Returns Policy

At Birdie Fortescue, we hope you love every piece you choose for your home. However, should something not be quite right, we're here to help.

Returns & Exchanges

We accept returns of full-price items within 28 days of delivery and sale items within 14 days of delivery, subject to your statutory rights.

Items must be unused, in a saleable condition and returned in their original packaging wherever possible.

To arrange a return, please visit our Returns Portal. Once approved, you'll receive instructions for returning your items within 14 days.

Return Postage

Customers are responsible for return postage unless an item is faulty or damaged. We recommend using a tracked service and retaining proof of postage, as items remain your responsibility during return transit, subject to your statutory rights.

Furniture & Large Items

Furniture, antiques and larger pieces delivered by our specialist delivery team must be collected rather than returned by post.

Please contact Customer Services on 01328 851651 to arrange collection. A charge equivalent to the original delivery fee will apply to standard returns.

Made to Order & Personalised Items

Our Made to Order furniture is handcrafted especially for you. Amendments can be requested within seven days of ordering.

Pieces made to your individual specifications, personalised items and bespoke paint are generally non-returnable unless faulty or damaged.

Where an exceptional Made to Order return is agreed, a 40% restocking fee may apply, alongside non-refundable delivery charges, where legally permitted.

Faulty or Damaged Items

Every piece is carefully prepared for delivery. Should anything arrive faulty or damaged, please contact us within 48 hours wherever possible, providing your order number and photographs.

We'll arrange an appropriate replacement, complimentary return or refund. Your statutory rights are unaffected by the 48-hour notification request.

Refunds

Refunds are usually processed within five working days of receiving your return and always within applicable statutory deadlines. Refunds are issued to the original payment method.

Returns outside our standard window may be considered for a credit note, at our discretion, up to three months after the return period closes.

Cancellations

Orders may be cancelled before dispatch by contacting our team.

For eligible online purchases, you have 14 days from delivery to notify us of cancellation, followed by a further 14 days to return the goods. Original standard delivery charges will be refunded where required by law.

International Returns

International customers are responsible for arranging and covering return postage unless the goods are faulty or applicable law requires otherwise. Trade customers should contact our Trade team directly.