Customer Guidance Page

1. Returns Policy

2. Delivery Infomation

3. Blue Light Card Discount

4. Missed Infomation

Common Reasons for Returns and Cancellations


You may request a return, exchange, or cancellation for reasons including:
  • Change of mind or change of heart
  • Unexpected delivery delays
  • Inventory discrepancies (item no longer in stock)
  • Suitability issues (item does not fit your space or intended use)
  • Quality concerns regarding the product or materials
  • Dissatisfaction with our service
  • Unavailability of the ordered item

Adornament operates on principles of fair trading. We do not withhold customer funds unnecessarily or refuse returns without cause.

How to Cancel Your Order

  • Email Us: Send a request to support@adornament.co.uk
  • No Reason Needed: You do not need to provide an explanation to cancel an unfulfilled order.
  • Refund Timeline: Once approved, your cancellation will be processed, and funds will be returned to your original payment method within 7 to 30 days.

Crucial Return Information

  • Original Packaging Required: All returned items must be securely packed in their original boxes and materials. We reserve the right to refuse collection if the items are not properly protected for transit.
  • Change of Mind Fees: If you return an item because you changed your mind or found it unsuitable, a £50 collection charge will apply. This fee will be automatically deducted from your total refund.
  • Faulty or Damaged Items: If you are returning an item due to damage, manufacturing defects, or an incorrect delivery, no collection fee will be charged.
  • Payment Method: All refunds are issued exclusively back to the original payment method used during purchase.

Reporting Issues & Damage

If your order arrives damaged, incomplete, or incorrect, you must notify us in writing within 7 days of delivery.

  1. Retain Packaging: Keep all boxes, crates, and wrapping materials.
  2. Provide Evidence: Email us clear photographs showing the item damage, the packaging condition, and the shipping label.
  3. Resolution: Depending on the situation, we will arrange a free replacement of the damaged product. 

Return Windows

  • 10 Days: The time window you have to return an eligible item for any standard reason (such as change of mind) this starts from the delivery date. 
  • 30 Days: The time window you have to reject inherently faulty or defective goods.
  • After 30 Days: We are unable to accept returns or exchanges on faulty products once 30 days have passed from the delivery date.

Exclusions & Special Terms

  • Hygiene Items: For sanitary reasons, mattress covers, mattresses, and pillows cannot be returned or exchanged unless they arrive faulty.
  • Made-to-Order Pieces: Bespoke or customized furniture pieces cannot be cancelled, changed, or returned once production begins, as they are custom-built specifically for you. They can only be rejected if they arrive damaged during transit or feature a manufacturing defect. Please contact our team before purchasing if you are unsure if an item is made-to-order. Always check your order/product before the driver leaves.
  • Assembled Flat-Pack Furniture: Once you or a third party begins assembling flat-pack furniture, it cannot be returned for a full refund. If a specific component is damaged, we will ship a replacement part rather than replacing the entire piece of furniture.
  • Self-Inflicted Damage: If an item is damaged during your own assembly attempt, it is completely ineligible for a return, replacement, or refund.
  • Service Fees: Standard delivery fees and premium service charges are strictly non-refundable.
  • Pre-Assembled Wardrobes: Large, ready-assembled items must be measured against your property's entryways prior to ordering. If the item cannot physically fit into your building or room, it cannot be returned.

The Refund Process

For returns involving faults, damages, or shipping errors:

  1. Verification: Submit the required photographic evidence of the product and its packaging.
  2. Collection: Please allow 10 to 14 days for our team to schedule and execute the furniture collection.
  3. Processing: Once the item is successfully received and inspected at our warehouse, your refund will be finalised within 30 days from the day we received the goods.
Please note: If you or a third party attempts to assemble an item and it becomes damaged during assembly, we cannot accept a return or refund.

ADF Adornament LTD is based in London UK, and operates under the laws of England and Wales. Any disputes will be resolved under these laws.

Delivery Areas

Adornment offers FREE standard doorstep delivery throughout England and Wales on orders of £100 or more.

Unfortunately, we are unable to deliver to:
  • Remote areas of Scotland
  • Northern Ireland
  • Republic of Ireland
  • Offshore islands and the following postcode areas: BT, GY, HS, IM, IV, JE, PO30–PO41, ZE

For customers located in the Channel Islands, Isle of Wight, Isles of Scilly, Orkney Islands and Shetland Islands, delivery can be arranged to the nearest mainland port. Any onward transportation from the port will be the customer's responsibility.

Standard Delivery (Free)

We provide FREE doorstep delivery on all orders of £100 or more throughout England and Wales.

Standard deliveries are made to the main entrance of your property. For apartment buildings, deliveries will be completed to the ground-floor reception or concierge where applicable.

Room of Choice Delivery

Upgrade your delivery for £19.99 and our team will place your furniture in the room you choose.

This option is recommended for heavy or bulky furniture and is available for deliveries within England and Wales only.

White Glove Delivery

For customers who would like a completely stress-free experience, our White Glove service includes:

  • Delivery to your chosen room
  • Unpacking your furniture
  • Positioning items where required
  • Full furniture assembly where applicable

Please note that packaging removal and disposal are not included.

Availability for this service

  • Orders over £600
  • Selected furniture only
  • England & Wales only

The White Glove service is charged at 20% of the total order value.

Please note: White Glove deliveries may require an additional 7–10 working days to allow time for scheduling and installation.

Delivery Charges


  • Orders of £100 or more: FREE standard doorstep delivery throughout England & Wales.
  • Orders below £100: Delivery charges are calculated at checkout based on the items ordered and delivery location.

Next Day Delivery

Selected products qualify for our Next Day Delivery service.

Eligible orders of £100 or more, placed before 11:00am (Monday–Thursday), can usually be delivered within 24–48 hours, subject to stock availability.

Orders placed after 11:00am will be processed on the following working day. Orders placed between Friday and Sunday will be processed on Monday.

Deliveries to Scotland, the Highlands and other remote locations may require an additional 4–5 working days.

Many products marked Next Day Delivery are eligible for delivery within 24–48 hours of placing your order.

FREE Next Day doorstep delivery applies to qualifying orders of £100 or more within England and Wales.

Delivery Times

Estimated delivery times are displayed on each individual product page.

As a general guide:

  • Most in-stock products arrive within 14 working days.
  • Made-to-order or customised furniture generally requires 6–8 weeks, although some items may take longer.

If your order contains products with different delivery times, your order will normally be dispatched separately. Making sure each delivery time is met for the specific product ordered. 

While we make every effort to keep delivery estimates accurate, delays can occasionally occur due to supplier availability. Should this happen, we'll contact you as soon as possible.

Express Delivery

Selected furniture is also available with Express Delivery.

This service delivers eligible items within approximately 3–5 working days.

Availability depends on both the product and delivery postcode.

Express Delivery is not available for remote areas including parts of Scotland and the Highlands.

Delivery Scheduling

Once your order is ready for dispatch, our delivery team will contact you to arrange a suitable delivery date.

You'll receive:

  • A confirmed delivery day
  • A convenient 2-hour delivery window

Please note: not all deliveries will be given a 2 hour window depending on delivery workload on the delivery day confirmed - usually your 2 hour window will be given prior your delivery day, although sometimes can be given on the delivery day.

Delivery Day

Please ensure someone is available to receive the order.

Standard Delivery

  • Delivery is made to the main entrance only.
  • Assistance may be required for larger furniture if delivered by a single driver.

If assistance isn't available, we recommend upgrading to Room of Choice Delivery.

White Glove Delivery

Customers selecting White Glove Delivery will receive a complete installation service, including carrying furniture inside, unpacking, assembling and positioning items in the requested room.

Deliveries are carried out either by Adornment's delivery partners or trusted third-party couriers.

Where access is unsafe or unsuitable, delivery may need to be postponed and additional delivery charges could apply.

For upper-floor deliveries requiring Room of Choice or White Glove service, a suitable passenger lift must be available.

After Your Delivery

Please inspect your order carefully upon arrival.

We recommend that you:

  • Confirm you have received the correct items.
  • Check both the packaging and products for any visible damage.
  • Record any damage on the driver's delivery note before signing.

Noting damage at the time of delivery allows us to process replacement or damage claims with our suppliers and delivery partners more efficiently.

Need Assistance?


If you have any questions regarding your order, delivery or a product, our customer support team is here to help.

Telephone: 0333 430 500

Blue Light Card Discount 
We're proud to support NHS staff, emergency services, military, teachers, social care workers and other eligible key workers.

We offer 10% discount on all Full Price products.

How to receive your discount code: Upload and send a photo of your valid blue light card to our support team email below and receive a discount code once verified for your 10% discount to then be applied in the checkout.




 

Missed Infomation

If there is any questions you have for us that we haven't answered on this page please send us an email to chat to one of our support members and have them answered. 

Email: support@adornament.co.uk

Please Note: You should contact our support to have any quires answered if your not sure on our process or company policies before placing an order to avoid any interruption with your service with us.