Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to make your return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@upstairsdownstairs.ie. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Any accepted returns must be processed by our chosen carrier at the rate they charge, which can vary based on your location/distance from our warehouse. The uplift charge will be deducted from any possible refund due to you.

You can always contact us for any return question at sales@upstairsdownstairs.ie.

Custom Goods
We reserve the right to accept returns on any made-to-order goods. i.e. items where the customer has selected specific fabric colours, wood finishes or sizes. These items have been made specifically to the customers requirements and are deemed non returnable.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. In addition, we cannot give refunds or allow cancellations on items that have been held in storage for you for more than 30 days.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus any uplift charges deducted. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If for any other reason you want to return goods (for example, item isn't a suitable size or colour) then a re-stocking charge will apply. This will vary depending on each particular item/order and a member of our sales team will advise on a case by case basis.