Not quite right? We'll make it easy.
If you're not totally happy with your purchase, here's how to send it back.
Our customer service emails have recently been landing in spam/junk folders. If you email customerservices@abigailahern.com about a return or a faulty item, please include a contact phone number and safe-list our address. No reply after 48 hours? Please check your spam/junk folder. Thank you for your understanding.
Got a question? Please check our FAQs first.
Returning an online order
You have 30 days from the day your order was dispatched, unless the product page says otherwise.
You post it, you pay
Send it back with any courier you like, at your own cost. Follow the three steps below.
Customer paysWe collect it
Please don't post it yourself. Email customerservices@abigailahern.com and we'll arrange collection or issue you a returns label.
We cover itChanged your mind? Here's how to return it.
Pack it securely
Pop the form in with your items. It helps us identify your return - without it, your refund may be delayed.
Post it to us
Use any courier you like, such as Royal Mail, Fedex or DPD, at your own cost. Keep your tracking until your refund has been processed.
Good to know
- Changed your mind? Return postage is on you, and you can use any courier.
- Faulty or damaged? We cover it. Email customerservices@abigailahern.com and we'll arrange collection or issue a returns label.
- Items must be in perfect, resalable condition and their original packaging. Please check you're happy with your item before you throw the packaging away, as we may not be able to accept it otherwise.
- If you post a return yourself, we can't refund items lost or damaged on the way back to us, so please get proof of postage or a tracking number.
- Refunds usually take 3-5 working days once we receive your return in good condition. It may take longer in busy periods.
Can I drop my return to your warehouse? +
Can I drop my return to your store? +
Returning an in-store purchase
Bring it back to the relevant store.
Within 30 days
Return it within 30 days of purchase.
Original condition
It needs to be in its original packaging and condition.
Bring your receipt
Please keep your receipt for any return.
Faulty or damaged items
We're sorry if something has arrived damaged or faulty. Here's what to do.
Email customerservices@abigailahern.com with:
Order number
So we can find your order quickly.
Item name
Which item is damaged or faulty.
A photo and description
Show us the damage or fault, and tell us what's wrong.
- Keep the item and all its packaging until the issue is resolved.
- Please don't try to fix it yourself or through a third party, as it may affect your refund, compensation or reimbursement.
- Please don't post it back yourself. Speak to us first so we can arrange collection or issue a returns label - we can't refund return costs if you send it without speaking to us.
Chandeliers and wired lighting
Check the item for damage, and that it works, before you install it. If it's faulty or damaged, please don't install it.
For a faulty item we can only offer an exchange for the same item. We'll arrange collection and cover the delivery cost of the replacement.
Portable lamps
Some of our lamps have 2 switches. If yours isn't working, please read this article first.
Refund terms
- Refunds go back to your original payment method. Paid entirely by gift card? It goes back onto that gift card. Paid with a card and a gift card? We refund the gift card portion first, then the rest to your card.
- Pack items securely so they survive the journey. Damaged returns won't be refunded.
- Refunds and replacements wait for your return. We can't issue either until the original items reach our warehouse.
- If you post a return yourself, we recommend insured registered delivery and keeping the receipt. We can't accept liability for goods lost or damaged in transit.
- Card interest isn't on us. We're not responsible for interest charged by your credit card company while you wait for a refund.
- Unusual returns patterns. If we notice a pattern of returns that doesn't seem right, we may have to deactivate your account and any linked accounts. If you think we've made a mistake, get in touch with Customer Services and we'll talk it through.
- Returns after 30 days are refunded as an Abigail Ahern Credit Note.
Items with their own rules
Self-assembly items
Check every component for damage as soon as it arrives, and contact Customer Services within 3 days if you spot any.
To return one, it must be unused and in its original packaging. It can't be returned once partly or fully assembled, unless we've confirmed it's defective.
Damaged or defective? Email customerservices@abigailahern.com and we'll arrange collection or issue a returns label.
Non-refundable items
- Made-to-order items such as Paint/Wallpaper/Murals and Wall Art/Prints, bought online or by phone. They can't be cancelled once ordered, or returned or refunded.
- Items made with your choice of fabric, colour or material can't be cancelled, returned or refunded once purchased.
- Gift vouchers and e-vouchers.
- Sample sale and warehouse sale purchases are final.
Original artwork
Pieces in the Original Art Collection are created by artists personally selected by Abigail Ahern, and can't be returned. Please contact Customer Service for the return information, and don't send artwork to our usual returns address.
Bought other items too? We'll need those sent back separately, to a different address from the artwork.
This applies only to the Original Art Collection. Our made-to-order Wall Art and Prints are non-returnable.