Refund policy

Returns and refunds

We ask that you read product descriptions carefully and check dimensions before ordering. You always have the right to cancel, set out below.

Your right to cancel

If you are a consumer in the United Kingdom or the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason. To exercise this right, email contact@fjordandfuji.com with your order number.

Once you have told us you are cancelling, you have a further 14 days to return the item. We will reply within two working days with the return address and how to send the item back.

Items must be unused and in their original packaging. Return shipping costs are the responsibility of the buyer. For larger pieces such as sofas and dining furniture, return shipping can be substantial, so please check dimensions and finishes carefully before ordering.

Damaged or defective items

If your order arrives damaged or defective, contact us within 30 days of delivery at contact@fjordandfuji.com with:

• Your order number
• Photos or video of the damage
• A photo of the shipping label

Items must be unused and in their original packaging. Once received and inspected, we will arrange a replacement, refund, or store credit. Where an item is faulty or not as described, we cover the cost of returning it.

How refunds are issued

Refunds are issued to your original payment method. We process refunds within 14 days of receiving the returned item, or within 14 days of you providing proof of return, whichever is earlier. Depending on your bank or card issuer, the funds may take a further few working days to appear.

Where you have exercised your right to cancel, we refund the price of the goods plus the standard outbound delivery cost. We do not refund any premium or upgraded delivery option you chose.

Order cancellations before dispatch

Orders can be cancelled before processing begins. Once packing and shipping has started, cancellations are no longer possible. Contact us via the chat on the website or at contact@fjordandfuji.com as soon as possible.

Made-to-order items

Made-to-order pieces can be cancelled within 14 days of delivery for a full refund, the same as everything else we sell. Made to order simply means we make the piece after you order it, so please allow the dispatch time shown on the product page. If you change your mind on a made-to-order item, let us know as soon as you can and we will refund you in full. The only exception is a genuinely bespoke or personalised commission made to your own specification, which cannot be cancelled once we begin work, and we will always confirm that with you in writing before you order.

Nothing in this policy affects your statutory rights.