How do I return furniture purchased online or in-store?
If you’re asking “Can I return furniture purchased at Brown Thomas?” the process is slightly different to smaller items. Due to size and handling requirements, furniture follows special terms and conditions for returns.
Eligibility for return
Furniture can be returned if it is unused, in saleable condition, and accompanied by proof of purchase.
Certain customised, made-to-order, or altered items (e.g. bespoke sofas, personalised upholstery) are non-returnable unless faulty.
If your furniture is damaged or potentially faulty, please contact Customer Service immediately to arrange inspection and resolution.
Timeframes
Online purchases: You may request a return within 14 days of receiving your order under your statutory withdrawal rights.
In-store purchases: Returns or exchanges follow the terms provided at the time of sale. Always retain your receipt and delivery documentation.
How returns are collected
Collection will be arranged by our specialist delivery partner.
Once scheduled, please ensure the item is ready and accessible for pickup at the agreed time.
Return collection fees may apply, depending on the reason for return.
Refunds
Refunds are issued once the item is returned and inspected by our team.
Refunds are processed back to the original payment method.
Please allow additional time for large item returns to be logged and processed compared with standard parcels.
Important information
Customers are responsible for ensuring furniture fits into the intended space and can be delivered through access points (doors, lifts, staircases).
If delivery is refused or unsuccessful due to access issues, return or re-delivery charges may apply.
Furniture refunds do not include delivery charges unless the item is faulty.