Returns period
Items may be returned within 30 days of purchase.
For pre-order items, the 30-day period begins from the date of dispatch.
To exercise your right to return, you must notify us within this period.
Returns & refunds
Returns,
made simpler.
We hope you are delighted with your purchase. If you need to return an item, this page explains the available options, timings and conditions.
01
Tell usNotify us within the applicable returns period.
02
Pack carefullyKeep items unused, complete and in original packaging.
03
Send or arrange collectionChoose the service suited to your item and location.
Returns period30 days
Refund processingUp to 5 working days
DPD return label£9 · up to 3 parcels
Home collection£15 · up to 3 parcels
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Returns & refunds
Our straightforward returns process is subject to the terms below.
Condition of returns
Returned items must be:
- Unused
- In perfect condition
- Complete
- Returned in their original packaging and an outer box (unless not received in an outer box)
We are unable to accept returns of items that have been used, assembled, washed, altered, or damaged after delivery.
Items returned without original packaging may not be eligible for a full refund.
Proof of purchase
Please include proof of purchase (your packing slip or order confirmation is sufficient).
If proof of purchase cannot be provided, we reserve the right to offer a gift card or replacement at our discretion.
Refunds
Refunds will be issued to the original payment method.
Once your return has been received and inspected, please allow up to 5 working days for funds to appear in your account.
Original delivery charges are non-refundable unless the item is confirmed faulty.
Return costs are the responsibility of the customer unless otherwise stated.
Gifts
If returning an item received as a gift, we are pleased to issue a Layered Lounge gift card to the value of the returned item.
Refunds can only be processed to the original payment method used at the time of purchase.
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Faulty or damaged items
Contact us promptly so that we can assess the issue and help with the appropriate resolution.
In the unlikely event that your item arrives damaged or develops a fault, for homeware goods please contact us within 14 days of receipt and for furniture items within 7 days at info@layered-lounge.pro or via live chat.
We will request photographic evidence to assess the issue promptly.
Where a fault is confirmed, we will offer a repair, replacement or refund in line with your statutory rights under the Consumer Rights Act 2015. Return costs for confirmed faulty items will be covered by us.
If an issue arises outside the 30-day period, please contact us and we will review the matter in accordance with your statutory rights.
We kindly ask that all care instructions provided on our product pages are followed to ensure longevity.
Tell us what has happened
Include your order number and photographs of the item and packaging where possible.
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How to make a return
Choose the route that best suits your location and the size of your return.
UK mainland · DPD return
Generate a printed or paperless returns label for £9, covering up to 3 parcels. This cost will be deducted from your refund once processed.
Parcels must weigh no more than 30kg and be under 100cm × 70cm × 60cm.
If you do not have access to a printer, Collect+ offers an in-store label printing service.
Arrange your own courier
You may arrange your own courier and return goods to the address below.
Please ensure your completed Returns Form is included inside your parcel.
Prefer a home collection?
We can arrange a dedicated DPD home collection for £15 per booking, covering up to three parcels.
The fee will be deducted from your refund. Contact our team and we will arrange a suitable collection date.
Ready to return a parcel?
Use the DPD portal for eligible UK mainland parcel returns, or contact us to arrange a collection.
Return address
Layered Lounge LtdUnit 8, Anamax Industrial Estate
Oxford Road
Gerrards Cross
SL9 7BB
United Kingdom
Non-UK mainland
Customers outside UK mainland will need to arrange returns independently, as the DPD portal is not available for these locations.
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Furniture returns
Furniture is delivered via a two-person service who will unpack your item and remove all packaging. We strongly recommend inspecting your item thoroughly before the delivery team departs with any packaging as items will need to be returned in their original packaging for safe transit back to us. We are unable to refund items for change of mind that have been returned with no packaging.
Change of mind
If you decide to return a furniture item:
- You must notify us within 7 days of delivery
- A collection service can be arranged at a flat rate of £50, which will be deducted from your refund
- Items must be returned in original packaging
- Any assembled items must be disassembled and securely re-wrapped prior to collection
Condition of furniture
We are unable to accept returns of furniture that has been used, marked, or damaged after delivery.
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Made-to-order & bespoke furniture
Selected upholstered pieces and certain furniture items are made to order specifically to your chosen specification, including fabric, finish or configuration.
Such items are considered personalised goods under the Consumer Contracts Regulations 2013.
Your right to cancel
Under the Consumer Contracts Regulations, bespoke or made-to-order goods are exempt from the standard 14-day cancellation period once production has commenced.
Orders may be cancelled without charge prior to production beginning. Once production has started, we may retain a proportion of the order value to recover costs incurred.
Returns after delivery
If you wish to return a made-to-order item after delivery:
- You must notify us within 14 days of receipt
- The item must be unused and in as-new condition
- It must be returned in original packaging
- A collection charge will apply (quoted at the time of request)
As these items are produced to order and cannot be resold as new, we reserve the right to apply a restocking charge of up to 25% of the purchase price to cover manufacturing, handling and logistics costs.
Any applicable collection and restocking charges will be deducted from your refund.
Faults or manufacturing issues
Your statutory rights remain unaffected.
If a made-to-order item arrives damaged or develops a manufacturing fault, we will repair, replace or refund in accordance with the Consumer Rights Act 2015.
Photographic evidence may be requested to assess the issue and determine the appropriate resolution.
We are here to help
Need help with a return?
Contact our Customer Service team with your order number. Our showroom and office are open Monday to Friday, 9am–5pm, excluding bank holidays.
Unit 8, Anamax Industrial Estate, Oxford Road, Gerrards Cross, Buckinghamshire, SL9 7BB.