Returns desk

Start a return

Changed your mind, or something arrived wrong? Here is exactly what happens, step by step. The full terms — including hygiene exclusions, membership cancellations and your statutory rights — are set out in our Refund & Return Policy, which is the binding version.

1. 01

   Check the window

   Unused, unopened and resalable items can go back within 30 days of delivery. Resident and Homeowner members have 60 days. Opened bedding, towels and bath mats are excluded on hygiene grounds unless faulty.

2. 02

   Email us your order number

   Send your order number and the items you want to return. If something arrived faulty, damaged or not as described, add a photo — we cover return shipping on those.

3. 03

   Get return instructions

   We confirm eligibility and send return instructions by email. Pack the items securely in resalable condition with any original packaging.

4. 04

   Refund to your card

   Once the return arrives and is checked, refunds are processed within 5–10 business days in USD to your original Stripe payment method.

Delivery times and carriers are covered in our Shipping & Delivery Policy. For anything else, see Support.