We want you to be delighted with your purchase, but in the unlikely event that you are not completely satisfied we will replace or refund any item returned to us within 14 days so long as it is unused and returned in its original packaging in a saleable condition.
Please note, we are unable to refund or exchange personalised and bespoke items or earrings for pierced ears unless faulty – this does not affect your statutory rights.
Under Consumer Protection (Distance Selling) Regulations 2000, you have a statutory right to cancel your order within fourteen days of receipt of your goods and receive a full refund, apart from items personalised for you.
If you wish to cancel your order please contact us on 0333 222 5895 immediately and we will endeavour to cancel the order. If your order has already been processed for despatch it may not be possible to prevent item(s) being sent to your address; if goods have already been processed and sent then you will be required to return the item(s) to us using the returns label on the despatch paperwork accordingly.
If you wish to cancel a 2 man delivery furniture order please contact us on 0333 222 5895 immediately and we will endeavour to cancel the order. If cancellation is not within 14 days from placing your order and it is already in transit to you then you may be charged £50.
Please contact us within 7 days of receipt if you have a damaged or faulty item you wish to return.
Please return goods in the usual way (see returns above) or, in the event of furniture faulty goods we will arrange for collection for exchange or refund within 4 weeks from notification.
Please post your parcel which must be suitably wrapped, preferably in its original packaging, and send it to us at:
Downton Abbey At Home,
Unit 5 Pineham Farm,
Please note, we can only process returns which arrive with a completed returns form and after you have telephoned to advise us of the faulty item.
Please note, if we arrange collection for furniture items using our 2 man carrier for goods that are not faulty then we reserve the right to charge £50 collection fee.
Once we have received your product we will process your refund. Please allow 14 days for this to be cleared to your card account.
If you would like to exchange or request a replacement product, please call Customer Services on 0333 222 5895 and we will process your order as usual, so please allow 14 – 30 days for delivery depending on the delivery times specified per product. We will then refund you for your original product once it has been received at our Returns Department.
We have a single charge of £5.95 per order no matter how many items you order or how large the items may be. There are no additional surcharges for delivery.
We will deliver to any UK mainland address, one address per order only and this must be the same as the billing address.
We are sorry but we do not currently deliver to BFPO addresses.
Sorry, we do not currently offer an Express Delivery service.
All items (furniture and non- furniture) require a signature on receipt.
Non-Furniture Deliveries (1 Man Delivery Service)
We aim to deliver all non-furniture items within 14 days. There are some products which are hand crafted, however, which require a longer delivery time – please see individual product information for details. Please note, orders may be despatched from different locations so may not all arrive on the same day.
All non-furniture items may be delivered by our dedicated carrier service between Monday – Friday, 8am – 6pm. You be sent an SMS text or email the day prior to delivery.
Should you wish to change your delivery date, request to leave your parcel with a neighbour, collect it from your local depot or leave in a safe place you may select the appropriate option to make the arrangement by responding to the SMS text or via the email. You will then receive confirmation by SMS text or email accordingly.
On the day of delivery you will receive an SMS text one hour before delivery or an email confirming that “you’re next”. If you are not at home when the delivery is made then a card will be left giving you options for a rescheduled delivery date, to leave your parcel with a neighbour, collect from your local depot or leave it in a safe place.
Please telephone or place your order directly online. If an item is not currently available you will be offered our notification service where we will email you when it becomes available. We are not able to take orders in advance for items which are not in stock. Items in the catalogue or on other marketing materials which are no longer displayed on the website are not available.
Our Customer Services team will be happy to assist with any queries that you may have and can take payment by Debit or Credit card over the telephone. If you order online you may rest assured that payments made are completely secure and safe.
We can also receive written orders by post with payment by cheque but please note we will not process your order until cheques have cleared. Please make cheques payable to S & R Premium Brands Ltd and write your name and address on the reverse. Post cheque with your order (written in block capitals please) to us at:
Downton Abbey At Home,
Unit 5 Pineham Farm,
For personalised items, please complete all details carefully in the personalisation box as shown on the relevant product page, ensuring that you write specifically what you wish to see on the product once the personalisation has been completed. In particular, please take care with any capital letters or punctuation you wish to use. Please also pay particular attention to the number of characters (including spaces) and lines which are available for your personalised product and do not exceed these.
If you are posting your order to us and it includes personalised items, please clearly write all details (exactly as you wish them to be shown on the product) on a separate piece of paper and attach it to your order. Mistakes can not be rectified after the product has been personalised.
Please note, personalised and bespoke items may not be returned to us unless faulty.
We confirm all orders via email immediately. We will also email you to confirm that your order has been despatched and then later to request feedback (review).
Should you not be happy with any aspect of your order or delivery please do contact our Customer Services team or write to us at Downton Abbey At Home, Pineham Farm, Milton Keynes, MK19 7DP as we constantly monitor service levels in order to ensure we maintain the highest possible standards.
Please note: colours shown on screen and in print may vary from actual colours of products. We endeavour to show an accurate reproduction of actual items but images are intended as a guide only, particularly with regard to fabric and gemstone colours. Fabric swatches are available for bespoke coffee table footstools on request.
All descriptions are as accurate as possible but, thanks to the hand crafted nature and natural materials used for of many of our products, there may be slight variations in colour and size from images shown.
All products are offered subject to availability.
Waste Electrical and Electronic Equipment (WEEE) Regulations
On 1 July 2007 the Waste Electrical and Electronic Equipment (WEEE) Regulations were implemented in the UK in order to protect our environment. The regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge.
Along with other retailers, S&R Premium Brands Ltd have joined the Distributor Take-Back Scheme (DTS) which will allow you to deposit your old electrical/electronic items, free of charge, to recycling points set up around the country.
Why should I recycle my old electrical and electronic products?
This is one of the fastest growing waste streams in the UK and our landfill sites are reaching full capacity. Much of this waste can be recycled and the resources recovered to make new consumer goods. We all have a part to play in protecting our environment for future generations.
How can I recycle my old electrical and electronic products?
To find your nearest recycling sites for waste electrical and electronic products contact your local council or visit www.recycle-more.co.uk and type your postcode into the recycling bank locator. You will also find advice and tips on the website about how to recycle waste electrical goods and other household items, making it quick and easy for you to recycle more. Visit www.recycle-more.co.uk to find out where your nearest recycling point is.
How will I know whether the new products I buy can be recycled?
All new electrical and electronic products sold now carry a ‘crossed out wheeled bin’ symbol (shown below) to help you identify which products are recyclable (or should be considered for repair or reuse). You do not have to have purchased new electrical and electronic equipment to be able to recycle your old equipment.
Will SR Premium Brands accept my old electrical and electronic items back?
No, unfortunately SR Premium Brands are unable to accept old appliances back. We do not have a legal obligation to do so and are instead contributing to the funding of an alternative network of recycling points through the Distributor Take Back Scheme. Contact your local council or visit www.recycle-more.co.uk to locate your nearest recycling bank for WEEE.
Please help us to minimise the effect we all have on the environment by recycling your waste electrical and electronic products.
The contents of our website and catalogue pages (including pictures, designs, photographs, text written and other materials) are the copyright trademark of S&R Premium Brands Ltd t/a Downton Abbey At Home. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website or in our catalogue may constitute an infringement of the owners’ rights.
Downton® and Downton Abbey® © 2017 Carnival Film & Television Limited. A Carnival Films/Masterpiece Co-Production. Carnival© 2005 Carnival Film & Television Limited. Masterpiece is a trademark of the WGBH Educational Foundation. All Rights reserved
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