Refunds & Exchanges 

We want you to be super excited and happy with every item you receive from us. However, we understand that sometimes you may want to return an item...and that's ok! We completely understand. 

If you aren’t happy with your order you can return it to us in its original condition and packaging within 14 days for an exchange or a refund, excluding original postage costs. If the item has been damaged since it's arrival or the packaging is not in perfect condition you may not be eligible for a full refund. If the item is damaged on arrival you will be entitled to a full refund including the return cost.

Please see below for information on returns:

UK Small homewares or accessories delivered with DPD

For return of any smaller homewares or accessories delivered with local courier, we can provide you with a pre-paid DPD label, at the cost of £7.50 per box, or arrange a DPD collection at the cost of £10.00 per box.

The collection can usually be arranged Monday – Friday between 09:00 – 18:00 and we can usually suggest a 2-hour time slot so let us know your preference if you are requesting a collection. Any returns costs will be deducted from your refund.

Alternatively, customers can return at their own cost, but we’d suggest you use a trackable service and retain proof of postage as we cannot be held responsible for items lost or damaged in transit.

Please complete the returns form included in your package and enclose with your item(s) in their original condition and packaging. Please do not mark the packaging.

As soon as we receive your return, we will process a refund (less any returns cost laid out here) however during busy periods returns can take up to 14 days. You’ll receive an email from us with your refund confirmation as soon as it has been processed. All refunds will be made back to the original payment methods used.

UK Larger furniture items delivered with our one or two-man courier teams

For return of any larger furniture delivered with our two-man courier teams, please contact us here as we will schedule a collection with the same team who delivered your item.

Costs vary per item; this is approximately £65 for a sofa and £45 for an armchair and the customer is responsible for all return shipping costs. Please contact us if you would like to get an exact price for you specific item.

Please complete the returns form included in your package and enclose with your item(s) in their original condition and packaging. Please do not mark the packaging.

As soon as we receive your return, we will process a refund (less any returns cost laid out here) however during busy periods returns can take up to 14 days. You’ll receive an email from us with your refund confirmation as soon as it has been processed. All refunds will be made back to the original payment methods used.

Damaged or faulty items

We do our best to ensure that our products are wrapped sufficiently to arrive in the condition they left us to get to you.

Please ensure you thoroughly check your items for any damage at the point of delivery and let the deliverer know if you are not happy with the quality as you’ll be asked to sign that the delivery has arrived with you in perfect condition.

In the unusual event that your item arrives damaged, please note this on the courier’s documents, and let both us and the courier know. You can email us on hello@flownthecoop.co.uk, please include photos of the damaged or faulty items and we’ll be in touch to resolve this for you as a priority

If you only realise that your item is damaged after delivery, please email our customer service team on hello@flownthecoop.co.uk along with photos of the damaged or faulty items. As soon as we receive your email we will get to work right away and let you know the next steps for a replacement or refund to be arranged.

Please do not return damaged or faulty items without contacting us first as we will be unable to refund any postage costs.