At FINZ Furniture, we take the same pride in our customer service as we do in crafting our premium furniture collections. Should your purchase not meet your expectations, our straightforward returns process ensures your complete satisfaction.

Our Returns Promise

We offer a 15-day returns policy from the date of delivery for most items, excluding certain products (see below). All returns must be in original, unused condition with all packaging intact.

Returns Process

  1. Initiate Your Return: Email our customer service team at [email protected] within 15 days of receiving your order, using the template provided below.
  2. Approval: We’ll respond within 2 business days with return authorization and instructions.
  3. Packaging: Carefully repackage the item in its original packaging, including all protective materials.
  4. Shipping: For exchanges or refunds, ship the item back using a tracked service. We recommend using the same carrier as your original delivery (DHL/FedEx for standard shipping, EMS for free shipping).
  5. Confirmation: Once received and inspected, we’ll process your exchange or refund within 3 business days.

Return Request Template

Subject: Return Request – Order #[Your Order Number] Dear FINZ Furniture Customer Service, I would like to request a return/exchange for the following item(s) from my order #[Your Order Number]: Product Name: [e.g., Albany Armchair in Bouclé Fabric] Reason for Return: [Please specify: Wrong Item/Defective/Change of Mind] Preferred Resolution: [Refund/Exchange for [Product Name]] I confirm the item(s) are in original condition with all packaging intact. Kind regards, [Your Full Name] [Your Contact Number]

Refund Information

Refunds will be processed within 5-7 business days after we receive and inspect your return:

  • Original Payment Method: Credit/debit card or PayPal refunds will be issued to the original payment method
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error
  • Return Shipping: Customers are responsible for return shipping costs unless the item is faulty

Exchange Information

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • Price differences will be charged/refunded as applicable
  • Exchanges are subject to product availability

Non-Returnable Items

To maintain quality standards, the following items cannot be returned unless faulty:

  • Made-to-order furniture (including custom upholstery items)
  • Seasonal items (Christmas trees after December 20th)
  • Clearance or final sale items
  • Products without original packaging

Our Albany collection and Bouclé fabric items require special care – please ensure these are returned in perfect condition with all protective covers intact.

Damaged or Incorrect Items

If your item arrives damaged or incorrect:

  1. Contact us immediately at [email protected] with photos of the issue
  2. We’ll arrange for collection and replacement at no cost to you
  3. For urgent replacements, we may ship a new item before receiving the return

Our Commitment to Quality

Every FINZ Furniture piece is crafted with meticulous attention to detail. Should your item not meet our exacting standards, we’ll make it right. Our customer service team is available to assist with any concerns about your armchairs, sofas, or bedroom furniture.

Contact us at [email protected] or +44 (0)20 7946 0958 (Mon-Fri, 9am-5pm GMT).