This policy should be read in conjunction with the Terms & Conditions and Delivery & Shipping.

1) Returns

All Frances Jean pieces are made to order. As a result, we do not accept change-of-mind returns or exchanges.

This does not affect statutory rights.

2) Faulty or not as described

Made-to-order furniture, special orders, customised items and any items that have been assembled can only be returned or exchanged if they are faulty or not as described.

If you believe your item is faulty or not as described, please contact us as soon as possible with your order number and clear photographs so we can review and resolve this with you.

3) Cancellations

Because our pieces are made to order, we begin preparation and production quickly.

If you wish to cancel, you must contact us within 2 working days of placing your order, quoting your order number.

• If production has not started and we have not ordered materials specifically for your piece, we will cancel the order and refund any payments made.
• If your order has entered production or we have ordered materials specifically for your piece, we may be unable to cancel. Where cancellation is possible, we may deduct a reasonable charge to reflect costs incurred up to that point.

After the 2-working-day period, or once production has begun, change-of-mind cancellations are not accepted, except where goods are faulty or not as described.
This does not affect statutory rights.