Refund policy
Return of Goods Policy
Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 14 working days of delivery, except for the products described below referred to as made-to-order. Returns are at customers' own expenses. We advise you use an insured, signed for service.
All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days. The product you return must be in new, unused, condition with all the original packaging and product tags still attached. We are unable to accept any item with any indication that it was used.
Damaged / Faulty Items
We make every effort to deliver your items to you in perfect condition. It is essential that you check your delivery as soon as it is received. If there is a problem with your order please contact orders@twentytwentyone.com within two days of receipt so that we can resolve the issue for you promptly.
We cannot refund or exchange made-to-order products.
Due to the bespoke nature of the products we supply and the diverse choice of finishes, materials and options available goods are often made-to-order by the manufacturers we work with and imported from overseas. Therefore it is not possible to return these items.
We will contact you via email to confirm your order details are completely correct before we place the order with the supplier. The item will be noted as made-to-order if it is non-returnable on the sales order. You have 2 days to amend your order from receipt of this confirmation email.
Please only order if you are sure that the item and finish are right for your needs as you may not be able to change the order after the item has been entered into production. Following delivery, made-to-order goods are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.
In relation to Customer’s Own Material (COM) or Customer’s Own Leather (COL) orders, twentytwentyone is not responsible for the technical characteristics, quality of materials, durability or aesthetic results of the product. COM/COL production will affect or limit manufacturer warranty.
Made-to-order goods include furniture and lighting items whereby you select a fabric, colour, material finish or size at the point of order.
Vintage and ex-display sale goods are sold as seen and non-returnable. We, therefore, recommend goods are viewed prior to purchase.
Earrings We do not offer refunds or exchanges on any pierced jewellery due to hygiene reasons unless the item is faulty.
International Returns
Prior to dispatch, we double-check all of our products to be sent overseas to ensure that they are in perfect condition, however, we are aware that occasionally things can go wrong in transit.
We will always stand by our products and if they are damaged in transit or faulty we will repair/replace them; however, you must cover the cost of returning the faulty product to us. We currently only have a UK office and we simply cannot offer the same level of after-sales service to non-UK customers as we can to our UK customers so please consider this before ordering.
