Refund policy

At Number Twenty, we take pride in offering carefully selected, high-quality products designed to stand the test of time. If for any reason you encounter an issue with your order, we’re here to help.

Reporting Damages
If an item arrives damaged, please notify us within 48 hours of delivery. To help us resolve the issue efficiently, we kindly ask that you include clear photographs of the damage. Once received, we will arrange the appropriate next steps to put things right.

Returns of Made-to-Order Items
Many of our furniture pieces are made-to-order, meaning they are crafted specifically for you. For this reason, if you wish to return a made-to-order item for any reason other than damage or fault, a restocking fee of at least 50% will apply to cover production time and material costs. A collection charge of £59 will also be required.

Order Cancellations
If you decide to cancel your order before delivery, this must be done before your order has been fully confirmed and a delivery date agreed. If production has already started, restocking fees will apply, as bespoke frames and finishes may not be suitable for resale or repurposing.

Accessories and Other Returns
Accessory items that are not made-to-order may be returned if they are in their original, unused condition. You will be responsible for the cost of return postage unless the item is faulty or has been sent in error.

To begin a return or cancellation, please email hello@number-twenty.co.uk with your order details and the reason for return. We will provide you with return instructions and the correct return address.

Packaging and Return Conditions
Please ensure any item being returned is repackaged securely using the original packaging wherever possible. Items remain your responsibility until they reach us, so we recommend obtaining proof of postage or using a tracked service.

If items are returned damaged due to insufficient packaging, we may only be able to offer a partial refund or, in some cases, may need to return the item to you.