Faulty or Damaged Items: If you are returning an item due to damage, manufacturing defects, or an incorrect delivery, no collection fee will be charged.
  • Payment Method: All refunds are issued exclusively back to the original payment method used during purchase.

Reporting Issues & Damage

If your order arrives damaged, incomplete, or incorrect, you must notify us in writing within 5 days of delivery.

  1. Retain Packaging: Keep all boxes, crates, and wrapping materials.
  2. Provide Evidence: Email us clear photographs showing the item damage, the packaging condition, and the shipping label.
  3. Resolution: Depending on the situation, we will arrange a free replacement of the damaged product. 

Return Windows

  • 5 Days: The time window you have to return an eligible item for any standard reason (such as change of mind) this starts from the delivery date. 
  • 30 Days: The time window you have to reject inherently faulty or defective goods.
  • After 30 Days: We are unable to accept returns or exchanges on faulty products once 30 days have passed from the delivery date.

Exclusions & Special Terms

  • Hygiene Items: For sanitary reasons, mattress covers, mattresses, and pillows cannot be returned or exchanged unless they arrive faulty.
  • Made-to-Order Pieces: Bespoke or customized furniture pieces cannot be cancelled, changed, or returned once production begins, as they are custom-built specifically for you. They can only be rejected if they arrive damaged during transit or feature a manufacturing defect. Please contact our team before purchasing if you are unsure if an item is made-to-order. Always check your order/product before the driver leaves.
  • Assembled Flat-Pack Furniture: Once you or a third party begins assembling flat-pack furniture, it cannot be returned for a full refund. If a specific component is damaged, we will ship a replacement part rather than replacing the entire piece of furniture.
  • Self-Inflicted Damage: If an item is damaged during your own assembly attempt, it is completely ineligible for a return, replacement, or refund.
  • Service Fees: Standard delivery fees and premium service charges are strictly non-refundable.
  • Pre-Assembled Wardrobes: Large, ready-assembled items must be measured against your property's entryways prior to ordering. If the item cannot physically fit into your building or room, it cannot be returned.

The Refund Process

For returns involving faults, damages, or shipping errors:

  1. Verification: Submit the required photographic evidence of the product and its packaging. Send straight away to support@adornament.co.uk  
  2. Collection: Please allow 10 to 14 days for our team to schedule and execute the furniture collection.
  3. Processing: Once the item is successfully received and inspected at our warehouse, your refund will be finalised within 30 days from the day we received the goods.

Need Help? Have Questions?

We always suggest and recommend before placing any order to speak to us with any questions you have unanswered.

Feel free to contact our customer support team via email 

Phone: 03302238227  

Delivery Areas

Adornment offers FREE standard doorstep delivery throughout England and Wales on all orders.

Unfortunately, we are unable to offer FREE delivery to:
  • Remote areas of Scotland
  • Northern Ireland
  • Republic of Ireland
  • Offshore islands and the following postcode areas: BT, GY, HS, IM, IV, JE, PO30–PO41, ZE

For customers located in the above areas please contact our support before placing any order, this is crucial as we cannot accept orders until an agreed delivery route and fee has been arranged for the products you are interested in.

Standard Delivery (Free)

We provide FREE doorstep delivery on all orders throughout England and Wales. We always aim to make this delivery within 5 working days - please check beneath the price of the interested product for specific time frame for our FREE STANDARD DELIVERY.

Standard deliveries are made to the main entrance of your property. For apartment buildings, deliveries will be completed to the ground-floor reception or concierge where applicable.

Room of Choice Delivery

We offer FREE 2 MAN TO ANY ROOM on specific product only. Our team will place your furniture in the room you choose. And with chosen proudctswe may assemble or upack the product. This service does not include taking or removing old furniture, also this service does not include taking packaging with us after removed.

This service is available for deliveries within England and Wales only.

Delivery Charges

Charges will only apply to customers wanting a delivery to outside England and Wales please see DELIVERY AREAS for more information.

Next Day Delivery

Selected products qualify for our Next Day Delivery service.

Eligible products only see beneath price on product page for specific FREE FAST DELIVERY timeframe, placed before 10:00am (Monday–Thursday), can usually be delivered within 24–48 hours, subject to stock availability.

Orders placed after 10:00am will be processed on the following working day. Orders placed between Friday and Sunday will be processed on Monday.

Deliveries to Scotland, the Highlands and other remote locations require estimation delivery fee and is NOT FREE, you should also contact us before placing your order so we can estimate the fee and timeframe if manageable.

Many products marked FREE FAST DELIVERY are eligible for delivery within 24–48 hours of placing your order.

FREE FAST DELIVERY applies to all products that have this stated below the price of the product.

Delivery Times

Estimated delivery times are displayed on each individual product page.

As a general guide:

  • FREE STANDARD DELIVERY -3-5 days 
  • FREE FAST DELIVERY - 24-48 hours
  • FREE 2 MAN DELIVERY - 3-10 days 

If your order contains products with different delivery times, your order will normally be dispatched separately. Making sure each delivery time is met for the specific product ordered not the entire order. 

While we make every effort to keep delivery estimates accurate, delays can occasionally occur due to supplier availability. Should this happen, we'll contact you as soon as possible. 

Delivery Scheduling

Once your order is ready for dispatch, our delivery team will contact you to arrange a suitable delivery date.

You'll receive:

  • A confirmed delivery day
  • A convenient 2-hour delivery window

Please note: not all deliveries will be given a 2 hour window depending on delivery workload on the delivery day confirmed - usually your 2 hour window will be given prior your delivery day, although sometimes can be given on the delivery day.

Delivery Day

Please ensure someone is available to receive the order.

FREE STANDARD DELIVERY / FREE FAST DELIVERY

  • Delivery is made to the main entrance only.
  • Assistance may be required for larger furniture if delivered by a single driver.

FREE 2 MAN DELIVERY 

Customers having a FREE 2 MAN DELIVERY  includes carrying furniture inside, unpacking, some chosen furniture assembled, also includes positioning items in the requested room. Not previous items that are there already.

Deliveries are carried out either by Adornament's delivery partners or trusted third-party couriers.

Where access is unsafe or unsuitable, delivery may need to be postponed and additional delivery charges could apply.PLEASE check your delivery access and make sure your items fit through before placing an order with us as incurred fees WILL APPLY in 50% of your order total if we cannot fulfil your delivery due to the customer not checking before hand.

For upper-floor deliveries requiring Room of Choice or White Glove service, a suitable passenger lift must be available. Although depending on our delivery team and their judgment of safety they may be able to deliver if possible.

After Your Delivery

Please inspect your order carefully upon arrival whilst your driver is still there.

We recommend that you:

  • Confirm you have received the correct items.
  • Check both the packaging and products for any visible damage.
  • Record any damage on the driver's delivery note before signing.

Noting damage at the time of delivery allows us to process replacement or damage claims with our suppliers and delivery partners more efficiently and without any losses to the customer.

Need Assistance?


If you have any questions regarding your order, delivery or a product, our customer support team is here to help.

Telephone: 0333 430 500

Blue Light Card Discount 
We're proud to support NHS staff, emergency services, military, teachers, social care workers and other eligible key workers.

We offer 10% discount on all Full Price products.

How to receive your discount code: Upload and send a photo of your valid blue light card to our support team email below and receive a discount code once verified for your 10% discount to then be applied in the checkout.




 

Missed Infomation

If there is any questions you have for us that we haven't answered on this page please send us an email to chat to one of our support members and have them answered. 

Email: support@adornament.co.uk

Please Note: You should contact our support to have any quires answered if your not sure on our process or company policies before placing an order to avoid any interruption with your service with us.