While we strive to ensure your satisfaction with your order, we understand that you may need to make returns or encounter issues with your purchase. For your convenience, we have provided important information regarding our Returns Policy. Please take a moment to familiarize yourself with these guidelines.
How do I cancel my order?
You have the option to cancel your order before the item has been dispatched. Simply contact us via email at info@annafurniture.co.uk or WhatsApp at 07727668667 and we will promptly issue a full refund. Keep in mind, however, that custom made items like sofas may not be eligible for a full refund according to our terms and conditions.
How do I change my order?
We want you to know that it's possible to make changes to your order before your items are dispatched! If you need to switch out an item after placing your order, just send us an email at info@annafurniture.co.uk or Whatsapp at 07727668667 along with order number and the item you want to change to. Keep in mind that we may not be able to make changes to orders placed through finance or for custom-made items, as stated in our T&C's.
I’ve received my order and I want to return the item. What should I do?
If you find that the item you ordered does not meet your needs, you have the option to return it. This can be done through our company or a third-party courier.
Please Note: Unfortunately, we are unable to process any returns for a partially or fully assembled item. In order for the return to be collected or issued, the item must remain in its original packaging.
Return & Collection Charges:
If you decide to change your mind before beginning to assemble your furniture, we would be more than happy to assist with a return. Please note, however, that a charge may apply based on the size of the item and collection area.
- Small Items [Below 30kg]: £29-39
- Medium Items [30-100kg]: £49-59
- Large Items [Above 100kg+]: £69-79
Additional charge of £20 applies in purple zone.
The product must be in its original, undamaged packaging and unaltered in order to be returned. Please make sure you are satisfied with your purchase before beginning assembly. Any assembly or partial assembly of the furniture will be considered acceptance of the products and they cannot be returned.
If you need to return an item, we've got you covered for up to 14 days after it's been delivered. Send us an email, or chat with us through WhatsApp 07727668667 to let us know. We'll need some basic info, like your name and address, order number, product code, and the reason for the return. Please include images of the item in its original packaging.
Please be aware that your refund will be reduced by the cost of return shipping, which may differ based on the size of your item.
You can expect a refund within 14 days of receiving your goods, but first we must inspect them for any damage. If there are signs of use or damage, we will sell the item at a reduced value and charge you for the loss.
Please make sure to use strong and impact-resistant materials to wrap your item and return it in its original packaging. This will help us prevent any damages and ensure your full refund.
Unpacking & Assembly
Please make sure to carefully inspect all parts of the product within 14 days of receiving it. It is important not to begin the assembly until you have fully checked all of the components.
Please note that once you start assembling the item, we will be unable to accept any damage claims. Assembling the item signifies your acceptance of the products and they are no longer eligible for return.
If you encounter any problems during assembly, please contact our customer service team for assistance. We are here to help and want to make sure you have a smooth experience.
My order has arrived damaged or incorrect. What should I do?
While we make every effort to ensure your product is delivered in perfect condition, we recognize that unexpected issues may arise. After receiving your delivery, we strongly advise you to thoroughly inspect all contents and components of the item before beginning the assembly process.
For the quickest resolution, it is advised to follow these steps in case of any damage: first, report the damage so we can assist you promptly. Please note that we cannot be held responsible for any damages that occur during the assembly process. The customer's responsibility is to show the damage has not been caused by any misuse or mishandling following delivery.
In case you receive a damaged or incorrect item, kindly email us at info@annafurniture.co.uk or send a message on WhatsApp to 07727668667 before beginning the assembly process. Please provide us with the necessary details.:
- Your Order Number
- Images Of Damage
- Part Number According To The Instruction Manual
Upon receiving your information, our team will promptly investigate the issue and work to find a suitable solution at our earliest convenience. For any damages that occurred before assembly, we have the following solutions available:
- Replacement Part(s) Free Of Charge
- A Collection For A Full Refund
Please Note: Unfortunately, we cannot accept returns for items that have been partially or fully assembled. However, if your item is damaged or defective, these exceptions do not apply. Please ensure that the item is returned in its original packaging for collection or return.
Mattress Return Policy
Once you've removed mattresses, mattress toppers, and pillows from their packaging, they cannot be returned. If you'd like to try out a mattress, mattress topper, or pillow, please keep it covered until you're certain you want to keep it.
Exchanges
Is there anything you'd like us to assist you with? Whether it's changing the colour, or the entire product, we're here to help!
The process is action an exchange is essentially the same as a return, with all the same policies listed in our Returns Policy applying [viewed at the top of the page]. There are two ways to exchange an item, depending upon your preference.
- Before Your Original Item Has Been Returned: To ensure prompt delivery of your new item, you can place an order for it before returning the original item. Upon receiving the original item, we will issue a refund to your original payment method, minus any applicable return charges.
- After Your Original Item Has Been Returned: Follow the same steps as a regular return. Once you receive your refund, you can use the original payment method to place a new order.
Return shipping costs still apply for all exchanges and will automatically be deducted from the refund amount.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@annafurniture.co.uk
