Orders & Returns

Order confirmation

We can only accept your order once authorisation on your card has been obtained. You will then receive an order confirmation from us to the e-mail address you supplied.

Order progress

For large furniture deliveries, you will be contacted within 7 days, once stock is available to offer you a delivery date. Your items will be prepared for dispatch the day before your agreed delivery date and you will receive a call to confirm your delivery time slot.

For all other deliveries we do not book delivery dates, but you will receive an email from us the day before your order is due to be delivered.

See 'Delivery service' for more information on delivery arrangements.

If you want to check the progress of your order just email our dedicated Customer Service team or call them on 0845 609 1234. They will be happy to keep you up-to-date.

Changing your order

You can cancel or change your order any time before delivery by calling our dedicated Customer Service team on 0845 609 1234. If your delivery has already been scheduled you can still make changes but we hope you understand that this means we may not be able to keep to the original scheduled delivery date.

Returns procedure

We have a passion for our products, but we understand that sometimes for all sorts of reasons, you may feel you want to return or exchange an item. We will always refund the full amount or exchange a product, provided these guidelines have been followed.

For obvious reasons we ask that all goods, both furniture and accessories, are returned in pristine condition, unused and in the original packaging. Unfortunately, if goods are returned without the box or wrapping they came in, we reserve the right to deduct 20% of the value from your refund.

Please ensure you return any unwanted goods within 28 days.

For hygiene reasons we cannot offer a refund or exchanges on earrings unless faulty.

Your statutory rights are unaffected.

Furniture and accessories are dealt with in different ways and we thank you for taking the trouble to read through this page so we can ensure you receive your refund as quickly as possible. In each case please ensure that you have completed the Returns Form provided with your parcel.

Accessories
These can be returned in three different ways for your convenience.

You can post any item via Royal Mail to: Fulfillment Department (Returns), The Pier Retail Limited, 170 Milton Park, Abingdon, OX14 4SE. Please ensure full postage is paid or we reserve the right to deduct this from your refund.

Take the item back to your nearest Pier store within 28 days. They will contact us on your behalf and we will refund you as soon as possible.

Phone us and we will arrange to collect from you (subject to a £10.00 collection fee).

Furniture

Please contact us within 7 days of receiving your item of furniture to tell us you want to return it so that we can organise collection.

In all cases, refunds will only be processed once the items have been collected or received. A refund of the original delivery charge will only be given if the product is damaged, faulty or not as described.

Please see our 'Refund policy' below.

Refund policy

We have a passion for our products, but we understand that sometimes for all sorts of reasons, you may feel you want to return or exchange an item. We will always refund the full amount or exchange a product, provided these guidelines have been followed.

For obvious reasons we ask that all goods, both furniture and accessories, are returned in pristine condition, unused and in the original packaging. Unfortunately, if goods are returned without the box or wrapping they came in, we reserve the right to deduct 20% of the value from your refund.

Please ensure you return any unwanted goods within 28 days.

For hygiene reasons we cannot offer a refund or exchanges on earrings unless faulty.

Your statutory rights are unaffected.

Where a product is damaged, faulty or not as described, we will refund your original delivery charge. Where goods are unwanted we reserve the right to charge £10 to collect small furniture and accessories and £50 to collect large furniture.

Refunds and exchanges will only be processed once items have been collected or received.

Please see our 'Returns procedure' above.