Shipping & returns


Shipping policy

Please do not hesitate to contact us with any questions regarding your order. You can contact us by telephoning our customer service team at 020 7833 2000 or by writing to us at info@canvashomestore.co.uk or 57 Amwell Street, London, EC1R1UR.

We will aim to ship in-stock products within three business days. During promotional periods or the festive season it may take a little longer and in any event within 30 days after the day on which we accept your order. Business days do not include Saturday and Sunday or UK bank holidays.

If our supply of the products is delayed by an event outside our control we are not responsible for, including but not limited to weather related delays, work stoppages or delays, or other unexpected circumstances, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Our warehouse is in Bristol and ships Monday – Friday. Please note that items ordered together may not be shipped out on the same day, and may come in multiple shipments Orders are usually shipped with dpd. You will receive an email from dpd which gives you access to their online tracking facility where you can track your expected delivery and change the proposed delivery to a more convenient time or day.

Occasionally items may be temporarily out-of-stock; in which case you will be notified and will be provided an approximate date of shipment. Any shipping delays will be communicated to you at the time of your order; or should there be any unforeseen delay thereafter, you will be notified within 5 business days of placing your order.

STANDARD UK MAINLAND

Free standard delivery on orders over £75

Standard delivery – three to four days from order confirmation, not including Saturday or Sunday delivery £5 

RUSH DELIVERY

Please contact us for any rush delivery requests, and we will be happy to provide a courier quote.

SHIPPING TO SCOTLAND & IRELAND

For shipments to offshore UK; Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Scottish Islands please allow three to five days transit £15 

SHIPPING TO EUROPE

For shipments to; Republic of Ireland, Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Portugal, and Spain please allow three to five days transit £20

PO BOXES

Please note that we do not deliver to PO box numbers, hotels and accommodation addresses. A physical address must be provided for all orders.

PRICE AND PAYMENT

The price of the product (which includes VAT) will be the price indicated on the order pages. We take all reasonable care to ensure that the price of the product advised to you is correct, however It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

Please note that once an order is placed, promo codes cannot be exchanged for another promo code or offer.

 

RETURNS POLICY

DAMAGED IN TRANSIT ​

In the case that you receive an item that has physical damage that occurred during shipping, please notify us within 48 hours of when you received the item. Please email us info@canvashomestore.co.uk with a photo (this will help us with our insurance claim) and explanation of damages. Once reviewed, we will get a replacement to you as quickly as possible.

DEFECTIVE ITEMS

Canvas Home products are handcrafted. Due to the nature of the products there may be slight variations in size, color, texture and finish. These are not considered flaws, and just represent a part of a unique handcrafted product. If you feel your product has a flaw or defect, please contact us at info@canvashomestore.co.uk within 5 days of receipt. Please make sure you include a picture of the item. Once reviewed, we will notify you of next steps. Without proof of defect/purchase, the item cannot be exchanged or returned. 

RETURNS

If you are dissatisfied with your purchase for any other reason, merchandise can be returned within 28 days of purchase, in original condition and packaging, for a full refund of the item amount, less shipping charges, credited back to the original form of purchase within 10 business days.

The return shipping costs required to ship the item back to our facility, are paid by the customer.

We are unable to accept any items for return or exchange without proof of purchase (see below). Items purchased as final sale cannot be returned or exchanged.

To return online orders to our retail store, you must receive prior approval at info@canvashomestore.co.uk.

EXCHANGE POLICY

If you purchase an item and for any reason want to exchange it for a different product, we are happy to help you do so as long as you contact us within 28 days from the original date of purchase. If the returned item is brand new and in the original condition, we will be happy to send the replacement item you have selected provided you notify us in writing in advance.

The return shipping costs required to ship the item back to our warehouse, are paid by the customer. Once the item is returned to our facility and inspected by our staff, the new item will ship out at our standard shipping rates.

Please note that once an order is placed, promo codes cannot be exchanged for another promo code or offer.

CANCELLATIONS

We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment centre.

When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. Orders are transmitted to our fulfillment centres every afternoon at 12.00 and can no longer be modified in any way.

We hope that in most cases this will allow customers time to change or cancel their order, while expediting the order process.

If we are unable to cancel your order, you can always return your order to us for a full refund of the merchandise value.

PRICE ADJUSTMENTS

If you have purchased items that are now on sale, we will gladly offer you a one-time price adjustment if the original date of the order was within 24 hours of the sale offering. Items purchased using a promotion code or other discount are not eligible for a price adjustment.

PROCESS FOR RETURNING ITEMS

In order to best serve you please follow the instructions below: Please email us at info@canvashomestore.co.uk with:

  • Your Order number or Tracking number of your shipment
  • Item # / Item name
  • Condition of the item (ex: Brand New Sealed, Open Box New, Used, Defective)
  • The reason for your return
  • Please indicate whether you would like an exchange, store credit or a refund.

We will supply you with a reference number (RMA #) to put on the package which will ensure quick processing of your return.

All returns require a RMA # to be returned back to our facility. We will promptly respond to your query with instructions on how to return the product.

*Products returned without an RMA number may be charged a 20% processing fee.

PROOF OF PURCHASE OF ELIGIBLE ITEMS

Proof of purchase is required to issue an appropriate exchange, credit or refund for eligible items. We will accept the following as proof of purchase:
 

  • eReceipt
  • Original Packing Slip
  • Order Number