Deliveries & Returns
Where do you ship to?
We are based in the United Kingdom and offer local shipping. We are able to ship our products internationally too - please contact us for more information on shipping rates if you live outside of the United Kingdom and the United States of America and would like to place an order.
How long does shipping take?
If you have ordered a handmade, made-to-order item, it may take up to 2 or 3 weeks to produce before it can be shipped to you. Although we always try to complete orders as quickly as we can, please contact us if yours is urgent and we will do our best to accommodate your requirements.
If you are working with us to create a custom item or fulfil a large order, we will agree on a suitable timeframe with you ahead of processing your order.
Once dispatched, our courier service providers generally deliver orders within 2 to 5 working days across the United Kingdom. Internationally, delivery timeframes will vary but we aim to have orders delivered within 5 to 10 working days.
Of course, whilst we pride ourselves on excellent customer service and do our best to ensure that our courier service providers are able to deliver orders according to schedule, we unfortunately cannot be held liable for any inconvenience or cost resulting from a late courier delivery. To this end, we will keep in touch with you on the progress of your order and would recommend that you refrain from booking installation tradespeople until you have received your order. If your order is urgent, you are welcome to contact us ahead of its dispatch, to discuss an expedited delivery date and we will do our best to assist you.
How much is shipping?
We offer a flat-rate delivery service fee of £8.00 across the United Kingdom for all orders. For the United States of America, this flat-rate delivery service fee is £108.00. For other international delivery locations, please contact us for a shipping quotation ahead of placing your order.
Please note that if the order you place online comes to a total volumetric weight of more than 5kgs, we may need to contact you after your purchase to advise you of additional shipping charges but we try to avoid doing this wherever possible. You are welcome to contact us if you’d like a more accurate shipping quote ahead of your purchase.
Additionally, tax and duty charges are specific to each country so the costs will depend on the country to which we are delivering. All duties and taxes charged by customs in the destination country are the sole responsibility of the buyer. Normally, the courier company will contact you for payment of any duty or tax payable and the recipient will be responsible for arranging payment prior to the delivery of goods. If the payment is not made promptly then the courier will return the goods to us and we will be unable to reimburse the delivery or the return costs. It is therefore very important that if you are ordering from our website outside of the United Kingdom, that you include accurate contact details so the courier company can make contact with you.
What is the returns process?
Should you wish to return an item, please notify us within 5 working days of receiving it. We will then send you a return label to print and affix to the original packaging that your order was delivered in. You will then need to arrange your own return service and send the item back to us within 30 days of receiving it, fit for resale. When we receive your return, you will be refunded in full.
Please note that we cannot accept returns on items that have been modified in any way. Additionally, any items returned to us and damaged in transit due to having been insufficiently repacked (no longer in original packaging), may not be refunded.
What if the item I receive is damaged?
All our items are individually checked and packaged before being dispatched but in the unlikely event that damaged occurred during transportation, please take a photograph of this and email it to us at firstname.lastname@example.org within 5 working days of receiving it and before the item is fitted. We will then work with you to arrange a replacement as soon as possible. Please do make sure you check all items prior to installation as we cannot cover any costs associated with having to remove and refit a damaged item.