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Frequently Asked Questions (FAQ’s)
How to order
What is the order process?
Simply browse our online catalogue and click “add to basket” to any items you wish to buy. These items will be saved and can be removed later if you wish. When you have finished shopping, click on the “checkout” button which takes you to the order page. Follow the straightforward, step-by-step checkout process where you will enter your personal information and payment details via our secure server.
Payment
How can I make a payment?
We accept payment by PayPal, Bank Transfer or Debit / Credit Card.
How long will it take until I receive my order?
Once your order is received, I will personally be in touch within 48 hours and I will be able to give you an accurate timescale of when your furniture will be finished and when it will be delivered.
Most of our products are made to order. Orders will usually be available for delivery between 5 -7 weeks, although many of our orders are delivered before this time.
Delivery
How is my item shipped?
We will choose the most suitable delivery method depending on your furniture size and your location.
How much will it cost?
Delivery is free.
Refunds and Cancellations
What about refunds and cancellations?
Please contact us if you have an issue with your purchase. We strive to keep our customers happy and will work with you to make sure you are satisfied with your purchase. Refunds will be handled on a case-by-case basis.
We offer a 48-hour cancellation window, contact us within the first 48 hours if you need to cancel your order. After 48 hours has elapsed, cancellations are not available because your item has likely moved to the production stages or for stock items moved to shipping.
Furniture Care
How do I look after my Furniture?
Please refer to our Information Sheet which you can find at the bottom of our Home Page.
Warranty
Do you supply a Warranty?
Yes, all our products are covered by a five year warranty. We are very passionate about the quality of our products and we are confident that your furniture with secret compartments will last a lifetime. The warranty covers structural aspects of the product such as the frames, joints, and hardware such as hinges, handles and locks.
Please note that our items are made by hand from solid wood. Small inconsistencies and imperfections should be expected and embraced. If there is something more than that, please contact us! All of our products come with an inlaid silver Maker’s Mark, a discrete finishing touch that is an assurance of our dedication to quality. Our furniture is made to heirloom standards and you will be able to hand them down to your children, and then to their children!
The following items are not covered in the warranty;
- Defects resulting from negligence, misuse or accidents.
- Defects resulting from inadequate maintenance and cleaning.
- Defects resulting from general wear and tear.
- Any product being used in a commercial environment (e.g. pub, restaurant, shop, hotel or office). Or a property which is rented/used by the general public (e.g. holiday cottage).
- Cracks and splits in the wood grain – Visible splits and cracks in the wood grain of our Oak and Hardwood ranges can also occur overtime. As wood is a natural product it will expand and contract naturally to the moisture and temperature levels of the environment it is in. These natural changes can cause the wood to dry out and as a result shrink which can cause cracks and splits to occur within the wood grain. Although rare this is not a manufacturing defect of the wood used and is only a side effect of the wood naturally adapting to the environment it is in.
- Defects resulting from adverse environmental conditions. This includes but not limited to: sunlight, moisture and extreme heat (e.g. item being placed close to a radiator or hot items like mugs or plates being placed on the item).
- Defects/ Damage to the wood surface resulting from contact with water or chemical products – This includes but not limited to: a water spillage, cleaning products, cosmetic or hair products.