At Millie & Jones, your satisfaction is our top priority. We understand that buying large furniture online can feel like a big commitment, and we’re here to make sure you feel confident and supported every step of the way.

We do everything possible to keep you informed, including:

  • Sending an order confirmation email with your chosen delivery details

  • Providing delivery date selection at checkout (for eligible items)

  • Issuing a 3-hour delivery time slot the day before (or, in rarer cases, the morning of delivery)

Please note: when purchasing heavy and bulky furniture, deliveries and returns are very different from smaller online items. If a delivery fails because no one is available at the confirmed address, or the delivery is refused without a valid reason, we incur significant costs - often £80–£90 per attempt. Unfortunately, we have to reserve the right to charge a redelivery or return fee in these cases.

📌 Please make sure someone is available to accept delivery at the agreed time.

Right to Cancel & Return

Cancelling Before Delivery

You can cancel your order any time before it has been dispatched by emailing us at:
📧 support@millieandjones.co.uk

We will process your cancellation promptly and confirm by email.

Cancelling or Returning After Delivery (Change of Mind)

You have the right to cancel your order within 14 days of receiving it — without providing a reason — as long as:

✅ The item remains unused and unassembled
✅ It is in its original packaging and in as-new condition

The 14-day cancellation period starts from the day you (or someone authorised by you, excluding the courier) receives the goods.

To cancel, simply email support@millieandjones.co.uk within this period.
After cancelling, you then have a further 14 days to return the item to us.

📌 Assembled items are not eligible for change-of-mind returns.

Returns Procedure

To request a return, email support@millieandjones.co.uk with:

  • Full name

  • Order reference number

  • Address and contact number

  • Date of purchase and date received

  • Details of the item(s) you wish to return

We’ll confirm your request within 48 working hours.

Once approved, we will:

  • Provide return instructions

  • Confirm any applicable collection/return fees

  • Arrange a courier collection date (if requested)

After the return is received and inspected, we’ll confirm your refund eligibility.
If approved, refunds are processed within 2–5 working days (depending on payment method).

Return Conditions

To qualify for a refund, the item must be:

✅ Unused and unassembled
✅ In the original packaging
✅ In as-new condition, with all components included

If items are returned assembled, marked, scratched, damaged beyond normal inspection, or without original packaging, we reserve the right to refuse the return or deduct an amount for diminished value.

Mattresses & Pillows – Hygiene Restrictions

For hygiene and safety reasons:

🚫 We cannot accept returns on mattresses or pillows that have been removed from sealed protective packaging, unless faulty.

For rolled mattresses:

✅ If the mattress has been unrolled but remains sealed inside its inner plastic wrapping, it can be returned.

This helps ensure compliance with UK hygiene and safety expectations.

Made-to-Order or Custom Items

🚫 Custom or made-to-order furniture cannot be returned or cancelled once production has begun, unless the item is faulty or not as described.

Damaged, Missing Parts or Faulty Items

We take product quality seriously and we’ll always put things right if something isn’t as it should be.

Check Your Order as Soon as Possible

Please inspect all packaging, parts and components as soon as you can after delivery. If anything is missing, damaged or incorrect, contact us promptly so we can resolve it quickly.

📧 support@millieandjones.co.uk
📞 020 8264 0042

30-Day Right to Reject (Faulty Items Only)

Under the Consumer Rights Act 2015, if your item is faulty, not as described, or not fit for purpose, you may have the right to reject it within 30 days of delivery.

However, where a fault can be resolved quickly and reasonably, the fastest outcome is often a repair or replacement part.

How We Resolve Faults (Fastest Options First)

If a fault is reported, we may arrange one of the following:

✅ Replacement parts (e.g. panels, fixings, slats, ladders)
✅ A repair or part swap, where appropriate
✅ A replacement product, if parts/repair won’t resolve the issue
✅ A refund, where a fault is confirmed and a repair/replacement isn’t possible or proportionate

We’ll always aim to provide the quickest, fairest solution and keep you updated throughout.

What We Need From You

To help us resolve this quickly, please provide:

  • Your order number

  • A short description of the issue

  • Clear photos/videos showing the fault or damage

📌 Please keep all packaging and the product/parts until the claim has been assessed, as these may be needed to complete the resolution.

Important Notes

  • Assembled items are not eligible for change-of-mind returns, but they are still covered if a manufacturing fault is confirmed.

  • Where possible, we may supply replacement parts rather than arranging a full return, as this is often the quickest solution.

  • Where an issue is cosmetic or relates to assembly, we may offer replacement parts or guidance rather than a full return.

  • If an inspection is required by the manufacturer, you must allow reasonable access for assessment. Failure to permit inspection may affect the outcome of the claim.

After 30 Days

After the first 30 days, confirmed faults are handled in line with the manufacturer’s guarantee. We’ll liaise with the manufacturer on your behalf to arrange repair, replacement parts or further assessment where required.

Returning Items & Collection Fees

If you change your mind (non-faulty return), you are responsible for returning the item at your own cost.

If you’d like us to arrange a courier collection, a collection charge will apply based on the item type and your location (usually £54–£90). We will confirm this cost before proceeding.

Please note: missed or refused deliveries without valid reason will also incur a redelivery charge, as heavy furniture deliveries are costly and non-refundable to us.

Limitations of Liability

Millie & Jones cannot accept responsibility for any external costs such as:

  • Missed work days due to delivery delays

  • Independent assembly services booked by you

  • Additional contractor or fitting appointments

We always recommend waiting until your full order has arrived and been checked before booking any external services.

Refund Processing

Refunds will include the cost of the goods and standard delivery fees (excluding upgraded delivery options).

We may deduct an amount to reflect any loss in value caused by handling beyond normal inspection, missing components, or missing packaging.

Refunds are processed within:

  • 14 days of receiving the returned goods in acceptable condition, or

  • 14 days of receiving proof of return shipment, or

  • 14 days after you notify us of cancellation (if goods were not delivered)

Refunds are made to the original payment method unless otherwise agreed.

Tracking Your Return

For return or refund updates, email support@millieandjones.co.uk with:

  • Full name

  • Order number

  • Contact details

We aim to respond within 24 hours (Mon–Fri).

Final Notes

We genuinely appreciate every customer who chooses to shop with our small family business. We strive to provide high-quality, sustainable products and a personal, transparent service — while keeping our policies fair and realistic in the context of large furniture logistics.

Thank you for your understanding and for helping us keep things running smoothly.

📧 support@millieandjones.co.uk
📞 020 8264 0042