Can I make changes to my current order?
Yes of course, we can all be indecisive! Please contact us via email, phone or Live Chat if you wish to make any amendments to your order. Please note that changes to your order could affect the delivery time and alter the price. Any changes can only be made prior to delivery.
What if my order is late?
Delays happen and some delays are beyond our control but if this happens we will make every effort to keep you updated regarding your order. If you experience any issues with delivery, please email us, contact us via Live Chat or call us on 01204 292655 for further assistance.
Do you offer discount on multiple items?
How long does my delivery take?
It depends on the item. Please visit our Delivery Information page for all relevant information.
How will I know when my order will be delivered?
We will provide you with tracking details once your order has been shipped. Our courier / may contact you to advise of a delivery date/time window. This will be done either by text, email or phone call – depending upon what information was provided with the order. All deliveries will be between the hours of 8.30am and 7pm unless otherwise stated on the product page. ALL deliveries are carried out by a uniformed person and this service is to your front door only. The driver is not insured to take this into a room of choice.
With a two-man courier, our courier will contact you with a delivery date but named and timed deliveries are not available at this point. The evening before delivery, you will be given an estimated time window via text, email or both – usually a 3-hour window. All deliveries will be between the hours of 7am and 9pm unless otherwise stated on the product page.
Please read our Deliveries Information page for further information.
Will the driver call me before delivering my item?
If your order is with a one-man courier, not all drivers carry mobile phones so pre-calls before your order arrives is not part of this service and cannot be requested as a special arrangement. We can however provide details of the courier company and you can contact them for more information.
If your order is with a two-man courier, in most cases a pre-call notification on the day of delivery advising your order is on its way will be carried out, this can vary between 30-60 mins before arrival. If no-one is at home then the courier will try to contact you in the first instance, if nobody answers they will wait a maximum of 5 mins. Failing this the courier will attempt to leave your order with a neighbour. If all this fails, a photograph of your property will be taken as evidence to show that your delivery was attempted, and a re-delivery charge will be applied.
Where is my order?
When will I get my refund?
A refund will be issued within 14 days of receiving the goods back or 14 days after the day you provide proof of return. We work in accordance to the Consumer Contract Regulations and by law we have 14 days to complete a refund from the day we and the customer come to an agreement that a refund will be required. Refunds are subject to the returns criteria being adhered to.
How long do custom handmade orders take?
Custom handmade orders usually take around 3-4 weeks.
Do you take custom handmade wooden orders?
Yes, we do. Bespoke sizes and custom depths can be made upon request. Please contact us with the requirements you need and we will advise you on which size to buy.
Please note: for shelves, bespoke sizes can be made at no extra cost providing the length is between 50 and 140 cm. For mantel beams, bespoke sizes can be made at no extra cost providing the length is between 60 and 180 cm. For tables, bespoke sizes can be made at no extra cost providing the length is between 60 and 200 cm and the width between 40 - 80 cm.
If I order a custom shelf, can I use the brackets supplied?
It depends on the depth of your shelf. Depths larger than 26cm and shorter than 13cm will require your own brackets which will have to be purchased elsewhere.