Returns And Cancellations
If you want to cancel an order you have placed just send us an email within 48hrs to firstname.lastname@example.org. We will cancel and refund your order to the payment method you used to make the purchase within 48hrs. Payment processing and currency conversion fees which are not refunded to us are excluded from the refunds, these can be up to 5% of the purchase amount.
CHANGES TO YOUR ORDER
If you want to change your order that's generally no problem if you let us know as soon as possible after ordering. Changes to size and wood type for made to order furniture can normally only be made within 14 days of placing the order. Changes to leg height, colour or type are easier to accommodate but please get in touch as soon as you think you might need to alter something.
You can return your purchase within 30 days of delivery for any reason (except for non-returnable items listed below). If 30 days have gone by since your item was delivered, or if your item is non-returnable then unfortunately we can’t offer you a refund or exchange unless it is faulty (see below).
You will need to pay for the return delivery costs. You can use your own courier or we can schedule a collection. If we organise the return delivery then we will deduct the return delivery charge from your refund. Return delivery costs vary depending on your location and may be more than the original shipping cost that you paid.
Return collections can be booked for weekdays only. The process for collections depends on your location so we will liaise with you to arrange collection.
You must re-package the item for return delivery in the original packaging in order to avoid damage in transit. Therefore please do not throw away the original packaging if you are unsure of your purchase.
To be eligible for a return, your item must be unused and in a re-sellable condition, so if you're unsure of your purchase we advise you not to use it or place any items on it.
* Custom-made or bespoke items. This includes any item made to a non-standard specification especially for you (custom size, colour, etc).
* Products sold as seconds, ex-display or otherwise described as non-returnable.
Sometimes we will only issue a partial refund. A partial refund will only be given if:
* There are obvious signs of use, (eg marks from AV equipment feet) such that the item cannot be re-sold as new.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Is damaged during the return delivery due to inadequate re-packaging (unless it is collected by a two-man courier service who have wrapped it for return).
Return collections can be booked for a weekday of your choice but depending on the courier we may not be able to schedule a precise collection time.
If you wish to exchange your item for another one then we will arrange a return and refund and you can place a new order for the item you want to exchange it for.
If you want to exchange a swappable component (eg legs) then you just need to cover the cost of delivery and return of the ones you want to swap, and pay any difference in price. The returned items must be repacked safely and returned to us in good condition. Just contact us and we will send you a link for payment.
All deliveries must be signed for. When your order is delivered please check the package for damage before signing. If it looks like there could be any issue at all you must sign for it as "Damaged". If you're at all unsure you must keep the pallet it comes on (if any) and any packaging, as it cannot be returned, replaced or repaired otherwise. If you notice anything amiss when you're unpacking it please get in touch straight away and don't unpack it any further. We'll do everything we can to rectify any issues but it must be able to be re-packed safely to avoid further damage when it is returned.
DAMAGE IN TRANSIT
Our packaging is carefully designed to withstand being handled by couriers so damage in transit is rare. However if the packaging is not intact on arrival please sign for it as "damaged" and take photos of the damaged packaging before further unpacking it. Email us (email@example.com) as soon as possible within seven days of delivery and we will start a claim. You can choose whether we refund it, repair it or exchange it (subject to availability) as long as you have signed for it as "damaged" and have taken photos showing the damage. We cannot issue a refund, repair or exchange due to damage in transit if the product has been assembled or used in any way.
If an item becomes defective due to a manufacturing fault (not due to wear and tear, misuse or natural movement and ageing of wood) within the following 12 months we will also refund, repair or replace it (subject to availability and practicality). Note that splits in the wood due to natural expansion and contraction are not a manufacturing fault, they are to be expected as an inherent and unavoidable characteristic of solid wood furniture.
If your furniture is made from iroko then it will darken quickly when exposed to light, so make sure you move anything that is sat on the surface around (eg equipment or plant pots) so that it ages evenly. This is normal and areas that look like light patches will even out quickly. See more info about this characteristic here: https://www.theurbaneditions.com/blogs/news/iroko-furniture
Once your return is received and inspected, we send you confirmation of the refund amount and process the refund payment. A credit will automatically be applied to your credit card or original method of payment within seven days.
Refunds may take some time to arrive in your bank account or payment method. This depends on your bank, card issuer or merchant (such as Paypal), so if a refund hasn't been received after we have sent a confirmation, please check with your bank or payment provider initially.
If the item was purchased as a gift then refunds will be made only to the original purchaser, and to the payment method originally used.