Returns Policy

CHANGE OF MIND - 28 DAY RETURNS

• You have 14 days from delivery to notify us of your intention to return. If accepted by our returns team, you have 14 days from this date to deliver to the supplied address. Returns received after this period will not be refunded. This is only applicable if the item(s) returned are complete, in resalable condition, unused and with the correct packaging. We reserve the right to charge up to 50% repackaging fee for item(s) that need repackaging, deductible from your refund.
• Certain pieces are 'antique reproductions' and have been deliberately and professionally distressed and aged for an authentic look. With this, comes imperfections and fading as part of the design process. These are deliberate effects to the styling of the furniture. Please also be wary that colours may vary slightly from the colour tones shown in the pictures contained within our website or on differing electronic screens.
• When you receive goods that require assembly, prior to installing, it is very important that you check the instructions and any parts list to ensure that you have all the relevant parts and that you can fit the product in strict accordance with the manufacturer's instructions. We cannot refund products that have been wrongly fitted or be responsible for any consequences of mis-fitting our products. We strongly recommend that you employ only qualified and experienced joiners and electricians to install our products.
• Outlet products can be returned, however with most being one off deals, we are unable to exchange them for a brand new alternative should faults/damages occur.
• Items that are returned to us with transit damage from a courier organised by the returning customer will be unable to be refunded. We encourage customers returning to take out transit insurance where possible to avoid disappointment should this happen. All items are quality control checked when returned before a refund is to be processed.
• Please report all return requests to hello@tommyfranks.co.uk including your order number, reason for return, photos of the packaging, and photos of the item itself.


Gift vouchers and made to order items cannot be returned. 

 
FAULTS OR MISSING PARTS
Whilst quality control checks are performed prior to dispatch, on rare occasions a product may be found to have a fault.

Faults are where the product is not fit for its intended purpose. (If your item is found to be damaged on delivery, please refer to our damaged section).

Please kindly fill in our form here, and be as clear as possible as to the issue and provide multiple images to assist. We can then liaise with the manufacturer or supplier to get replacement or missing parts dispatched to you as soon as possible.

Where possible we will send a furniture repair specialist to repair your item. Where this is not possible we will arrange for a collection of the faulty product and a replacement item to be sent.

DAMAGED IN TRANSIT
We perform checks prior to dispatch to make sure the quality of your purchase is in perfect order. However sometimes damage can occur in transit unfortunately.

We ask that items are checked at the delivery point and returned with the delivery company if damages are noticed. We also encourage to sign for the items as damaged if possible.

We understand that damages can't always be spotted in full at the point of delivery, so we allow a further 24hrs to notify us of any noticed damages.

If the damage is noticed within this period and has not been sent back with the delivery driver, then please kindly fill in our returns form for us to assist.

Where possible we will work with you on a solution. Be it sending a furniture repair specialist to repair your item on site. A partial refund, or to arrange a free collection of damaged goods. Once we have received the returned item, a replacement (stock dependent) will be arranged at our expense.

Whilst it is rare for damages to occur, we sincerely appreciate your patience and understanding in working with us to help get a successful outcome for our customers.

Please note that damage reported outside of the 24hr period following delivery will be unable to be investigate/resolved.

RETURN RECALLS
In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.

CANCELLATIONS
Under the United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are resident within UK, you can cancel your order within 14 days.

This cancellation right does not apply to 'Made To Order' or personalised goods. Period ends 14 days after the day on which the goods are delivered to your chosen delivery address. This applies where orders have already been dispatched. Orders outside the 14 days period, please refer to our returns policy.

Please note that cancellations after items have been booked or dispatched, will incur a cost deducted from the refund to cover lost expense charged by our logistics companies.

RETURNING GOODS
Before you proceed, make sure that you have completed our returns form and had your return accepted before proceeding. Returned items without a returns form completed/accepted will not be processed.

It is the customers responsibility to organise and cover payment to third party couriers if required, and to return items to House of Isabella in an unused, originally packaged, undamaged condition.

REFUNDS
Your refund will be processed within 14 days of your item being received or cancelled. All refunds will be made to the original method of payment only or in store credit form if this was your preference upon submitting your return request.
You will be notified by email when your refund has been processed.

Please note, that depending on your financial institute, the time taken for the refunded amount to reach your account can vary and this is something that we are unable to control. Generally refunds are received within 2-3 days of processing.

B2B & TRADE ONLY CUSTOMERS
Please be advised we do not accept change of mind returns for B2B and trade customers. All damages must be reported within 24 hours of delivery.