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Help & Advice
Getting help with a return, refund or problem
Find the right next step if you need to change your order, arrange a return or report a problem with your purchase.
How do I request a return?
Email customerservices@theplaceforhomesltd.co.uk with your order number, the item you would like to return and the reason. Our team will explain the return options and any applicable collection charges.
Return eligibility depends on the item, how it was bought and the reason for return. Please read the Returns & Refunds Policy before arranging a return.
Can I cancel a made-to-order or customised item?
Contact us as soon as possible with your order number. We will check what has been ordered, whether production has started and which options apply.
Different conditions apply to bespoke and customised products. Please read our Returns & Refunds Policy and Terms & Conditions for full details.
How do I report a faulty or damaged item?
Contact customer services with your order number, a description of the problem and clear photographs or a short video. Include photographs of the packaging if the problem was noticed on delivery.
We will review the information and explain the next steps. Please see the Returns & Refunds Policy for details. Your statutory rights are unaffected.
Who pays the cost of returning an item?
The arrangements depend on why the item is being returned. For a non-faulty return, you may be responsible for return or collection costs.
Contact us before sending anything back so we can confirm the process and any charges. Full details are in our Returns & Refunds Policy.
How can I check the progress of my refund?
Contact us with your order number and the date your return or refund was agreed. Our team can confirm the status and explain the next steps.
Refunds are issued to the original payment method. See our Returns & Refunds Policy for the full refund process.
What should I keep if I need to return an item?
Keep the original packaging where possible, together with instructions, fittings and accessories. Take care of the item and pack it securely for transport.
Contact us before arranging a collection or returning goods, and read the Returns & Refunds Policy for the conditions that apply to your item.
If you cannot find what you need, contact our team and we will be happy to help.
Still need a hand?
Our friendly team can help with products, orders and aftercare.