FAQ - Klarna - 3 Pay

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Abigail Ahern and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Abigail Ahern run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Abigail Ahern have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Abigail Ahern from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Abigail Ahern. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Abigail Ahern has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Abigail Ahern to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

I've not heard back from Customer Services about my query - what should I do?

We endeavour to respond to all emails within 24 hours (Monday - Friday). However please allow up to 72 hours during busy periods.

Sometimes dealing your query requires speaking to other departments or 3rd parties which can slow the process down - we’ll try and keep you posted every step of the way.

Additionally sometimes our responses may be caught in your spam/junk folders so we request you check that first. To combat this we always accompany our first reply with a SMS message (if you’ve supplied a mobile number with your order/query).

If you’ve still not heard from us in 3 business days, please nudge us for a response.

For GDPR/privacy reasons I want to be deleted/have my data anonymised

Please email customerservices@abigailahern.com letting us know you wish to be deleted from our databases and exercise your ‘right to be forgotten’. We’ll delete you immediately from our marketable database (emails) if you’ve signed up in the past and immediately submit a data erasure request (typically takes 1-2 weeks) for completion.

Please note: Note for legal and tax reasons, past order history will still in place but anonymised.

How long will delivery take?

Delivery times vary depending on the product and your location.

Orders are fulfilled in 1-2 business days and transit time is 1-3 days so please allow 3-5 days in total for standard items to UK mainland addresses (delivery times for overseas vary and will be stated at checkout).

In some cases, items are being delivered from other locations/suppliers. We'll endeavour to ensure lead times for these are stated clearly on product pages and will email you if there are any delays with your order.

Where is my order? Can I get an update?

We kindly ask customers to wait a minimum of 5 working days before contacting us about a delivery whereabouts. Please note:

Some items have longer lead times of which you should have received an email about
Deliveries outside of mainland UK will take longer
If you are missing part of your order, sometimes orders are split into multiple deliveries (if one item is taking longer than others/coming from a different supplier)

Before getting in touch, please refer to your order status link as it might have been held up at the courier’s side. Additionally sometimes couriers will leave with a neighbour or in a safe spot so please check the logical places around your property.

Else, you can contact us Mon-Fri at customerservices@abigailahern.com and we’ll investigate further. Please supply your order number and any other useful information.

One or more of my items has a lead/delay time of 1-2 weeks - can the rest of my order be shipped ahead of this?

We regret to say that all items are shipped in one go once all items are ready (unless coming straight from different suppliers). When an item has a lead time that holds everything else up we’ll email you confirming this.

Do you deliver to multiple addresses?

At present, each order can only be delivered to one address. If you need items sent to different addresses, please place separate orders.

Do you offer in-store pick-ups?

Currently no, but we are exploring this possibility in 2026.

Will my furniture be delivered to a specific room?

By default furniture will be delivered to the curbside/doorstep only (or first external ground floor door of a block of flats/apartments).

However, if you need a delivery to a specific room or taken to an upper floor we can arrange this at special request with our couriers at an extra cost of £18.00. Please contact islingtonstore@abigailahern.com with the following information so we can calculate a cost and arrange this:

Item you’re planning on ordering
Address
What floor its being taken to
Do you have a lift? (if for a non-ground floor delivery)
Do you want all packaging removed at the same time

With furniture dimensions stated on product pages, please make sure you’ve measured doors/entrances and gangways to ensure you can take larger items through.

We recommend items and packaging be inspected before being signed for.

Shipping to Northern Ireland, Highlands and Islands

Yes. Delivery to the above areas will be quoted at check out, if your basket does experience an error this may be due to a weight restriction on our website. If that’s the case our team are on hand to provide a shipping quote for you.

Simply email customerservices@abigailahern.com with:

a list of product names
Your full delivery address

We’ll request a quote from our couriers and get back to you (please allow 1-3 days). This should include taxes and/or duties charges.

Deliveries will not include any custom taxes or duties.

Do you ship internationally?

We ship AA products overseas (with the exception of paint, furniture and fragile items).

To change the country from which you wish to shop from, select the correct flag in the top right-hand corner of the desktop and add your items to the basket. Shipping cost will be calculated at check out as well as any taxes and duties.

If you do experience an error, this may be due to a weight restriction. If that’s the case our team are on hand to provide a shipping quote for you.

Simply email customerservices@abigailahern.com with:

a list of product names
Your full shipping address

We’ll request a quote from our couriers and get back to you (please allow 1-3 days). This should include taxes and/or duties charges.

I've had a change of heart. Can I change or cancel my order?

Once an order has been processed or shipped, the order can no longer be cancelled or changed (although you’ll be able to subsequently return this if you want but will be liable for return costs).

However, in some circumstances you may be able to email to customerservices@abigailahern.com (Monday to Friday) to cancel/change the order if you're quick. We’ll email you back if it has been possible to intercept your order.

Please provide the following information which will be forwarded onto our agent. Once they've been able to review the order and check if a cancellation is possible, they'll be in touch to confirm.

order number
reason of cancellation
confirmation if whole order is being cancelled or just a certain product.
product you wish to add, remove or change.

Our team will aim to get back to you within one working day*.

If the cancellation / change is possible, our team will confirm this and action the appropriate steps such as issuing a refund within 3-5 working days, changing or adding the item and taking payment for any outstanding balance.

If the order has already been processed/dispatched, our team will be in touch to advise you of next steps. Such as refusing the order when the courier tries to deliver and requesting a return to sender. Please note, if an order is delivered we do not offer a free return service.

*working day excludes bank holidays or seasonal closures.

Has my order shipped?

You should receive an email confirming that the order has been dispatched.

However, you'll be able to check up on your order progress from your account page. Log in and click on the order in question. Here you'll be able to see the status of your order, and find the tracking number to check up on delivery.

If you can't see this information or if you have any concerns or questions please email customerservices@abigailahern.com

Note: In the event where one or more products have a specified lead time, all items will be shipped together.

I received the wrong item - what should I do?

We’re sorry about that. Please contact us at customerservices@abigailahern.com (Monday to Friday) with photos of the item received (and the product label if possible) and your order number so we can resolve this quickly.

I have an item missing from my order, what should I do?

If an item is missing from your order and this wasn't expected, please kindly triple check all boxes and packaging materials to ensure the item is not hiding within, smaller items can sometimes be missed.

Some orders may contain items which will be shipped separately due to a longer lead time or coming from different warehouses. Our processing team email all affected orders within 1 working day advising the product name and latest expected delivery date. We kindly ask you to triple check your inbox and spam folder in case the email has landed there.

Of course, if the item hasn't been found or you are unable to locate our processing team email, please kindly let us know your order number and the name of the missing item. Once we have received this information, we'll be able to get our team to look into this.

I need to add a VAT number / Get a VAT invoice for my recent order / Change my billing address to my business

Unfortunately our checkout is not well designed for trade purchases but we can certainly amend your billing address and/or issue VAT invoices retroactively. Simply email us at customerservices@abigailahern.com with your details and we’ll issue this as quickly as possible.

Also be sure to set up a Trade Account with us for tiered discounts!

I have a faulty item, what should I do?

Firstly we're very sorry - sometimes items will get damaged in transit or leave the factory faulty despite our best efforts to avoid this - we'll do everything in our power to rectify this swiftly.

If a product develops a fault within the warranty period (12 months), contact us with details and photos, and we’ll advise on next steps. We regret we cannot replace/refund items outside of the 12 month warranty period.

Email us at customerservices@abigailahern.com to get a replacement for faulty items underway.

For faulty or damaged items, generally speaking we need a photo or video to illustrate the issue and process the next steps so its helpful if you attach this when emailing us.

Please note: If your query related to a portable lamp seemingly not working please make sure you've been through the suggestions here before contacting us. Thanks!

Should I keep the packaging if something is wrong?

Yes. Please keep all original packaging until you’re happy with your order, as all returned items MUST be in original packaging.

Can I return my order?

Yes, if you're not completely happy simply complete the return form & package up your item and post back to us within 30 days of delivery and we'll process a refund/replacement.

Please note that we do not cover the delivery cost of returns (unless damaged/faulty, and do not accept responsibility for items that are lost while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel.

For larger items our customer services team can support and help arrange returns, any costs will be deducted from your refund.

Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in the right condition.

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

If we notice an unusual pattern of returns activity that doesn't seem right then we might have to deactivate your account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with our Customer Services and we'll be happy to discuss it with you.

Do I have to pay for return shipping?

Return costs depend on the item and the reason for return. Simply speaking, if we’re at fault (damage, fault, quality issue, wrong item etc) we’ll cover return costs. If you have changed your mind on an item, you’ll be liable for return costs as outlined on our returns page.

What do I do if my order is damaged?

If your purchase is faulty or damaged, please contact us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery.

Please email our team at customerservices@abigailahern.com with the following to help fast-track a claim:

Order Number
Item(s) that are damaged
Photos or video that clearly illustrates the damaged item (outer and inner packaging, as well as the item/s damaged).
A brief description of the damage detailing how you received it and anything that is hard to tell from photos alone.

Please keep all packaging and items until the issue has been resolved.

We may require you to return the item, as it may be necessary to return it to the manufacturer.

Damaged or faulty item returns costs are covered by us, unless it's too damaged we’ll confirm with you to dispose of the item.

If collecting your order from the store please inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.

How do I get a refund and when will this be paid?

Once your product has been safely returned to us in saleable condition, we will send you an email to notify you of the status of your return. We will then process your refund for the original amount paid within 2-3 days of receiving your item back and inspection.

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

Some exceptions to our general refunds policy:

Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
Flash sale: flash sale items cannot be refunded.
Paint & murals are non-refundable
Wallpaper is credit only

Note: Purchases using gift cards or rewards points will be credited back as new gift cards or points reimbursement.

Can I return self-assembly items?

If an item requires self-assembly, please check all the components thoroughly for any damage and contact our Customer Services if any damage is spotted, within 3 days of receiving your order.

Self-assembly products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled unless confirmed as defective.

Can I drop my return to your Warehouse or Store myself?

At this time we can't accept drop-offs at the warehouse.

In most cases of small items we can accept in-store returns. However due to space constraints we can't always guarantee accepting larger items. Please email the store (islingtonstore@abigailahern.com) with the item and expected day of drop-off and we'll advise if possible at this time.

What are your London Store opening times?

We are open everyday.

Mon - Sat: 10 - 6pm
Sunday: 12 - 5pm

Please check the ‘Visit Store’ page for exceptions such as Christmas opening times.

How can I get to your store?

Our address is 12 -14 Essex Road, London, N1 8LN

We're situated in the heart of Islington, very near Angel Tube Station and a 10 minute walk from Essex Road station which has easy onward connections to Finsbury Park.

Alternatively buses run every few minutes.

We don't recommend driving as parking is limited.

If you need to call us, +44(0) 7485 682 975

Where do I put my discount code?

When you're ready to check out, please proceed to the Checkout/Payment page. Before entering your bank details, there will a box under the list of products which says "gift card or discount code". Please enter your discount code into this box.

Please note some items are exempt from discount codes including (but not limited to) Sale items, paint, wallpaper, murals, artwork & wine.

Once entered, you should see the total change. Please note our team are unable to apply discount codes after payment has been made, so please ensure the totals are correct before paying.

My welcome/newsletter sign-up discount code is not working - what should I do?

1. You can only use it once, and it can't be stacked with other discount codes.

2. If you've already bought from us before and you're on the system you may not be able to use the welcome code.

3. Finally, a welcome code is valid for 7 days so it might have expired. In most cases we can re-activate or supply a new code (if you haven't bought from us before) so please email customerservices@abigailahern.com with the subject header "Expired welcome code".

Please Note: Welcome code cannot be used against certain products (paint, wallpaper, wine, sale items etc). Full list in Terms & Conditions

I never received my welcome/newsletter sign-up discount code

You should receive this instantly (though depending on your email provider this might take a couple minutes). If not, ...

1. Please check your junk/spam folder

2. Ensure you used the right email address (no mis-types/spelling mistakes)

If you bought from us before and you're already on our database you won't be eligible for our welcome offer

If you still can't find it and none of the above apply, you can re-enter your (correct) email address in the fields in the footer to re-generate a code.

I signed up a while back but I've lost my code

If your email address is not connected to a used welcome code we can generate you a fresh one. Please email customerservices@abigailahern.com with the subject header "Lost welcome code"

Why hasn't my discount code worked?

When entering your discount code, the basket totals should change after applying this. If prices have not changed, please triple check the following:

Is there a bundle in your basket? Discount codes can't be applied to bundles or product groups (example flowers "make it a bunch" discount bundle).
Is the item in sale? Discount codes can't be used on sale items.
Has the minimum spend been reached? Some codes have a minimum spend e.g. £50 or £100 (which will be stated with your code)
Is the discount code on selected items only?
Is the discount code registered to the email address being used to place the order?
Has your discount code expired? All codes will have an expiry date on the communication/email.

Can I use more than one discount code?

Typically no, only one discount code can be used per order. However, discount codes can be applied on some multibuy offers, in conjunction with rewards points and gift cards.

How long are gift cards valid for?

12 months from date of issue.

I have an Abigail Ahern gift card. Can I use it online as well as in store?

You can indeed. At checkout you'll see a box where you can enter your gift card code.

If the balance available on your gift card is less than the total cost of your order, you will be prompted to choose an additional payment method to cover the difference.

If you still have money left on your gift card, you can spend the remaining balance on more purchases in store or online.

How do I add a new shipping address?

In the top-right, click the chevron and then Profile. You'll be able to add and change your default address.

Note: If you need to change the delivery address AFTER an order is placed please email customerservices@abigailahern.com and we'll do our best to update the fulfilment center unless the order has already been dispatched.

I've forgotten my account password, what should I do?

Don't panic! Go to log in and click Forgot your password? Then simply follow the instructions to reset your password.

Do you ship to the US?

Yes we can arrange many items to be shipped to the US (though customers are liable for customs duties). More delivery details can be found here.

Better still, we'll be launching our US site abigailahern.net in November 2025 which will stock our famous botanicals for quick delivery across the US.

I've not heard back from Customer Services about my query - what should I do?

We endeavour to respond to all emails within 24 hours (Monday - Friday). However please allow up to 72 hours during busy periods.

Sometimes dealing your query requires speaking to other departments or 3rd parties which can slow the process down - we’ll try and keep you posted every step of the way.

If you’ve still not heard from us in 3 business days, please nudge us for a response.

For GDPR/privacy reasons I want to be deleted/have my data anonymised

Please note: Note for legal and tax reasons, past order history will still in place but anonymised.

How long will delivery take?

Delivery times vary depending on the product and your location.

Where is my order? Can I get an update?

We kindly ask customers to wait a minimum of 5 working days before contacting us about a delivery whereabouts. Please note:

Some items have longer lead times of which you should have received an email about
Deliveries outside of mainland UK will take longer
If you are missing part of your order, sometimes orders are split into multiple deliveries (if one item is taking longer than others/coming from a different supplier)

Else, you can contact us Mon-Fri at customerservices@abigailahern.com and we’ll investigate further. Please supply your order number and any other useful information.

One or more of my items has a lead/delay time of 1-2 weeks - can the rest of my order be shipped ahead of this?

Do you deliver to multiple addresses?

At present, each order can only be delivered to one address. If you need items sent to different addresses, please place separate orders.

Do you offer in-store pick-ups?

Currently no, but we are exploring this possibility in 2026.

Will my furniture be delivered to a specific room?

By default furniture will be delivered to the curbside/doorstep only (or first external ground floor door of a block of flats/apartments).

Item you’re planning on ordering
Address
What floor its being taken to
Do you have a lift? (if for a non-ground floor delivery)
Do you want all packaging removed at the same time

With furniture dimensions stated on product pages, please make sure you’ve measured doors/entrances and gangways to ensure you can take larger items through.

We recommend items and packaging be inspected before being signed for.

Shipping to Northern Ireland, Highlands and Islands

Simply email customerservices@abigailahern.com with:

a list of product names
Your full delivery address

We’ll request a quote from our couriers and get back to you (please allow 1-3 days). This should include taxes and/or duties charges.

Deliveries will not include any custom taxes or duties.

Do you ship internationally?

We ship AA products overseas (with the exception of paint, furniture and fragile items).

If you do experience an error, this may be due to a weight restriction. If that’s the case our team are on hand to provide a shipping quote for you.

Simply email customerservices@abigailahern.com with:

a list of product names
Your full shipping address

We’ll request a quote from our couriers and get back to you (please allow 1-3 days). This should include taxes and/or duties charges.

I've had a change of heart. Can I change or cancel my order?

Once an order has been processed or shipped, the order can no longer be cancelled or changed (although you’ll be able to subsequently return this if you want but will be liable for return costs).

Please provide the following information which will be forwarded onto our agent. Once they've been able to review the order and check if a cancellation is possible, they'll be in touch to confirm.

order number
reason of cancellation
confirmation if whole order is being cancelled or just a certain product.
product you wish to add, remove or change.

Our team will aim to get back to you within one working day*.

*working day excludes bank holidays or seasonal closures.

Has my order shipped?

You should receive an email confirming that the order has been dispatched.

If you can't see this information or if you have any concerns or questions please email customerservices@abigailahern.com

Note: In the event where one or more products have a specified lead time, all items will be shipped together.

I received the wrong item - what should I do?

I have an item missing from my order, what should I do?

I need to add a VAT number / Get a VAT invoice for my recent order / Change my billing address to my business

Also be sure to set up a Trade Account with us for tiered discounts!

I have a faulty item, what should I do?

Firstly we're very sorry - sometimes items will get damaged in transit or leave the factory faulty despite our best efforts to avoid this - we'll do everything in our power to rectify this swiftly.

Email us at customerservices@abigailahern.com to get a replacement for faulty items underway.

For faulty or damaged items, generally speaking we need a photo or video to illustrate the issue and process the next steps so its helpful if you attach this when emailing us.

Please note: If your query related to a portable lamp seemingly not working please make sure you've been through the suggestions here before contacting us. Thanks!

Should I keep the packaging if something is wrong?

Yes. Please keep all original packaging until you’re happy with your order, as all returned items MUST be in original packaging.

Can I return my order?

Yes, if you're not completely happy simply complete the return form & package up your item and post back to us within 30 days of delivery and we'll process a refund/replacement.

For larger items our customer services team can support and help arrange returns, any costs will be deducted from your refund.

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

Do I have to pay for return shipping?

What do I do if my order is damaged?

If your purchase is faulty or damaged, please contact us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery.

Please email our team at customerservices@abigailahern.com with the following to help fast-track a claim:

Order Number
Item(s) that are damaged
Photos or video that clearly illustrates the damaged item (outer and inner packaging, as well as the item/s damaged).
A brief description of the damage detailing how you received it and anything that is hard to tell from photos alone.

Please keep all packaging and items until the issue has been resolved.

We may require you to return the item, as it may be necessary to return it to the manufacturer.

Damaged or faulty item returns costs are covered by us, unless it's too damaged we’ll confirm with you to dispose of the item.

If collecting your order from the store please inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.

How do I get a refund and when will this be paid?

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

Some exceptions to our general refunds policy:

Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
Flash sale: flash sale items cannot be refunded.
Paint & murals are non-refundable
Wallpaper is credit only