Exchange, Refund or Replacement
If you are in any way unsatisfied with your order we will be happy to offer an exchange, refund or replacement on all item(s) returned to us within 30 days of the date of receipt of goods assuming they are in their original, unopened and unused condition. Goods purchased in our Ham Yard Store must be returned to the store, within 30 days of purchase, with proof of purchase. Bespoke items, including Porta Romana lighting are non-refundable unless faulty.
Artists Corner: If returning Artists corner pieces these must be sent on a tracked & signed for service.
Damaged Item(s)
If you receive an item that is damaged or broken then please inform us immediately (shop@firmdale.com), quoting your order number. Please follow the returns process detailed above. Following verification of the damage, we will look to arrange an exchange, refund or replacement depending on your preference.
Returning Goods - Purchased In Store
Goods purchased in our Ham Yard Store must be returned to the store, within 30 days of purchase, with proof of purchase. Bespoke items are non-refundable unless faulty.
Returning Goods - Ecommerce orders
Please email us at shop@firmdale.com, informing us of your order number and the item(s) you wish to return. Bespoke items are non-refundable unless faulty. We will email you to confirm the returns request and issue you with a returns slip to be included with your goods. Place the item(s) you wish to return back in the mailing box, ensuring they are properly protected, and send to our returns team at:
Shop Kit Kemp, Firmdale Village, 4 Ryan Drive, Brentford, TW8 9ZB
We cannot accept liability for items lost in the post so we recommend all returns are sent via recorded mail. Please retain your recorded delivery receipt as proof of postage.
Opened or Used Items
Returned items will be inspected upon receipt. We regret that for reasons of hygiene we will not be able to issue a refund, exchange or replacement on items that have been used, opened (including outer plastic wrapping on boxed items), or where the product seal has been broken.
Incorrect Item(s)
In the rare event that you receive an incorrect item, we will send a courier out to you (usually within 48hrs) to exchange the incorrect item for the correct item. Please Note: Certain addresses and locations may render a courier exchange prohibitive. In all cases, please contact our customer service team (shop@firmdale.com) to discuss how we can best resolve any error.
Please Allow Up to 30 Days
We endeavour to process all returns as quickly as possible, but please allow up to 30 days for busy periods. Refunds will be issued to the original purchasing card.
Cost Of Postage
We regret that we do not issue refunds on the original cost of postage. This does not include returns made on the basis of damaged or incorrect item(s).