Returns & Refunds
Returns & Refunds
Returns & Refunds
Thirty days to live with a piece — and a simple way to send it back.
Thirty days to live with a piece — and a simple way to send it back.
Our promise
Our promise
Furniture is a considered purchase, and we want you to live with a piece before you fully commit to it. If something is not right, we make returning it straightforward and human. This policy explains how, and it sits alongside — never instead of — the statutory rights you have as a consumer.
Furniture is a considered purchase, and we want you to live with a piece before you fully commit to it. If something is not right, we make returning it straightforward and human. This policy explains how, and it sits alongside — never instead of — the statutory rights you have as a consumer.
Your right to return
Your right to return
You may return most pieces within thirty days of delivery for a refund, no reason required. We ask only that the piece comes back in the condition it arrived: unused beyond reasonable inspection, with its fixings and any protective materials. Trying a sofa in your living room is exactly what the window is for; a year of daily use is not.
You may return most pieces within thirty days of delivery for a refund, no reason required. We ask only that the piece comes back in the condition it arrived: unused beyond reasonable inspection, with its fixings and any protective materials. Trying a sofa in your living room is exactly what the window is for; a year of daily use is not.
Made-to-order and bespoke
Made-to-order and bespoke
Pieces made or customised specifically for you — a chosen fabric, a bespoke dimension, a special finish — cannot be returned simply because you have changed your mind, since we cannot offer them to anyone else. This never applies where a piece is faulty or not as described, and we flag made-to-order clearly before you buy.
Pieces made or customised specifically for you — a chosen fabric, a bespoke dimension, a special finish — cannot be returned simply because you have changed your mind, since we cannot offer them to anyone else. This never applies where a piece is faulty or not as described, and we flag made-to-order clearly before you buy.
How to start a return
How to start a return
Email returns@xiaing.studio with your order number and a line about what is coming back. We reply with simple instructions and, for larger pieces, arrange collection — you do not need to wrestle a wardrobe down the stairs. Please wait for our confirmation before sending anything, so it reaches the right place.
Email returns@xiaing.studio with your order number and a line about what is coming back. We reply with simple instructions and, for larger pieces, arrange collection — you do not need to wrestle a wardrobe down the stairs. Please wait for our confirmation before sending anything, so it reaches the right place.
Collection and cost
Collection and cost
For large furniture we arrange a two-person collection at a time that suits you. A collection fee reflecting the real cost of moving the piece may apply to change-of-mind returns, and we tell you the amount before you commit. Small items may be returned by tracked post; keep the receipt. Faulty pieces are always collected at our expense.
For large furniture we arrange a two-person collection at a time that suits you. A collection fee reflecting the real cost of moving the piece may apply to change-of-mind returns, and we tell you the amount before you commit. Small items may be returned by tracked post; keep the receipt. Faulty pieces are always collected at our expense.
Condition and packaging
Condition and packaging
Please keep the piece protected until collection — the original wrapping is ideal, but any care to prevent knocks and marks is what matters. We may reduce a refund to reflect handling beyond normal inspection, but we apply that fairly and explain it. We are looking for reasonable care, not perfection.
Please keep the piece protected until collection — the original wrapping is ideal, but any care to prevent knocks and marks is what matters. We may reduce a refund to reflect handling beyond normal inspection, but we apply that fairly and explain it. We are looking for reasonable care, not perfection.
Refund method and timing
Refund method and timing
Once your return reaches us and passes a quick check, we refund to your original payment method. We aim to process refunds within five working days of receiving the piece, and your bank may take a little longer to show it. We refund the price you paid, and the original standard delivery charge where you return a whole order.
Once your return reaches us and passes a quick check, we refund to your original payment method. We aim to process refunds within five working days of receiving the piece, and your bank may take a little longer to show it. We refund the price you paid, and the original standard delivery charge where you return a whole order.
Exchanges
Exchanges
If you would like a different size, fabric, or piece instead of a refund, tell us when you start your return and we will help arrange it. For made-to-order pieces an exchange means a fresh production run, so we confirm the new lead time and any difference in price before we begin.
If you would like a different size, fabric, or piece instead of a refund, tell us when you start your return and we will help arrange it. For made-to-order pieces an exchange means a fresh production run, so we confirm the new lead time and any difference in price before we begin.
Damaged or faulty items
Damaged or faulty items
If a piece arrives damaged or develops a fault, we put it right — repair, replacement, or refund, as suits the situation and your rights. Tell us as soon as you notice, ideally with a photograph. There is no collection fee and no thirty-day limit on faults covered by law or by our warranty.
If a piece arrives damaged or develops a fault, we put it right — repair, replacement, or refund, as suits the situation and your rights. Tell us as soon as you notice, ideally with a photograph. There is no collection fee and no thirty-day limit on faults covered by law or by our warranty.
Non-returnable items
Non-returnable items
A few things cannot come back, for hygiene or practical reasons — for example certain made-to-order textiles once cut, or care products once opened — and these are marked at the point of sale. Gift cards and completed services are also non-returnable. Everything else falls under the promise above.
A few things cannot come back, for hygiene or practical reasons — for example certain made-to-order textiles once cut, or care products once opened — and these are marked at the point of sale. Gift cards and completed services are also non-returnable. Everything else falls under the promise above.
Questions
Questions
If you are unsure whether something can come back, just ask before you buy or before you send it — returns@xiaing.studio, answered by a person who can look at your specific order. We would rather solve it in one email than leave you guessing.
If you are unsure whether something can come back, just ask before you buy or before you send it — returns@xiaing.studio, answered by a person who can look at your specific order. We would rather solve it in one email than leave you guessing.
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