Frequently Asked Questions

All deliveries outside the UK may incur customs charges, including VAT and/or import duty, plus local handling charges payable on delivery.

These charges are payable locally by the customer; they vary by country and carrier. We advise you should enquire for more information prior to ordering. These additional import charges are levied by the government in the country of import and are not included in the delivery charges shown on the twentytwentyone website or in the delivery costs charged in the basket as part of the sale.

Goods may not be rejected on import and returned due to these charges. Failure to settle the charges locally may result in the goods being returned, and if so, any costs incurred by twentytwentyone will be deducted from any refund monies due.

Apologies for any inconvenience caused.

Established in 1996, twentytwentyone has sought to communicate our belief that design enriches life.

We strive to endorse good design with longevity and integrity as a sustainable choice.

With over twenty years’ experience, we aim to provide high-quality advice and service at a competitive price and further provide a price match guarantee.

If you prefer to shop with us but have received an offer from another retailer which is lower than ours we will match the offer.*

Please provide an active link or quotation and we will adjust pricing accordingly as long as the item is the same specification and conditions of sale.

*Exceptions may apply - if the quote is from a business not based in the UK, on a marketplace site such as eBay, part of a clearance, end of line or ex-display sale or is erroneously priced.

For further information, please contact us. 

If your order has not been processed or dispatched it may be possible to cancel it by emailing orders@twentytwentyone.com or calling 0207 837 1900.

If you would like to add products to your order, please place a new order for these items.

If you needed to change your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 0207 837 1900 between 9.30am and 5.30pm from Monday to Saturday. Please be ready to quote your order reference and order date.

If your order has already been dispatched or delivered, you will need to follow our returns procedure in the event of any unwanted products.

There are some products which we cannot cancel, refund or exchange, including made-to-order items. Please see below for more details.

To find out about information on your past orders please sign into your account.

Scroll down to the Orders section and click on view previous orders.

If your order hasn't arrived, or arrives incomplete, please sign into your account to view your order online.
If your order has been dispatched but hasn't arrived within the expected time period, please send an email, or call us on 0207 837 1900 between 9.30am and 5.30pm from Monday to Saturday.

If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and may arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us.

If your order arrives and the goods are damaged, follow our Returns procedure below.

Returns can be made through either of these options:
1. Returns via Royal Mail or courier
Download a Return note and fill out your reason(s) for return on the back of this note.
Enclose the Return note with the product, and package up securely in the packaging and manner the item arrived in. 
Returns are at customers' own expense. We advise you use an insured, signed for service.
If your item(s) requires collection, for example large or heavy items over 20kg, or if you have any other queries, call us on 0207 837 1900.

2. Returns via a twentytwentyone shop or showroom
Simply take the delivery note or a print-out of your order confirmation and the product you wish to return or exchange to our shop or showroom, and tell the sales assistant you bought it online.

Please note: we will credit the card you used when originally purchasing the item.

Shop 274 Upper Street London N1 2UA
+44(0)207 288 1996; Monday-Saturday 10am - 6pm, Sunday 11am - 5pm

Showroom 18c River Street London EC1R 1XN
+44(0)207 837 1900; Monday-Saturday 9.30am - 5.30pm

For International returns, please contact us here.

Please see below for full details of our refund policy.

If you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products listed below.
All accurately returned products will be credited to the original purchaser’s credit or debit card excluding delivery costs. 

Condition of returns

The product you return must be in new, unused, condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or any wear on the tags. We will not accept any item with any indication that it was used.

Unless faulty or not as described, we cannot refund or offer an exchange on:

- Personalised or made-to-order products. These are items which have a delivery time of more than 3-5 working days, where we have emailed you to confirm that we are placing an order with the supplier or where a specific, fabric, size or finish has been selected.

Before you order large pieces of furniture please check the dimensions of the delivery address for access (including doors, corridors and stairs) as well as the area of intended use. This is to ensure that the product is the right size for your needs and to enable us to deliver your order successfully. In some instances access checks can be provided by our delivery company at an additional cost prior to order.

If you’re buying a new electrical item, we will recycle your old one for free.

Why recycle?

Unwanted electrical equipment is the UK's fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment.  If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We can help!

We are pleased to offer our customers the chance to recycle their old electrical items. You may send them by post or bring them to our shop or showroom.

Shop 274 Upper Street London N1 2UA
+44(0)207 288 1996; Monday-Saturday 10am - 6pm, Sunday 11am - 5pm

Showroom 18c River Street London EC1R 1XN
+44(0)207 837 1900; Monday-Saturday 9.30am - 5.30pm

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. Those establishing their own take-back scheme must as a minimum offer all customers buying new electrical equipment free take back of their old electricals on a like-for-like basis.

Find more information on WEEE recycling, and locate your local recycling centre, at www.recyclenow.com.