Refunds & Returns

We hope you love your Birdie Fortescue pieces, but we understand that sometimes things don't work out as expected. That's why we're happy to offer you 28 days from delivery to return anything that's not quite right.

If you decide something isn't for you, simply return it unused and in its original packaging, and we'll refund what you paid for the item.

If anything arrives faulty or damaged, let us know and we'll put it right with a free return, replacement or full refund.

Please note: personalised items, Fenwick & Tilbrook paint and Made to Order furniture are made especially for you, so different terms apply. Please read those sections below before ordering.

Furniture and large items

Furniture and pieces delivered by our own delivery team, including antiques, can't be sent back by post. They need to be collected by the same team that delivered them.

1. Call our Customer Services team on 01328 851651 within 28 days of delivery.
2. We'll arrange a collection date with you. Please have the item ready, and wrapped where possible.
3. The collection charge is the same as the original delivery charge and is deducted from your refund.

Made to Order furniture

Our Made to Order pieces are handcrafted in the UK especially for you, so they can't be returned for a refund. You can amend your order within 7 days of placing it.

If a return is absolutely unavoidable, we're happy to help: a 40% restocking fee is deducted to cover the cost of your custom-made piece, and delivery charges are non-refundable.

Personalised items and paint

Personalised items and Fenwick & Tilbrook paint are made to order and can't be returned unless they arrive faulty or damaged.

Faulty or damaged items

We wrap everything with great care, but if something arrives faulty or damaged:

1. Contact us within 48 hours of delivery on 01328 851651 or at info@birdiefortescue.co.uk.
2. Send photos of the item and its packaging, along with your order number.
3. We'll arrange a free return or collection, and a replacement or full refund, including your original delivery charge.

International orders

For international returns, customers are responsible for arranging and paying for the return of their items. For more information or assistance, please contact info@birdiefortescue.co.uk. Trade customers should contact our Trade team directly.

How to Return Your Items

Parcel orders

If your order arrived by courier, you can arrange a return within 28 days of delivery (14 days for sale items) by following these steps:

1. Start a return via our Returns Portal by entering your order number and email address or postcode.
2. Select the items you'd like to return and tell us why. Once approved, we'll email you the returns address and instructions.
3. Repack your items carefully in their original packaging and send them back within 14 days of approval. We recommend a tracked service and keeping your proof of postage.

Refunds

Once your return reaches our warehouse, we'll check it's in its original, unused condition and email you to confirm. We aim to process refunds within 5 working days, and always within 14 days of receiving your return. Refunds go back to your original payment method.

• Refunds for gifts can only be made to the original purchaser.
• Items returned used or damaged may receive a reduced refund or be sent back to you.
• Your original delivery charge is refunded if you return your whole order, or if the item is faulty.
• Returns received after 28 days may be offered a credit note at our discretion, for up to three months after the return window closes.

Cancelling an order

You can cancel your order any time before it's dispatched by emailing info@birdiefortescue.co.uk or calling 01328 851651. 

After delivery, you have 14 days to tell us you'd like to cancel, and a further 14 days to send the items back. This doesn't apply to Made to Order or personalised items. Your statutory rights are not affected.