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Refunds & Returns Policy (Brand: Desser)

We want you to be absolutely satisfied with your purchase, however we do understand that sometimes unexpected situations occur. We are here to help!

 

Delivery Costs:

Delivery is usually free, with our free delivery area covering most of Great Britain. For our customers who live further afield, please contact us on orders@kleyo.co to discuss delivery options.

The areas that this applies to are:

  • Certain Scottish postcodes.
  • Scottish Offshore Islands*
  • Northern Ireland
  • Isle Of Man
  • Isle Of Wight
  • Republic of Ireland
  • Channel Islands

 

Delivery Completion:

Your delivery will be completed when we deliver the goods to the address provided to us. On delivery, the delivery record must be signed by either you or your nominated representative. Please ensure that you check your goods are correct and free from damage, and recording any discrepancies, damage, or missing items on the delivery record. Any packaging should be opened carefully and kept in case you need to return the goods.

If no one is available at the address you gave us to take delivery, the courier may leave a note with information about how to rearrange delivery and/or may take a photograph to confirm the address to which delivery was made. Re-delivery charges will be calculated according to the number of items to be delivered, availability of a delivery vehicle, your location and complexity of the delivery – this is usually around £50 for larger items. In these circumstances, re-delivery will not take place until any additional charges have been paid.

 

Delivery Access:

Before placing an order please consider if access can be gained easily for delivery e.g. are the doors wide enough, are there any awkward stairs, lift or passages, or are there factors that may prevent us from completing a standard delivery: red routes and parking restrictions; delivery vehicle size restrictions; restricted access into property due to the size of the ground floor entrance; restricted access within the property to the intended delivery location. Such factors may require alternative delivery methods for which there may be an additional charge.

Delivery may be refused by the courier and/or by us if there are any health and safety issues or if there is a danger of damage to your property. If we accidentally damage goods in the course of delivery, our liability for that damage is limited to the repair, replacement or refund of the goods delivered or the value of the goods. We do not pay compensation beyond these limits.

 

What is made to order furniture:

A made-to-order item is any of our indoor cane or wicker furniture that includes a custom cushion. All these items are customised to your taste using one of our fab fabrics – there are over 30 to choose from, allowing you to create a beautifully bespoke furniture set. Once you make an order with us our expert pattern cutters and upholsterers begin to craft your custom cushions. 

Please note, our refund policy for outdoor furniture and wicker items without a cushion will follow in the section below. 

Once you place your order you will receive a 14-calendar day grace period to cancel your order. If you wish to cancel your order after the cancellation window, please contact us directly via our email.

 

Can I amend my order?

Please contact us directly at our email, we will try our best to assist you. However, there may be an additional fee if your upholstery has been crafted.  

You can change your contact and delivery details at any point throughout the order process.  

 

How can I return my made to order furniture with cushions?

We ask that you check all furniture as it arrives and sign the Proof of Delivery (POD), as a guarantee that you are happy with the condition of your furniture.

Our quality control team conduct rigorous checks before your furniture leaves our warehouse, however, if you have received a faulty or incorrect item, please inform our delivery partners and contact us directly on our email. We will endeavour to either replace the item or use our furniture repair specialist to correct the issue.

If your item is damaged, we request that you send photographs of the issue to orders@kleyo.co, quoting your order number.

Please keep the furniture, so that we can arrange the removal of it, do not send it back with the driver. So that we can collect it, the product needs to be repackaged, ideally in the original packaging.

You have 30 days to inform us that you would like to return your item from the date of accepting your furniture delivery. Simply contact us at orders@kleyo.co and we will arrange the collection and refund of the item for you.

If you are wanting to return a faulty item or an incorrect order, we will either arrange for a repair specialist to visit you or exchange the goods or offer a full refund and collection. However, if you have simply changed your mind, we will refund the full price of the items being returned, less the return fee listed in the table below.

Item ordered

Return / collection cost

3-seater sofa

£110

2-seater sofa

£90

Chair

£45

 

How can I return my outdoor furniture or wicker items without a cushion?

You have 30 days to inform us that you would like to return your item from the date of accepting your furniture delivery. Simply contact us on orders@kleyo.co and we will arrange the collection and refund of the item for you.

We will of course repair exchange or offer a full refund and collection for any goods that have been received faulty. Aditionally, if you are returning an order that we have sent you incorrectly, this return and exchange will also be free of charge. However, if you have simply changed your mind, we will refund the full price of the items being returned, less the return fee listed in the table below.

Order Value

Return / Collection Cost

< £149

£15

£150 – £249

£35

£250 – £499

£45

£500 – £999

£75

£1,000 – £1,499

£100

>£1,500

£150

 

How long will it take for the item to be collected? 

Our customer care team will arrange the collection of your item, we aim to do this within 14 days of the notice of the return.

 

When will the refund arrive back in my account?

Once we have received and assessed your item(s), a refund will be issued that can take up to 7 working days dependent on your payment method. 

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