All Questions

We know our lead times are not great at the moment, but we’ll only make an item after you’ve bought it. This means that there isn’t lots of spare stock sitting around our warehouse – we think it’s more responsible this way. Due to high demand right now, our lead times are longer than usual, but we’re working on getting products made as quickly as we can..
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You can find the most up-to-date tracking information for your order through ‘My Account’. Once logged in, you will see the below screen. 

 

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Click into 'MY ORDERS', then click 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

 

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You can then see the status of your order, delivery contact details and tracking codes. Below is a little break down of what the different status' mean:

Being made: Your item is currently in manufacturing. 

Being shipped: Your item is currently on it's way to our distribution centre.

Being prepared for dispatch: Your item is currently in our distribution centre being prepared for dispatch.

Dispatched: Your item is now with the designated courier and they'll be in touch soon to book in delivery.

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It's unlikely to happen, but if it does, get in touch to let us know. If a piece of the wardrobe is broken, please provide a image in your contact form and we'll order the part right away. In the case of a small item like a shelf peg or hanging rail bracket, a replacement's sent out by post direct to you within 2 weeks. If the issue's with something larger like a door, it'll take a bit longer, but we'll deliver it to you for free.

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You have 14 working days after placing your order to cancel or change your mind completely free of charge. However, due to the customised nature of this product, any changes or cancellations after this time frame may incur extra charges.

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If your delivery date has passed and you haven't received your order, you can track it by visiting My Account on our website. 

Once you've logged into your account, you can see the below screen:

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Click into 'MY ORDERS', then click 'VIEW DELIVERY DETAILS' in the bottom right, the button will look like this:

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Once you've brought up the delivery details screen, you can then find your tracking code. You can use this to track your delivery with your designated courier. 

 

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You can check the status of your order, delivery info and contact details in your online account. Once you've logged in, select 'MY DETAILS'

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You can then check the contact details you have used to register with us. If your email address is incorrect, you are able to edit this, for future orders. We're unable to change email addresses on current orders however we can provide you with any details you need to know upon contacting us. 

 

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We keep small volumes of best-selling and smaller pieces in our dispatch centre. These will be marked Express Delivery on our website, and will dispatch from us within 2 - 10 working days..

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Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.

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All our lights can be made dimmable if used with an LED, halogen or filament bulb. But we recommend speaking with a qualified electrician before installing them.

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You're unable to add on further items to an order after purchase. If anything was missed you'll need to cancel the order and start again. Please be mindful that you have 14 working days after placing your order to cancel or change your mind completely free of charge. However, due to the customised nature of this product, any changes or cancellations after this time frame may incur extra charges.

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Our showrooms are for display purposes only which show our newest and best-selling pieces in real life before buying them. While you can't order directly from the showroom, they do have tablets on hand which you can use to log in and complete orders.

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Of course you can, just contact us and a member of our team will get back to you with the information. 

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Yes, thanks to our clever live tracking system. Once you've placed an order, go to 'My orders' (you’ll be prompted to log in if you’re not already) where you'll see all the products you've bought. Select an item and we'll take you to a tracking page that'll tell you exactly where it is.

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As long as all your items are with the same carrier, and the difference in lead times isn't too much, grouped delivery will automatically be applied at the checkout but this isn't something you can opt for.

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You can update your delivery address prior to dispatch in My Account and 'MY ORDERS'. If your item has dispatched, feel free to contact us and we'll be happy to assist you with this.

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Yes, if your delivery is to one of these postcodes, your delivery may take a bit longer than usual and your delivery will have restrictions depending on the courier. 
 
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BJS and Arrow XL 
No contact deliveries. The delivery will be delivered to a safe place i.e garden or garage.
No unpacking, or packaging removal service. 
No contact collection, the courier will collect from the exterior of your property.
 
DPD, Yodel and Royal Mail
No contact deliveries, doorstep only.
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For houses, this means we'll place items in your driveway, rear garden or garage as requested while maintaining social distancing restrictions. If these locations aren't available, we'll place items outside your house where requested when we arrive.


For flats and apartments, we'll place items in the ground floor communal hallway or doorway. The reason for this is that climbing stairwells whilst carrying furniture would restrict the ability to maintain social distancing.

For all deliveries, our drivers will photograph your items in situ and record this in our Place of Delivery form.

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This rarely happens however if this situation was to arise, send us an email and we can get this resolved for you.

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As soon as we've registered your cancellation or return, Klarna will credit the balance back to your account within 5 business days.

If you've paid for your order with a card, the refund will be made to your Klarna account balance. If your account ends up in a credit balance, this can be used towards future purchases, or you can request it to be refunded to your card by contacting Customer Service.

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Your refund should appear almost immediately, but it can vary depending on your bank and the type of card you used. Check out our returns and refund page for more info.

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By law, any refund must go onto the original used card, so this isn't something we're able to do. If the refund declined, we will then contact yourself and alternative card details can then be taken. 

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You can cancel single item orders before dispatch by going in 'My Account' and 'My Orders'. If the cancel option is missing or your order has dispatched already, you can contact us and we can sort this out for you.

NOTE: If you have purchased one of our Custom Made Wardrobes you have 14 days after placing the order to cancel. Due to the more customisable aspects of these products, cancellation after this time may incur charges.

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The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction. 

If the refund was to be declined, we will then contact you after 30 days to obtain further bank account details. 

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We give all of our customers 14 days to return any item - even if it's not damaged. However, if it goes over 14 days and you have simply changed your mind we are unable to arrange for this item to be returned to us.

If the product is faulty or damaged, then please contact us with photos of the damage and our team will be happy to advise you accordingly.

 

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Klarna will automatically attempt to collect your payment for your Pay in 3 purchase from the debit or credit card you entered at the checkout. If Klarna is unable to collect your payment on the scheduled due date, one further attempt will be made, two days later, to automatically collect payment. Should this payment attempt fail, Klarna will issue you a statement for the full outstanding order amount. This will become payable in 15 days. Klarna will notify you when a payment is due two days in advance of collection.

Klarna has a specially trained team to step in and help if you have any difficulties meeting your repayments. If you want to talk, you can contact the Klarna Customer Services team on 020 300 50833

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Visit Klarna's Customer Service for a full list of FAQs, live chat and telephone options: https://www.klarna.com/uk/customer-service 

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To check if it's possible to postpone your payment due date, please contact Klarna's Customer Service team here: https://www.klarna.com/uk/customer-service

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Payment for Pay in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third are collected 30 and 60 days after the first instalment.

If you chose to use Slice it, you'll be sent a monthly statement email with instructions on how to make a payment, and an overview of your Klarna account. Once you're logged in to your Klarna account, simply select 'Make a payment' and enter the amount you wish to pay.

Klarna will notify you via email and push notification when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can check the status of your order and payments by logging in at www.klarna.com/uk.

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You can log in at www.klarna.com/uk, where you'll find all of your orders and payment schedule information.

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Log in to the customer portal at Klarna.com at any time to update your payment methods, review your purchases, or settle your monthly statement. If you need further assistance, you can contact Klarna's Customer Service team.

Please be aware that your address cannot be changed after purchase, as the address is part of the agreement formed between you and Klarna.

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We accept Visa Credit, Visa Debit, MasterCard and American Express. Make sure your card details are correct and your billing address is in the UK or Ireland. If it still isn’t working, please contact your bank.

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If you checked out as a guest, all you need to do is reset your password and you'll be able to access your account again. 

 

 

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Please read our comprehensive privacy policy regarding GDPR and how it affects you here

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It’s your right to change your mind, and we totally respect that. Just update your preferences on the 'MY COMMUNICATION PREFERENCES' page which is accessible via your account. Or, on the bottom of every email from us, there is a unsubscribe link which removes you from all our email marketing with just one click. 

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Your data is in safe hands. We only use it to process your activity on our site, for the best customer experience. If you’ve agreed to share your personal data with third parties via MADE.com, we only share the minimum needed to be able to provide services to you.

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You can opt in or out whenever you want by going into your account and into the ‘Manage Subscription’ section of your account.

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You are able to update your details in this section. We are able to guarantee that the choice is yours to make at any time. And we won’t hang onto your info - if we don’t need it, we’ll delete it. 

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