FAQs

A non-refundable deposit is required on all orders except Bespoke goods as this required at point of purchase. This is usually 50% of the total price plus haulage costs.

When you must pay. You must pay for Bespoke Products at the point of purchase. We may not be able to commence production of  Bespoke Products until we have confirmed payment. A failure or delay in paying for Bespoke Products may cause delay to the delivery date. For all other products, you must pay for the products before we dispatch them.

Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have tried everything possible to be as accurate as the real goods, because our products are natural and handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website have a 10% tolerance.

Making sure your measurements are accurate. If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct.

Bespoke products. Some of our products are bespoke and are made uniquely to suit your order, needs and specifications. Any product which is bespoke, has been customised, made to order, is unique to your order or specifications, or does not form part of our standard range of products shall be deemed to be a “Bespoke Product”. Your rights in respect of Bespoke Products and our standard range of products may differ.

When changes can be made. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

When changes cannot be made. Please note, once a product’s already in production, we will not be able to make any changes to the product.

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event

If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will contact you (on the date of delivery or where you notify us of such absence prior to the date of delivery) to: (a)  agree a location at which you confirm we may leave the products in your absence and delivery of the goods to such location shall constitute delivery; or (b)  inform you of how to re-arrange delivery in such case we may charge you for storage costs and any further delivery costs.

 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

When you become responsible for the goods. A product will be your responsibility from the time we deliver it to the address you gave us or the location agreed with us in accordance with clause of 9 (a).

When you own goods. You own a product once we have received payment in full.

Returns Policy. Unfortunately we do not accept returns. This is because everything we do is made to order. However, we are more than happy to send you pictures/videos of the product before it is dispatched, and if there are any changes you would like to make (see clause 7). 

You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, or whether there is anything wrong with it when you decide to end the contract and whether you are a consumer or business customer: (a)  If what you have bought is faulty or mis described you may have a legal right to end the contract (or to get the product repaired), (b)  If you want to end the contract because of something we have done or have told you we are going to do. (c) If you are a consumer and have just changed your mind about the product. You may be able to get a refund if we have not started your order, but this may be subject to deductions and limitations.(d) In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind see 16..

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if  (a)  you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;  (b)  you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or  (c)  you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 14), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered. If you want to end a contract before it is started, and where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may make deductions from that refund. If you want to end a contract after it has started, and where we are not at fault and you are not a consumer who has changed their mind, also contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may make deductions from that refund for compensation.

We are responsible to you for foreseeable loss and damage caused by us. We ensure all our products are tightly wrapped and protected; however, in the unlikely event that a delivered product is damaged we must be notified of the fault immediately. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

It is the responsibility of the customer to check all products on delivery. 

We are not liable for business losses. If you are a consumer we only supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited.

Data Collection Personal Data means any information about an individual from which the person can be identified.  (a) Profile/Identity Data: first name, last name and gender.  (b) Contact Data: includes address and email address. If you complete your order with us the information given will be held until the order is complete. This will include:  (c)  Billing Data: debit/credit card holder information including name and billing address of the individual purchasing a product from (d) Transaction Data: includes details about payment from you for products and purchases you have made from us. (e) Customer Support Data: includes surveys, feedback, case studies or responses. If you have done a webchat, contacted us by email, or a messenger platform or on live-chat, we will retain a record of that conversation.

How your Personal Data is collected You may give us your identity, contract and financial data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes Personal Data when you: (a) Enquire about or use our products or services; (b) Request marketing to be sent to you; (c) Give us feedback or contact us.