Goods that have been specially made to order in a specific finish or upholstery colour as per the customer’s specifications cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. ‘Made to order’ items are defined as items that are specially produced based on a customer’s choice of finishes as ordered, and put into production as per these specifications. All ‘Made to order’ items are clearly labelled as such on the corresponding product page and in the shopping basket. If your order is received damaged or defective then a replacement will be manufactured and delivered as replacement as soon as possible.

As almost everything we sell is made-to-order most of our sales are not governed by the Distance Selling Regulations, so as well as contacting us before ordering to check everything is as it should be please read our Terms & Conditions before placing an order. Cancellations can be made within 3 working days after ordering, but after that unfortunately we need to charge a cancellation or re-stocking fee, which can be up to 50% depending on the item.

Please only place your order if you are sure that the item and finish is right for your needs as you will not be able to change the order after the item has been entered into production. The exception to this is, of course, if we have not supplied the correct item or specification as per the order confirmation. It is also imperative for you to check access into your property as delivery will be actioned on the basis that you have checked the dimensions of the item you wish to order and that if fits through all doorways, stairwells and within the area of intended use. 

If you would like to return or exchange an in-stock item where no finish options have been specified by you, please contact us within 14 calendar days of receiving your order. You must return or exchange goods within 14 calendar days of cancellation but Chaplins Furniture is not responsible for any item that is not returned in the manner set forth below.

The product you return must be in new, unused condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or signs of any wear. We will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. Goods can be returned to our warehouse or, if required, we can arrange for the unwanted product to be collected at your cost. The cost of returning any unwanted products will be the responsibility of the buyer. Please ensure you keep all the original packaging and carefully repackage the item for transit as it is also the buyer’s responsibility to insure the goods for transit.

Where items are large or fragile (as determined by Chaplins Furniture) we reserve the right to nominate a specialist furniture handler for return transit and pass the cost of this service onto the Customer. This transportation charge will be charged each time the Customer accepts a returns collection date but then subsequently fails to meet it.

The value of all accurately returned, unwanted products will be credited to the original purchaser’s credit or debit card minus any relevant collection charges within 14 days of receipt by us of the return. The same procedure and guidelines should be followed if you would like to exchange your order but, again, collection and re-delivery charges will apply if required and any necessary revised payments processed.

In the event of your order being received in a faulty or damaged condition, please notify us as soon as possible after you have received your goods as no claim for a replacement for damaged or missing goods can be made after three days; the manufacturer’s standard warranty on faulty goods remains valid beyond this period. Any claims regarding damaged/defective items must be made initially by calling the showroom on 020 8421 1779 and then followed up by a written claim via email to customerservices@chaplins.co.uk