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Cancellations & Returns

Your top questions answered

If you are considering cancelling or changing your order, please contact us and we will be happy to help.

In the unfortunate event of having your order delivered damaged and/or missing parts, please contact us as soon as possible and we will be happy to help.

If you received the wrong item, please contact us and we will be happy to help.

Our return process is different for furniture and home store items. If you'd like to return a furniture item, please contact us to discuss it further. If you're thinking about returning a home store product, please follow the Returns procedure detailed on this page below.

Further information


Change or cancel an order before delivery

If you are considering cancelling or changing your order, please contact us here using our contact form and we will be happy to help.


Online purchase returns policy and procedure

If you are unhappy with your purchase you can return your order within 14 days of delivery. We will provide a full refund for the purchase price of the goods, but not any delivery charges.


Returns procedure

Please inform us via email at of any return you would like to make within 14 days of delivery.

Please include:

  • Your name and address
  • Your order number
  • A brief explanation of the reason for your return
  • Your preferred contact phone number

Upon receipt of your email, a member of our team will assess your return request and will inform you of the quickest and most efficient way for you to return your products.



  • The cost of returning any items is the responsibility of the customer.
  • Items must be returned in their original packaging.
  • Please note that with the exception of faulty merchandise, for hygiene and safety reasons we cannot accept the return of certain items which have been opened (e.g. mattresses and pillows).
  • A refund will only take place after the goods have been returned, inspected by our returns department and deemed to be in a suitable condition.
  • For furniture items that require an uplift, you will be required to pay an uplift charge. This charge may be higher than the original delivery charge as the initial delivery cost is subsidised by Sterling Home. Your furniture return may also be subject to a returns charge if your items are bespoke, made-to-measure or have been specially ordered for you.

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