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Cancellations & returns

Change or cancel an order before delivery

In-store furniture orders 

If you have placed an order in any of our stores and you are considering cancelling or changing your order please email contact@sterlingfurniture.co.uk with the location of the store you purchased from along with your name, address, order number, and your preferred contact number so the relevant store manager can call you to discuss your options. 

Online furniture orders 

If you have placed an order on our website and you are considering cancelling or changing your order please email onlineteam@sterlingfurniture.co.uk with your name, address, order number, and your preferred contact number so the a member of the online services team can call you to discuss your options.

 Returns procedure for small items and accessories purchased online 

Please inform us in writing of any return you would like to make within 14 days of delivery by emailing us at onlineteam@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 request and will inform you of the quickest and most efficient way for you to return your products. 

Online purchase returns policy

If you are unhappy with you 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. 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.