Delivery, Refund and Returns Policy

Delivery

We deliver products only within the UK, please refer to DHL’s zone map if you are unsure if you are eligible or not for delivery.

We charge £4.99 for delivery. All of our products are dispatched and delivered within 5 working days. Exceptions are if you are ordering a bespoke or made to measure product, in which scenario we will notify you by email to give to a new lead time.

We use a separate courier service, DHL, to deliver your cushion(s). DHL will send you a notification by email when they have left their depot with your products(s) which they will deliver to you the same day. From DHL’s email you will be able to track your parcel. DHL requires someone to be at home to accept the parcel. If there is no one available you can reschedule the delivery from the email sent by DHL. DHL will make 3 delivery attempts before sending your product(s) back to us where you will have to pay for redelivery in order to recieve your package.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: 

• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Exchanges

We only replace items if they are defective or damaged. Please note it is not guaranteed we will have an exact product to exchange due to the exclusivity of the products, in which case we would provide a refund. For exchanges send us an email at studio@artofcushions.co.uk and send your item to: 31 Cross Green, Otley, LS21 1HD.

Shipping returns

To return your product, you should mail your product to: 31 Cross Gate, Otley, Ls21 1HD.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless you receive a refund due to the product being faulty. Then the cost of return shipping will be reimbursed from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at studio@artofcushions.com for questions related to refunds and returns.