Returns and Refunds

If the product you have received is faulty, please contact us so we can advise as to the best course of action.

If for any reason you are not satisfied with your purchase, you may return it to us within fourteen (14) days of receipt in an unused condition for a full refund or exchange. When returning the products to us for refund or exchange, you must pay for the appropriate postage costs.

If you wish to exchange or return any product then please send the product back with a copy of your invoice and a description of the reason for return through the post to:

Upstairs Downstairs
3 Pier Street
Sandown - Isle of Wight - PO36 8JR

Please wrap products securely, fix the returns label safely to the parcel and attach appropriate postage. Please remember to include your invoice and give the reason for return and any additional requirements. Upstairs Downstairs advises that returns are sent recorded delivery via registered mail or courier, as Upstairs Downstairs will not accept liability for lost returns.

The product you return will then be checked and you will be refunded the full amount paid for it, including postage. In case  you return only part of an order, no refund will be made for postage as this was also used to send the other products to you.