Please note that by placing an order with us, you will be deemed to have read, understood and agreed to our terms and conditions.

We’ve put together a guide on our terms and conditions to cover any order placed with The Dormy House, whether it’s placed online, over the phone or in our showroom – they might change from time to time, in which case you’ll be able to find an updated version on our website. We suggest that take a quick look through it now and then file it in a safe place just in case you have any questions down the line.

Offers and discount codes

Offer discount codes or sale prices cannot be used in conjunction with any other offer or discount codes and do not include delivery costs.

Offer discount codes do not apply to furniture that is made of a bespoke size or colour.

All offers and discount codes are at The Dormy House's sole discretion and are subject to variation or withdrawal without notice.

Discount codes cannot be applied retrospectively. 

Any free delivery offer only applies only to Standard UK mainland delivery.

The legal part

It’s quite important to say that we’re not liable for any indirect losses, such as losses of revenue or profits, which are not reasonably foreseeable when you place your order (except for personal injury or fraud). This also includes any losses caused by us not being able to meet our obligations because of things outside our control. is part of The Dormy House Furniture and Soft Furnishings (UK) Ltd. Our registered office is at The Dormy House, 27 Walworth Business Park, Andover, Hampshire SP10 5LH.


The current trading address for The Dormy House is Unit 3 Glenmore Trade Park, Greenwich Way, Andover, Hampshire, SP10 4EY. You can contact us in writing, by email ( or by phone (01264 365 808) should you have any queries.

These terms fall under English law and the jurisdiction of the English courts.

Your order

When you’re placing an order for any of our furniture, soft furnishings and accessories, we always ask for the full amount to be paid as confirmation of your order, this is because the making starts straight away.

After making the payment you will receive an order confirmation via email, we can post it out to you if you'd prefer. Please check all the details and contact us if you are unsure about any aspect of the order.

Please note that by placing an order with you will be deemed to have read, understood and agreed to our terms and conditions.

Lead times

Our furniture is made to order, bespoke to you, in our Hampshire workshop.  Please rest assured that our production team will be working hard to complete your order as quickly as possible for you. Please see Delivery FAQs for lead times by product type.

Paint finishes

When it comes to painting, in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. 

We always try our best to make sure that the descriptions, images and prices on our website and in our literature are accurate. Sometimes we can’t control this (for instance, computer monitors can affect colour), but if you spot something that you think is amiss, let us know and we’ll try to solve it as soon as possible.

We strongly advise that you request paint samples  prior to ordering to and not rely on the computer screen for colour matching. In the unlikely event, that your furniture arrives and you are not happy with the colour, we can take it back for a re-paint but collection, re-paint and re-delivery costs will apply at your costs. 


Whilst every effort has been made to ensure that colour reproduction is as accurate as possible, slight variations may occur as a result of the photographic process. We always advise customers prior to ordering to request fabric samples to check that the colour and design is suitable.

Please note that fabric quantities quoted are approximate and are based on fabric no less than 137cm wide with little or no pattern repeat. Please contact us for advice if you are in any doubt (pattern repeats and differing fabric widths all have a bearing on how much fabric you will need).

If you have decided to use your own fabric, please mark up with your name and order number and send to our Trading address:

Unit 3 Glenmore Trade Park
Greenwich Way
SP10 4EY

Please note that our production lead time begins on the date that we receive your fabric and order.

If there is any ambiguity about the right side of the fabric, please either mark on the fabric you send in or send us a sample piece, which side of the fabric is to be used. The Dormy House cannot accept liability for inadvertently using the incorrect side. It is the responsibility of the customer to inspect and check their own fabric. Although we do our best to check for any faults in the fabric we cannot accept responsibility if the goods are made up before this comes to light.

We do also offer a collection service for your fabric which costs £15 per parcel. Please contact us to arrange this.

Calico covered furniture is supplied with the understanding that you will be upholstering the piece yourself. It is furniture that is in its ‘uncovered’ state and therefore staples will be visible. We use a flame-retardant calico which is ivory in colour.

Original art

If you buy a work of art online but wish to cancel, please contact us immediately. If the sale has already been processed, you will have to follow the returns procedure.

If you buy artwork online but are not completely satisfied with it on its arrival, we will offer a complete refund providing that:

You notify us within 3 days of its arrival at or by phoning 01264 365 808 so that we can send you a returns label.
The artwork is returned in suitable and secure packaging.
The artwork is returned through a signed courier or tracking service.
The artwork is in its original condition and not damaged. 
The artwork is returned within 14 days.

The buyer is liable for the cost of the return shipping and is responsible for any loss or damage in transit. We advise you to keep all the original packaging.

Once the painting has been received back by the gallery or the artist, the sale will be refunded in full.


We know that life can be busy and waiting in for a delivery can get in the way. That’s why, for any order with our two-man delivery service, we’ll notify you via email one week before we deliver. You’ll also receive a call with a three-hour timeslot two days beforehand.

Whilst our products come in parts, please make doubly sure your order will fit through doorways and tight turns, up staircases and underneath ceilings, and if door frames, windows or bannisters needs to be removed to get it in, that you do this before we arrive. Our delivery team will deliver to your chosen room, but if, on inspection, they judge that an item of furniture may not fit into or through the access space or that they may risk damage to the item or your property, we reserve the right to leave the item in a safe and convenient alternative location.

Please ensure that you provide adequate protection to all floor or floor coverings, remove pictures and ornaments that could possibly be damaged whilst attempting delivery, as, in the unlikely event, we cannot accept any responsible for damage to flooring or other items.

If your pieces are on the smaller side, we’ll deliver them through one of our approved couriers. Usually they are on an overnight service and you’ll be notified by us via email when the product(s) have been dispatched and then provided with a time slot via text and email.

To ensure that your order arrives safely some of our items require self-assembly. We have taken great care to design the products so that the assembly is as quick and easy as possible. There will be a set of instructions and fixings for each product. If anything is unclear, then simply contact us.

While we’ll always do our very best to make sure your order is delivered on the day we say it will be, very rarely unforeseen delays can happen. It goes without saying that we’ll reschedule as soon as possible. Also, it can occasionally take us a bit longer to deliver to remote locations, such as the Scottish Highlands. Sometimes deliveries can be split due to the size and weight of products and therefore may arrive separately, but you won’t be charged extra for this.

Should you be ordering from outside the mainland UK (e.g. Northern Ireland, Channel Islands, Isles of Scilly and Isle of Man), all items will be sent through our carefully selected international delivery partners and unfortunately, we’re not able to offer our 2-man delivery service.  

Cancellations and returns

While we hope that you’ll be thrilled with your order from The Dormy House if you’re not that’s fine too.

You may cancel your order for any reason up to the point of despatch. If you do cancel your order, then you will be refunded in full within 30 days.

We have a no-quibbles returns policy, and we’ll happily take back any piece that isn’t bespoke within 7 days of when it was delivered it, as long as it’s in its original packaging (unless we took this away for you) and without any signs of use. It is also important to note that modular furniture, upholstered furniture and soft furnishings are all bespoke made to your configuration and in your choice of fabric, whether from our collection or your own fabric and these items cannot be returned unless faulty. 

* Our divans and mattresses are a made-to-order product and these cannot be returned unless found to be faulty. 

To arrange a return just call us on 01264 365 808, email or visit our showroom if you’re returning an accessory or smaller item. If you’re returning a piece of furniture that you’d like us to pick up we’ll gladly do this from the address we originally delivered to, please note the delivery and collection costs will be deducted from your refund (costs will vary outside the mainland UK).

Due to their custom nature, including customers own paint choice and customers own fabric, bespoke designs can’t be returned.

Of course, the exception to this is if there are any faults, knocks or bumps to your piece that we’ve caused. We take our delivery service seriously and we design our packaging to make sure that what’s inside is wrapped up safe and tight. We also create all of our pieces using the highest levels of skill and materials. But in the (very) unlikely event that you spot something not quite right, just let us know as soon as you spot the problem along with some photos and we’ll get it sorted. Please note that replacements are prioritised, but that items will take between 5 - 15 working days as everything is made from scratch. 

Customer satisfaction is of the utmost importance to us here at The Dormy House so please contact us as soon as you think you may have a problem.

Rest assured that your statutory rights are unaffected.

Our guarantee

Our MDF products are all made from sustainable forests and support environmentally responsible management of the worlds’ forests.
Aside from what we’ve already mentioned, there are also a few things we can’t cover that we’ve highlighted here:
Damage resulting from normal wear and tear (like dents and scratches)
Colour changes and fastness in textiles and paint (these will naturally change over time depending on storage conditions, natural light, etc.)
If you have any questions we’re just a phone call 01264 365 808 or email

VAT information

All prices quoted are accurate at the time of publication and are quoted in pounds sterling (£) and where appropriate are inclusive of UK sales tax (VAT) at the prevailing rate.

If your order is being despatched to a destination outside the European Union (EU) then your sales tax will be zero. If your order is being sent to a member state of the EU then the selling price will include VAT at the current rate. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them. A delivery charge will be added to your order value where appropriate. Please contact us for a delivery quotation.

Data security

Protecting your data

When you order with us, we ask for information such as your name, e-mail address, contact number, credit/debit card details. All this is necessary to process your request or notify you of acceptance of your order.

Our site uses secure server software to protect your information whenever you place an order or access your account information. This software encrypts all information you input before it is sent to us to minimise the risk of this being intercepted before it is received by us. We also follow a tight security procedure as required under the UK Data Protection Legislation (the Data Protection Act 1998) to protect the information that we store about you from unauthorised access.

All the information we collect via our website or through correspondence with you may be used for the following purposes - dealing with orders and accounts, processing payments, credit reference checking, fraud detection and research.

Access to customer account information is limited to those who need access to the performance of their job and we use full login and password controls on our system.

If for any reason you are unsure about the personal and account information we are holding in your name, please contact us. We will happily review your file and update the records if required. You can call us on 01264 365808 (Monday - Friday 9.00 am to 5.00 pm) or email us on


Our cookies do not contain any personal information about you and are used only to determine your browser and user preferences for our site. This helps us to provide you with the best service and to make it easier when you shop. You can, if you prefer, set up your internet browser to not accept cookies. You will still be able to use our site without having cookies enabled.

Payment security

We recognise that security is a major concern for many of our customers. We have put a very secure system in place so you can feel completely at ease when shopping with us over the internet.

We feel confident that credit card information entered on our site will not be accessed by any unauthorised person or company. Once your order has been transferred to our order processing system all credit card details are removed from the website as an added precaution and our sales order processing system and internal network are protected by the latest proxy technology. This does mean you have to give your card details every time you place an order with us but this minor inconvenience does ensure that it is totally safe to shop at The Dormy House.

Our mailing list and customer opt-in

Making a purchase and/or creating an account with The Dormy House will automatically subscribe you to our customer database. As a member of our database, you will receive our seasonal catalogue, exclusive promotional discounts, previews to new ranges and our latest news via email.

You can unsubscribe from this correspondence by selecting the 'unsubscribe option at the foot of our emails or by contacting

From May 2018 this will change to comply with GDPR guidelines.

The Dormy House will never pass on your personal information to a third party for third party marketing purposes. We respect your privacy and are committed to protecting it.

Spring 2024 Giveaway 

The Dormy House Spring 2024 Giveaway is a free-to-enter, random selection draw with the potential to win one of three fantastic prizes.


The draw will run from Monday, April 8th, 2024, at 10:00 GMT to Monday, April 22nd, 2024, at 23:59 GMT.

How to Enter:

  • Head to our Instagram page, where we have a pinned post detailing the giveaway and the prizes to be won. The following steps must be actioned to be in the draw;
    • follow @thedormyhouse on Instagram
    • like the pinned Giveaway Instagram post (posted on 8th Apil 2024)
    • comment on the same post with the prize you would like to win
  • The winner will be randomly selected from the pool of people who have completed all actions correctly.
  • We will contact the winner by Friday 26th April by message on Instagram – check your spam and keep a look out in your inbox!


There are three prizes to choose from:

The winner can choose one of these three items.

Any customisation over and above the product displayed on the website is at the customer’s cost.

General Terms:

  • Open to residents of Great Britain only.
  • No offer/discount can be used in conjunction with another offer/discount.
  • Discounts will not be accepted on orders retrospectively, and no price adjustments can be made for previous orders.
  • The Promoter accepts no liability for the cancellation of the promotion or any changes made to the terms and conditions.
  • Shipping times will follow the usual timeframes and standard conditions.
  • For non-bespoke items, our standard return and exchange policy applies. Please refer to our Terms & Conditions for detailed information on returns and exchanges. For bespoke items, refunds will be reviewed on an individual basis. Bespoke items are those that have been customised to your specific requirements, including, but not limited to, custom sizes, finishes and materials. Refunds will only be issued if the product is found to be defective or if it does not conform to the agreed-upon specifications. Refunds for bespoke items will not be granted for change of mind or aesthetic preference. Please contact our customer service team to initiate the refund review process for highly bespoke items.
  • Standard terms and conditions apply.

Our customer service team is available to assist you with any questions or concerns. Please contact them via email at or by phone at 01264 365808.

By participating in The Dormy House Spring 2024 Giveaway, you acknowledge and agree to abide by these terms and conditions. We encourage you to review them before taking part. Thank you for choosing The Dormy House for your soft furnishing and interior needs.