Returns
We want you to be completely satisfied with your online purchase, but we understand that there may be times when you want to return your order back to us.
If you’re not 100% happy with your purchase, you can return it to us in its original condition and original packaging with a completed returns form within 30 days for a full refund, excluding delivery fees. Please refer to our returns policy for terms and conditions.
We offer hassle-free UK returns which are charged as follows:
- Standard (EVRI): £3.95
- Standard (Collect+): £5
- Oversized collection: £10
- Large Item collection: £25
- Please ensure you keep all packaging as we can only accept returns with the original packaging.
- You are responsible for covering the cost of returning items to us, however we'll provide a pre-paid shipping label which will be deducted from the final refund total. When using our EVRI returns process, the cost of returns will be charged prior to issuing the label.
- You can use our automated returns process if your return fits within the following criteria:
- your package is within 57 x 47 x 47cm and weighs less than 15kg
- Some different shaped packages may also be returned. Add together the 2 shortest sides and multiply it by 2. Add the length, if the total is less than 245 you’re good to go!
Our process is simple:
1. Fill in the online form.
2. Once approved, we will send you an email confirmation including all the information you will need.
3. Print your shipping label and secure it to your package.
If you don't have a printer, you can take a barcode to the shop directly, where they can print out the label for you.
4. Take your parcel to your nearest EVRI drop-off location.
To find your nearest EVRI drop off store visit: www.evri.com/find-a-parcelshop
Note: For larger items the returns process will slightly differ.
If you’re not sure if your parcel can be returned, please contact our Customer Service Team using our contact us form and they will be happy to help. If you prefer, you can call us on 0113 539 9896 Monday to Friday, 9am to 4pm.
Returning a Large or Oversized item?
If you are returning a larger or heavier item, you'll need to contact our team via our contact us form.
RETURNS FAQ
Are my items returnable?
You can return your items within 30 days of receipt of your shipment.
They must be:
- Returned in 'as new' sellable condition
- In their original packaging
Free gifts or promotional items are not returnable.
Are there any charges for return?
We offer hassle-free returns to mainland UK, which are charged as follows:
Oversized collection: £10
How soon will I get my refund?
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s).
- Providing the returned item(s) meet the item condition criteria, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 3-5 working days.
- The return charge will be deducted from the refunded amount. When you choose to return items using our automated EVRI returns process, the return charge will be requested before the label is issued.
Do you offer exchanges?
- Unfortunately we do not currently offer exchanges.
- You can return any items hassle-free, and place a new order for the item you would like instead.
Can I return Made to Measure?
All made to measure curtains and blinds are printed to order and we therefore cannot accept returns or cancellations once an order has been placed. We recommend that all customers order a sample before committing to their purchase to ensure they are happy with the design and quality.
Just like all our products, Made to Measure items go through intensive quality checks before dispatch. In the unlikely event that you experience any problems please contact us within 7 days following receipt of your goods to report any damaged or defective goods. All Made to Measure items may have a tolerance of +/- 2cm in each dimension (width x drop).
Please note that we do not accept any liability for the inaccuracy of measurements provided to us, nor do we accept returns due for any other reason than damages or defects. We would always insist that customers order a sample swatch from us before committing to their order.
We reserve the right to ask for digital pictures with regards to the issues reported or to ask for the product to be returned to us for inspection. This does not affect your statutory rights.
If you have any further questions about our made to measure products, see our Made to Measure FAQs.
Fabric & Wallpaper
All fabric and wallpaper is available by the metre and is printed to order. We advise all customers to order a sample and check that they are happy with the quality prior to ordering.
Please note that all fabric and wallpaper is print to order therefore we are unable to accept returns or cancellations once an order has been placed. Therefore, we recommend all customers to order a sample before committing to a full order to ensure customers are satisfied with the product.
Remnants and Clearance fabric is the last remaining cut of fabric from a roll and is therefore non-returnable.
Assembled Items
Items which require assembly cannot be returned for a refund or exchange after they have been assembled.
Bespoke Items
Our bespoke sofas and armchairs are made to order and so we are unable to amend or cancel your order once they go into production or have already been dispatched. We cannot accept the return of such bespoke products unless they are damaged or faulty.
Please ensure you measure your space correctly before placing your order. Be sure to consider staircases, doorways, and any tight spaces as your furniture may need to be manoeuvered through these spaces. We are not responsible for furniture not being able to fit into your room or home.
Furniture
For stock furniture products [excludes bespoke/custom-made furniture] if you cannot arrange for a return, we can arrange for your order to be collected and returned to our warehouse for a fee. The collection fee may vary and we will provide that information during the returns process.
Ex-Display & Samples
Samples and ex-display products are non-returnable.
Flash Sale Deals
Orders placed before or after our Flash Sale events cannot have the discount applied to the order. These offers are valid for a limited time on selected products.
Package/Multi-Buy Deals
Multi-Buy or Package Deals must be returned in full or the return will not be accepted, unless items are faulty, damaged, or sent incorrectly. This is non-negotiable.
Faulty, Damaged, or Incorrect Items
If you believe your item is faulty, please contact our customer service team using the contact us form within 48 hours of receiving your order to organise a replacement or a return. Please have your order number and images of the damage/fault as we will request these during the call.
Please do not attempt to fix an item yourself or via a third party as this will affect your entitlement to a refund or exchange. We also ask that you do not return a faulty item without first contacting our customer service team.
If an item is agreed to be faulty or damaged, you will not be responsible for covering the returns postage cost.
Please note that faulty or damaged items purchased from a stockist must be returned to the place of purchase.
Returns – Terms & Conditions
- Please retain and use the original outer packaging, particularly on fragile items that may need to be returned. We use a double-layered box that helps to prevent damage in transit. If you do not have the original outer packaging, please state this on your returns request. Arrangements can be made to send a replacement outer shell to reduce the risk of damage in transit.
- Goods received without a returns form enclosed may not be processed for a refund.
- Fragile products that are being returned must be packaged appropriately to avoid the risk of damage during the return transit.
- The goods remain your responsibility until received by Voyage Maison.
- Goods that have been sold as non-returnable will not be refunded. You will have checked the box accepting that you understood this before being able to place your order and your email order confirmation states this against each relevant product.
- If we determine that your product has not been returned to us in a fully re-saleable condition in its original packaging, we reserve the right to refuse to refund the cost of the item or only issue a part-refund and you may still be charged for return costs.
- We document the condition that packages and goods are received by us in the event of any dispute.
- When we have received your order back in our warehouse, we will give the products a quality check to see if there is any damage and if the product is in a re-saleable condition [not including products returned due to damage or faults] we will then issue your refund. Please note, this process can take up to 14 working days following receipt of your return.
- All refunds will be paid to your original payment method within 3 - 5 working days of the quality check being completed. Your bank may take additional time to process the refund into your account.
- Our return policy does not affect your statutory rights.
Need help or have additional questions?
If there is a problem with your order, items are faulty, or you wish to return goods for any other reason, please contact us using the contact us form.