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.
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.
NO QUIBBLE RETURNS
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, unfortunately, we can’t offer you a refund or exchange unless it is faulty.
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 you paid.
Return collections can be booked for a weekday of your choice. Depending on the courier we might be able to schedule an approximate time but this isn't guaranteed.
You must re-package the item for return delivery in the original packaging (unless it was delivered by a two-man courier) in order to avoid damage in transit. Therefore please do not throw away the original packaging if you are unsure of your purchase.
If your purchase was a large item that was delivered by a two-man courier then we will organise a collection and the couriers will re-pack the item.
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 don't use it. If you wish to exchange it we will process a refund and you can place a new order for the item you want to exchange it for.
* 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, such that the item cannot be re-sold.
* 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).
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.
DAMAGE IN TRANSIT
Our packaging is carefully designed to withstand the rigours of the international delivery process. However, if an item arrives damaged, please email us (email@example.com) within seven days of delivery and we will arrange a collection. You can choose whether we refund it, repair it or exchange it (subject to availability).
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).
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 the item was purchased as a gift then refunds will be made only to the original purchaser, and to the payment method originally used.
To return your product, you should contact us first then mail your product to: Unit 183, 3 Edgar Buildings, Bath, BA1 2FJ, United Kingdom. We can also arrange a return collection so just email us if you prefer.