Returns & Refunds

Returns Policy for Made-to-Order Furniture

At Sienna Living, we specialise in bespoke furniture in the UK, creating high-quality, made-to-order sofas and custom furniture designed to suit your individual style and space. Every order is carefully crafted, and we are committed to delivering both exceptional products and customer service. As all Sienna Living furniture is made specifically to your requirements, we are unable to accept returns on made-to-order items unless the product is faulty or you have received an incorrect item. If you believe your furniture is damaged, defective, or not as ordered, please contact our Customer Services Team on 01924 763 192 within 7 days of delivery. To help us resolve your query efficiently, we may request clear photographs of any issues so we can assess and provide the most suitable resolution. Where a return is approved, we will arrange a convenient collection aligned with our delivery schedule. You will not be required to dismantle your furniture; however, items must remain in their original delivered condition.

Order Cancellations & 48-Hour Cooling-Off Period

We understand that flexibility is important when purchasing made-to-order furniture. At Sienna Living, we offer a 48-hour cooling-off period from the time of placing your order. During this time, you may cancel or make changes to your order free of charge. After the 48-hour cooling-off period, you may still cancel your order for a full refund, provided it has not yet entered production. Once your order has been confirmed and moved into production or scheduled for delivery, a 50% cancellation fee will apply. This covers the cost of materials, manufacturing, and administrative work already committed to your bespoke furniture order. After delivery, returns are not accepted unless the item is faulty or incorrect.

Refunds

If your order qualifies for a refund, Sienna Living will process it promptly once approved or upon return of the item to our warehouse. Refunds are issued to your original payment method and typically appear within 7 working days, depending on your provider.

Failed Deliveries

To ensure a smooth delivery experience, we agree a specific delivery date and 4-hour time slot with you in advance. If you are unavailable to receive your bespoke furniture delivery, Sienna Living reserves the right to charge a £75 redelivery fee. All redeliveries are arranged based on our delivery routes, vehicle capacity, and availability in your area.

Why Choose Sienna Living?

Sienna Living is proud to offer handcrafted, made-to-order furniture in the UK, combining premium materials with expert craftsmanship. Our policies are designed to be transparent while reflecting the bespoke nature of our products.