Change or cancel an order before delivery

If you would like to change or cancel an online order before delivery has taken place please contact a member of our team by either email at cancellations@sterlingfurniture.co.uk or on 0845 543 0469 any time between 9.30am and 5.30pm, Monday to Friday. If you decide to cancel items within an order that are bespoke, made-to-measure or have been specially ordered for you, it may be unlikely that we will be able to sell these at the full selling price to another customer. In these instances, we have the right to deduct a cancellation fee from your refund. We will endeavor to avoid any such charges but in some instances this may be unavoidable.

Returns procedure

Please inform us in writing of any return you would like to make within 7 days of delivery by emailing us at returns@sterlingfurniture.co.uk.

Please include:

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

On receipt of your email, a member of our team will assess your return and will inform you of the quickest and most efficient way for you to return your products. You will be provided with an individual ‘returns code’ so that on receipt of the items we can allocate any refund to you as quickly as possible. Please do not send any returns to us without contacting us first to obtain a ‘return code’ as this will cause a substantial delay in getting any relevant refund to you.

Returns policy

If, for any reason you are unhappy with you purchases you can return your order within 7 days of delivery. We will provide a full refund for the purchase price of the goods, but not any delivery charges. 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). Please note that 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 a two-man 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 Furniture. 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. Please note that there will be no charge for any return if the delivered goods are faulty or if the items do not match your order correctly. In these instances replacement products will be delivered free of charge as soon as the items are available.