Refund policy
Returns & Refunds Policy
If an Item Arrives Damaged
If your item arrives damaged we will gladly arrange a replacement for you, please follow the instructions below to organise this.
When your furniture is delivered to your address please check for any visible signs of damage to the packaging which could indicate damage to the product within.
Please double check you are happy with the external condition of the item before signing for it.
If the packaging appears to be damaged beyond a reasonable extent indicating the product will not be in satisfactory condition please refuse the delivery.
If you refuse delivery due to damaged packaging you must take photos of the damaged packaging before allowing the courier to take the item away.
You must notify us within 48 hours of rejection via email hello@flockandfig.com that you have refused delivery of the item and the reason for doing so along with your order number. You must attach the images of the damaged, packaged product which has been returned.
If you Discover Damage to the Item when Unpacking
If you discover damage to the item which cannot be rectified with a replacement part then we will gladly replace the item for you, please follow the instructions below to organise this.
You must email us hello@flockandfig.com within 48 hours of delivery attaching photographs of the damage for us to arrange collection and replacement of the damaged item.
You must keep and re-package the item in its original packaging ready for collection. The item must be packaged, sealed and suitable for transportation.
Please note that if the item is returned not in its original packaging, not in a condition fit for re-sale or damaged further than originally reported we may refuse to issue a refund.
If it is evident that the item is defective due to wilful damage, negligence or attempts to assemble products incorrectly then we may refuse to issue a refund.
If Replacement or Missing Parts are Required
Before contacting us about missing parts please check all of the packaging carefully and check what parts are required by consulting the assembly instructions provided.
If replacement or missing parts are required for assembly, you notify us by email within 48 hours hello@flockandfig.com of receiving the item. We will then be able to send your replacement or missing parts to you.
You must email photos of the carton contents showing what has been delivered clearly.
You must detail in your email:-
Your Order Number as stated on your confirmation email
6 digit PLU code of the product, to be found on the outer carton
Number/code of item(s) required for assembly
Quantity required
If replacement of a part is required and the item is present but damaged, you must include a photograph of the damaged item.
If any items required for assembly are missing or damaged you must not attempt to assemble the product.
You must not dispose of any packaging until you are satisfied you are in possession of all the necessary parts to assemble the product.
Exchanges
Unfortunately, we cannot facilitate exchanges unless your item is damaged. If you wish to exchange your item you will need to cancel your order and re-order the item you would prefer. Delivery charges will not be refunded.
If you Change your Mind
If you change your mind you are entitled to return your item. You must notify us via email hello@flockandfig.com within 14 calendar days of receiving your item. Photos of the item boxed up, ready to be returned, must be included in your email along with your order number.
You must keep and re-package the item in its original packaging ready for collection. The item must be sealed and suitable for transportation.
We will not accept the return of items that have been used and/or assembled. In these instances we will not issue a refund.
Once we have processed your request for a refund, we will be in touch to organise collection of the item. Please note there is a collection and re-stocking fee of £49.99 which will be deducted from your refund.
Please note, any delivery charges applied separately to the cost of the item at checkout will not be refunded.
Returns must be organised by Flock & Fig, we do not accept returns by any other delivery companies.
Once your return has been received and re-stocked, we will aim to issue your refund within 14 working days.