Customer Service

Last updated 5 August 2026

Need help with an order, a delivery or an assembly step? Start here most questions are answered on this page, and there is a direct route to us at the bottom of every section.

Get in Touch

Send us a message through our contact page. We reply within 2 business day, and sooner where we can.

Before you write to us

Having these to hand gets your query resolved in one reply rather than three:

your order number, from your order confirmation email or your order history
photographs, if an item is damaged or a part is faulty — of the item and of the outer carton
the part number from the assembly instructions, if a part is missing

Common Questions

Where is my order?

Orders are packed within 1 to 2 business days, then take 3 to 7 business days to arrive. Your tracking details are in your dispatch email, and every order's status is under Orders in your account. See our Shipping Policy for the full timeline.

My order arrived damaged

Keep the packaging, take photographs of the item and the carton, and tell us within 48 hours of delivery. We will send a replacement part or a replacement item at no cost to you. Details are in our Shipping Policy.

A part is missing from the box

First check your assembly instructions paper and see Parts section to verify that what parts are included in the package. If everything has arrived and a part is genuinely missing, send us the part number from the instructions and we will post it out.

I want to return something

You have 14 days from delivery. The item needs to be unassembled, in its original packaging and complete with its hardware. Our Return Policy explains how to start a return and who pays for collection.

When will I get my refund?

We approve refunds within 3 business days of a returned item reaching us, then your bank takes 5 to 10 business days to post it. See our Refund Policy.

Can I change or cancel my order?

Yes, if it has not been dispatched contact us as soon as possible, since orders are packed within 1 to 2 business days. Once an order has shipped it has to be handled as a return.

What payment methods can I use?

The methods available for your order are shown at checkout. Our Payment Policy covers when you are charged and how your details are protected.

Assembly Help

Every item arrives flat-packed with printed instructions and all the standard hardware needed to build it. If your instructions are missing or part(s) are damaged, contact us with your order number and the product name and we will send a replacement soon as possible.

Please secure tall items such as bookcases, shelving and cupboards to a wall where the instructions call for it, and keep to the weight limits given for each shelf.

Warranty

Westwood furniture carries an 1 Year warranty against manufacturing defects from the date of delivery. What is and is not covered, and how to claim, is set out in our Terms & Conditions.

B2B and Bulk Orders

Fitting out an office, studio or hospitality space? Volume pricing is available on larger orders see our B2B page.