We’re here to ensure your order arrives in perfect condition.
At Downton Home Furnishings, 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.
To help us assist you efficiently, please check all goods thoroughly within 48 hours of delivery or collection.
During this time, please confirm the following:
If any issues are identified, please complete the form below and email supporting photographs to support@downtonhome.com within 48 hours of receipt.
Unfortunately, we cannot accept reports of damages, faults, or missing items beyond this timeframe.
Please retain all original packaging, including boxes, internal padding, and protective materials.
Should an exchange or collection be necessary, the item must be returned in its original, undamaged packaging to ensure it arrives back to us safely.
We are unable to accept returns where packaging has been damaged or discarded.
We must be notified of any damages, faults, or missing parts within 48 hours of delivery to your address or chosen collection point.
After this period, Downton Home Furnishings cannot be held responsible for any defects or shortages reported outside the stated timeframe.
This policy ensures that any courier or supplier-related damage can be promptly investigated and resolved.
If you’re currently moving, renovating, or not planning to unpack your order immediately, we strongly recommend opening and checking all items upon arrival.
Downton Home Furnishings cannot be liable for damages, breakages, or shortages reported after the 48-hour window, even if your item remains unopened in storage.
We also advise storing your products in a safe, dry, and secure location to prevent accidental damage before installation or use.
This timeframe is clearly stated:
Please complete the form below to log your report.
Once submitted, email clear supporting photographs (showing the fault, packaging, and product label if applicable) to
support@downtonhome.com including your order number in the subject line.
We cannot accept fault reports by telephone or social media.
Once received, our Customer Service Team will respond within 48 working hours (Monday–Friday) with the next steps.
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 are excluded from all discount codes, and returns are only accepted if the product is deemed not fit for purpose.
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.
If you have any questions about this process, please contact our Customer Service Team:
support@downtonhome.com
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