Additional Policies & Terms of Sale
By placing an order, the purchaser confirms that they have read, understood and accepted the listing description, shop policies, shipping information and the terms set out below. Below you will find our UK sales policy details and our International sales policy details as well as the general terms and conditions that apply to our shop.
Made-to-Order & Bespoke Items:
The majority of our products are handmade and made to order. Production begins specifically for each customer following purchase.
As a result, cancellations must be requested within 24 hours and may not be possible once production has commenced and bespoke, custom-sized, custom-fabric or personalised items are generally non-returnable except where required by applicable law.
Lead times are estimates only and are not guaranteed. Whilst we will always endeavour to meet stated production and delivery times, delays may occasionally occur due to supplier issues, shipping disruptions, customs processes, weather events or other circumstances beyond our reasonable control.
⸻
Measurements, Access & Installation
Customers are responsible for ensuring that all purchased items will fit through doorways, hallways, staircases, lifts, access routes and into their intended room prior to ordering.
Customers are also responsible for checking all dimensions listed within the product description before purchase and should request any additional info required prior to ordering.
We cannot accept responsibility for items that cannot be installed, positioned or moved into a property due to access restrictions, insufficient space or incorrect measurements provided by the customer.
Where customers provide bespoke dimensions, specifications or measurements, responsibility for their accuracy rests entirely with the customer.
⸻
Colours, Fabrics & Natural Materials
Every effort is made to accurately represent colours, fabrics and finishes. However, colours may vary between screens, devices and lighting conditions.
Where colour matching is important, we recommend requesting fabric samples from our suppliers prior to ordering.
As our products are handcrafted using natural materials, variations in timber grain, colour, texture, rush weaving, rattan, natural fillings, paint finishes and fabric placement may occur. These natural variations form part of the character of handmade furniture and are not considered defects.
Pattern placement cannot be guaranteed unless specifically agreed in writing prior to production.
Minor cosmetic variations, paint touch-ups, natural movement in timber, settling of fillings and other characteristics associated with handmade products shall not constitute defects.
⸻
Customer-Supplied Fabric
Where customers provide their own fabric, they are responsible for ensuring sufficient quantities are supplied and that the material is suitable for its intended purpose.
We cannot accept responsibility for defects, flaws, shrinkage, dye transfer, wear characteristics, manufacturing faults or suitability issues relating to customer-supplied materials.
Any additional labour resulting from unsuitable or insufficient fabric may incur additional charges.
⸻
International Shipping, Customs & Import Charges:
For all international sales, we act solely as the Exporter of Record and the purchaser acts as the Importer of Record.
Unless expressly agreed otherwise in writing, international shipments are sent on a Delivered At Place (DAP) basis.
The purchase price does not include import VAT, customs duties, tariffs, brokerage fees, customs clearance charges, storage fees or any other taxes or charges imposed by the destination country.
The purchaser is solely responsible for all such charges and for complying with local customs and import requirements.
Where available, we may be able to arrange Delivered Duty Paid (DDP) shipping upon request. Any duties, taxes or import charges paid on the purchaser’s behalf shall remain payable by the purchaser.
We will provide all export documentation required for shipment and will assist where reasonably possible with customs enquiries relating to the goods themselves, including materials, timber species, product descriptions and country of origin.
⸻
Refused Deliveries & Customs Charges
If a shipment is refused, abandoned, unclaimed, returned or destroyed due to non-payment of customs duties, taxes, brokerage fees, storage fees, failure to arrange customs clearance or inability to contact the recipient, the purchaser shall remain responsible for all resulting costs.
These costs may include, but are not limited to:
* Return shipping charges
* Customs charges
* Brokerage fees
* Storage fees
* Carrier administration fees
* Destruction fees
* Any other costs incurred as a result of the refusal or abandonment
Any applicable refund shall be reduced by these costs.
Bespoke and made-to-order items are generally non-refundable in such circumstances.
⸻
Loss or Damage in Transit
All goods are shipped with transit insurance appropriate to the shipment.
In the event that goods arrive damaged or fail to arrive, sufficient evidence must be provided to enable us and our insurers to investigate any claim.
Customers should photograph:
* External packaging before opening
* Any visible packaging damage
* The unpacking process where possible
* The item immediately after unpacking
* Any damage discovered
Any damage, shortage or delivery issue must be reported within 48 hours of delivery.
All packaging, crates, pallets, boxes and protective materials must be retained until the claim has been fully investigated and concluded.
Failure to provide adequate evidence or retain packaging may result in the carrier or insurer rejecting the claim, in which case we may be unable to offer compensation.
Customers must not dispose of packaging, alter goods, undertake repairs or arrange returns without our prior written approval.
⸻
Repairs, Remedies & Returns
Due to the size, weight and international shipping costs associated with furniture, returning items is often impractical and disproportionately expensive.
Where damage, defects or issues can reasonably be rectified locally, we reserve the right to provide a repair, restoration, replacement component, touch-up solution, partial refund or other reasonable remedy in preference to arranging a return.
We may appoint or reimburse a suitably qualified local furniture restorer, upholsterer, joiner, decorator or other professional tradesperson where appropriate.
Customers must not arrange repairs, restoration work or alterations without our prior written consent. Unauthorised repairs may invalidate any insurance claim and may not be reimbursed.
A return will only be authorised where we determine that a local repair, replacement component or alternative remedy is not practical or proportionate.
Goods must not be returned without prior written authorisation.
⸻
Intellectual Property
All photographs, product designs, drawings, descriptions, branding and other content remain our intellectual property and may not be copied, reproduced, distributed or used without prior written permission.
⸻
Contact Information
Customers are responsible for providing accurate delivery information, including a valid telephone number and email address where required by the carrier.
Failure to provide required information may result in delays, storage charges or additional shipping costs, which shall be the responsibility of the purchaser.
UK Shipping & Returns Policy:
Key Information at a Glance
* Shipping coverage: United Kingdom only
* Typical dispatch times: Estimated production and dispatch times are shown on each product listing
* Delivery tracking: Tracking information is provided where available once your order has been dispatched
* Returns window: Standard, non-bespoke items can be cancelled within 14 days of receipt, with a further 14 days to return the goods
* Key exclusions: Made-to-order, bespoke, custom-sized and personalised items cannot be cancelled or returned unless faulty, damaged or not as described
Shipping Policy:
We currently ship throughout the United Kingdom.
Processing & Dispatch Times:
Many of our products are handmade or made to order. Estimated production and dispatch times are provided within the product listing and are intended as a guide only.
While we make every effort to dispatch orders within the stated timeframe, delays may occasionally occur due to supplier issues, courier disruptions, adverse weather conditions or other circumstances beyond our reasonable control.
Delivery:
Delivery times vary depending on the item ordered and the delivery location. Once your order has been dispatched, you will receive confirmation and tracking information where available.
Please note that any shipping estimates shown within a product listing are based on the smallest size or standard version of that item. Larger sizes, oversized products or custom dimensions may incur additional delivery charges. If you are interested in a larger size, please contact us to request a shipping quotation before placing your order.
Please ensure that the delivery address, contact details and any access information provided are accurate. Additional delivery charges may apply where deliveries fail due to incorrect information supplied by the customer.
Customers are responsible for ensuring that purchased items can be safely delivered to and accommodated within their property, including checking doorways, hallways, staircases, lifts and access routes before ordering.
Delivery Damage:
If your order arrives damaged, please notify us within 48 hours of delivery and provide photographs of:
* The external packaging
* Any visible damage
* The item itself
Please retain all packaging materials until the matter has been resolved, as these may be required for any courier or insurance claim.
⸻
Returns Policy:
We want you to be happy with your purchase and comply fully with your rights under UK consumer law.
Your Right to Cancel
For standard, non-bespoke items purchased online, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
You then have a further 14 days to return the goods to us.
To exercise your right to cancel, please contact us in writing with your order details.
Exclusions:
The right to cancel does not apply to:
* Made-to-order items
* Bespoke or custom-sized products
* Personalised goods
* Products made to your specific requirements
These items cannot be cancelled or returned unless they are faulty, damaged or not as described.
Return Conditions
Returned items must be:
* Unused and in a resaleable condition
* Returned with all original packaging where reasonably possible
* Adequately packaged to prevent damage during transit
Customers are responsible for return shipping costs unless the item is faulty, damaged or incorrectly supplied.
We recommend using a tracked and insured delivery service for returns.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or not as described, please contact us as soon as possible and provide photographs and details of the issue.
Where appropriate, we may offer:
* A repair
* A replacement
* Replacement parts
* A partial refund
* A full refund
Any remedy provided will be in accordance with your statutory rights under the Consumer Rights Act 2015.
Refunds
Once returned goods have been received and inspected, any approved refund will be processed to the original payment method.
Refunds are typically issued within 14 days of receiving the returned goods or receiving evidence that the goods have been returned.
⸻
Contact Us
If you have any questions regarding shipping, returns or your order, please contact us and we will be happy to assist.
International Customers :
If you are an international customer and placed your order without contacting us first for a specific shipping quotation to your destination, please note that additional shipping charges may be payable before your order can be dispatched. Etsy only allows us to display a generic international shipping amount based on the smallest size Ottoman or Headboard and does not take into account different countries, regions, postcodes, remote area surcharges, or the varying shipping costs associated with larger products.
Once your order has been received, we will obtain an accurate shipping quotation for your delivery address and contact you if any additional shipping payment is required. Orders cannot be dispatched until any outstanding shipping balance has been paid in full.
As almost all of our items are made to order, orders will not be cancelled or refunded on the basis that the final shipping costs are higher than expected or considered unaffordable. As a small business, we are unfortunately unable to subsidise or contribute towards international shipping costs.
To avoid delays, please ensure we have a valid contact telephone number and email address for the recipient. If these details were not provided at the time of ordering, please send them to us as soon as possible, as carriers require this information and any delay in receiving it may impact production schedules and dispatch lead times.
International Shipping, Customs, Duties and Import Responsibilities
For all international sales, we act solely as the Exporter of Record and the purchaser acts as the Importer of Record in the destination country.
Unless expressly agreed otherwise in writing prior to dispatch, all international shipments are sent on a DAP (Delivered At Place) basis. The purchase price paid to us does not include any import VAT, customs duties, tariffs, brokerage fees, customs clearance charges, storage fees or any other taxes or charges levied by the destination country.
As the Importer of Record, you are solely responsible for the payment of all such charges and for complying with any local customs, import, licensing or regulatory requirements applicable in your country.
Where available, we may be able to arrange DDP (Delivered Duty Paid) shipping upon request. Any import duties, taxes, brokerage fees or customs charges paid on your behalf under a DDP arrangement shall remain payable by you and may be invoiced separately.
We will provide all export documentation required for the shipment and will assist, where reasonably possible, with customs enquiries relating to the goods themselves, including but not limited to product descriptions, materials used, timber species, country of origin and manufacturing information. However, responsibility for import clearance and compliance with local import requirements remains with the purchaser.
Risk in the goods passes to the purchaser once the goods have been collected by the carrier and have left our premises. Whilst we will assist wherever possible in resolving shipping, customs or carrier-related issues, we cannot be held liable for delays, customs holds, import restrictions, additional charges imposed by customs authorities, or the actions of third-party carriers once the goods have left our control.
Loss or Damage in Transit
All goods are shipped with transit insurance appropriate to the shipment.
In the event that goods arrive damaged or fail to arrive, no refund, replacement or insurance claim can be processed unless sufficient evidence is provided to enable us and our insurers to investigate the claim.
To preserve your right to claim, you must:
1. Photograph the external packaging immediately upon delivery and before opening.
2. Photograph any visible damage to the packaging, crate, pallet, wrapping or box.
3. Photograph the unpacking process wherever reasonably possible.
4. Photograph the goods immediately after unpacking.
5. Take clear photographs of any damage discovered.
6. Retain all original packaging materials, crates, pallets, boxes, wrapping and packing materials until the claim has been fully investigated and concluded.
Failure to retain packaging or provide adequate photographic evidence may result in the carrier or insurer rejecting the claim, in which case we may be unable to offer a refund, repair, replacement or other compensation.
Any damage, shortage or delivery issue must be reported to us in writing within 48 hours of delivery, together with all supporting photographs and evidence.
Customers must not dispose of any packaging, attempt repairs, alter the goods or return the goods without our prior written approval, as this may invalidate any insurance claim.
We reserve the right to request additional information, photographs, inspection reports or access for carrier inspection as required by our insurers or shipping providers.
