Purchase & Returns Policy

Purchase & Returns Policy

At Hampton Row, we aim to offer a seamless and premium experience from purchase to delivery — whether you’re ordering an in-stock sofa or a bespoke, made-to-order piece. Our in-stock items are available for swift delivery, while our handcrafted, made-to-order collections are created with care and precision. Because of the artisanal process and attention to detail, lead times may vary — but every piece is worth the wait.

🛋️ Indoor Items (In-Stock)

Most of our indoor furniture, including sofas and lounge chairs, is available for same-day or next-day delivery across the UK.

• Cancellations: Orders can be cancelled up until dispatch. Once dispatched, our returns policy applies.

• Returns: If you’re not completely satisfied, you may return your item within 14 days of delivery for a full refund, provided it’s in original, unused condition.

• Return Collection: We can arrange collection using our white-glove courier service. A collection fee may apply depending on location.

🛠️ Made-to-Order Items

Made-to-order pieces (including pergolas, custom sofas, and bespoke sizes or fabrics) are handcrafted specifically for you.

• Cancellations: Orders may be cancelled within 48 hours of placing your order. After this window, materials are committed, and production begins.

• Returns: As made-to-order pieces are personalised, they are non-refundable unless faulty or damaged on arrival.

• Guarantee: In the rare case of a fault or issue, we’ll repair, replace, or refund as required under our quality promise.

• Production & Delivery Timelines: Every Hampton Row made-to-order piece is crafted with care, using premium materials and traditional methods. While we always aim to meet the quoted lead times, the bespoke nature of these items means that occasional delays can occur due to factors such as fabric availability, supplier scheduling, or the intricacies of hand-finishing. We see this not as a setback, but as part of ensuring you receive a piece that meets the highest possible standards. Should your order be affected, our team will keep you updated at every stage and provide a revised delivery estimate.

✅ Our Comfort Promise

For select indoor sofas (including the Snug), we offer a 14-day comfort guarantee. If it’s not the comfiest sofa you’ve ever owned, we’ll collect it and refund you. No questions asked.

📦 Damages & Issues

Please inspect your items upon delivery. If there is any damage or concern, notify us within 48 hours so we can put it right immediately.

📞 Questions?

Email: enquiries@hamptonrow.store

Call: 0161 399 4029