We hope you are delighted with your purchase.  If for any reason you are not entirely happy with it or you have simply changed your mind, you can return unused/unopened and all original packaged order within 14 days of receipt. To start your return process, please follow the link below:

Return Portal

As soon as we receive your request, we will review and advise of the returns process, working to get things resolved for you as quickly as possible.

Please note that you (the customer) are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Returns can take up to 10 days to be processed, especially during busy periods.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one cost, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Regretfully we do not offer refunds for return of large furniture (such as Oliver Furniture and Mustard made Lockers), unless the item is deemed by the manufacturer as faulty/damaged. We reserve the right to offer a replacement for damaged parts, where this is not accepted we are not able to cover the cost of return shipping, furthermore all original packaging must be in place and the item in a condition that it can be sold again.

In addition to the above, any claims for damage, missing or faulty orders must be made within 5 days from the date of receipt of your order, in the case of a delay we can at our discretion agree to either offer store credit or partial refunds.

Any returns must be unassembled & unused in their original condition (including the packaging). We do not offer refunds for delivery costs of the original item, unless the item is deemed faulty/damaged and a replacement cannot be offered.

We sell ex-display, seconds and also new items at a discount in our Outlet category. If they are not perfect products, they are labelled as Ex-Display or Odd Bump with any damages noted. If you are purchasing online, we suggest you request photos of the item to help inform you before making a purchase. Items are ‘sold as seen’ and are non-returnable as long as they are delivered and accepted in the same condition as stated on our website and in photographs.

We will always do our best to offer the best service. If you have any questions about our returns process, please speak to us at team@istome.co.uk or complete your details on chat app.