At FRF, we want returns and claims to be as simple and fair as possible. The information below explains your rights and our process for returns, refunds, and courier claims (loss, damage or non-delivery).
Returns
Return window:
- Standard customer returns: 14 days from delivery.
- Sample items: 7-day review window.
- Made-to-order, bespoke and certain business purchases are usually excluded.
How to request a return:
- Contact sales@frontrowfurniture.co.uk or call us on 0207 118 0418 with your order number. We’ll confirm eligibility and any next steps.
- If we need more information, we’ll ask for photos or other evidence.
- Returned goods go into quarantine for inspection. We’ll confirm the outcome and any refund or credit once that inspection is complete.
- Refunds go to the original payment method where possible (times may vary by bank/card issuer). We do not normally refund before the item is inspected unless agreed in advance.
Courier Claims
If an item is lost, missing or has been damaged in transit we will investigate and, where appropriate, file a claim with the courier.
- Check the shipment as soon as it arrives and contact us immediately at sales@frontrowfurniture.co.uk or call us on 0207 118 0418 if you notice any issues, ideally within three business days.
- Prepare the evidence required for a courier claim, including the completed courier claim form, the sales invoice, photos, and proof of delivery (POD).
- Once all the necessary documents have been gathered, we will submit the claim to the courier. We will keep you updated on its progress and any outcome. If the claim is accepted, we will issue the appropriate credit note or refund to complete the payment.