Report a Fault
Report a Fault
We’re here to ensure your order arrives in perfect condition.
At Downton Home, we pride ourselves on delivering exceptional quality and craftsmanship across our entire collection.
Every item is carefully checked before dispatch, however, in the rare event that something arrives damaged or incomplete, please follow the steps below to ensure we can resolve the issue as swiftly as possible.
Report Delivery Damage and Product Faults
To help us investigate promptly, please check the goods as soon as reasonably possible after delivery or collection, ideally within 48 hours for visible transit damage. We recommend checking that you received the correct items, that glass and other fragile components are intact, and that all parts, screws and fittings are present. Where practical, photograph the item and outer packaging.
The 48-hour period is a recommendation, not a deadline that removes statutory consumer rights. Faults, damage and missing items may be reported after that time. We will handle your claim in accordance with the Consumer Rights Act 2015 and any other applicable law.
Packaging and Supporting Information
We recommend keeping the original packaging where available until the initial inspection is complete, particularly for large or fragile furniture. However, the absence of original packaging does not prevent you from reporting a fault, requesting a statutory remedy or exercising an eligible cancellation right. When returning goods, please use suitable protective packaging.
Faults Discovered Later
Some defects may not be apparent on initial delivery. Contact us as soon as you become aware of a problem, even if more than 48 hours or 14 days have passed. The applicable legal remedy depends on the nature of the fault and when it arose. We may request reasonable evidence or arrange an inspection to investigate your report.
If You Are Renovating or Moving Home
If you are moving home, renovating or planning to store furniture before use, we strongly recommend opening and inspecting items soon after delivery and storing them securely in a dry location. Delaying inspection can make it harder to establish the cause of later damage, but it does not automatically invalidate a statutory claim.
How to Report a Fault
Please complete the returns or fault-report form on this page, email hello@downtonhome.com, or call 020 3051 9233. Include your order number, a description of the issue and photographs if available. We aim to respond to enquiries promptly during our Monday–Friday customer-service hours. If you report a fault by phone, we may ask you to send follow-up details by email to help us investigate.
Your statutory rights remain unaffected by our recommended reporting and packaging procedures.
Helpful Information
Please complete the fault form above, specifying which component(s) are missing. Our team will arrange a replacement part where possible.
Our Outlet Collection features a range of products, the majority of which are brand new and may have simply had the box opened. Some of the items may have minor cosmetic imperfections such as a mark or slight scratch.
All Outlet items have been thoroughly quality-checked to ensure that any potential flaws don’t compromise functionality or beauty. Any opening or moving mechanisms are checked to ensure perfect working order.
Please note: Outlet products may be excluded from specific discount codes as advertised. Where goods have a disclosed cosmetic imperfection, that characteristic forms part of the description; all other applicable rights remain. Eligible consumers retain statutory change-of-mind cancellation rights for outlet purchases, together with their rights where goods are faulty or not as described.
Submit the form with photos showing the fault clearly, and we’ll review your case promptly.
You must report any damages or missing parts within 48 hours of receiving delivery.
Minor variations in fabric weave or texture can occur and are considered part of the natural character of luxury textiles. For visible defects, please report within 48 hours.
All ex-display products are sold as seen and may show minor cosmetic imperfections. Only significant structural faults will be assessed for exchange.
Where available, we can provide replacement glass or small fittings for lighting and furniture pieces. Please include full product details and photographs.
Contact Our Team
If you have any questions about this process, please contact our Customer Service Team:
hello@downtonhome.com
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