Delivery

Once a sale is confirmed and delivery is selected, the process differs depending on the delivery method chosen.

DPD parcel delivery (smaller items)

• Sellers should package the item securely and aim to dispatch within 2 days of the order being confirmed. Items can be sent by dropping the parcel off at a DPD location or arranging a DPD collection directly.
• Once sent, the seller must confirm dispatch by clicking 'I've delivered this order' on the order page - this allows the buyer to track the delivery and keeps the order moving.
• Sellers are responsible for ensuring items are packaged appropriately and meet DPD's size and weight requirements. Your parcel must weigh under 20kg and have no side longer than 100cm. When fully packaged, the total size (longest side + twice the width + twice the height) must not exceed 230cm.

Van delivery (larger items)

• Once an order is confirmed, both the buyer and seller will need to add their available dates via the order confirmation page. Our logistics partner will then reach out to agree on a date and time slot for collection and delivery.
• All items are collected from the seller's home and delivered directly to the buyer's address. Small items are delivered to the doorstep, while medium and large items include collection from a room of the seller's choice and delivery to a room of the buyer's choice (ground or first floor only). Buyers will receive tracking updates so they know when to expect their item.
• Before the delivery day, both buyers and sellers should ensure the item can fit through all doors, gates, and entryways. If the item isn't accessible, the delivery partner reserves the right to refuse collection - or leave the item at the doorstep if indoor delivery isn't possible.

Confirming receipt
Once the item arrives, buyers are asked to confirm receipt by clicking 'I've received my order' on the order page to complete the order.

Pickup

If you’d rather collect the item yourself, that’s totally fine. Buyers can message the seller directly to arrange a suitable day and time for collection.

Please make sure you bring any help you might need for lifting, especially for heavier items, as sellers aren’t expected to assist with carrying. Also ensure the vehicle you’re using can safely transport the item.

Once you’ve agreed on a time, aim to be punctual and respectful - a smooth handover makes for a better experience on both sides.

Returns

Refurnish is a peer-to-peer marketplace, which means all items are sold directly by individuals - not by Refurnish. For this reason, all sales are final.

Before you buy, we recommend that you:

• Review photos and descriptions carefully
• Ask the seller any questions about condition, size, or functionality
• Double-check measurements to ensure the item suits your space

As with all second-hand purchases, signs of wear or minor imperfections are to be expected and should be considered part of the item’s character.

If your item arrives and is not as described, you may be eligible for a refund through our money-back guarantee.

• Disputes must be submitted within 48 hours of delivery
• If a return is approved, the seller covers return shipping costs

Full details on eligibility, process, and timelines can be found below:

> Money-back guarantee

Not the right fit? Re-list with 50% off fees

If your item arrived as described but just isn’t the right fit, we’ll help you relist it - and reduce our seller fee to 10% to help you recover your costs.

Simply list the item again within 30 days of delivery, and let us know once it sells. We're here to make second-hand shopping feel just as flexible as buying new.