Returns & Cancellations Policy

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’re 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.

However, please note that 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 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 the 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

You have the right to cancel your order within 14 days of receiving it - without providing any reason, as long as:
✅ The item remains 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) receive the goods.

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

Returns Procedure

  1. Email support@millieandjones.co.uk with the following:

    • Full name

    • Order reference number

    • Address and contact number

    • Date of purchase and date received

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

  2. You’ll receive confirmation within 48 working hours.

  3. Once approved, we’ll provide return instructions and confirm any applicable collection or return fees.

  4. If a courier collection is arranged, we’ll contact you to confirm a suitable date.

  5. After inspection of the returned goods, we’ll confirm your refund eligibility.

  6. 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, unassembled, and in its original packaging.
✅ The product must not be marked, scratched, or damaged beyond necessary inspection.
✅ All original components and packaging must be included.

If items are returned assembled or without packaging, we reserve the right to refuse the return or deduct 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 their sealed protective packaging, unless faulty.

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

This ensures compliance with strict UK Health & Safety regulations.

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 or Faulty Items

30-Day Right to Reject

If your product arrives faulty, damaged, or not as described, you have 30 days from delivery to request a replacement or full refund.

Warranty Process

After 30 days, we’ll liaise with the manufacturer to arrange an inspection, repair, or replacement under warranty.
In some cases, the manufacturer may need to inspect the product before confirming a resolution.
Failure to permit inspection may void the return.

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 or missing packaging.

Refunds are processed within:

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

  • 14 days of receiving proof of return shipment, or

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

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

Tracking Your Return

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

  • 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.

📧 Email: support@millieandjones.co.uk

📞 Call: 020 8264 0042