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You will be pleased to know that we have a no quibbles return guarantee. We are sure that you will be pleased with your purchases from However, there may be occasions when you will need to return items to us. Please ensure that for whatever reason you are returning your item, that you contact us first in writing at within 14 days of receipt of your item. It is important to do this so that we are aware of your returning item.

Please ensure that the item is suitable packaged. Ideally in its original wrappings. If the item is returned dirty, used, or the packaging has been split so that the item becomes damaged or soiled on its return to us, then we cannot accept this item and will not sign for it, marking it as return to sender.

The item must be returned to us on a signed for service. For lighter and smaller items, Royal Mail signed for service is ideal. For heavier items up to 15kg per parcel, we do suggest that you use companies such as Myhermes where you do not need an account and can pay for your collection online. Anything heavier than 15kg per parcel, please contact us and we will advise a return method.

Please note that for rugs and carpets, a re-stocking charge will be applied for your refund.

If you have simply changed your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense by a professional courier service using a signed for service so that it can be tracked. Once the item is received at Dixon & Franks we'll issue a full refund for the product (not including the delivery or return charge) via your original payment method whether it was Paypal, Sagepay or if you have paid directly over the telephone using a credit or debit card. We can not reimburse to an alternative form of payment.

Items Damaged in Transit.

If any items were damaged in transit, we ask that you report it to us within 5 working days of receipt of the item. If the items are visibly damaged on receipt or if the packaging is damaged, it's very important to sign the carrier's delivery note accordingly noting the damage. We can not accept a damaged item in transit if you do not do this. Items should be returned in their original packaging complete with all accessories and documentation on a signed for service so that it can be tracked. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival.

If your items are faulty on arrival, you have 5 calendar days from receipt of item, in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. We check all returned items, and if a returned item is found not to be faulty or damaged you will be liable for the return carriage, and this will be taken from your payment prior to refund.

Items Faulty after use.

If any of your purchases develop a fault, and it is between one to two months since your purchase, you may return the items under your own form of transport for our inspection. If it is thought that the item is genuinely faulty then we will replace the item if at all possible, and reimburse you for the delivery cost. If it is felt that the fault is due to general wear and tear, we will not reimburse you for the delivery cost. You can then choose to have the item back, or purchase an alternative.

If you think you have received the wrong item.

If you feel that we have sent out the wrong item, be it size or colour, or design, please contact us in the first instance. We will require an image of the incorrect item or measurements to be sent to us, and if we feel that the item has been wrongly sent out, then we will ask you to return the item. On checking the item, and confirming the error, we will refund you the delivery charge. We will then send out the correct items with a free delivery.

It is important that you retain proof of the delivery along with the charge, and supply us a copy of the receipt for later use. Please ensure that you use a reputable courier and that the delivery is a system where the item has to be signed for. 

On occasion, we may arrange the collection ourselves, but this is only with prior consideration. 

However, if we feel that once we have received the items back, that the item was, in fact, correct, then we reserve the right to charge the customer for that collection, and only refund the cost of the items less the delivery charge. 


We can only refund to the customer using the method of original payment via PayPal or card. We will not and can not refund to an alternative card than that used to make the original payment, or by cheque/postal order or cash.

Please note: We do not accept returns or make refunds on any bespoke item of furniture or soft furnishings unless the products are found to be faulty or unless the company is unable to supply goods upon receipt. We do not accept returns or make refunds on any item purchased from our Clearance, or seconds/shop soiled clearance section. If we place a special order for you from any of our suppliers and you cancel there will be a 25% restocking charge, unless the company is unable to supply goods upon receipt.