Deluca Returns Guide

At DELUCA, we believe buying furniture should be an enjoyable and reassuring experience from beginning to end. Whether you're furnishing a single room or your entire home, we're committed to providing not only beautiful furniture, but also honest advice, clear communication and exceptional customer care.

As a family-run independent retailer, we value relationships far more than transactions. We understand that purchasing furniture is an important investment, and if something doesn't go quite as expected, we'll always work with you to find a fair and practical solution.

This policy explains your rights when purchasing from DELUCA and outlines how we handle cancellations, returns, refunds and product concerns. It has been written to provide clear guidance while reflecting your statutory rights under UK consumer law.

We aim to make everything as straightforward as possible. Wherever a problem can be resolved through advice, replacement parts or a repair, we'll always look to do so quickly and with the minimum inconvenience to you. If a return or refund is appropriate, we'll explain the process clearly and support you every step of the way.

Nothing in this policy affects or limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Welcome to the DELUCA experience—beautiful design for real living, supported by service you can rely on before, during and long after your furniture arrives.

Buying furniture online should feel just as reassuring as visiting our showroom. That's why we aim to provide clear product information, accurate photography and honest advice to help you make an informed decision before placing your order.

Many of the furniture collections we offer are produced to order by our trusted manufacturing partners. In many cases, your furniture will only begin production or be allocated from the manufacturer's stock once your order has been confirmed. This helps us offer an extensive range of designs, sizes, finishes and upholstery choices without compromising on quality.

It's important to understand that not all products are treated the same under UK consumer law. Some items are standard catalogue products, even if they are ordered specifically for you from one of our suppliers or manufactured after your order is placed. Others are genuinely made to your individual specifications or personalised specifically for you.

Throughout this policy, we clearly distinguish between these different types of products because your cancellation and return rights may differ depending on the nature of the goods purchased. Where a product is made to your own specifications or personalised, we'll always make this clear before you place your order.

If you're unsure whether a product is a standard catalogue item or a bespoke order, or you have any questions before purchasing, our team will be happy to explain your options so you can order with complete confidence.

Choosing new furniture is an exciting investment, and we're here to help you make the right choice with confidence. Before placing your order, we encourage you to take a few moments to check that your chosen furniture is suitable for both your home and your requirements.

Please ensure you have carefully measured the room where your furniture will be placed, along with any doorways, hallways, staircases, lifts or other access points it will need to pass through during delivery. While we're always happy to offer guidance, it remains the customer's responsibility to ensure the furniture can be delivered safely into the property.

If you have any concerns about access, particularly for larger furniture, please contact us before placing your order. Where practical and within our local service area, we may be able to arrange a home visit to measure access or offer advice before your furniture is ordered. Taking the time to check beforehand can help avoid unnecessary delays or disappointment on delivery day.

All product dimensions shown on our website are approximate and should be used as a guide. Where products are handmade or upholstered by skilled craftspeople, slight variations in size and finish can naturally occur.

We work hard to present our furniture as accurately as possible through photography, videos and product descriptions. However, colours, textures and finishes may appear slightly different depending on screen settings, lighting conditions and the natural characteristics of the materials used.

We understand that choosing the right colour or finish online can sometimes be difficult. Where available, we're often able to provide additional photographs of products in real customers' homes or within our showroom, helping you see how materials and colours appear under different lighting conditions. While every home is different, these images can provide a more realistic representation than standard product photography alone.

Many of our products are made using natural materials such as solid timber, veneers, marble, leather and woven fabrics. These materials are chosen because every piece has its own unique character. Natural grain patterns, colour variation, veining, texture, knots, markings and other individual characteristics are part of what makes each item distinctive and should not be considered faults.

Where you are selecting upholstery, wood finishes, handles, sizes or other options, please take time to check that all selections are correct before placing your order. If anything is unclear, our team will be happy to explain the available options and help ensure your furniture is exactly as expected.

If you have any questions before ordering, we'd always rather you ask. Whether you need advice about dimensions, materials, colours, suitability, access or delivery, our experienced team is here to help you make an informed decision before your order is confirmed.

We'd always much rather answer a question before you order than deal with a problem afterwards. No question is too small, and our team is always happy to help you buy with complete confidence.

By taking a little extra time before ordering, we can help ensure your new furniture arrives exactly as expected, allowing you to enjoy it for many years to come.

When you buy furniture from DELUCA online, by telephone or through another distance selling method, you may have the right to cancel your order under the Consumer Contracts Regulations 2013.

In most cases, you have the right to cancel your purchase within 14 days of receiving your furniture without giving a reason. This statutory cancellation period is designed to allow you to inspect your purchase in a similar way to how you might view it in a retail showroom.

However, not every product is covered by the same cancellation rights. Furniture that has been genuinely made to your individual specifications or clearly personalised for you may be exempt from the statutory right to cancel. We'll always make this clear before you place your order if this applies to your purchase.

It's important to understand that a product does not automatically become exempt from cancellation simply because it has been ordered specifically for you from one of our suppliers or manufactured after your order was placed. Many products remain standard catalogue items and continue to benefit from your statutory cancellation rights. We explain the differences in the following sections of this policy.

If you decide to cancel an eligible order within the statutory cancellation period, please contact us as soon as possible so we can advise you on the next steps. Depending on the stage of your order, this may involve stopping production or arranging the safe return of the furniture.

Where furniture has already been delivered, it should be returned in a condition that reflects no more handling than would reasonably be expected when inspecting it in a showroom. If the value of the furniture has been reduced because it has been used, assembled beyond what is necessary for inspection, damaged, or handled more than reasonably necessary, DELUCA may make a reasonable deduction from your refund where permitted by law.

Nothing in this policy affects your statutory rights. If your furniture is faulty, not as described or not of satisfactory quality, your rights under the Consumer Rights Act 2015 remain unaffected regardless of any cancellation rights explained within this policy.

When you purchase furniture in one of our showrooms, different consumer laws apply than when buying online or by telephone.

The 14-day statutory cancellation rights provided under the Consumer Contracts Regulations 2013 apply to distance and off-premises purchases. They do not apply to purchases made in-store, which means there is no automatic legal right to cancel or change your mind after placing an order in our showroom.

We encourage all customers to take the time they need before making a purchase. Our experienced team will be happy to answer any questions, explain product options and help you make an informed decision before your order is confirmed.

If, after placing your order, your circumstances change, please contact us as soon as possible. Depending on the stage of your order, we may be able to amend or cancel it. Where production has not yet started or goods have not been allocated or dispatched, we'll always do our best to help wherever reasonably possible.

Once production has begun, goods have been ordered specifically for your purchase, or your furniture has been dispatched, it may no longer be possible to cancel your order. If DELUCA agrees to a cancellation outside your statutory rights, this will be considered on a case-by-case basis and may be subject to reasonable charges to cover costs already incurred.

Any agreement to amend or cancel an in-store order outside your statutory rights is entirely at DELUCA's discretion and does not affect your legal rights where goods are faulty, not as described or not of satisfactory quality under the Consumer Rights Act 2015.

As a family-run business, we believe every situation deserves to be treated fairly. While we can't always guarantee that changes or cancellations will be possible, we promise to consider every request carefully and always explain your options honestly.

Many of the furniture collections we sell are standard catalogue products. These are products that are offered as part of a manufacturer's normal range and are available to all customers in the same design, size, specification and finish.

In many cases, we don't keep every item in stock within our showroom or warehouse. Instead, we place an order with the manufacturer once your order has been confirmed. Some products may also be manufactured after your order is placed as part of the manufacturer's normal production schedule.

This does not automatically make the furniture bespoke or remove your statutory cancellation rights.

Provided the furniture has not been made to your own individual specifications or personalised specifically for you, it will generally remain a standard product for the purposes of UK consumer law, even if it has been ordered specifically for you or manufactured after your purchase.

If you purchase a standard product through our website, by telephone or by another distance selling method, your statutory cancellation rights will usually apply in accordance with the Consumer Contracts Regulations 2013, as explained earlier in this policy.

If you purchase the same standard product in one of our showrooms, the statutory 14-day cancellation period does not apply, as explained in the previous section. However, if your circumstances change before production or dispatch, we encourage you to contact us as soon as possible. Wherever reasonably possible, we'll always try to help.

Where a standard product has already been delivered and you choose to exercise your statutory right to cancel, the furniture should be returned in the same condition in which it was received, allowing only the level of handling reasonably necessary to inspect it. If the furniture has been assembled, used, damaged or handled beyond what would normally be expected when viewing it in a showroom, DELUCA may make a reasonable deduction from your refund where permitted by law.

If you're ever unsure whether your furniture is a standard catalogue product or a genuinely bespoke item, simply ask us before placing your order. We'll always explain this clearly so you know exactly which cancellation rights apply to your purchase.

Some furniture is genuinely made to your individual requirements rather than being supplied as part of a manufacturer's standard catalogue. These products are referred to throughout this policy as bespoke or made-to-order products.

A bespoke product is one that has been manufactured or significantly customised to your individual specifications. This may include, for example, furniture made to your own dimensions, unique configurations, personalised finishes, or other customisations that are not offered as part of the manufacturer's standard range.

Because these products are made specifically for you, they cannot usually be resold to another customer. For this reason, bespoke and personalised goods are generally exempt from the statutory right to cancel under the Consumer Contracts Regulations 2013.

This exemption only applies where the furniture has genuinely been made to your individual specifications or clearly personalised. It does not apply simply because a product has been ordered from one of our suppliers specifically for you or manufactured after your order was placed as part of the manufacturer's normal production process.

We'll always make it clear before you place your order if a product is considered bespoke or made to your individual specifications and therefore exempt from the statutory right to cancel.

Before your order is placed into production, we'll ask you to carefully check and confirm all details, including dimensions, finishes, fabrics, colours, configurations and any optional extras you have selected. Once these details have been approved and production has commenced, changes may no longer be possible.

If you're unsure whether a product is considered bespoke, please ask before placing your order. Our team will always explain how your furniture is being manufactured and which cancellation rights apply, so you can order with complete confidence.

We understand that circumstances can sometimes change after you've placed an order. If you need to cancel or amend your order, please contact us as soon as possible.

The earlier we're notified, the more likely it is that we'll be able to help.

Where production has not yet started, goods have not been allocated, or we have not yet committed costs with our suppliers, we may be able to cancel or amend your order with little or no cost. Every request is considered individually, and we'll always be open and honest about the options available.

Once production has commenced, materials have been ordered specifically for your furniture, or costs have already been incurred on your behalf, it may no longer be possible to cancel your order without charge. In these circumstances, any cancellation request will be assessed on a case-by-case basis, taking into account the stage your order has reached and any costs that have already been incurred.

Where DELUCA agrees to cancel an order outside your statutory rights, we may make a reasonable deduction or apply a cancellation charge to reflect genuine costs already incurred. These may include supplier charges, manufacturing costs, administration, delivery planning or other unavoidable expenses directly associated with your order.

If a cancellation is agreed before your furniture has been delivered, we'll always explain any applicable charges clearly before processing your request. Our aim is to reach a fair outcome for both you and DELUCA.

As a family-run business, we believe honesty and communication are key. If your circumstances change, please speak to us as soon as possible. We'll always do everything we reasonably can to help.

When your furniture is delivered, we ask that you take a few moments to inspect it before our delivery team leaves, wherever reasonably possible. While some issues may not become apparent until your furniture has been unpacked or positioned within your home, an initial inspection allows any obvious concerns to be identified and resolved as quickly as possible.

If our team assembles your furniture as part of our delivery service, they will also carry out a visual inspection during assembly to ensure everything is in good condition before leaving your home.

If you notice any damage, missing parts or believe an item is not as ordered, please let our delivery team know immediately or contact us as soon as possible after delivery. Taking a few photographs of the issue and the product as a whole can help us understand the problem quickly and often allows us to resolve it much faster.

Please don't attempt to repair, modify or dispose of any item before speaking with us, as this may affect our ability to investigate the issue or provide an appropriate remedy.

Some concerns can be resolved by supplying replacement parts or carrying out a professional repair. Where this is the most appropriate solution, we'll always aim to arrange this as quickly as possible and with as little inconvenience to you as we can.

If a repair or replacement part cannot resolve the issue, or where a replacement or refund is the appropriate remedy under your statutory rights, we'll explain the options available and work with you to achieve a fair outcome.

Our priority is always to resolve any genuine problem promptly, professionally and with the same level of care you would expect throughout your DELUCA experience.

At DELUCA, we take great pride in the quality of the furniture we supply. However, on the rare occasion that something isn't quite right, we're committed to putting it right as quickly and fairly as possible.

If you believe your furniture has arrived damaged, is faulty, has developed a manufacturing defect or is not as described, please contact us as soon as reasonably possible. Providing photographs, a brief description of the issue and your order details will help us assess the situation quickly and determine the most appropriate solution.

Where appropriate, we may first inspect the furniture ourselves or request additional information before deciding how best to resolve the issue. In some cases, this may involve a visit to your home or consultation with the manufacturer.

Not every issue requires a complete replacement. Many genuine manufacturing faults can be resolved quickly by supplying replacement parts or arranging a professional repair within your home. Where this provides an effective and lasting solution, we'll always aim to minimise inconvenience while restoring your furniture to the standard you should expect.

If a repair or replacement isn't possible, cannot be carried out within a reasonable time, or would cause significant inconvenience, we'll discuss the appropriate remedy with you in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, price reduction or refund.

Please don't return furniture, arrange repairs yourself or dispose of any item without speaking to us first. Doing so may affect our ability to investigate the issue or recover the goods from our supplier where necessary.

Nothing in this policy affects your rights under the Consumer Rights Act 2015. Our commitment is simple: if there's a genuine problem with your furniture, we'll work with you to resolve it promptly, fairly and with the level of service you expect from DELUCA.

Many of the furniture collections we supply are crafted using natural materials chosen for their beauty, character and individuality. Unlike mass-produced synthetic materials, natural products develop their own unique appearance, meaning no two pieces will ever be completely identical.

Natural timber may feature variations in grain, knots, colour, texture and pattern. Marble and natural stone can contain unique veining, fossil markings, colour movement and mineral deposits. Leather may display natural scars, wrinkles, growth marks and subtle shade variations, while fabrics can vary slightly in texture, weave and appearance depending on the direction of the pile and the surrounding light.

These natural characteristics are not manufacturing defects. They are an inherent part of the material and contribute to the individuality and authenticity of each piece of furniture.

Similarly, slight variations in colour or finish may occur between showroom displays, product photography, samples and the furniture you receive. Differences in lighting conditions, computer and mobile device screens, and the natural variation of materials can all influence how colours appear.

Where multiple items are purchased at different times, slight batch variations in colour, grain or finish may also occur. Manufacturers continuously produce furniture using natural materials, and minor differences between production batches are both normal and unavoidable.

At DELUCA, we carefully select suppliers who share our commitment to quality and craftsmanship. We believe these natural variations should be celebrated as part of owning beautifully made furniture and should not be regarded as faults.

Many items of furniture naturally settle during the first weeks and months of normal use. This is a normal characteristic of quality furniture and should be expected as the materials adapt to their environment and regular everyday use.

Upholstered furniture, particularly sofas, chairs and mattresses, will naturally soften over time as the fillings compress and become more comfortable. Seat cushions, back cushions and arm pads may also develop a more relaxed appearance and may not remain perfectly uniform. This is entirely normal and does not indicate a manufacturing fault.

Timber furniture may respond to changes in temperature and humidity throughout the year. Minor movement, expansion or contraction of natural wood is a normal characteristic and helps preserve the integrity of the material. Likewise, small changes in drawer operation or door alignment can sometimes occur as furniture acclimatises to its surroundings and can usually be adjusted if required.

Mattresses also require a settling-in period. During the first few weeks of use, fillings will naturally compress as they adapt to your body shape and sleeping position. Rotating or turning your mattress, where recommended by the manufacturer, will help promote even wear and maximise comfort and longevity.

Regular maintenance, such as plumping cushions, rotating seat cushions where applicable, and following the manufacturer's care instructions, will help your furniture perform and look its best for many years.

These natural settling processes form part of the normal ageing and performance of quality furniture and should not be regarded as defects or manufacturing faults.

We understand that receiving new furniture is exciting, and we want you to be completely delighted with your purchase. Occasionally, however, customers notice characteristics that are entirely normal and are not considered manufacturing faults.

The following are examples of characteristics that would not normally be regarded as defects:

• Natural variations in timber grain, knots, colour and texture.
• Unique veining, markings and colour movement within marble or natural stone.
• Natural scars, wrinkles, grain variation and shade differences in genuine leather.
• Slight differences in the weave, texture or appearance of fabrics.
• Variations in colour caused by different lighting conditions, photography or individual screen settings.
• Minor batch variations between items purchased at different times.
• The natural softening and settling of upholstery, cushions and mattresses during normal use.
• Minor dimensional tolerances consistent with normal manufacturing processes.
• Small variations in stitching, piping, pattern matching or handcrafted finishes that do not affect quality, durability or intended use.
• The natural movement of timber caused by seasonal changes in temperature and humidity.

These characteristics are common within quality furniture manufacturing and reflect the use of genuine materials and skilled craftsmanship. They do not affect the performance, safety or expected lifespan of your furniture.

If you're ever unsure whether something is a natural characteristic or a genuine fault, please contact us. We'll always be happy to review your concerns, explain what you're seeing and, where appropriate, inspect the furniture to ensure everything is as it should be.

Our aim is never to dismiss a concern. Every enquiry is taken seriously, and we'll always assess each situation fairly, honestly and in accordance with your statutory rights.

Where you're entitled to a refund, DELUCA will process it as promptly as possible and in accordance with your statutory rights.

The amount refunded will depend on the reason for the return and the circumstances surrounding your order.

If you exercise your statutory right to cancel an eligible distance sale under the Consumer Contracts Regulations 2013, you'll receive the refund you're entitled to under the legislation. However, if the furniture has been handled beyond what is reasonably necessary to inspect it, assembled unnecessarily, damaged, marked or used in a way that reduces its value, DELUCA may make a reasonable deduction from your refund where permitted by law.

Where a return is accepted outside your statutory rights as a gesture of goodwill, different terms may apply. As these returns are offered voluntarily by DELUCA, we may apply a reasonable deduction or cancellation charge to reflect genuine costs already incurred. These costs may include manufacturing commitments, supplier charges, administration, delivery planning, collection, inspection, dismantling or other unavoidable expenses directly associated with your order.

Where furniture needs to be collected from your home following a change-of-mind return, you may also be responsible for the reasonable direct cost of collection where permitted by law or where agreed as part of a goodwill return.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

Where appropriate, we may withhold a refund until the returned furniture has been received and inspected, or until satisfactory evidence of its return has been provided, where permitted by law.

Our aim is always to deal with refunds fairly, transparently and without unnecessary delay. If you have any questions about how your refund has been calculated, our team will be happy to explain it clearly.

Nothing within this section affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Nothing in this policy is intended to restrict or replace your statutory rights.

Your purchase is protected by the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts Regulations 2013. These laws provide important protections when buying goods and explain the remedies available if furniture is faulty, not as described, not of satisfactory quality or, in the case of eligible distance purchases, where you choose to exercise your statutory right to cancel.

Where this policy explains our procedures for inspections, repairs, replacement parts, collections or refunds, these are designed to help us resolve any issues as quickly and fairly as possible. They do not remove or reduce any legal rights you may have.

In many cases, the most appropriate solution will be a repair or the supply of replacement parts. In other circumstances, a replacement, price reduction or refund may be more appropriate. The remedy available will depend on the nature of the issue, the age of the furniture, the stage at which the problem is identified and your statutory rights at the time.

If there is ever any uncertainty about your rights or how this policy applies to your purchase, please contact our team. We'll always explain your options clearly, treat your concerns fairly and work with you to achieve a practical and reasonable outcome.

At DELUCA, we believe exceptional customer service doesn't end when your furniture is delivered. Our commitment is to support you before, during and long after your purchase, ensuring you can continue to enjoy beautiful design for real living with complete confidence.