Returns & Refunds

We want you to be pleased with your purchase. If for any reason you are unhappy with your product, and would like a refund (instore credit) or exchange then please return it to us within14 days of receipt in an unused condition. Please see below for full terms and conditions.

Faulty or Damaged Items

In the unlikely event that your order arrives faulty or damaged, please contact us immediately by phone or email and we will be happy to arrange for a replacement.

Incomplete Orders

In the event that your order is incomplete please contact us immediately.
Please contact us immediately on.
Phone: 0121 663 1266
Email: orders@sestraliving.co.uk

Unless you have accepted the option of receiving 2 separate deliveries for your order. For example (items in an order that are out of stock)

Exchanges

We are happy to exchange most items but there are some exceptions that cannot be returned unless they are faulty. These products include our made to order furniture and sofas.

Incorrect item purchases

In the event that, an order is placed, and it is incorrect – we are able to rectify to the correct item if advised immediately via e-mail or phone call.

If you have made an order and not checked the order confirmation and you receive the item that matches your order confirmation, you will be responsible for carrier fees, and will be offered an exchange only.

Returning a Product Using Royal Mail

On the back of your delivery note you will find a returns label, you will need to include your Invoice Number on this label and stick the label on the box you are returning. Once this is complete you may then take the box to the post office and pay the required returns amount. We request that returned products are well protected and packed for posting and we always advise obtaining proof of postage using a 2nd class service.

Returning a Large Item

Unwanted large items can be returned by using our courier collection service. The cost of this service is £30 per item. Please contact us on 0121 663 1266 for more details of how to arrange this service. Please note that this service cannot be used to return items of furniture.

Returning a Piece of Furniture

To organise the return of a furniture item please contact us on 0121 663 1266. Please note that the cost of returning the item will be quoted to you by our Customer Care team. The cost of returning furniture items depends on the location, weight and size of the item. The costs of returning these items is:

 Product Weight/Size Cost (Inc VAT)
Up to 10kg £21.00
Up to 0.3cbm £30.00
Up to 1cbm £42.00
Up to 1.5cbm £63.00
Up to 2cbm £72.00
Up to 2.5cbm £102.00
Up to 3cbm £132.00


Made to Order Furniture & Sofas

We are not able to offer returns on made to order furniture and sofas.

Reporting Damage or a Fault

We take great care throughout the production and delivery of your order. From time to time some issues may occur. Should this be the case please contact our Customer Care team immediately so that we can help to resolve the issue. For efficiency please provide your order number and any other information to assist us in resolving the matter promptly.

Your correspondence should always include images of the faults and defects to assist in the process of aiming to rectify the issue as soon as possible.

Conditions of Returns

Products returned to us must be in a resalable condition.

Products should be unused, returned in their original packaging with all labels attached.

We have the right to refuse items where the labels and safety tags have been removed.

Where we receive items that are not in a satisfactory condition, we reserve the right to make deductions to the credit amount offered and issue reasons for the deduction.

With the exception of faulty or damaged items Sestra Living is not responsible for the cost of returning products.
We always advise that you obtain a certificate of postage when returning an item.

Please allow up to 5 working days from receipt of your return for your credit to be processed.

Please see full terms and conditions here.

There are a number of ways that products can be returned to us. If you are returning a product, please make sure that you complete the returns form (inside your delivery note) and place it inside the box you are returning.

Refunds

Refunds on faulty/damaged items are given as credits to be used in our store or an exchange.

We ONLY offer credit to original method of payment refunds when the order is cancelled within 24 hours of receiving the order confirmation.