DOWNTON HOME FURNISHINGS LTD – TERMS & CONDITIONS OF SALE AND USE

Welcome to Downton Home Furnishings Ltd

These Terms & Conditions of Sale and Use (“Terms”) set out the legal agreement between you (the “Customer,” “User,” or “Visitor”) and Downton Home Furnishings Ltd, (trading as Downton Home Furnishings / Downton Home) a company registered in England and Wales under company number 14979337, with its registered office at 124 City Road, London, United Kingdom, EC1V 2NX(referred to as “we,” “us,” or “our”). Our VAT number is 447 4407 84.

By accessing or using our website, www.downtonhome.com, mobile applications, or any related digital platform (together referred to as the “Site”), or by placing an order for any of our products, you agree to be bound by these Terms and all policies referred to herein — including our Privacy Policy, Returns & Refunds Policy, Delivery Information, and Payments & Promotions.

These Terms govern both:

• Your use of our Site and online services; and
• Any purchase you make from Downton Home Furnishings Ltd, whether directly through the Site, via email correspondence, or by telephone.

By using the Site or placing an order, you confirm that you are at least 18 years of age, have the legal capacity to enter into binding contracts, and have read and understood these Terms in full. If you do not agree with any part of these Terms, you must not access, use, or make purchases through our Site.

We recommend that you print or download a copy of these Terms for your records, as they form a legally binding contract between you and Downton Home Furnishings Ltd.

 

DEFINITIONS

In these Terms:

• “Customer,” “you,” or “your” means any individual using our Site or purchasing from us.
• “We,” “us,” or “our” means Downton Home Furnishings Ltd.
•  “Products” means any goods displayed for sale on our Site.
• “Services” means any features, content, or digital tools offered via our Site.
• “Order” means your request to purchase Products in accordance with these Terms.

WHY ARE THESE TERMS OF USE IMPORTANT?

These Terms of Use, together with all supporting documents and policies referred to within them — including our Privacy Policy, Delivery Information, Payment & Promotions Policy, and Returns & Refunds Policy — form a legally binding agreement (“Agreement”) between you and Downton Home Furnishings Ltd. This Agreement outlines the terms under which you may use our Site, interact with our content, and purchase goods or services. It also ensures that both you (the customer) and we (the retailer) have a clear understanding of our respective rights and responsibilities. Our aim is to provide a transparent, fair, and professional experience that reflects the quality and integrity associated with the Downton Home Furnishings brand.

DO THESE TERMS APPLY TO ME?

Yes, these Terms apply to anyone who accesses, browses, or uses our Site in any way. By using our Site and/or placing an order, you confirm that you have read, understood, and accepted these Terms and any policies incorporated within them. You also confirm that you are at least 18 years of age or are using the Site under the supervision of a parent or legal guardian, that you are legally capable of entering into binding contracts, and that you will comply with all applicable laws when using our Site or Services. When you place an order through our Site, you are making an offer to purchase goods. Your order only becomes legally binding once we send you a written order confirmation by email. Submitting an order form or completing checkout alone does not constitute our acceptance.

WHAT IF I DON’T AGREE TO THESE TERMS?

If you do not agree to these Terms or any of the associated policies such as our Privacy Policy, Delivery Information, or Returns & Refunds Policy, you must not use our Site or place any orders through it. You should also refrain from creating or logging into an account, subscribing to marketing communications, or continuing to browse our Site. If you are under 18 years of age, you must not make purchases or submit personal details without parental consent. Continued use of our Site will be treated as full acceptance of these Terms.

WHAT DO THESE TERMS COVER?

These Terms of Use govern every aspect of your interaction with Downton Home Furnishings Ltd and outline the key principles of how we conduct our business. They ensure transparency, fairness, and compliance with all relevant consumer protection legislation. The Terms cover every part of your journey with us, from browsing our collections to placing an order, receiving delivery, and requesting support. The sections include:

1. Who We Are – Information about Downton Home Furnishings Ltd, including our registration, VAT details, and business identity.
2. Description of Our Services – A full explanation of what we offer through our website, including curated home furnishings, furniture, décor, lighting, accessories, and made-to-order products.
3. Accessing Our Services – How to browse and interact with our Site, including any technical requirements and updates we may make.
4. Creating an Account – How to register, manage, and safeguard your account.
5. Restrictions on Account Use – Rules on appropriate conduct, account security, and misuse prevention.
6. Choosing Products to Order – How our products are described and what to expect in terms of product images, specifications, materials, or finishes.
7. Product Variations and Substitutes – Clarification on possible variations in colour, texture, or availability and our policy for substitute products.
8. Pricing Information, Errors, and Our Price Promise – Details on pricing structure, promotions, discounts, and how we address pricing mistakes.
9. Stock Availability and Delivery Timeframes – How we manage inventory, estimated delivery dates, and what happens if an item becomes unavailable.
10. Made-to-Order Products – Terms that apply to bespoke, custom, or special-order items, including lead times and cancellation limitations.
11. Placing Your Order – Step-by-step process from cart to checkout and what happens once you place your order.
12. Order Acknowledgement and Acceptance – Explanation of when a contract becomes legally binding.
13. Payment & Promotions – Payment methods accepted, promotional terms, and security of transactions.
14. Delivery Information – How and when goods are delivered, available shipping options, and courier procedures.
15. Returns & Refunds – Procedures for returning items and requesting refunds in accordance with UK consumer law.
16. Order Cancellations – How to exercise your statutory right to cancel within 14 days under UK regulations.
17. Our 30-Day Money Back Guarantee – Additional reassurance offering an extended return period beyond statutory rights.
18. Cancellation of Made-to-Order Goods – Specific terms for bespoke or non-returnable products.
19. Deleting Your Account – How to request closure or removal of your customer account in compliance with GDPR.
20. Customer Complaints – How to contact us and how we handle complaints or service issues fairly.
21. Legal Disclaimers, Warranties, and Indemnities – Important limitations of liability and our obligations as a retailer.
22. Offers Featured in Publications – Terms for promotions advertised through printed or third-party media.
23. Competitions and Promotions – Guidelines for participating in any giveaways, prize draws, or promotional events.

These Terms collectively ensure that your experience with Downton Home Furnishings Ltd is secure, transparent, and in full compliance with UK consumer protection legislation. They are designed to protect both you as a customer and us as a business, fostering confidence and clarity at every stage of your purchase journey.

CHANGES TO THESE TERMS

We reserve the right to amend, update, or revise these Terms of Use and any related documents at any time and without prior notice. Updates may be made to reflect changes in our business operations, product range, or legal obligations. It is your responsibility to check this page and its linked policies regularly, as continued use of the Site after any changes constitutes acceptance of the updated Terms. Certain sections may also be superseded by specific notices published elsewhere on our Site, such as promotional or competition terms.

WHO OWNS THE DOWNTON HOME FURNISHINGS WEBSITE?

This website is the official online retail platform of Downton Home Furnishings Ltd (“we”, “us”, or “our”). We operate this Site to offer customers across the UK and internationally access to our carefully curated collections of premium furniture, lighting, décor, and lifestyle accessories. Our company details are as follows:

• Downton Home Furnishings Ltd
  
• Registered in England and Wales
  
• Company Registration Number: 14979337
  
• VAT Registration Number: GB 447 4407 84
  
• Registered Office Address: 124 City Road, London, United Kingdom, EC1V 2NX

All imagery, written content, layouts, graphics, logos, and branding displayed on this Site are the intellectual property of Downton Home Furnishings Ltd (or its licensors) and are protected under UK and international copyright and trademark laws. No material may be copied, reproduced, or distributed without prior written consent.

We are committed to upholding the highest standards of craftsmanship, quality, and customer care. Every aspect of our business — from product selection to order fulfilment — reflects our dedication to design excellence, integrity, and the trust our customers place in us.

 

WHAT SERVICES DOES DOWNTON HOME FURNISHINGS PROVIDE THROUGH THIS SITE?

Downton Home Furnishings Ltd provides a premium online retail experience through our website and digital platforms, offering an extensive collection of luxury home furnishings and lifestyle products. Our Site has been designed to bring exceptional design, craftsmanship, and quality directly to your home, allowing you to browse, select, and purchase items that elevate your interior spaces.

Through our website, you can purchase:

• Furniture for every room, from living and dining to bedroom and office spaces;
• Lighting collections including statement pendants, wall lights, lamps, and chandeliers;
• Home décor and accessories such as mirrors, wall art, sculptures, and ornaments;
• Soft furnishings including cushions, throws, and rugs;
• Outdoor furniture and seasonal collections; and
• Curated lifestyle pieces designed to complement modern and classic interiors alike.

We are continually developing and expanding our product range to bring new and exclusive items to our customers. This may include collaborations with designers, limited-edition collections, and new product categories. From time to time, we may also introduce additional services such as trade accounts, interior design support, or bespoke made-to-order furniture options.

Downton Home Furnishings Ltd reserves the right to modify, expand, or discontinue any part of the Services at any time, with or without notice. Any new or revised services provided through our Site will remain subject to these Terms of Use and all referenced policies.

Our focus is on delivering a seamless, inspiring, and secure online shopping experience that mirrors the high standards and sophistication of our brand.

 

HOW CAN I ACCESS DOWNTONHOMEFURNISHINGS.CO.UK?

You can access our Services in the following ways, depending on how you wish to interact with the Site:

1. As a Guest – You may browse our Site freely, view products, and place orders without creating an account. Guest checkout allows for a quick and convenient purchase experience, although certain features (such as order history or saved wishlists) may not be available.
2. As a Registered Customer – You may choose to create a customer account with us. Registering an account allows you to securely save your delivery details, manage and track orders, build wishlists, and receive updates on new collections, promotions, and special offers.

Throughout these Terms, any reference to “you” or “your” refers to both Guests and Registered Customers collectively, unless otherwise specified.

By accessing or using our Site, whether as a Guest or a Registered Customer, you agree to be bound by these Terms of Use and all policies incorporated within them.

USER-GENERATED CONTENT

Our website may allow you to post reviews, upload images, submit feedback, or otherwise contribute content (“User Content”). By submitting any User Content to Downton Home Furnishings Ltd, you grant us a non-exclusive, worldwide, royalty-free, perpetual, and transferable licence to use, reproduce, display, publish, adapt, or distribute such content across our website, social media channels, marketing materials, and any other platforms operated by us.

You confirm that any User Content you provide:

• Is accurate, lawful, and owned by you;
  
• Does not infringe any intellectual property, privacy, or other rights of any third party;
  
• Is not defamatory, obscene, abusive, discriminatory, or otherwise inappropriate; and
  
• Does not contain any harmful code, viruses, or false statements.

We reserve the right (but not the obligation) to monitor, edit, or remove any User Content at our sole discretion and without notice. You remain solely responsible for the accuracy, legality, and appropriateness of any content you submit.

HOW DO I CREATE AN ACCOUNT?

When placing an order on our website, you will have the option to create a customer account with Downton Home Furnishings Ltd. Creating an account allows you to securely store your details, view your order history, track deliveries, manage returns, and save items to your wishlist for future purchases.

To register, you will be asked to provide accurate and up-to-date personal information including your name, email address, billing and delivery details, and to create a secure password. By creating an account, you confirm that all information provided is true, complete, and current. You agree to update your information promptly if any of your details change to ensure accurate communication and order processing.

You must be 18 years of age or older to register an account and make purchases through our Site. If you are creating an account or placing an order on behalf of a business, partnership, or other commercial entity, you confirm that you have the legal authority and capacity to bind that entity to these Terms of Use.

Downton Home Furnishings Ltd reserves the right to refuse the creation of an account or to suspend or terminate an existing account if any information provided is found to be false, misleading, incomplete, or in breach of these Terms.

 

ARE MY ACCOUNT LOGIN DETAILS SAFE?

You are solely responsible for keeping your account login details — including your email address, username, and password — strictly confidential. You must take all reasonable steps to protect this information and prevent unauthorised access to your account.

By creating an account with Downton Home Furnishings Ltd, you agree that:

• Your login credentials are personal to you and must not be shared with anyone else;
• You are fully responsible for all activity that occurs under your account, whether authorised by you or not; and
• You will notify us immediately if you suspect that your account has been compromised or accessed without your permission.

Downton Home Furnishings Ltd cannot be held liable for any loss, damage, or misuse that results from your failure to keep your account information secure, including the voluntary sharing of passwords or personal details with others, or as a result of theft, hacking, or device compromise.

We take the security of our customers very seriously. If we suspect that your account has been used fraudulently, accessed by an unauthorised person, or otherwise compromised, we reserve the right to suspend, restrict, or permanently terminate access to your account or any part of our Services to protect your personal data and prevent misuse.

For your own safety, we strongly recommend that you:

• Use a strong and unique password that is not used elsewhere;
• Change your password regularly;
• Always log out of your account after use, especially on shared or public devices; and
• Avoid saving your login credentials in browsers or devices accessible to others.

If you believe your account has been accessed without your consent, please contact our Customer Support team immediately at info@downtonhome.com so that we can help secure your account.

Your privacy and online safety are of the utmost importance to us, and we employ robust encryption and data protection measures to ensure your information remains protected at all times when shopping with Downton Home Furnishings Ltd.

 

WHAT INFORMATION DO YOU COLLECT ABOUT ME AND MY ACCOUNT?

We collect and process personal information about you in accordance with our Privacy Policy. By using our website and Services, you agree to such processing and confirm that all data you provide is accurate, current, and complete. You also acknowledge that you are responsible for reviewing and understanding the terms of our Privacy Policy before using our Site.

By continuing to browse our Site, creating an account, or placing an order, you are confirming that you have read, understood, and accepted the terms of our Privacy Policy, including any updates we may make from time to time. We reserve the right to amend our Privacy Policy periodically, and it is your responsibility to check it regularly to remain informed about how we handle your personal data.

We collect only the information necessary to provide you with a smooth and secure shopping experience, process your orders efficiently, and improve our products and services. This may include details such as:

• Your name, contact number, and email address;
• ·Billing and delivery addresses;
• Payment and transaction details (processed securely via trusted payment providers);
• Order history and preferences;
• Account login information; and
• Communication preferences and marketing consents.

All personal information is handled in compliance with the UK Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR). We are committed to protecting your privacy and maintaining the confidentiality and security of your personal data at all times.

Email and Online Safety

Downton Home Furnishings Ltd will never contact you via email or message to ask for your password, payment details, or other personal account information.
If you receive an unsolicited or suspicious email claiming to be from Downton Home Furnishings, asking for login credentials or financial information, please do not respond or click on any links contained within it. Instead, contact us immediately at info@downtonhome.com so that we can verify its authenticity and take appropriate action.

We take the protection of your data extremely seriously and employ secure encryption, firewall protection, and SSL certification to safeguard your information while using our Site. Our systems are monitored and regularly updated to maintain compliance with UK data protection and cybersecurity standards.

For full details on how your personal information is collected, stored, used, and shared, please refer to our Privacy Policy, which forms an integral part of these Terms of Use.

 

WHAT OBLIGATIONS DO I HAVE? ARE THERE ANY RESTRICTIONS ON HOW I USE THE SITE?

By accessing or using our Site, you agree to use it responsibly, lawfully, and only for its intended purpose as a platform to browse, purchase, and engage with products and services offered by Downton Home Furnishings Ltd. Your continued use of the Site constitutes your agreement to comply with all applicable laws, these Terms of Use, and any other rules or guidelines we may publish from time to time.

Your customer account and access to our Site are strictly for personal and domestic use. You may not authorise or allow anyone else to use your account, attempt to access or use another customer’s account without explicit permission, assign, transfer, or sell your account to any other person or entity, or use the Site for any unlawful, fraudulent, or commercial purposes. You are solely responsible for all actions taken under your account, including any content, information, or communication submitted through it, whether by you or anyone else using your login details. You agree that Downton Home Furnishings Ltd shall not be liable for any misuse or unauthorised access resulting from your failure to maintain the confidentiality of your account details.

By placing an order, you warrant that all goods purchased from Downton Home Furnishings Ltd are for your own personal and domestic use and are not intended for resale, distribution, or commercial application of any kind. Our products are designed and supplied for private household use and are not guaranteed for business or commercial environments unless expressly stated otherwise.

If you choose to use any of our products in a commercial, rental, or business setting, it is your responsibility to ensure that you have appropriate insurance cover and that the items are suitable for that use. Downton Home Furnishings Ltd excludes, to the fullest extent permitted by law, all warranties and conditions relating to fitness for a particular business purpose.

Where products are purchased or used in a business capacity, the following conditions apply: our maximum liability to business users for any claim arising out of or in connection with the products shall be limited to the replacement value of the product in question; we do not accept liability for any loss of use, loss of profit, loss of opportunity, or indirect or consequential losses beyond the cost of the item itself; and we do not accept liability for the fitness of goods for business purposes or for loss or damage caused by misuse, improper installation, or use beyond normal domestic conditions.

All users of our Site must ensure that their conduct and activity comply with these Terms of Use at all times. Any attempt to misuse the Site, interfere with its security, manipulate pricing or promotions, or use our content, images, or trademarks without permission will be treated as a breach of these Terms and may result in the suspension or termination of your account, as well as potential legal action.

WEBSITE AVAILABILITY

We aim to ensure that our website is accessible and functions smoothly at all times. However, Downton Home Furnishings Ltd cannot guarantee uninterrupted or error-free operation of the Site.

Occasional maintenance, updates, or technical issues may temporarily affect access to some or all parts of the Site. We will always strive to restore full service as soon as possible but accept no liability for any loss or inconvenience resulting from temporary downtime or restricted availability.

Access to our Site may also be suspended or withdrawn without notice for security reasons, business continuity, or technical improvement.

 

 

 AS A CUSTOMER, WHAT IMPORTANT PROMISES DO I NEED TO MAKE TO DOWNTON HOME FURNISHINGS?

When you visit our website and/or place an order with Downton Home Furnishings Ltd, you make several important promises to us to ensure that your use of our Site is lawful, honest, and in good faith. By using our Services, you warrant and represent that you:

1. Are over 18 years of age and legally capable of entering into binding contracts.
2. Are using a valid payment method (such as a debit or credit card) that belongs to you, and that sufficient funds are available to cover the full cost of the product(s) ordered.
3. Have provided all the information requested to process your order, including accurate billing and delivery details.
4. Have supplied information that is truthful, complete, accurate, and up to date to the best of your knowledge.
5. Will promptly update your personal information if any details change.
6. Will use the Site in full compliance with all applicable laws, rules, and regulations of the country in which you reside and any applicable UK legislation.
7. Are fully responsible for all activity conducted under your account, whether by yourself or anyone else using your login credentials, and that you accept full liability for any misuse that arises as a result.

You further warrant and agree that you will not:

1. Access or use the Site or Services in any jurisdiction or manner where such use is unlawful or in violation of local laws, rules, or customs.
2. Impersonate or misrepresent your identity, affiliation, or connection with any person or entity, including Downton Home Furnishings Ltd.
3. Provide false, misleading, or fraudulent information at any stage, including during registration, checkout, or payment.
4. Interfere with or disrupt the networks or servers connected to our Site, or attempt to interfere with its proper functioning.
5. Attempt to access any data, server, or account that you are not authorised to use.
6. Probe, scan, or test the vulnerability of our systems or attempt to breach our security or authentication measures without permission.
7. Upload, transmit, or distribute any malicious code, virus, or software designed to damage, interrupt, or limit the functionality of our Site, Services, or network.
8. Engage in any activity that overloads or damages our infrastructure, including “flooding,” “spamming,” “mail bombing,” or “crashing” the Site.
9. Attempt to reverse engineer, decompile, or otherwise manipulate the technology or software underlying the Site or its systems.
10. Use the Site or any of its content, imagery, or product listings for resale, reproduction, scraping, or any commercial purpose without prior written consent from Downton Home Furnishings Ltd.

By agreeing to these Terms, you confirm that your use of the Site will be lawful, respectful, and consistent with the standards expected by Downton Home Furnishings Ltd. Any breach of these promises may result in immediate suspension or termination of your account, cancellation of any pending orders, and potential legal action where appropriate.

We take the integrity and security of our business seriously and reserve the right to monitor, investigate, and act upon any misuse or unauthorised access in order to protect our customers, systems, and brand reputation.

 

CHOOSING PRODUCTS TO ORDER

Before submitting an order with Downton Home Furnishings Ltd, please take a moment to review the following important terms relating to product descriptions, specifications, and images. We aim to provide our customers with as much clarity and confidence as possible when purchasing from our online store.

ARE THE PRODUCT IMAGES AND SPECIFICATIONS ACCURATE? WHAT IF THEY ARE NOT?

We take great care to ensure that all product details, descriptions, measurements, and imagery provided on our website are as accurate and informative as possible. However, while every effort is made to ensure precision, some variations may occur. Measurements such as dimensions, capacities, and weights are approximate and provided as a general guide to help you make an informed decision.

The product images featured on our website are for illustrative purposes only. Although we make every reasonable effort to display colours and finishes accurately, we cannot guarantee that your computer monitor, mobile device, or screen will represent these colours with complete precision. Differences in lighting, screen resolution, or material textures may cause slight variations between the product image and the item you receive.

In some instances, manufacturers may make minor changes to product specifications without prior notice — for example, to improve design, performance, or safety. When this happens, we will do our best to inform you and, where necessary, offer a comparable alternative of equal or higher quality and at the same price.

If a substitute product is supplied and you are not satisfied with the replacement, you have the right to reject the substitute and request a full refund. In such cases, you may also be entitled to cancel your order in accordance with your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We are committed to presenting all of our products as clearly and honestly as possible, with detailed descriptions that include materials, dimensions, finishes, and care instructions where applicable. If you require additional information, specifications, or clarification about a particular product before ordering, our Customer Support team will be happy to help. You can contact us by email at info@downtonhome.com.

Please note that made-to-order or custom items are produced specifically for you based on your chosen specifications. For these products, small variations in texture, finish, or shade are often inherent to the manufacturing process and should be expected as part of the item’s unique character.

By placing an order through our website, you acknowledge and accept that minor variations in colour, texture, grain, and finish may occur and that such variations do not constitute defects or grounds for compensation. At Downton Home Furnishings Ltd, we pride ourselves on sourcing high-quality products and materials, and every effort is made to ensure that the item you receive matches your expectations as closely as possible.

 

 

HOW DO I KNOW THE SIZES WILL FIT IN MY HOME?

Before placing an order, it is your responsibility to ensure that the dimensions, access points, and installation space within your home are suitable for the product you wish to purchase. Each product listing on our website includes detailed measurements and specifications, which should be carefully reviewed to confirm that the item will fit comfortably through doorways, hallways, staircases, lifts, and into the desired room or space.

We strongly recommend that you measure all access routes — including doors, corridors, stairways, and turns — before completing your order. It is important to consider not only the size of the product itself but also any packaging that may be used during delivery, as this can increase the overall dimensions.

The product specifications provided on our website are intended to give you the most accurate guidance possible, including key dimensions, materials, and assembly requirements. However, all measurements are approximate and may vary slightly depending on the manufacturing process.

If you have any doubts about whether a product will fit your space, we encourage you to contact our Customer Support team at info@downtonhome.com for further assistance before placing your order. Our team can help clarify measurements or offer advice on access and suitability.

Please note that for ‘Made To Order’ or bespoke items, reviewing product specifications is particularly important. These products are custom-built based on your specific requirements, and once production has started, they cannot usually be cancelled, returned, or modified.

By placing an order with Downton Home Furnishings Ltd, you confirm that you have reviewed all relevant product specifications and that the items you have selected are suitable for your home and accessible for delivery. Any waivers or limitations of liability stated in our product specifications or delivery guidance form part of these Terms of Use.

 

PRICING INFORMATION

HOW ARE PRICES DISPLAYED WHEN I’M ORDERING?

All prices displayed on the Downton Home Furnishings Ltd website are shown in pounds sterling (£ GBP) and are inclusive of VAT, where applicable, at the current UK rate. Prices are for the products only and exclude delivery charges, unless explicitly stated otherwise. Details of applicable delivery fees, including any premium or international delivery options, can be found in our Delivery Policy.

We take great care to ensure that all pricing information on our website is accurate and up to date. However, prices may occasionally change due to factors such as supplier adjustments, material costs, or promotional campaigns. The price you pay for a product will be the price displayed at the time your order is placed, subject to confirmation in your Order Acknowledgement email.

If you use a promotional discount code, voucher, or special offer, it must be entered correctly at checkout before completing your purchase, as discounts cannot be applied retrospectively once an order has been submitted. All promotions and discounts are subject to their own individual terms and conditions and may be withdrawn at any time.

We reserve the right to change prices or correct pricing errors at any time, including after an order has been placed, if an obvious and unmistakable error is identified. In such cases, we will contact you to inform you of the issue before processing your order. You will then have the option to proceed with the corrected price or to cancel the order for a full refund.

Please note that prices displayed online may occasionally differ from those offered in any printed materials or third-party advertising. Where there is a discrepancy, the price shown on our official website — www.downtonhome.com — will always take precedence.

All prices are set with the aim of offering exceptional quality and value consistent with the Downton Home Furnishings brand.

 

WHAT IF THERE’S A MISTAKE WITH THE PRICE AND THERE’S A PRICING ERROR?

While every effort is made to ensure that all prices on the Downton Home Furnishings Ltd website are accurate and up to date, occasional errors may occur due to technical issues, supplier changes, or human oversight. The price you pay will always be the price displayed on the Site at the time your order is received by us, unless a clear pricing error has been identified.

If we discover an error in the price of an item you have ordered, we will notify you as soon as possible after receiving your order. You will then be given the option to:

1. Reconfirm your order at the correct, updated price; or
2. Cancel your order and receive a full refund for any amount already paid.

If we are unable to reach you using the contact details provided, or if you do not respond within a reasonable period, we will treat your order as cancelled. In such cases, any payments made will be refunded to you in full using your original method of payment.

Downton Home Furnishings Ltd reserves the right not to fulfil any order where the product pricing displayed on our website was clearly incorrect at the time of purchase and where a reasonable person would have recognised the displayed price as an obvious error.

In the event that an error is discovered before dispatch, no contract for the sale of the goods will be deemed to exist until the order has been confirmed by us in writing and payment verified at the correct price.

We appreciate your understanding that pricing mistakes can occasionally happen and assure you that such instances are rare. Our team will always contact you promptly to resolve the matter fairly, efficiently, and with full transparency.

 

WHAT IS THE DOWNTON HOME FURNISHINGS PRICE PROMISE?

At Downton Home Furnishings Ltd, we’re committed to offering exceptional products at the best possible price. If you find the same item cheaper from an eligible UK retailer, we’ll beat that price (subject to the conditions below).

Eligibility for a Price Match

To qualify, all of the following must be true:

• The item is identical — same brand, model/SKU, size, material/finish, colour, and configuration.
  
• The item is in stock and available to buy for immediate dispatch from a UK-based retailer’s own website, priced in GBP (£).
  
• The comparison price must be publicly visible and include all costs to your delivery address (item price + VAT + delivery/assembly surcharges). We may request your postcode to verify delivery.
  
• The competitor must be an authorised retailer of the brand (no grey imports).
  
• The competitor price must be a normal selling price (not a pricing error).

How it works

1. Email info@downtonhome.com with:
   – Your full name and delivery postcode
   – A direct product URL to the competitor page
   – A dated screenshot clearly showing the price, availability, and delivery cost
   – The Downton product link you wish to purchase
2. We’ll verify the details. If approved, we’ll issue a single-use discount code that beats the verified delivered price.
3. Use the code at checkout. Codes are typically valid for 24–48 hours and linked to your email/account.

Additional Terms & Conditions

• Requests must be approved before purchase (we cannot apply retrospectively).
• Price Promise applies to new, boxed goods only — not ex-display, refurbished, seconds, customer returns, or clearance stock.
• We match like-for-like service levels: if a competitor price excludes white-glove, room-of-choice, or assembly services that you select with us, the matched price will reflect equivalent service.
• Not valid with any other Downton promotions, bundle offers, voucher codes, loyalty credits, or finance incentives.
• We may limit the number of matches per customer/household and require reasonable proof to verify claims.
• Approval is at our discretion; if we cannot verify the price or stock status within a reasonable time, we may decline the request.

Exclusions & Limitations

The Price Promise does not apply to:

• Marketplaces, auction or membership sites (e.g., Amazon, eBay, Wayfair marketplace, Etsy), outlet stores, trade-only or wholesale pricing.
• Flash sales, timed promotions, clearance/liquidation events, multi-buy bundles, staff/student discounts, or prices achieved via coupon codes not publicly available on the product page.
• International retailers, non-UK websites, grey imports, or prices not inclusive of UK VAT.
• Obvious pricing errors or misprints.
• Bespoke or made-to-order items where specifications differ in any way.

Right to amend

We may refuse a price match that results in an unsustainable loss, and we reserve the right to amend or withdraw the Price Promise at any time. Existing approved codes remain valid until their stated expiry.

To submit a Price Promise request, contact info@downtonhome.com with the details listed above and we’ll take care of the rest.

 

STOCK AVAILABILITY

ARE ALL THE GOODS ON THE SITE IN STOCK AND AVAILABLE?

We operate much like a premium department store. A selection of fast-moving and smaller items is held in our UK warehouse for quick dispatch. Larger pieces — including certain furniture lines, statement lighting, and specialist or curated items — are often sourced to order from our brand partners or made to order, which can extend lead times.

REAL-TIME AVAILABILITY, BACKORDERS AND PRE-ORDERS

Product pages show the best current estimate of stock status and lead time.

• In stock: available for immediate or fast dispatch.
• Low stock: limited quantities; allocation is confirmed only once checkout is completed.
• On order / backorder: incoming stock has been scheduled; we’ll provide the best estimated dispatch window.
• Pre-order / made to order: produced or allocated specifically for you; lead times vary by supplier and finish.

IF AN ITEM IS OUT OF STOCK OR DELAYED

If an item becomes temporarily unavailable after you place your order, we will email you promptly to explain the situation, provide an updated estimated dispatch date, and keep you informed at sensible intervals until your order ships. If the revised timeline doesn’t work for you, you can choose from:

• a new estimated delivery window;
  
• a close alternative (similar style/spec) at the same price;
  
• a split shipment so available items arrive sooner; o
  
•  a full refund to your original payment method.

SEASONAL AND DISCONTINUED LINES

Some collections are seasonal or limited-run. Near season-end or during high-demand periods, selected products may sell out or be withdrawn by the manufacturer. If a product you ordered is discontinued, we will offer a comparable alternative or an immediate full refund.

MULTI-ITEM ORDERS AND SPLIT SHIPMENTS

Where your order contains items with different lead times, we may:

• hold the order and ship together once all items are ready; or
• split the shipment so you receive items as they become available.

We’ll confirm your preference when we update you about lead times. Additional delivery charges won’t apply for splits we initiate.

MADE-TO-ORDER AND BESPOKE LEAD TIMES

For made-to-order items, quoted lead times reflect typical production plus transit. These may vary due to artisan processes, materials availability, or quality checks. Because these pieces are created specifically for you, cancellation options are more limited once production starts (see our Made-to-Order Terms).

ESTIMATES VS. GUARANTEES

All dispatch and delivery dates are good-faith estimates based on supplier information and courier capacity. They are not guaranteed. External factors (for example, customs inspections, severe weather, industrial action, or carrier network issues) can occasionally cause delays. We’ll communicate proactively and work to minimise any impact.

YOUR OPTIONS AND RIGHTS

If we notify you of a material delay before dispatch, you may: accept the new date, request a suitable alternative, ask for a split shipment, or cancel for a full refund. This is in addition to your statutory rights (see Cancellations and Returns & Refunds).

QUESTIONS OR EXTRA DETAIL

If you need a firmer view on stock timing for a specific SKU, contact us at info@downtonhome.com with the product link and your delivery postcode, and we’ll check live supplier and carrier schedules for the most accurate estimate.

MADE-TO-ORDER PRODUCTS – IMPORTANT TERMS

Our range includes many pieces that are made-to-order specifically for you (for example: sofas, armchairs, headboards, benches, ottomans, dining tables, bespoke size rugs, and custom-finish lighting). These items are produced to your selected size, configuration, upholstery, finish, or specification.

What “made-to-order” means for you

• Built for you: Production begins only after we confirm your specification and payment terms.
  
• Lead times: Quoted lead times are good-faith estimates that include manufacturing and transit. They can vary due to supplier capacity, material availability, seasonal demand, quality checks, or shipping/courier constraints.
  
• Materials availability: Fabrics, leathers, woods, marbles, stones, metals and trimmings may occasionally be out of stock or placed on allocation. If this affects your order, we will notify you promptly with revised timings or alternatives.

Approving your specification

• Order summary: We will set out the key details (model/SKU, dimensions, configuration, fabric or leather, leg/trim/finish, stitching or piping, feet style, cushion fill, and any add-ons).
• Your responsibility: Please check all measurements, orientations (e.g., left/right-hand chaise), access requirements, and finish details carefully before approval.
• Changes after approval: Requests to change fabric, size, configuration or finish may reset the lead time and can incur costs if production has begun. Some changes may not be possible once components are cut or ordered.

Cancellations and returns

• Bespoke nature: Because these pieces are made to your chosen specification, they are not eligible for change-of-mind cancellation or return once production has started, except where we agree otherwise at our discretion. This does not affect your statutory rights in the event of the goods being faulty or mis-described.
• Cooling-off period: The usual 14-day cancellation right does not apply to goods “made to your specification” or “clearly personalised.”
• If faults occur: If your item arrives damaged or with a manufacturing defect, notify us within 48 hours of delivery with clear photos of the issue and the packaging. We will arrange repair, replacement, or an appropriate remedy.

Dimensions, access and site readiness

• Measure twice: Check the product dimensions against your property’s access points (doorways, stairwells, lifts, tight turns) and the destination room. Remember packaging increases overall size.
• Delivery pathway: You are responsible for ensuring safe, clear access on the day. If access fails, redelivery, storage or restocking charges may apply.
• Installation requirements: Some items require assembly or wall-fixing; ensure the site is ready (power, safe working area, suitable wall type for fixings).

Natural variations and tolerances

• Upholstery: Shade/texture can vary between dye lots; pile direction and natural characteristics (creases, grain, nap) are normal. Pattern placement may differ on multi-cut panels.
• Timber/stone/ceramics: Grain, knots, veining, pitting, micro-fissures and colour movement are inherent and celebrated features of natural materials, not faults.
• Tolerances: Manufacturing tolerances of approximately ±2–3 cm on large upholstered pieces and ±1–2 cm on case goods are industry-standard.
• Samples: Sample swatches are indicative only and may differ slightly from final production due to batch variation and finishing processes.

Customer’s Own Material (COM), if applicable

• Suitability: You are responsible for confirming that any COM fabric/leather meets required upholstery/flammability standards.
• Overages and flaws: We may request extra meterage for pattern repeats/inspection. Any flaws discovered during cutting will be raised with you for instruction.
• Liability: We cannot accept liability for performance issues inherent to COM (e.g., pilling, dye-bleed, shrinkage).

Payments, title and risk

• Deposits and balances: We may take a non-refundable deposit at order point, with the balance due before delivery.
  
• Title: Ownership passes to you when we receive cleared funds in full.
  
• Risk: Risk transfers on delivery to the address you provide (or to your nominated carrier if you arrange your own collection).

Delivery and acceptance

• Scheduling: We’ll contact you to arrange delivery once your piece passes quality checks and reaches our logistics partner.
• Inspection on arrival: Please inspect before signing. Note any visible damage on the delivery note and photograph the packaging and affected area(s).
• Missed or refused delivery: Charges may apply for redelivery, storage, or failed access where the item matches your order and the delivery has been reasonably attempted.

Delays outside our control

• If a supplier delay or force-majeure event impacts your order, we will keep you updated and offer reasonable options such as a revised date, comparable alternatives, or, where appropriate, cancellation with refund of sums paid for the undelivered item.

Care and maintenance

• Aftercare: Follow the care instructions supplied for your specific materials and finishes (e.g., regular rotation of cushions, avoiding direct heat/sunlight, suitable cleaners). Improper care, use, or third-party treatments may void warranties.

Questions before you order?
If you’d like help confirming dimensions, fabric performance, access routes or lead times before proceeding, email info@downtonhome.com with the product link, your postcode, and any measurements you have. We’re happy to advise to ensure your made-to-order piece is perfect for your space.

CAN I CANCEL OR RETURN A 'MADE TO ORDER' PRODUCT?

When placing an order for a non-standard or Made To Order product with Downton Home Furnishings Ltd, you acknowledge that the item is being manufactured or customised specifically for you — according to your selected specifications, finishes, fabrics, sizes, or configurations. Before confirming your order, it is your responsibility to ensure that all details are correct and that the product is entirely suitable for your intended space and purpose.

By proceeding with your purchase, you are deemed to have reviewed and accepted all relevant details, measurements, and materials, and to have considered any factors that could affect the suitability of the product. Once production has begun, the order enters our manufacturing process and cannot be changed, cancelled, or refunded unless the product is proven to be faulty, damaged, or misdescribed.

If you change your mind after placing your order, please be aware that Made To Order and customised items are excluded from the standard 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We strongly advise that you carefully read and understand our Cancellation Provisions and Returns & Refunds Policy prior to completing your purchase, as they outline the full conditions that apply to bespoke and customised products.

This policy ensures that every Made To Order item is crafted to your exact requirements with the highest attention to detail and that materials and production resources are committed exclusively to your order.

 

HOW DO I PLACE AN ORDER ON THE SITE?

Placing an order with Downton Home Furnishings Ltd is simple, secure, and designed to ensure a smooth and transparent shopping experience from start to finish. The order process follows the steps outlined below:

1. Browse and Select Products
   Begin by browsing our curated collections across furniture, lighting, home décor, and accessories. Once you find an item you wish to purchase, select any relevant options (such as size, colour, finish, or configuration) and add it to your shopping cart. Our website will guide you through each step of the purchasing process clearly and securely.
2. Proceed to Checkout
   When you’re ready to complete your order, navigate to your cart and click “Checkout.” You’ll be prompted to review your selections, confirm delivery details, and choose a payment method. Please double-check all details to ensure accuracy before finalising your order.
3. Confirm Your Order
   To place your order, click the “Confirm Order” button. By doing so, you are submitting a formal offer to purchase the products in your basket in accordance with these Terms of Use.
4. Payment Authorisation
   Your selected payment method (credit/debit card, Klarna, or other accepted method) will be authorised when you confirm your order. This step ensures that funds are available but does not constitute acceptance of your order at this stage. Full payment will be processed once your order is accepted and ready for dispatch. This does not affect your statutory rights.
5. Order Acknowledgement
   After placing your order, you will receive an Order Acknowledgement Email confirming that we have received your order details. This email is a record of what has been submitted through our system, but it is not yet an order confirmation or acceptance. If any information in the acknowledgement appears incorrect, please contact our Customer Support team immediately at info@downtonhome.com.
6. Order Processing
   Your order will be reviewed and processed within 24 working hours (excluding weekends and bank holidays). Our team will verify stock availability, confirm any made-to-order specifications, and prepare your items for dispatch from one of our UK distribution centres or directly from our supplier partners.
7. Dispatch and Delivery
   Once your order has left our warehouse or supplier, you will receive a Dispatch Confirmation Email. This serves as confirmation that your order has been accepted and is on its way to you. Where applicable, your dispatch email will include tracking details so that you can monitor the progress of your delivery with our courier partners.
8. Ownership and Title
   Legal ownership (“title”) of any product you purchase will pass to you upon successful delivery, provided that we have received payment in full for that item. Once delivered, the goods become your responsibility.

We take great care in handling and shipping every order to ensure your items arrive in perfect condition and within the estimated lead times shown on each product page.

If you have any questions about the ordering process, lead times, or delivery arrangements, please contact our team at info@downtonhome.com before placing your order — we’re always happy to assist.

 

PAYMENT & PROMOTIONS

WHAT PAYMENT METHODS ARE ACCEPTED?

Downton Home Furnishings Ltd offers a range of secure and convenient payment methods to make your shopping experience as smooth and flexible as possible. All transactions are processed in pounds sterling (£ GBP) and are handled using trusted, encrypted payment gateways to ensure your personal and financial information remains safe at all times.

You can pay for your order using any of the following methods:

• Debit or Credit Card – We accept all major cards including Visa, Mastercard, Maestro, and American Express.
• Digital Wallets – Apple Pay, Google Pay, and PayPal are accepted for fast and secure checkout.
• Buy Now, Pay Later Options – Flexible finance options may be available through approved third-party providers such as Klarna or Clearpay (subject to eligibility and credit checks). Full terms are displayed at checkout.
• Gift Cards and Promotional Vouchers – If applicable, these can be entered at checkout before payment is confirmed. Please ensure your code is valid, as we are unable to apply discounts retrospectively.
• Bank Transfer (by arrangement) – For larger or trade orders, we may accept direct bank transfers. Please contact us before purchase to arrange this option.

All payments must be made in full at the time of placing your order unless otherwise agreed in writing. We do not accept cash, cheques, or payments over the phone for security reasons.

PAYMENT SECURITY

Your security is our priority. All online payments are processed using SSL encryption and secure payment gateways that comply with PCI-DSS (Payment Card Industry Data Security Standard). Downton Home Furnishings Ltd does not store or have access to your full card details — these are handled exclusively by our trusted payment providers.

PROMOTIONS, DISCOUNTS & VOUCHER CODES

From time to time, Downton Home Furnishings Ltd may run promotional campaigns, seasonal discounts, or offer exclusive voucher codes. These promotions are always time-limited and subject to individual terms and conditions, including:

• Discount codes must be entered at checkout before completing your purchase.
• Only one promotion or discount code can be applied per order unless explicitly stated otherwise
• .Promotional offers cannot be combined, transferred, or redeemed for cash.
• Codes are valid only for use on our website and must be applied before payment is made.
• Some promotions may exclude certain brands, collections, or made-to-order products.
• We reserve the right to withdraw, amend, or refuse promotional codes if they are suspected of misuse or fraud.

If a promotion is linked to your personal account or email address, it may not be shared or transferred. Discount values, expiry dates, and eligibility will always be clearly displayed when the offer is issued.

For full details on available promotions, discounts, and flexible payment options, please refer to our Payment & Promotions Policy or contact us at info@downtonhome.com before completing your purchase.

 

WHAT CURRENCY IS DISPLAYED ON THE SITE? DO YOU INCLUDE TAXES AND CUSTOMS DUTIES?

All prices displayed on the Downton Home Furnishings Ltd website are quoted in pounds sterling (£ GBP). Where applicable, prices are inclusive of UK Value Added Tax (VAT) at the current rate. All orders placed through our website are processed and charged in GBP (£) only.

If you are browsing from outside the United Kingdom, prices may be shown in your local currency for reference purposes only; however, at checkout, the final amount will be displayed and charged in GBP (£). The actual conversion rate and any additional fees applied will depend on your credit card provider, bank, or payment gateway.

Exchange Rates and Foreign Transaction Fees
If you are an international customer, please note that:
• Your bank or credit card provider sets their own exchange rate, which may differ from live market rates.
• They may also apply a small foreign transaction fee or administration charge to your payment.
• Downton Home Furnishings Ltd has no control over these rates or fees, and we recommend that you check with your bank or card provider before making a purchase to understand any potential charges.

Taxes and Duties for International Orders
All orders placed for delivery within the United Kingdom include VAT at the prevailing UK rate. Orders shipped outside the UK may be subject to import taxes, customs duties, or handling fees once the shipment reaches your destination country. These additional charges are not included in our product prices or delivery fees and must be paid by the recipient directly to the local customs or delivery agent before the goods can be released.

Unfortunately, we have no control over these charges, nor can we estimate their cost, as they vary by country, local regulations, and the value of the goods.

We recommend that international customers check with their local customs office before placing an order to understand what duties or taxes may apply. Refusal to pay these charges may result in the goods being returned to us, and any associated costs (including return shipping and handling fees) will be deducted from your refund.

For full information on delivery destinations, lead times, and customs responsibilities, please refer to our Delivery Information Policy, or contact us at info@downtonhome.com for guidance prior to placing your order.

 

DO YOU USE 3D SECURE / VERIFIED BY VISA / MASTERCARD SECURECODE FOR CARD SECURITY?

Yes. At Downton Home Furnishings Ltd, we are committed to providing a safe, secure, and trustworthy shopping experience, and we fully support the industry’s most advanced online payment authentication systems.

Our payment platform is integrated with 3D Secure technology, which includes both Verified by Visa and Mastercard® SecureCode™ (also referred to as Visa Secure and Mastercard Identity Check). These systems provide an extra layer of protection to help prevent unauthorised use of your credit or debit card when shopping online.

Here’s how it works:
• During checkout, you may be redirected to your bank’s 3D Secure page to verify your identity before the transaction is approved.
• Depending on your bank, this may involve entering a password, using a one-time verification code (sent by SMS or through your banking app), or confirming the transaction via biometric authentication such as fingerprint or facial recognition.
• Once authentication is complete, your order will be processed as normal.

This added step helps ensure that your card is being used by you — the authorised cardholder — and greatly reduces the risk of fraud.

Important Information:
• 3D Secure is managed directly by your card-issuing bank. Any issues with verification (for example, forgotten passwords or failed authorisations) should be addressed directly with your bank or card provider.
• Your payment information is transmitted securely using SSL encryption, and we do not store or have access to your full card details. All sensitive payment data is handled exclusively by our trusted, PCI-compliant payment gateway providers.

By supporting 3D Secure, Verified by Visa, and Mastercard SecureCode, Downton Home Furnishings Ltd ensures that your online transactions are protected by the latest standards in card payment security.

THIRD-PARTY PAYMENT PROVIDERS

Payments made through third-party providers such as Klarna, Clearpay, PayPal, or any other external service are processed in accordance with their own terms and conditions and privacy policies.

Downton Home Furnishings Ltd does not control these providers and is not responsible for their actions, decisions, data handling, or service availability. By using a third-party payment method, you agree to be bound by that provider’s terms, including credit agreements, instalment plans, and interest arrangements where applicable.

We recommend reviewing their terms carefully before completing your purchase:

• Klarna’s Terms
• Clearpay’s Terms
• PayPal’s Terms

 

 

I THINK YOU’VE TAKEN THE WRONG AMOUNT FROM MY CARD — WHAT CAN I DO ABOUT THAT?

At Downton Home Furnishings Ltd, we take payment accuracy and transparency very seriously, and we want to ensure any issues are resolved as quickly and fairly as possible.

If you believe that an incorrect amount has been charged to your card or payment account, please contact us immediately so that we can investigate the matter. You can reach us by email at info@downtonhome.com or by telephone using the contact details provided on our website. When getting in touch, please include:
• Your full name and contact information
• Your order number or transaction reference
• A brief explanation of why you believe the charge is incorrect

This information allows us to assess your concern promptly and, if an error is confirmed, arrange for a correction or refund to your original payment method without unnecessary delay.

You agree to give us up to 30 days from the date you first notify us of the issue to investigate and resolve your query. During this time, please do not raise a dispute or chargeback with your bank, card issuer, PayPal, Klarna, or any other payment provider, as doing so can slow down the resolution process.

If, after this period, you are not satisfied with the outcome or we have not resolved the matter, you are entitled to raise a formal dispute through your payment provider in accordance with their procedures.

We handle all payment concerns with care and aim to resolve them quickly and amicably. Our goal is always to maintain accuracy, transparency, and fairness in every transaction.

 DELIVERY

We work hard to ensure that every order from Downton Home Furnishings Ltd reaches you safely, efficiently, and within the estimated delivery timeframe stated at checkout. However, it’s important to understand what happens in the event of missed deliveries or delayed acceptance of goods.

MISSED DELIVERIES

If you are not available to accept your delivery on the confirmed date, our courier or delivery partner will attempt to contact you to rearrange. Missed deliveries where no prior notice has been given may incur a redelivery fee, which must be paid before a new delivery date can be confirmed. This fee covers additional transportation and handling costs charged by our logistics partners.

CANCELLATIONS AFTER DISPATCH

If you choose to cancel an order after it has been dispatched, outbound shipping costs (and any applicable return transport fees) will be deducted from your refund, even if delivery has not yet been attempted. This applies to both standard and premium delivery services.

STORAGE AND DELAYED ACCEPTANCE

If you are unable to take delivery within the confirmed delivery window, we can arrange to store your items temporarily. A storage fee of £15 per week will apply until a new delivery date is scheduled. Storage space is limited, so please contact us as soon as possible if you need to delay your delivery to avoid additional costs.

ADDITIONAL DELIVERY GUIDANCE

• Please ensure that all access points — such as doorways, hallways, stairwells, and lifts — are clear and suitable for delivery.
  
• Larger items may require more than one person for safe handling; if access is difficult, please inform us prior to dispatch.
  
• Once goods have been dispatched, delivery addresses cannot usually be changed.
  
• If your delivery includes multiple items with different lead times, we may deliver them separately at no extra charge, unless you specifically request one combined delivery.

Our goal is always to make delivery as seamless as possible. If you anticipate any issues with access, scheduling, or timing, please contact our team at info@downtonhome.com before dispatch so we can assist in arranging the most suitable delivery plan for you.

RETURNS

Please refer to our Returns Policy for full details on how to return an item, eligibility criteria, refund procedures, and any exclusions that may apply.

I LIVE IN THE UK — WHAT ARE MY STATUTORY CANCELLATION RIGHTS?

If you are a UK consumer, you have certain legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These regulations allow you to cancel most online purchases within 14 days from the day after you receive your goods, without giving a reason.

If you wish to exercise this right, you must notify us in writing within this 14-day period. You can contact our Customer Support team by email at info@downtonhome.com quoting your order number, and we will confirm the next steps.

Where goods have already been dispatched or delivered, you are responsible for returning them to us in accordance with our Returns Policy, which forms part of these Terms and Conditions. Items must be returned unused, in their original packaging, and in a resaleable condition.

Once the goods are received and inspected, we will process your refund using the same payment method you originally used for purchase, excluding any delivery or collection costs where applicable.

Please note:

• Certain products — such as Made To Order, customised, or personalised items — are excluded from statutory cancellation rights once production has begun.
  
• If you cancel after dispatch but before delivery, any outbound shipping and return costs will be deducted from your refund.
  
• If items are returned damaged, incomplete, or not in their original condition, deductions may be made from your refund to reflect the loss in value.

For full guidance on returns, cancellations, and refund procedures, please refer to our Returns & Refunds Policy, which forms an integral part of these Terms of Use.

 

 I DON’T WANT TO HAVE AN ACCOUNT ANYMORE — HOW DO I DELETE IT?

You may request the permanent deletion of your Downton Home Furnishings Ltd customer account at any time, provided that all active orders, returns, or outstanding payments have been fully completed and resolved.

To request account deletion, please contact our Customer Support team at info@downtonhome.com using the email address associated with your account. For security reasons, we may ask you to verify your identity before processing your request. Once confirmed, your account and all associated personal data will be permanently deleted in accordance with our Privacy Policy and data protection obligations under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Please note that once deleted:

• You will no longer be able to access your account, order history, or saved details.
  
• Any unused promotional codes, loyalty rewards, or credit balances linked to your account will be forfeited and cannot be reinstated.
  
• We may retain limited records (for example, transaction or invoice data) for legal, accounting, or regulatory compliance purposes, as required by law.

Downton Home Furnishings Ltd also reserves the right to suspend, restrict, or terminate your access to the Site or any of our Services without notice if:

• You breach these Terms or any related policy;
  
• You fail to make payment for goods or services when due;
  
• We detect misuse, fraud, or unauthorised access; or
  
• It is necessary to protect the integrity or security of our systems, other users, or our business operations.

We further reserve the right, at our sole discretion, to remove your account information or data from our systems and associated records at any time where your account remains inactive for an extended period, or where continued retention is no longer necessary.

If you change your mind after requesting deletion, please contact us as soon as possible — once an account has been permanently removed, recovery may not be possible.

HOW DO I MAKE A COMPLAINT TO DOWNTON HOME FURNISHINGS?

We are genuinely sorry if any aspect of your experience with Downton Home Furnishings Ltd has fallen short of your expectations. Our goal is to ensure every customer receives exceptional products and service, and we take all complaints seriously.

If you wish to make a complaint, please contact us directly, providing full details of your concern so that we can investigate promptly and thoroughly. You can reach our Customer Care team by emailing info@downtonhome.com or by using the contact form on our website.

When submitting your complaint, please include:

• Your full name and contact detail
  
• Your order number (if applicable)
  
• A clear description of the issue or concern
  
• Any supporting evidence such as photos, documents, or correspondence

We aim to respond to all complaints within 72 working hours, although this may take slightly longer during peak periods. Our team will review your complaint carefully and work with you to resolve the issue as fairly and efficiently as possible.

We kindly ask that you allow Downton Home Furnishings Ltd the opportunity to address and resolve your concern internally before escalating the matter to a third party. You agree to give us up to 14 days from your initial notification to provide a resolution.

If, after this time, you feel that your complaint has not been resolved satisfactorily, you may then raise the issue through an external channel such as your payment provider (for chargeback or dispute purposes), consumer review platform, or alternative dispute resolution service.

Our aim is always to resolve matters professionally and amicably, ensuring that every concern is treated with fairness, transparency, and care.

WHAT ABOUT ALL OF THE USUAL LEGAL TERMS — DISCLAIMERS, WARRANTIES, INDEMNITIES ETC.?

At Downton Home Furnishings Ltd, we’ve done our best to make these Terms of Use clear, fair, and easy to understand. However, certain legal provisions are essential — not only to protect us as a business but also to safeguard your rights as a customer. Please take a moment to read this section carefully, as it outlines the limits of our liability, the warranties that apply to your purchases, and your obligations when using our website and services.

GENERAL DISCLAIMER

While we take great care to ensure that all information on our website is accurate, up to date, and complete, we do not guarantee that the content will always be error-free, uninterrupted, or entirely reliable. From time to time, product specifications, pricing, or descriptions may change without notice. We reserve the right to update, modify, or correct any information on our Site at any time, including after an order has been placed, where necessary.

The content of our website is provided for general information only. It should not be relied upon as advice or as a substitute for professional consultation regarding your specific circumstances, such as installation or interior design suitability.

LIMITATION OF LIABILITY

To the fullest extent permitted by law, Downton Home Furnishings Ltd shall not be liable for:

• Any indirect, incidental, or consequential loss or damage, including loss of profits, goodwill, or data, arising out of or in connection with the use of our website, services, or products;
  
• Any inaccuracies or typographical errors in the information presented on our Site;
  
• Delays or failures caused by events beyond our reasonable control, including (but not limited to) strikes, transport delays, supplier shortages, extreme weather, or force majeure events;
  
• Any issues resulting from misuse, neglect, or improper installation of products after delivery.

Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot legally be excluded under UK law.

WARRANTIES

All products are supplied for domestic and consumer use only unless expressly stated otherwise. We do not warrant that items are suitable for commercial or high-traffic environments unless specifically advertised as such. Product warranties vary by manufacturer and product type; where a manufacturer’s warranty applies, it will be detailed in the product documentation or on the product page.

Please note that natural materials (including wood, stone, leather, and fabric) will display inherent variations in colour, grain, or texture. These natural characteristics are not considered faults or defects and do not fall under warranty claims.

INDEMNITY

By using our Site, you agree to indemnify, defend, and hold harmless Downton Home Furnishings Ltd, its directors, employees, and agents from and against any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your breach of these Terms;
  
• Your misuse of our website or intellectual property;
  
• Any violation of applicable law; or
  
• Any claim brought by a third party resulting from your actions or omissions when using our Site or Services.

INTELLECTUAL PROPERTY DISCLAIMER

All content on this website — including text, images, graphics, product descriptions, videos, designs, and logos — is the intellectual property of Downton Home Furnishings Ltd or our licensors. It may not be copied, reproduced, distributed, or used in any form without our prior written consent.

SEVERABILITY
If any part of these Terms is found to be invalid, unlawful, or unenforceable by a competent authority, that provision shall be removed, but the remaining Terms will continue in full force and effect.

GOVERNING LAW & JURISDICTION
These Terms and any disputes or claims arising out of or in connection with them are governed by and construed in accordance with the laws of England and Wales. You agree that the courts of England and Wales shall have exclusive jurisdiction to resolve any disputes relating to these Terms or your use of our website.

We encourage you to contact us directly at info@downtonhome.com with any concerns before pursuing legal or third-party action — we are committed to resolving all matters fairly, transparently, and professionally.

DISCLAIMER OF WARRANTIES

This section applies to the maximum extent permitted by applicable law and forms an essential part of these Terms and Conditions.

At Downton Home Furnishings Ltd, we make every reasonable effort to ensure that the information displayed on our website is accurate, reliable, and up to date. However, we make no warranties or representations, whether express or implied, statutory or otherwise, regarding the content, accuracy, completeness, or availability of our website or Services.

While we take care to maintain a secure and functional website, we do not warrant that:

• The website or any part of it will be uninterrupted, timely, or error-free;
  
• Any defects or inaccuracies will be identified or corrected immediately;
  
• The website, its servers, or any linked systems are free from viruses, malware, or other harmful components; or
  
• The website will always represent the full, uninterrupted functionality or availability of the Services.

We expressly disclaim liability for, and make no warranty, representation, or condition with respect to, the continuous connectivity or availability of our Site and Services. Website performance may occasionally be affected by maintenance, technical issues, or external factors beyond our reasonable control.

Third-Party Content and Information
Any opinions, advice, statements, offers, or other information or content made available through the Services — but not directly produced by Downton Home Furnishings Ltd — are solely those of their respective authors or providers. We do not:

1. Guarantee the accuracy, completeness, or usefulness of any such information; or
2. Endorse, adopt, or accept responsibility for any third-party content, opinion, advice, or statement made available on or through the Services.

You acknowledge that any reliance placed on such third-party content or materials is done at your own discretion and risk. Under no circumstances shall Downton Home Furnishings Ltd be liable for any loss, damage, or injury (direct or indirect) resulting from your reliance on information, opinions, or other content posted, provided, or transmitted by third parties.

Force Majeure (Events Beyond Our Control)
We shall not be held liable for any delay, failure, or non-performance of our obligations under these Terms if such failure is caused — directly or indirectly — by events beyond our reasonable control. These include, but are not limited to:

• Natural disasters, fires, floods, or extreme weather;
  
• Strikes, lockouts, or industrial disputes;
  
• Supplier or manufacturer delays;
  
• Transportation or courier disruptions;
  
• War, terrorism, pandemics, or other national emergencies;
  
• Power outages or communication network failures.

In such cases, our obligations will be suspended for the duration of the event, and we will make every reasonable effort to resume full service as soon as possible.

Order and Payment Security
We take all reasonable precautions to protect the confidentiality and security of your personal information, order details, and payment data. Transactions are processed using secure, encrypted payment systems. However, unless we are proven to have been negligent, Downton Home Furnishings Ltd cannot be held liable for any losses resulting from unauthorised access, interception, or misuse of information provided by you.

By using our Site and Services, you acknowledge and accept that the Internet is not completely secure, and while we use industry-standard safeguards, we cannot guarantee absolute protection against all forms of cyber intrusion or data interception.

This Disclaimer of Warranties does not affect your statutory rights as a consumer, nor does it exclude or limit liability for fraud, fraudulent misrepresentation, or personal injury caused by our negligence.

LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Downton Home Furnishings Ltd and its directors, officers, employees, and agents shall not be liable — whether in contract, tort (including negligence), pre-contract, or other representations (except in cases of fraudulent or negligent misrepresentation) — for any of the following losses or damages arising out of or in connection with these Terms or the use of our website and Services:

1. Economic losses, including (without limitation) loss of revenue, data, profits, contracts, business opportunities, or anticipated savings;
2. Loss of goodwill, brand value, or reputation;
3. Special, indirect, or consequential losses or damages of any kind, even if such losses were foreseeable or if we were advised of their possibility; or
4. Any losses suffered or incurred by you or any third party arising from or in connection with the use of, or inability to use, our Site, Services, or products.

AGGREGATE LIABILITY LIMIT
Our total liability to you for any claim arising out of or in connection with these Terms, your use of our Site, or any purchase made through it (whether in contract, tort, or otherwise) shall in all cases be limited to the greater of:
(i) the total price paid by you for the goods or services in question (if you are a customer), or
(ii) £100 (if you are a guest or non-account visitor).

This limitation of liability reflects a fair balance between your rights as a consumer and our obligations as a retailer, and it is essential to our ability to continue offering our products and Services at fair prices.

EXCLUSIONS AND STATUTORY RIGHTS
Nothing in these Terms shall limit or exclude our liability for:

• Death or personal injury caused by our proven negligence;
  
• Fraud or fraudulent misrepresentation; or
  
• Any other liability which cannot lawfully be excluded or restricted under UK consumer protection law.

Your statutory rights as a consumer remain unaffected by this clause.

NO LIABILITY FOR THIRD-PARTY SERVICES
We are not responsible for any acts, omissions, or failures of third-party service providers (including couriers, payment processors, or manufacturers) beyond our reasonable control, though we will always do our best to assist you in resolving such issues promptly and fairly.

By using our website and Services, you acknowledge that your use is at your own discretion and risk, and that the limitations and exclusions set forth in this clause are a reasonable and necessary allocation of risk between you and Downton Home Furnishings Ltd.

INDEMNITIES

You agree to indemnify, defend, and hold harmless Downton Home Furnishings Ltd, along with its officers, directors, employees, agents, affiliates, partners, and third-party service providers, from and against any and all claims, actions, demands, debts, losses, liabilities, damages, costs, and expenses (including reasonable legal fees and court costs) arising directly or indirectly from:

1. Your use of, or inability to use, our website, Services, or products;
2. Any content, material, information, or data posted, uploaded, or transmitted by you or anyone using your account;
3. Any breach of these Terms of Use by you or anyone using your account;
4. Any infringement or violation of the rights of a third party (including intellectual property, privacy, or contractual rights) caused by your actions or omissions; or
5. Any violation of applicable laws, rules, or regulations by you or anyone acting under your account.

This indemnity applies to all use of your account, including any unauthorised or improper use unless you can demonstrate that such use was fraudulent and beyond your control. You remain responsible for maintaining the confidentiality and security of your login information and for any activity that occurs through your account.

We reserve the right, at our own expense, to assume the exclusive defence and control of any matter otherwise subject to indemnification by you. Should we choose to exercise this right, you agree to provide us with full co-operation and assistance as reasonably required to help us defend the claim or issue.

This clause continues to apply even after the termination of your account or the completion of any transaction with Downton Home Furnishings Ltd, ensuring ongoing protection for both you and us in respect of any liabilities arising from your past use of the Site or Services.

 

OUR INTELLECTUAL PROPERTY RIGHTS

All intellectual property rights in the design, structure, content, and functionality of this website — including but not limited to text, images, graphics, product photographs, artwork, video, sound, logos, icons, page layouts, software, and underlying source code — are owned by Downton Home Furnishings Ltd, or are lawfully licensed to us by our suppliers, designers, or content providers. These materials are protected by copyright, trademark, design right, database right, and other applicable intellectual property laws both in the United Kingdom and internationally.

All rights are reserved.

You may view, download, and print material from our website solely for your own personal, non-commercial use, and only for the purpose of browsing our collections or placing an order with Downton Home Furnishings Ltd. You may store one copy of selected content on a single computer or personal device for reference, provided that you:

• Keep all copyright and proprietary notices intact;
  
• Do not modify, alter, or adapt the material in any way; and
  
• Do not use it for any commercial or public purpose without our prior written consent.

You may not:

• Copy, reproduce, distribute, republish, transmit, or publicly display any part of this website or its contents for commercial gain;
  
• Create derivative works, modify, or incorporate any of our content into another work or publication (digital or print);
  
• Use our trademarks, logos, product photography, or brand imagery without express written authorisation;
  
• Extract or reuse any content, data, or images for commercial or competitive purposes, including through automated scraping or data-mining tools; or
  
• Use our intellectual property in a way that could misrepresent your affiliation with, or endorsement by, Downton Home Furnishings Ltd.

All trademarks, product names, and company names or logos featured on this site are the property of Downton Home Furnishings Ltd or their respective owners. Use of any trade names or trademarks displayed on this website without prior consent may constitute an infringement of the holder’s rights.

If you wish to request permission to use any content from our website, please contact our legal or marketing team at info@downtonhome.com.

Any unauthorised use of our website, its content, or intellectual property may result in civil or criminal liability and legal action being taken.

 

LINKS TO OTHER THIRD-PARTY SITES

Our website may include links to third-party websites, platforms, or resources that are provided solely for your information and convenience. These links are offered to enhance your browsing experience, for example, by directing you to brand partners, manufacturers, service providers, or related design inspiration sources.

Please note that Downton Home Furnishings Ltd has no control over the content, operation, or availability of any third-party sites linked from or to our website. The inclusion of such links does not imply any endorsement, partnership, sponsorship, or approval by us of the operators of those sites, the content they publish, or the services and products they offer.

We accept no responsibility or liability for any loss, damage, or harm that may result from your access to, use of, or reliance upon the content, materials, or products found on any external website. This includes, without limitation, any issues relating to privacy, data protection, accuracy of information, or the delivery of goods or services offered through those sites.

When you leave our website via a third-party link, you do so at your own risk. We strongly advise you to review the terms and conditions, privacy policies, and cookie policies of any third-party sites you visit before engaging with them or providing any personal information.

Downton Home Furnishings Ltd cannot be held responsible for the content or practices of any external sites linked to or from our own, and your use of such sites is entirely at your own discretion.

ASSIGNMENT

You are not permitted to assign, transfer, novate, subcontract, or otherwise deal with any of your rights or obligations under these Terms or this Agreement to any other person, business, or third party without the prior written consent of Downton Home Furnishings Ltd. Any unauthorised attempt to do so will be deemed invalid and of no effect.

However, Downton Home Furnishings Ltd reserves the full right, at its sole discretion and without prior notice to you, to assign, novate, or otherwise transfer any or all of its rights and obligations under these Terms to another entity, business, or successor (for example, in the event of a company restructure, merger, acquisition, or transfer of business operations).

In such circumstances, any reference to “Downton Home Furnishings Ltd,” “we,” “our,” or “us” in these Terms shall automatically be interpreted as referring to the new entity or successor, and your rights and obligations under the Agreement will remain fully valid and enforceable.

This clause ensures that our business operations can continue seamlessly while maintaining full protection of your consumer rights under UK law.

ENTIRE AGREEMENT

These Terms of Use, together with all policies, pages, and documents referenced or linked throughout our website and Services — including our Privacy Policy, Delivery Information, Returns & Refunds Policy, and Payment & Promotions Policy — form the entire agreement between Downton Home Furnishings Ltd (“we”, “us”, “our”) and you, the customer or visitor (“you”, “your”).

This Agreement governs your access to and use of our website, products, and services, and it supersedes and replaces any and all prior understandings, discussions, representations, or agreements between us — whether oral or written — relating to the same subject matter.

No other terms, conditions, or communications shall be deemed to form part of this Agreement unless expressly accepted in writing by Downton Home Furnishings Ltd.

If any provision of this Agreement is found by a court or competent authority to be illegal, invalid, or unenforceable, that provision shall be severed from the Agreement and shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect.

This clause ensures that the rights and obligations established between you and Downton Home Furnishings Ltd remain clear, complete, and binding, forming the sole and entire understanding between both parties in connection with the use of our Site and Services.

JURISDICTION AND APPLICABLE LAW

These Terms of Use, together with all policies and documents referenced within them, are governed by and construed in accordance with the laws of England and Wales.

By accessing or using the Downton Home Furnishings Ltd website or Services, you agree that any dispute, controversy, or claim arising out of or in connection with these Terms, our Site, or any transaction between you and us shall be subject to the exclusive jurisdiction of the courts of England and Wales.

This means that any legal proceedings or claims relating to the interpretation, enforcement, or breach of these Terms must be brought before the English courts, and both parties hereby irrevocably submit to that jurisdiction.

Nothing in this clause limits your statutory rights as a consumer under the laws of the United Kingdom, including any rights to bring proceedings in the jurisdiction in which you reside if required by applicable consumer protection legislation.

This provision ensures that both you and Downton Home Furnishings Ltd have a clear and fair legal framework under which all matters relating to your use of our Site and Services will be resolved.

CLASS ACTION WAIVER

By agreeing to these Terms of Use, you acknowledge and agree that any dispute, claim, or controversy arising out of or relating to your use of the Downton Home Furnishings Ltd website, products, or services shall be resolved on an individual basis.

Neither you nor any other person shall have the right to:

• Join, consolidate, or combine your claim(s) with those of other customers or parties
  
•  Bring or participate in any claim or legal proceeding as part of a class action, collective action, or representative action; o
  
• Act in the capacity of a private attorney general or on behalf of any other person or group in connection with any such dispute.

All disputes must be brought and resolved individually, and only in your own capacity as a customer or user of Downton Home Furnishings Ltd.

By accepting these Terms, you expressly waive your right to participate in any class, group, or representative action against Downton Home Furnishings Ltd, its directors, officers, employees, or affiliates.

This clause ensures that disputes are handled fairly, efficiently, and consistently under the laws and jurisdiction of England and Wales, as set out in the preceding section.

 

PRE-ORDER

By placing a pre-order with Downton Home Furnishings Ltd, you agree to the following terms and conditions, which apply in addition to our standard Terms of Use and Policies. Please read them carefully before completing your purchase.

A pre-order refers to an advance purchase made for a product that is not yet in stock or available for immediate dispatch, but is scheduled to arrive at a later date. Pre-orders allow you to secure high-demand or limited-edition items ahead of general release.

1. PAYMENT AND ORDER CONFIRMATION
When placing a pre-order, full payment (or any agreed deposit) is required at the time of purchase to reserve the item. This secures your allocation from the incoming stock. An order confirmation email will be issued once your pre-order has been successfully placed.

2. ESTIMATED DELIVERY DATES
Estimated delivery dates for pre-order items are provided as a guide only and are based on information received from our suppliers or manufacturers. These dates may be subject to change due to production schedules, shipping delays, or other factors beyond our control.
If any significant delay occurs, we will notify you as soon as possible with an updated estimated delivery date.

3. CANCELLATION POLICY
You may cancel a pre-order at any time prior to dispatch for a full refund, unless the item is made-to-order or customised to your specifications.
Once a pre-order item has been dispatched, our standard Returns & Refunds Policy will apply.

4. PRODUCT AVAILABILITY
While we make every effort to fulfil all pre-orders, in rare cases supplier shortages or discontinued items may prevent us from delivering your chosen product. In such cases, we will contact you promptly to offer either:
• A suitable alternative product of similar quality and value; or
• A full refund to your original payment method.

5. PRICE CHANGES
Prices for pre-order items are confirmed at the time of purchase. Should the retail price increase before the product arrives, you will not be charged any additional amount. If the retail price decreases before dispatch, we may, at our discretion, honour the lower price.

6. DISPATCH AND DELIVERY
When your pre-ordered item arrives in stock, you will receive a dispatch confirmation email with full tracking details. Delivery will then proceed in line with our Delivery Policy.

7. COMBINED ORDERS
If you purchase both in-stock and pre-order items within the same transaction, we may ship the available items immediately and the pre-order item once it arrives. Alternatively, we may hold the entire order for one consolidated shipment — you will be notified if this applies.

8. STATUTORY RIGHTS
Your statutory consumer rights under UK law remain unaffected by these terms.

By placing a pre-order with Downton Home Furnishings Ltd, you confirm that you have read, understood, and accepted these Pre-Order Terms and Conditions in full.

1. PRE-ORDER POLICY

A pre-order allows you to reserve and purchase a product from Downton Home Furnishings Ltd before it becomes officially available or is released for general sale. This service ensures that you can secure in-demand, limited-edition, or new collection items ahead of their arrival into stock.

ESTIMATED AVAILABILITY AND SHIPPING DATES
Estimated dates for stock arrival and dispatch are displayed on each product page under the “Delivery Information” tab. These dates are provided in good faith based on the latest information from our suppliers and logistics partners; however, they are estimates only and may be subject to change without notice.

Delays may occur due to factors such as:

• Manufacturing or supplier scheduling
  
• Quality control processes;
  
• Global shipping or customs delays; or
  
• Unforeseen supply chain disruptions.

In the event of a delay, we will notify you as soon as possible and provide an updated estimated dispatch or delivery date. While we make every effort to meet the published timescales, Downton Home Furnishings Ltd cannot guarantee exact arrival or delivery dates for pre-order items.

Your order remains active until the item is ready for dispatch, and you will be updated at every stage of the process, including when your pre-order moves into production, shipment, and final delivery scheduling.

2. PAYMENT TERMS

To secure your pre-order with Downton Home Furnishings Ltd, full payment of the item’s retail price is required at the time the pre-order is placed. This payment confirms your reservation and ensures that stock is allocated to you once it becomes available.

By placing a pre-order, you expressly authorise Downton Home Furnishings Ltd to charge your designated payment method immediately for the total purchase amount, including any applicable delivery fees and taxes.

All payments are processed securely in pounds sterling (£ GBP) using trusted, encrypted payment gateways that comply with PCI-DSS security standards. Your card details are handled exclusively by our payment provider and are not stored or accessible by Downton Home Furnishings Ltd.

Please note:

• Pre-order payments are taken upfront to guarantee your item, as production or allocation often begins immediately upon confirmation.
  
• If, for any reason, we are unable to fulfil your pre-order (for example, due to supplier shortages or discontinuation), you will receive a full refund to your original payment method.
  
• Pre-order payments do not accrue interest or hold any investment value.

For customers using third-party payment providers (such as Klarna, PayPal, or Clearpay), the transaction will be subject to the provider’s individual terms and conditions, including how and when your payments are collected.

Your statutory rights remain unaffected.

 

3. ORDER CONFIRMATION AND UPDATES

Once you have successfully completed your pre-order with Downton Home Furnishings Ltd, you will receive an Order Confirmation Email acknowledging that we have received your order and payment. This confirmation will include key details such as:

• The product(s) you have pre-ordered;
  
• The total amount paid;
  
• Your order reference number; and
  
• The estimated delivery or availability timeframe (as displayed on the product page at the time of purchase).

Please note that this confirmation email serves as acknowledgement of your order, not as a guarantee of immediate dispatch, since pre-order items are not yet in stock.

You will continue to receive email updates throughout the process, including:

• Notifications if there are any changes or delays to the expected delivery date;
  
• Updates when your item has arrived in our warehouse or is ready for dispatch; and
  
• A Dispatch Confirmation Email once your pre-order has been shipped, which will include courier tracking details where available.

We understand that waiting for a pre-ordered item can be exciting, so our team will make every effort to keep you informed at every stage of your order’s progress until it reaches your door.

 

4. SHIPPING AND DELIVERY

Once your pre-order item becomes available and is ready for dispatch, it will be shipped directly to the delivery address provided at the time of placing your pre-order. Please ensure that your contact details and delivery information are accurate, as amendments to an address may not be possible once the dispatch process has begun.

Estimated shipping and delivery times for pre-order items are provided as a guide only and are based on the latest information from our suppliers and delivery partners. These estimates are not guaranteed and may be subject to change due to factors beyond our reasonable control, including but not limited to:

• Manufacturing or production delays;
  
• International shipping or customs clearance issues;
  
• Port congestion or transport disruption;
  
• Supplier shortages or quality control delays; and
  
• Seasonal demand fluctuations or extreme weather conditions.

If any delay occurs, Downton Home Furnishings Ltd will notify you promptly via email with an updated estimated delivery window. We continuously monitor all pre-order shipments and will keep you informed throughout the process to ensure transparency and peace of mind.

Once dispatched, your item will be delivered in line with our standard Delivery Policy, and you will receive a Dispatch Confirmation Email containing full tracking information (where available).

We take great care to ensure that your order reaches you in perfect condition and within a reasonable timeframe, but by placing a pre-order, you acknowledge that delivery schedules are estimates only and may vary from the original timeframe provided.

5. CHANGES TO PRE-ORDER AVAILABILITY

Downton Home Furnishings Ltd reserves the right to amend, delay, or cancel any pre-order for any reason, whether due to circumstances within or beyond our control. These reasons may include, but are not limited to:

• Production or manufacturing delays;
  
• Supplier shortages or discontinuation of the product;
  
• Quality control issues identified prior to dispatch;
  
• Errors or inaccuracies in product listings or pricing;
  
• Unexpected changes in import, material, or shipping costs; or
  
• Problems processing or verifying your payment method.

In the rare event that we are unable to fulfil your pre-order, we will notify you promptly by email and offer one of the following options:

• A full refund of any amount you have already paid;
• The opportunity to select an alternative product of equal or greater value (with any price difference handled accordingly); or
  
• The option to keep your pre-order active if a revised delivery timeframe has been confirmed with our supplier.

If your pre-order is cancelled before production or dispatch, your payment will be refunded in full to your original payment method within 5–10 working days, depending on your bank or payment provider’s processing times.

Downton Home Furnishings Ltd cannot be held liable for any indirect loss, disappointment, or inconvenience caused by the modification, delay, or cancellation of a pre-order. However, we will always act in good faith and aim to provide clear communication and fair resolution in every case.

6. AGREEMENT TO TERMS

By placing a pre-order with Downton Home Furnishings Ltd, you confirm that you have read, understood, and agreed to these Pre-Order Terms and Conditions in full. These terms operate alongside our general Terms of Use, Returns & Refunds Policy, and Delivery Information, all of which together govern your purchase and relationship with us.

We may update or amend these Pre-Order Terms from time to time to reflect operational, legal, or regulatory changes, or to improve clarity and fairness. Any such updates will take effect immediately upon publication on our website. It is your responsibility to review these terms periodically to stay informed of any changes that may affect your pre-order or future transactions.

By continuing with your pre-order after any such updates, you are deemed to have accepted the revised terms in full.

If you have any questions, concerns, or require clarification about these Pre-Order Terms, please contact our Customer Services Team at info@downtonhome.com. We are always happy to assist and ensure you have complete confidence when shopping with Downton Home Furnishings Ltd.

PROMOTIONAL CODES AND DISCOUNT CODES

For full details on how to use promotional and discount codes, please refer to our Payments & Promotions section. There you will find complete information on eligibility, exclusions, validity periods, and the correct way to apply discount codes during checkout.

 

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GENERAL COMPETITION TERMS & CONDITIONS

By entering any competition hosted by Downton Home Furnishings Ltd via our website or official social media channels, you agree to the following terms and conditions unless otherwise stated in the individual competition rules.

1. Entry Deadlines – All entries must be received by the closing date specified in the competition announcement. Entries received after this date will not be included.

2. Eligibility – Entries that are incomplete, inaccurate, or do not meet the stated entry requirements will be disqualified.

3. Publicity Consent – By entering, all participants agree to take part in any reasonable promotional activity, including the use of their name, photograph, or social media handle for marketing and publicity purposes.

4. Prize Conditions – All prizes are non-transferable and cannot be exchanged for cash or alternative products, unless explicitly stated otherwise.

5. No Cash Alternative – There is no cash alternative to the stated prize. Substitutions will only be made at our discretion in cases where the prize becomes unavailable.

6. Non-Substitutable Prizes – Alternative products will not be offered in place of the advertised prize.

7. Right to Amend or Cancel – Downton Home Furnishings Ltd reserves the right to cancel, modify, or suspend any competition (including amending its terms or prizes) if deemed necessary due to circumstances beyond our reasonable control.

8. Eligibility Restrictions – Employees of Downton Home Furnishings Ltd, its suppliers, and associated third-party partners, as well as their immediate family members, are not eligible to participate or win.

9. Accuracy of Information – All information submitted by entrants must be true, accurate, and relate directly to the entrant. Any false or misleading entry will be declared void.

10. Residency Requirement – Unless otherwise specified, competitions are open to UK residents aged 18 or over.

11. Winner Selection – Winners will be selected at random (unless otherwise stated) from all valid entries received. All decisions made by Downton Home Furnishings Ltd are final, and no correspondence will be entered into.

12. Winner Notification – Winners will be notified using the contact details provided at entry (e.g., email, social media message). Failure to respond within the stated timeframe will result in the prize being forfeited.

13. Prize Claim Period – Winners must claim their prize within 7 days of being notified. If a winner does not respond within this period, another winner may be selected at random.

14. Replacement of Winners – If the selected winner cannot be reached, declines the prize, or is found to be ineligible, Downton Home Furnishings Ltd reserves the right to choose an alternative winner.

By participating, entrants confirm that they understand and agree to these terms. For any questions regarding competition entries or prize fulfilment, please contact our Customer Service Team.

 

PRIVACY AND COOKIES

Your privacy is very important to us. We process all personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For full details on how we collect, store, and use your information, please read our Privacy Policy.

We also use cookies and similar technologies to enhance your browsing experience, analyse website traffic, and personalise content. By continuing to use our website, you consent to our use of cookies in accordance with our Cookie Policy.

 

SEVERABILITY

If any provision or part of these Terms & Conditions is found to be unlawful, void, or unenforceable by a court or competent authority, that specific provision shall be deemed removed from the Terms. The remaining provisions shall continue to be valid, binding, and enforceable to the fullest extent permitted by law.

NO WAIVER

Any failure or delay by Downton Home Furnishings Ltd to exercise or enforce any right, power, or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver of any breach of these Terms shall not be deemed a waiver of any subsequent breach or default.

CONTACT US

If you have any questions about these Terms & Conditions, your order, or any aspect of our service, please contact our Customer Care team.

Downton Home Furnishings Ltd
Trading As: Downton Home Furnishings / Downton Home
Registered Office: 124 City Road, London, United Kingdom, EC1V 2NX
Company Number: 14979337
VAT Number: 447 4407 84
Email: info@downtonhome.com
Website: www.downtonhome.com
Customer Support Hours: Monday – Friday, 9:00am – 5:00pm (excluding UK Bank Holidays)

Our team is available to assist with enquiries regarding products, deliveries, returns, promotions, or any of the terms set out in this document.

 

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COPYRIGHT NOTICE

Downton Home Furnishings Ltd (trading as Downton Home Furnishings / Downton Home) is registered in England & Wales (Company No. 14979337).
VAT No. 447 4407 84.
All rights reserved © 2025 Downton Home Furnishings Ltd.