Shipping + Returns
DELIVERY & RETURNS
Thank you for your order and continued support of our small business
We hope you are very happy with your products, but if anything is not quite right, our studio team is here to assist.
Nothing in this policy affects your statutory rights.
Delivery Dispatch Times
Online retail orders are dispatched within 3–5 working days.
During particularly busy periods, including seasonal launches and sale events, dispatch times may vary slightly. If there is any significant delay, we will contact you directly.
For Bespoke, Made-to-Order pieces and cut fabric, we will confirm your order personally and provide an estimated lead time. You will be contacted again once your piece is ready for delivery.
Delivery times provided are estimates and are not guaranteed.
UK Delivery
£3.95 flat rate
Free Shipping on orders over £100
Our appointed couriers require a full street address and are generally unable to deliver to PO boxes.
Risk in the goods passes to you upon delivery to the address provided at checkout.
International Delivery
We are pleased to ship worldwide.
Shipping charges are calculated according to parcel size and destination and are shown at checkout.
We aim to ship all orders on a DDP (Delivery Duty Paid) basis. This means duties and taxes are included in your order total and no additional customs charges should be payable upon delivery.
In rare circumstances — such as changes in international import regulations or courier limitations — we may contact you to discuss alternative arrangements prior to dispatch.
Once your order has been dispatched, tracking details will be provided via email and text if this service is offered by the local courier.
Your Right to Cancel (UK Online Orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your online order within 14 days of receiving your goods, without giving a reason.
A charge of £3.95 will be deducted from your refund for the cost of return.
To return, please follow the link to the Royal Mail Click and Drop return portal where you are able to arrange the return of your goods:
CLICK HERE | Royal Mail Click and Drop Returns
You must return the goods within 14 days of receiving your order.
Refunds will be issued within 14 days of receiving the returned goods (or receiving evidence that they have been sent), using the original payment method minus the return fee.
We may make a deduction from the refund for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Change of Mind Returns
Cushions, Throws, Towels, Bed Linen & Accessories
We are pleased to accept returns of full-price and sale items within 14 days of receipt.
Items must be:
- Unused
- In perfect, resalable condition
- Returned in original packaging (or suitable protective packaging)
A charge of £3.95 will be deducted from your refund for the cost of return. unless the item is faulty.
For hygiene reasons, we are unable to accept returns of bed linen that has been opened or unsealed after delivery, unless the item is faulty. This does not affect your statutory rights in relation to faulty goods.
To return, please follow the link to the Royal Mail Click and Drop return portal where you are able to arrange the return of your goods:
CLICK HERE | Royal Mail Click and Drop Returns
RUGS
If you wish to return an in-stock rug, please notify us within 14 days of receipt.
Rugs must be returned:
- In unused, resalable condition
- Carefully repackaged to prevent damage in transit
Return shipping is the responsibility of the customer unless the rug is faulty. For UK orders, we can arrange a collection and deduct a £40 return fee from your refund.
International Returns
Customers outside the UK are responsible for organising return shipping, including courier charges, customs documentation and any associated duties.
If duties or charges are incurred due to incorrect or incomplete customs declarations, these may be deducted from the refund.
Please contact us at info@margoselby.com before returning an international order so we can guide you through the process.
Faulty, Damaged or Incorrect Item (All Products Including Rugs)
Every piece is carefully inspected before leaving our studio.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.
If your item arrives faulty, damaged, or not as described, please contact us within 14 days of receipt with your order number and photographs.
Where a fault is confirmed, we will offer:
- A repair or replacement (subject to availability), or
- A full refund, including original delivery costs.
We will cover the reasonable cost of returning confirmed faulty items.
Nothing in this policy limits your statutory rights in respect of faulty or misdescribed goods.
Bespoke Items & Cut Fabric
Bespoke pieces and cut fabric are made to your individual specification. As such, they are exempt from the 14-day cancellation right under the Consumer Contracts Regulations once production has begun.
Orders may not be cancelled more than 48 hours after placement or once production has commenced.
If a bespoke item is faulty or damaged upon delivery, your statutory rights remain unaffected and we will resolve the matter promptly.
A Considered Service
If you would like guidance on colour, scale or texture before placing your order, we warmly encourage you to contact us. We are always happy to advise.
For all delivery and returns enquiries:
info@margoselby.com