Delivery & Returns

Below you should find all you need to know about our delivery, returns, refund and exchange policies.

Delivery

1. Please consider the access to the location you are having the product made for. Will it fit through all doors, corridors, stairwells etc. We will not be held responsible for items not fitting into the space required and any re-deliveries and alterations will have to be charged to the customer.
2. Each item is individually packed in a custom built enclosure using 4” x 2”′′ timber. These enclosures ensure that stress and flex is not transferred to the item during transport. The enclosure is then wrapped in chipboard and finally sealed in plastic.
3. Delivery & packaging cost will depend on the size and weight of the item and delivery postcode. The final cost will be communicated during your order confirmation.
4. Any attempted and failed deliveries due to access issues will be charged to the customer, along with the cost of any necessary alterations.
5. Any delivery dates or times set out are estimates only. While we will make all reasonable efforts to deliver the goods within the time or times agreed we will not be responsible for any losses caused to the Buyer as a result of late delivery, and are unable to offer compensation if the agreed delivery date is missed or cancelled by the haulier or ourselves.
6. We use third party delivery companies; your contact details will be sent onto them to arrange delivery. The delivery companies are responsible for organising the delivery of your goods, and may not be completely flexible on delivery dates.
7. Although we will always attempt to have deliveries made in one consignment, we reserve the right to have goods delivered in more than one consignment, unless otherwise agreed.
8. If the Buyer fails to meet the arranged delivery date, any charges incurred for redelivery will passed onto the Buyer.
9. It is the Buyer’s responsibility to inspect goods on delivery for damages, please make us aware of any damaged goods immediately.
10. If the delivery company’s POD (proof of delivery) is signed for by the customer, with no mention of damage no refunds or repairs can be issued for damages caused in transit.
11. Sometimes it will be requested, during the ordering process, that the customer organises for an additional number of people to be present to assist with the delivery of large orders. If this has not been arranged by the customer the drivers reserve the right to refuse to deliver the order, as it will be too heavy and dangerous for them to lift alone.

Products, Materials and Design

1. We will not accept returns, make adjustments or alterations, or offer refunds due to issues arising from the customer’s personal preference on pattern, colour variation or any other tile occurring elements. Tile design is varied and the pattern can even change in the same piece.
2. All our products can be made to measure to fit your space. We adhere to a dimensional tolerances limit of ±0.3%. Where sizes are specified by the customer these are assumed to be the total dimensions to be made including any fixtures or fittings.
3. If you require an exact size for your item, for fitting into an alcove for example, please make sure to specify that the measurement needs to be exact. We cannot take responsibility for an item which doesn’t fit or is too small if the measurement is under the ±0.3% of tolerance.
4. When working to customers’ design specifications and drawings we will not be held fully responsible for issues with design, functionality, or stability. It is also impossible to choose a specific graphical face or area of the material and its location within the item.
5. We will not be held responsible for any damaged caused by customers making adjustments or amendments to their order, for example the fitting of their own legs to table tops etc.
6. We cannot be held responsible for customers preference to design elements that are not discussed or raised at the point of ordering, and will make educated assumptions based on the style of the product, and it’s functionality etc.
7. Almost all of our products leave us fully assembled, unless specified otherwise.
8. All of our items are going to be quite heavy. If weight is going to be a concern, please specify before placing your order.
9. In the circumstance that an item is to be fixed to a wall, floor, or similar, it is the customer’s responsibility to check the suitability of their property, wall type, etc. We will not be held responsible for damages caused to customer’s property in the process, or as a result, of the customer attaching their furniture to the wall, floor etc. We would recommend the customer always use an experienced tradesman.

Cancellations, Refunds, Returns and Alterations

• We cannot accept returns or cancellations on any bespoke products once work has begun. Please ensure all details are correct when placing your order, and that you are happy with all design decisions.
• We endeavour to always send out quality products, however mistakes can happen. Should you receive faulty or damaged goods, we will of course repair or replace the item. Please provide a detailed description in writing, with images if possible, of any areas of damage.
• In the case of faulty or damaged goods, or an incorrect order being received, we will ensure all necessary steps are taken to provide you with the correct item/s, however we cannot offer any further discounts or refunds.
• Once an order has been placed, the cost of any additional requested design drawings, or requested alterations to existing drawings will be charged to the customer.