SHIPPING & RETURNS
We are able to deliver to the UK mainland. Highlands, Islands and some European destinations are subject to a delivery surcharge, please contact us for further details if you require this service.
If it is not possible for us to deliver to you personally (because your postcode is beyond our reach) we will arrange for one of a number of excellent couriers we have available, to do this for us.
Our aim is to deliver as quickly as possible. We always try to deliver at a time to suit you. We always check furniture before delivery to ensure it reaches our high quality standards, any weight shown for furniture is including packaging so please be aware items can be heavy.
If you request a delivery date that you subsequently cannot meet, please let us know within 7 days or a re-delivery charge will apply.
Please be aware that if you wish to amend your delivery date it may result in a delay and extra cost.
Dining tables come with table tops that need attaching by screws once delivered, and a electric driver is advised to give a tight secure fit. The same applies to beds and other furniture, we do as much fixing as possible before delivery of the item so its easier for you.
All fixings ,screws,bolts,brackets will be supplied.
We regret that we are not able to dispose of furniture that you are replacing unless you contact us prior and this may then be an option.
We cannot accept responsibility for goods that are delayed due to circumstances that are beyond our control (ie. transport strikes, bad weather,traffic jams, Christmas and bank holidays etc). During the Christmas period we try our hardest get your order to you before Christmas, if this has been agreed when placing your order. On rare occasions sometimes this is not possible and there may be a need for extra time to complete and deliver your order.
We can not be held responsible for deliveries not meeting the Christmas deadline due to delays by the courier.
We do not offer compensation for a delivery taking longer than we anticipated. We always do our best to get items out within the time scale given and if we have given you a day for delivery it will usually be between 7am -7pm. On occasions couriers can be delayed and this can sometimes be later, unfortunately this is out of our control and we do not offer compensation in this circumstance.
Once booked in, we will try our best to work with you and the courier to arrange delivery of your furniture.
We do not take responsibility for customers not being at home to receive goods. Courier hours are 8am – 6pm UK time. We can not give you an estimated time of arrival as this is something we have no control over BUT OUR USUAL DRIVER SHOULD GIVE YOU A 2 HOUR TIME SLOT. You must be available from 8am – 7pm on the day of your delivery. If you are not in on the first delivery attempt the courier will try to contact you, if there is nobody in to take receipt of the furniture you will be charged again for delivery of your furniture. This amount varies on the size and weight of your furniture.
On occasion, with heavier items you may be required to help the courier unload your items. The courier is a door to door service only. You are responsible for taking your furniture into your desired location. On occasion the driver may assist you with this, but this is at the drivers discretion as its a door to door service only. It is your responsibility to assure you have enough assistance with heavy items at the point of delivery. We will not be held responsible for any injury or accidental damage caused at the point of delivery. On larger items wooden battens/supports may be added to the bottom of legs etc for protection whilst in transit these should be be removed once delivered.
You must inform us of any problems with vehicle access or parking to ensure smooth delivery of your furniture. Any failed delivery due to an inaccessible delivery location that we have not been informed of will be returned to us and subject to further delivery costs.
Once an item is delivered and signed for then you are subject to the terms and conditions set out by the delivery company.
RETURN & EXCHANGE POLICY
Cancellation of Orders / Refunds and returns
A standard order (standard size and style) can be cancelled up to 7 days from the point of order for a full refund.
Orders cancelled after this are subject to a refund of up to 50%.
Only standard size items on the online shop are liable for an up to 50% refund. This does not apply to bespoke orders.
Faults of our own.. if you are unhappy with any item because of a fault not mentioned above or below, and, we also agree this is a fault of our own, we have the right to offer to correct the item before we offer a refund or replacement. This will result in the item being collected at our own expense, repaired, and re delivered asap. This will be marked as a priority before any orders - booked in or out, this usually takes 3 days
1 day to return to the workshop
1 day to fix
1 day to re deliver
This may take longer depending on the fault and delivery.
Bespoke orders are non refundable, If a bespoke order is damaged or incorrect upon delivery we will offer to fix the item or remake you a new item. We do not offer a refund for any bespoke items as we offer replacements to resolve any issues.
Any changes to dimensions of our furniture, items designed or requested by the customer, colour changes from our standard medium brown colour are all deemed bespoke orders.
If you do not want the item once delivered, you have 7 days to send the items back to get a full refund on standard orders.
On bespoke orders we will not offer any refunds or discounts.
you are responsible for the cost to send any items back to us in the same condition as they left the workshop. Once items are back with us, and inspected, we will issue a refund for the items only. The cost of delivery is non refundable, as this cost has already been paid to the courier to deliver your items.
If you wish to cancel a bespoke order you must do so within 7 days of payment to receive a refund this only applies to in house built items, not any outsourced metalwork (see also section metalwork).
Bespoke orders cancelled after 7 days are non refundable.