Returns

Return policy

We hope that you will be happy with your order. However, if, for any reason, you wish to initiate a return, you are welcome to do so provided that the item(s) remain unused and in perfect condition, inclusive of their original packaging. All returns must be accompanied by the original dispatch note. In the event that your order lacks essential paperwork or was packaged across multiple boxes and you intend to return the entire order, we kindly request you to reach out to our Broxle Client Services team. Please be aware that we are unable to facilitate exchanges.

You have 30 days from receipt of your order to return an unwanted item to us for a full refund.

Please note: if you have purchased your products via one of our stockists, you will need to arrange your return with them directly. Our bespoke, custom, personalised and made-to-order items are not returnable. Due to hygiene reasons, we cannot accept returns for blankets, throws, cushions, curtains, bed linens, rugs, throws and textiles that have been unsealed and used. Please note that perishable goods, Broxle memberships active with immediate effect, and digital downloads once accessed, are non-refundable.

Return FAQs

How do I start my return?

Please contact our Client Services Team with your order number and reason for return, and we can help arrange your collection. Your goods must remain unused and in perfect condition, inclusive of their original packaging (including labels and unassembled) and in adherence with our return policy. All returns must be accompanied by the original dispatch note. This will help expedite the return process and ensure a smooth resolution.

How will I know if you have received my return?

Please keep hold of your proof of postage receipt, so you can ensure that your return reaches us successfully. You will receive email confirmation once your return has been received and your refund completed. Please contact our Client Services Team with your order number and reason for return, and we can help arrange your collection. Your goods must be in their original packaging (including labels and unassembled) and in adherence with our return policy. This will help expedite the return process and ensure a smooth resolution.

How long will it take to receive a refund?

We aim to process your return within seven working days of receipt in our warehouse. Your refund will be made via your original method of payment. It may take five to 10 working days for the funds to be reflected in your account. Please note: returns are not processed over the weekend or public holidays. Your goods must be in their original packaging (including labels and unassembled) and in adherence with our return policy. This will help expedite the return process and ensure a smooth resolution.

How do I return a faulty or incorrect item?

If you have received a faulty or incorrect item or have any feedback or concerns, please contact our Client Services Team. Where possible, please also take clear photos to reflect the issue so that we can resolve your query as efficiently as possible.

Will I be charged for my return?

Small items (textiles, table lamps, tableware, and accessories)
We do not offer a free returns service, so we ask that you use a fully tracked service with any reputable carrier.

Please note that Broxle cannot accept responsibility for lost returns packages, so please keep hold of your proof of postage receipt to ensure that your return reaches us successfully.

Large items (dining tables, dressers, large lighting, beds, rugs, and sofas)
We are pleased to offer our UK mainland customers assistance in facilitating the return process for large items such as dining tables, dressers, substantial lighting fixtures, beds, rugs, and sofas. Our trusted shipping partner, Duo, provides this service from £99.95 (£49.95 for members). The cost of this service will be subtracted from the total refund amount you receive.
For our valued customers residing outside of the UK mainland, please be aware that we do not provide a collection service. In this case, we kindly request that you utilise a fully tracked service with a reputable carrier of your choice to initiate the return process. If you would like to return a large item order, please contact our Client Services Team.

How do I return original artwork?

We hope that you will be happy with your artwork. Nonetheless, should you wish to initiate a return for a refund, kindly follow these steps:

1. Please contact our Client Services Team via email within 14 days of receiving the piece to inform us of your intention to return.

2. We will accept returns exclusively if the artwork remains in pristine condition, including its original packaging and accompanying paperwork.

3. To coordinate the return process, reach out to our Client Services Team, providing your name and order number. Additionally, we request that you supply photographs of the artwork to substantiate its original condition. Please include images of the packaged piece, showcasing all four sides of the box, for insurance purposes.

It is essential to note that you will be responsible for covering the expenses associated with returning the artwork. Rest assured, we will furnish you with a tailored quote for the collection service before proceeding with your return arrangement. Your satisfaction is our utmost priority, and we are here to assist you throughout this process. Should you wish to arrange your own return, please contact our Client Services Team to discuss your options. Please allow 14 days from receipt for us to process your return and issue your refund.Repairs and replacements are unavailable, as these are one-off original works of fine art.