Shipping policy

Last updated: 08/12/2025

At The Bali Concept, every order is handled with care and intention. We believe clarity is part of a premium experience. Below you’ll find everything you need to know about our delivery, returns, and how we resolve any issues.

 

Delivery

We deliver across the UK using specialist furniture couriers for larger items and trusted parcel carriers for smaller homeware.

Delivery times vary depending on the item ordered and are shown on each product page and at checkout. Where delivery is included in the product price, this will be clearly stated.

Once your order is ready for dispatch, you will receive a confirmation email with delivery details. For larger items, delivery is arranged to the nearest accessible ground-floor entrance as standard. Room-of-choice delivery may be available by request and may incur an additional charge.

 

30-Day Returns Window

We accept returns on most items within 30 days of delivery.

To remain eligible for return:

  • Items must be unused, undamaged, and in their original packaging
  • Returns must be initiated within 30 days of delivery
  • Proof of purchase is required

You are welcome to carefully open your item to inspect it in person. However, this is for viewing only and the item must not be used, installed, sat on, or placed into service for any period of time. To remain eligible for return, the item must be repackaged exactly as received in its original protective packaging. We strongly advise you to keep all boxes, inserts, and protective materials until you are certain you are keeping your piece.

Once a return is approved and the item is safely received back, a refund will be issued in line with the terms below.

 

Made-to-Order & Custom Pieces

All made-to-order and custom items are non-returnable and non-refundable, as they are created specifically for you.

This does not affect your statutory rights if an item is proven to be faulty or not as described.

 

Change of Mind Returns

If you choose to return an item due to a change of mind:

  • Return shipping costs are the responsibility of the customer
  • The full return cost will be clearly communicated and agreed before any collection or return label is issued
  • We will arrange the return process to ensure the item is handled correctly
  • Smaller items are returned via a local parcel shop using a label we provide
  • Larger items will be collected by a specialist courier

If your original order included a separate delivery charge, this is not refundable on change-of-mind returns.

Refunds are issued only once the returned item has been received and fully inspected. Items returned without original packaging, with signs of use, or with damage may be refused or subject to a deduction.

 

Faulty or Damaged Items

If your item arrives damaged or faulty, you must notify us within 48 hours of delivery with clear photos of both the issue and the external packaging.

Where a genuine fault or transit damage is confirmed:

  • We will arrange and cover return shipping where required
  • A full refund or replacement will be offered
  • Any original delivery charges will also be refunded

We reserve the right to decline claims submitted outside the 48-hour reporting window.

 

Refund Processing

Once a return is approved and received:

  • Refunds are issued to the original payment method
  • Please allow 5 to 10 working days for funds to appear, depending on your bank

 

Refused & Failed Deliveries

If delivery is refused, missed, or fails due to incorrect delivery information, inaccessible properties, or unavailability at the agreed delivery time, any redelivery, storage, or return-to-sender costs incurred will be deducted from your refund.

 

How to Start a Return

Returns are initiated online through your customer account.

To begin:

Log into your account using the email address used at checkout, select the order you wish to return, and follow the return instructions provided.

Alternatively, you can contact us at:

contact@thebaliconcept.co.uk

Please include your order number and the item(s) you wish to return.

 

Discretion & Abuse Protection

We reserve the right to refuse returns that show signs of wear, damage, misuse, installation, or repeated abuse of our returns process.