Delivery, Returns & Exchanges
Free shipping
Shipping is on us. Always. One pillowcase or a whole bedroom makeover, every order ships free. No minimum spend, no catch.
Delivery
Standard delivery normally takes 3 to 5 working days. We'll email tracking after dispatch.
Return window
You have 30 days from delivery to return an item.
Return reasons
When you contact us, please let us know which of the following applies.
Something is wrong with your order:
- Arrived damaged
- Faulty or doesn't work
- Wrong item sent
- Missing parts or pieces
- Doesn't match the description or photos
- Arrived later than promised
We'll ask for clear photos or a short video of the problem, including the outer packaging for damaged items or the product label for an incorrect item. Once we've confirmed the issue, we'll arrange a replacement or a refund, whichever you prefer. For missing parts, we'll send what's missing.
Change of mind:
- Changed my mind or no longer needed
- Ordered by mistake
- Ordered the wrong size
- Don't like the colour or feel
- Found a better price
Items must be unused, unwashed, and in their original packaging with tags attached. Sets and multipacks must be returned complete.
How to start a return
- Contact Customer Care through our Contact Us form, by email at customersupport@utopia.com, or by phone at (845) 528-0135 (Monday to Saturday, 9 am to 6 pm).
- Share your order number, the item and quantity, your reason for returning, and whether you'd prefer a replacement or a refund. If something is wrong, please attach your photos or video.
- We'll review your request and confirm any costs before you send anything.
- Once approved, we'll email your return reference and our returns address, along with a shipping label where applicable.
- Pack the item securely with your return reference inside, and keep your proof of postage.
- We'll email you when your return arrives and again when your refund or replacement is on its way.
Please don't send anything back until your return has been approved.
Postage, refunds, and replacements
If the problem is ours, return postage is free. If you've changed your mind, please send the item back at your own cost using a tracked service.
- Refunds are made to your original payment method within 14 days of your return reaching us, usually within 3 to 5 working days.
- Replacements are dispatched once your return is approved and tracking shows the original is on its way back to us.
- Want a different size, colour or product? Return the original for a refund and place a new order, paying any difference in price.
Inspection
Every return is inspected on arrival. Items returned for a fault are assessed on the fault itself; wear and tear, misuse or damage after delivery are not considered faults.
If an item returned as faulty, damaged, or not as described is found to be as described and fault-free, it will be treated as a change of mind return, and the cost of the shipping label will be deducted from your refund. Change of mind returns that arrive used, washed, or incomplete will not be returned. We'll always email you before issuing a refund.
Accounts showing a pattern of misuse may require manual approval for future returns.
Disclaimer
This policy applies to orders placed on utopia.co.uk. Items bought from Utopia on Amazon or other retailers should be returned through that retailer.