What happens if I change my mind?

If you made your purchase in store:
Please refer to the terms and conditions on your sales order invoice and if you have any further queries, contact a member of our team on 0333 010 2353. Please have your order number to hand so we can locate your order as quickly as possible.

If you purchased online or via telephone:
In compliance with the Consumer Contracts Regulations, if you've shopped online or by telephone, you have a cooling off period, during which time you can cancel your order with us. The cooling off period starts the moment you place your order and up to 14 days from the day you receive your item/s. Your cancellation must be sent to us within these 14 days by completing the form below or by post to Barker and Stonehouse Haydock Park Road, Teesside Retail Park, Stockton-on-Tees, TS17 7BG.

Pre Delivery:
If you’ve shopped online or placed your order by telephone, your cancellation must be sent to us in writing, either by completing the below form or by post to Barker and Stonehouse Haydock Park Road, Teesside Retail Park, Stockton-on-Tees, TS17 7BG quoting your order number and any additional relevant information.

If the item/s you ordered meet the Consumer Contracts Regulation requirements, you can cancel at any time before delivery* or collection (if you opted for click & collect).

*Please note, despatch of goods may occur 24 hours prior to receiving the items

Post Delivery:
If after receiving your item/s, you wish to return it/them, you have up to 14 days from the day you receive your item/s to contact us in writing by completing the below form or by post to Barker and Stonehouse Haydock Park Road, Teesside Retail Park, Stockton-on-Tees, TS17 7BG quoting your order number and any additional relevant information.

Please be aware that if you are returning the item/s, and they have no defects or faults, you will be required to arrange and pay for the costs of returning them. If you are not able to arrange the return of your item/s, we can collect the goods for you and we reserve the right to charge you the direct cost of collection.**

Single person courier collections from £12.00
2 Person courier collections from £49.00
Barker and Stonehouse 2 person collections from £150

Please note: the type of product and original delivery service will determine the available collection options that will be discussed with you prior to the collection being arranged. This applies to orders placed on our website and telephone orders only.

Please ensure all items are returned boxed and in their original packaging.

It’s a little different for instore orders so be sure to check with your local branch about cancellation and returns at point of sale.

**We're happy to accept returns for mattresses and pillows which are unused and unopened. Unfortunately, for hygiene reasons, we are unable to accept returns for mattresses and pillows which have been opened or used, unless they are found to have a manufacturing defect, or is returnable under the conditions of a supplier’s sleep trial or comfort guarantee offer. As comfort is to personal taste, we recommend that you visit one of our stores to try out any mattress before purchasing online. Please note that it can take a little time for your body to adjust to a new mattress. If you are initially unsatisfied, there are a number of ways to help adjust to your new mattress. For further information, please give us a call or speak to a member of staff in store.

What if the goods are faulty or damaged?

We do everything we can to make sure your order reaches you in pristine condition. If, however, your items arrive damaged or not working, then please let our Customer Services Team know right away on 0333 010 2353 or email aftersales@barkerandstonehouse.co.uk. Please remember that if you’ve requested delivery outside the UK, then we can’t be held responsible for any damage that occurs during third-party shipping.

How about self-assembly furniture?

If you change your mind before you start assembling your furniture, then you can arrange returns in the usual way. As long as everything is undamaged and in its original packaging, you’re good to go. If you’ve assembled or part assembled your furniture, then unfortunately we’re unable to accept it as a return. That’s because any assembly process prevents us from being able to re-sell the furniture to another customer.

What should I do if I have a complaint?

The first thing to do is get in touch with our Customer Services Team on 0333 010 2353 or email aftersales@barkerandstonehouse.co.uk, who’ll do everything they can to sort out the problem. Should you need to go further, then you can go to the Furniture Ombudsman, an independent organisation approved by the government to settle any disputes. As fully registered members, we follow their code of practice, which provides customers with extra protection should things go wrong. You can get in touch at https://www.fhio.org or on 0333 241 3209.