Returns & Refunds

At Millie & Jones, your satisfaction is our top priority. If you're not completely happy with your purchase, we’re here to help make things right.

Right to Cancel & Return

Cancelling Your Order Before Delivery

  • You can cancel your order at any time before it is dispatched by emailing us at info@millieandjones.co.uk. We will process your cancellation promptly.

Cancelling & Returning After Delivery

  • You have the right to cancel your purchase within 14 days of receiving your item, without providing a reason.
  • The 14-day cancellation period begins the day you (or someone you’ve authorised, excluding the delivery courier) take physical possession of the goods.
  • To cancel, you must email us at info@millieandjones.co.uk within this period.
  • You have 14 days from the date of cancellation to return the item.

Returns Procedure

To initiate a return, please follow these steps:

  1. Email us at info@millieandjones.co.uk with:
    • Your full name
    • Order reference number
    • Address
    • Contact number
    • Date of purchase
    • Date the goods were received
    • The item(s) you wish to return
  2. You will receive confirmation within 48 working hours.
  3. Once approved, we will provide return instructions and confirm any applicable return or collection charges.
  4. If collection is required, we will arrange a convenient collection date via email or phone.
  5. Once we receive and inspect the returned item, we will confirm if the refund is approved.
  6. If approved, the refund will be processed within 3–10 working days (depending on your payment method).

Return Conditions

To be eligible for a return:
✅ The item must be unused and in its original packaging.
✅ The product must not be assembled. Once assembled, the bed cannot be returned.
✅ The item must be in as-new condition and not damaged due to handling beyond what is necessary to inspect it.

Hygiene Restrictions – Mattresses & Pillows

🚫 We cannot accept returns on mattresses or pillows if they have been removed from their original packaging or used, unless they are faulty.

Made-to-Order & Custom Products

🚫 Made-to-order or custom furniture cannot be returned unless faulty or not as described.

Returning Items & Collection Fees

  • Customers are responsible for returning items to us at their own cost unless the item is faulty or not as described.
  • If you require us to collect the item, a collection charge will apply, based on the product type and your location.
  • Collection fees will be confirmed before proceeding with the return.

Damaged or Faulty Items

30-Day Right to Reject Faulty Goods

  • If your item is faulty, not as described, or unfit for purpose, you have 30 days from the date of purchase to reject the goods for a full refund.

Warranty Inspection Process

  • If the 30-day period has passed, we will work with the manufacturer to arrange a repair or replacement under the warranty terms.
  • In some cases, the manufacturer may require an on-site inspection of the faulty product.
  • Failure to allow an inspection may result in the return being refused.

Refund Processing

  • If you cancel within 14 days, we will refund all payments received, including standard delivery costs (excluding any extra costs if you selected an upgraded delivery service).
  • We may deduct from your refund if there is a reduction in the value of the goods, such as items being removed from packaging, assembled, or damaged.
  • Refunds will be processed within:
    • 14 days after receiving the returned goods in their original condition,
    • 14 days after you provide proof of return, or
    • 14 days after you notify us of cancellation (if no goods were delivered).
  • Refunds will be issued via the original payment method, unless you agree otherwise.

Tracking Your Return

If you need to check the status of your return, please email info@millieandjones.co.uk with your full name, order number, and contact details. We aim to respond within 24 hours.

Final Notes

We understand that buying furniture is a big decision, and we want to make the process as smooth as possible. If you have any questions or need assistance, please contact us - we’re here to help!

📧 Email: info@millieandjones.co.uk
📞 Call: 020 8264 0042