Complete Shipping & Returns Policy
International Shipping: Our suppliers are happy to ship orders outside of Europe. Please contact us for more information and a shipping quote before placing your order on firstname.lastname@example.org.
Order Confirmation: As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorised your card for the purchase.
Shipping Time Frames: The items are shipped at no additional cost (Europe only), however due to the custom nature of many of our items, the shipping time frames will vary. It is important to note that these are estimated shipping times and can be subject to availability of materials and/or the manufacturer’s current order list. If there is any issue with the product you have ordered, we will contact you with what the alternative estimated shipment time frame will be, and you will be given the option to either keep the order as it is, cancel the item or cancel the entire order. Occasionally issues arise that may lead to additional production time, such as our manufacturers experiencing a backup in production. If this is the case you will be alerted via email as soon as we are made aware that a delay may exist *Please note the delivery time is not included within the shipping time frame*
Standard Delivery: For most of our products Standard Delivery offers doorstep delivery of your order in its original packaging. Keep in mind if you live in an apartment or condominium complex, this delivery option will only deliver your items as far as the front entrance of your building. This service level does not include delivery inside your home, unpacking and/or assembly unless confirmed by us.
Tracking Your Order: Tracking information will be emailed to you once your order has shipped. We will send you tracking information to the email address you provided when checking out. If you provided a mobile number you will also receive an SMS message. In the rare event a tracking number is not provided you will be sent an email notifying you that your order has been shipped. Please note that it could take up to two business days from the time your order leaves the warehouse to the time the information is emailed to you. However, always feel free to follow up with us at any time to check the status of your order at email@example.com.
Cancellations & Refunds: Cancellations are accepted within 24 hours after the order has been received in our system. Cancelled orders are subject to a £20 administration fee, whether or not manufacturing has begun. Please contact us immediately on firstname.lastname@example.org and we will process the request.
If a cancellation notice is received after 24 hours, we cannot guarantee that the cancellation request will be accepted by the manufacturer. Once again please contact us immediately on email@example.com and we will liaise with the manufacturer.
In the unlikely event that a cancellation request is granted after the product has been shipped, you (the buyer) will be responsible for the actual return shipping charges.
Refunds will only be issued to the original card that you used when placing your order.
Damages & Returns: Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally they do occur. In the event that your item arrives with any sort of damage or defect, we ask that you fully inspect your furniture at the time of delivery and note any imperfections at that time of receipt. We recommend:
- Inspect item upon delivery
- If damage is noted, accept delivery and sign off with the carrier "damaged upon arrival" (if applicable)
- Photograph the item and packaging
- Do not refuse damaged items as you will need prior written authorisation, and you would be responsible for all return delivery costs, including but not limited to storage fees
- Claims received in excess of (2) calendar days beyond the delivery date may not be accepted
- Photographs must be clear and attached to your claim within (2) calendar days
- Contact firstname.lastname@example.org immediately with your claim and supporting photographic evidence. We will process your claim and guide you through the process.
We are unable to accept returns for:
• Products that are clearly marked non-returnable
• Products that have been assembled or installed
• Products without original packaging or not in their original condition
• Custom orders, including those that are made-to-order or customised to your specifications
• Open-box or clearance items
Our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties at email@example.com.
All other queries related to SHIPPING & RETURNS
Please note that we will coordinate directly with the brand/manufacturer on the buyer’s behalf. Please contact: firstname.lastname@example.org