Delivery and returns

Delivery is free on every order, with no minimum spend. The price on the product page is the price you pay. Nothing is added at checkout and nothing is owed on arrival.

How long it takes

Orders arrive within 4 to 8 working days.

That figure covers everything: preparing your order and the time it spends with the carrier. Working days are Monday to Friday, excluding UK public holidays. Orders placed after 4pm, or at a weekend, are treated as placed the next working day.

We deliver to the United Kingdom.

Tracking

Two emails. A confirmation when you pay, and a tracking link when your order is dispatched. From there the carrier will give you a delivery window.

If the tracking email has not arrived within 5 working days, check the folder your email provider hides things in. If it genuinely is not there, write to us with your order number.

Fourteen days to change your mind

If you change your mind, email us within 14 days of receiving your order. Every request needs your order number and clear photographs of the item as you received it, including the packaging. We cannot arrange a return or release a refund without them.

We may ask you to return the item. If we do, we arrange the return and we cover its cost — no postage to pay, no courier to find. Where we ask for it back, it needs to reach us in a resaleable condition, in its original packaging.

We refund to the original payment method within 14 days of receiving it back, or of proof of postage, whichever comes first. No restocking fee.

Items bought at a reduced price have exactly the same rights as items bought at full price.

This is your statutory right under the Consumer Contracts Regulations 2013. The full detail, including our fair use clause, is in our refund policy.

If something arrives damaged

Send us a photograph before you unpack the rest.

In almost every case we will send the part, not a whole new kitchen. It reaches you faster, and it means one damaged hinge does not put an entire piece of furniture in a skip. If you would rather have a refund, say so and you will get one. Where an item is faulty, we cover the cost of returning it — that is your right under the Consumer Rights Act 2015, and you have 30 days from delivery to reject faulty goods outright.

If your order is late

If 8 working days have passed and nothing has arrived, write to us. We will resend it or refund it in full — your choice.

Still stuck

Write to contact@ernestotter.com or call +33 6 37 24 99 47. A person reads it. See our frequently asked questions or the contact page.