Returns
Returns & Refunds
At Layered Lounge, we hope you are delighted with your purchase. If for any reason you wish to return an item, we are pleased to offer a straightforward returns process, subject to the terms below.
Returns Period
Items may be returned within 30 days of purchase.
For pre-order items, the 30-day period begins from the date of dispatch.
To exercise your right to return, you must notify us within this period.
Condition of Returns
Returned items must be:
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Unused
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In perfect condition
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Complete
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Returned in their original packaging
We are unable to accept returns of items that have been used, assembled, washed, altered, or damaged after delivery.
Items returned without original packaging may not be eligible for a full refund.
Proof of Purchase
Please include proof of purchase (your packing slip or order confirmation is sufficient).
If proof of purchase cannot be provided, we reserve the right to offer a gift card or replacement at our discretion.
Refunds
Refunds will be issued to the original payment method.
Once your return has been received and inspected, please allow up to 5 working days for funds to appear in your account.
Original delivery charges are non-refundable unless the item is confirmed faulty.
Return costs are the responsibility of the customer unless otherwise stated.
Gifts
If returning an item received as a gift, we are pleased to issue a Layered Lounge gift card to the value of the returned item.
Refunds can only be processed to the original payment method used at the time of purchase.
Faulty or Damaged Items
In the unlikely event that your item arrives damaged or develops a fault, please contact us within 30 days of receipt at:
info@layeredlounge.com
or via live chat
We will request photographic evidence to assess the issue promptly.
Where a fault is confirmed, we will offer a repair, replacement or refund in line with your statutory rights under the Consumer Rights Act 2015. Return costs for confirmed faulty items will be covered by us.
If an issue arises outside the 30-day period, please contact us and we will review the matter in accordance with your statutory rights.
We kindly ask that all care instructions provided on our product pages are followed to ensure longevity.
How to Make a Return
UK Mainland
We offer a simplified returns service via our partner DPD.
You may generate a returns label (printed or paperless) for £9 (covering up to 3 parcels).
This cost will be deducted from your refund once your return has been processed.
Parcels must weigh no more than 30kgs and be under the following size guidelines: 100cm x 70cm x 60cm
If you do not have access to a printer, Collect+ offers an in-store label printing service. To start the process simply click on the image below:
Alternatively, you may arrange your own courier and return goods to:
Layered Lounge Ltd
Unit 8, Anamax Industrial Estate
Oxford Road
Gerrards Cross
SL9 7BB
United Kingdom
Please ensure your completed Returns Form is included inside your parcel.
Prefer a Home Collection?
For added convenience, we can arrange a dedicated home collection with DPD.
This service is available at £15 per booking (up to three parcels) and will be deducted from your refund once your return has been processed.
Simply contact our team and we will arrange a suitable collection date for you.
Non-UK Mainland
Customers outside UK mainland will need to arrange returns independently, as the DPD portal is not available for these locations.
Furniture Returns
Furniture is delivered via a two-person service who will unpack your item and remove all packaging. We strongly recommend inspecting your item thoroughly before the delivery team departs.
Change of Mind
If you decide to return a furniture item:
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You must notify us within 30 days of delivery
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A collection service can be arranged at a flat rate of £50, which will be deducted from your refund
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Items must be returned in original packaging
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Any assembled items must be disassembled and securely re-wrapped prior to collection
We are unable to accept returns of furniture that has been used, marked, or damaged after delivery.
Made-to-Order & Bespoke Furniture
Selected upholstered pieces and certain furniture items are made to order specifically to your chosen specification, including fabric, finish or configuration.
Such items are considered personalised goods under the Consumer Contracts Regulations 2013.
Your Right to Cancel
Under the Consumer Contracts Regulations, bespoke or made-to-order goods are exempt from the standard 14-day cancellation period once production has commenced.
Orders may be cancelled without charge prior to production beginning. Once production has started, we may retain a proportion of the order value to recover costs incurred.
Returns After Delivery
If you wish to return a made-to-order item after delivery:
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You must notify us within 14 days of receipt
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The item must be unused and in as-new condition
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It must be returned in original packaging
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A collection charge will apply (quoted at the time of request)
As these items are produced to order and cannot be resold as new, we reserve the right to apply a restocking charge of up to 25% of the purchase price to cover manufacturing, handling and logistics costs.
Any applicable collection and restocking charges will be deducted from your refund.
Faults or Manufacturing Issues
Your statutory rights remain unaffected.
If a made-to-order item arrives damaged or develops a manufacturing fault, we will repair, replace or refund in accordance with the Consumer Rights Act 2015.
Photographic evidence may be requested to assess the issue and determine the appropriate resolution.
Conditions Of Returns
Condition of Returned Item
Products must be returned complete, in perfect condition, and unused. Items must be unwashed and returned in their original packaging.
Proof of Purchase
Please provide proof of purchase when returning an item. You can include the packing slip in your return as proof of purchase. If you cannot provide proof of purchase then an e-gift card or replacement may be offered instead.
Returns Period
Our returns period is 30 days from the purchase date unless your item was a pre-order item in which case the returns period will be 30 days from shipment date.
Refund Process
Refunds will be issued using the original payment method, unless otherwise specified. Please allow 5 business days for the refund to reflect in your account after the return has been processed.
Faulty Goods
In the rare event of receiving faulty goods, a refund or replacement will be offered, irrespective of proof of purchase. Please contact our customer services team within 30 days at info@layeredlounge.com or on the live chat online and we will resolve the matter for you immediately. Returns of faulty goods will be at our expense however we will ask for photographic evidence to be emailed in order to proceed and resolve the matter for you. If a fault develops outside the 30 day returns period please contact us and we will discuss the matter to decide the best way to proceed and resolve. We do ask that you follow product care instructions shown on our individual product pages to ensure the longevity of the item.
Returning Furniture
Our two man service will deliver your furniture item and remove the packaging. Prior to them taking we packaging away we encourage you to inspect the items so ensure you are happy with them. If you change your mind regarding an item of furniture, we can offer a furniture collection service. This will be charged at a flat rate of £50 which can be deducted from the refund you will receive of your item. Please contact the customer services team to arrange a collection. If an item has been assembled we will require you to disassemble it and re-wrap it in the original packaging. We cannot accept the return of items which have been used or damaged since we delivered them.
Frequently Asked Questions
How do I return larger items such as a floor lamp ?
If you wish to return a larger item then please do get in touch with us and we can arrange a collection from your home the price of which can be deducted from your refund.
Can I exchange an item?
At present we do not exchange items unfortunately. You can return the item to us for a full refund and make a new purchase.
Can I return a gift ?
If you are the recipient of a gift from Layered Lounge we can refund you with a Layered Lounge gift card. Cash refunds can only be made to the original credit or debit card on which the gift was purchased. Returns of a gift are still at the cost of the sender.
How do I find my nearest DPD drop off point?
You can find your nearest DPD drop off point by clicking on the link below
What do I do if I cannot find the original packing slip ?
Please do not worry if you cannot locate your original packing slip. Please just include a note in your return parcel with your name and order number on.
Where do I find my returns form ?
Your returns form is located on the back of the packing slip included in the order. Please do fill out the items you are returning and the reason why as it helps us improve our service and offering going forward. Thank you.