At B&M Online Store, we believe that crafting your perfect home should be a delightful experience from start to finish. Our carefully curated collections of home accessories and furniture are selected with an eye for quality and style, and we’re committed to ensuring your complete satisfaction with every aspect of your shopping journey.

Shipping Information

Order Processing

We take 1-2 business days to process your order before shipping. During this time, we carefully prepare your items to ensure they reach you in perfect condition.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

Standard Shipping
• Carrier: DHL or FedEx
• Cost: £12.95
• Delivery Time: 10-15 days after dispatch

Free Shipping
• Carrier: EMS
• Available for orders over £50
• Delivery Time: 15-25 days after dispatch

Please Note: We ship worldwide, with the exception of some Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.

Payment Methods

We accept the following payment methods for your convenience:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Returns & Exchanges

We understand that sometimes products may not perfectly match your expectations or fit your space as envisioned. Our returns process is designed to be straightforward and customer-focused.

Quick Summary

  • Returns and exchanges accepted within 15 days of delivery
  • Items must be in original condition with tags attached
  • Custom and personalized items cannot be returned

Eligibility Period

You have 15 days from the date you receive your item to initiate a return or exchange request.

Condition Requirements

To be eligible for return or exchange, items must be:

  • In original, unused condition
  • In original packaging with all tags attached
  • Accompanied by the original receipt or order confirmation
  • Free from any damage, stains, or odors

Non-Returnable Items

Due to the nature of certain products, the following items cannot be returned or exchanged:

  • Candles & Diffusers (for hygiene and safety reasons)
  • Customized Curtains & Panels (made to your specifications)
  • Personalized Decorative Items
  • Items marked as “Final Sale”

Return Process – Step by Step

Step 1: Submit Return Request

Contact our customer service team within 15 days of receiving your order using the template below:

Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear B&M Customer Service Team,

I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – Size, Color, Damage, etc.] Preferred Resolution: [Refund/Exchange for [Product Name]] Contact Information: [Your Phone Number]
Thank you for your assistance.

Step 2: Receive Authorization

Within 24 hours (during business days), we’ll email you a Return Authorization Number and shipping instructions.

Step 3: Package and Ship

Securely package the item(s) in original packaging, include the return form, and ship to:

B&M Online Store Returns
74 Park Row
Bristol, GB BS2P 1XS

Step 4: Processing

Once we receive your return, we’ll process it within 3-5 business days.

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after we process your return
  • PayPal Payments: 3-5 business days after we process your return

What’s Refunded

We refund the product cost minus original shipping charges. Return shipping costs are the customer’s responsibility unless the return is due to our error or a damaged item.

Exchange Process

Exchanges follow the same process as returns. Once we receive your returned item, we’ll ship the replacement product. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement at no additional cost to you.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • Our shipping error (wrong item sent)
  • Damage upon arrival
  • Defective product

Need Help?

Our customer service team is here to assist you.

Email: [email protected]
Response Time: Within 24 hours during business days
Address: 74 Park Row, Bristol, GB BS2P 1XS

We appreciate your trust in B&M Online Store and are committed to ensuring your complete satisfaction with every purchase. Your dream home deserves nothing less.