Questions, answered.

Delivery is calculated at checkout by destination and by the contents of your order, and the figure that applies to you is the one confirmed on your order acceptance. On a large piece the freight is a significant part of the cost, so it is quoted rather than assumed.

That depends on the delivery terms you have agreed with us, and the order acceptance always says which of the two applies on a line headed "Delivery terms". Under DDP we are the importer of record: duty and import tax are inside the price you pay us, and there is nothing further to settle when the piece arrives. Under DAP the piece travels to your address but duty and import tax are payable by you or your broker before customs releases it. Which of the two you get is agreed with us and confirmed on the order acceptance — it is a choice, not something the destination country decides for you.

• Any duty figure shown on a DAP quotation is an estimate — the assessment belongs to the destination customs authority.
• If a DAP consignment is held for unpaid duty, storage accrues against the consignee.

That is yours to measure and ours to check. Four things decide it: the narrowest doorway on the way in with the door standing open, the internal dimensions of any lift and the diagonal at its door, the turning space on landings and in corridors, and any floor-loading restriction in the building. Send us those four before the piece is crated and we will tell you honestly whether we think it will go in.

• The delivery address has to be complete, accurate and accessible, and access codes or restrictions have to reach us before the crate is closed.
• Where a route needs a crane, a hoist, a road permit or a window removal, that is not in the quoted delivery — ask us and we will quote it.

Oversize pieces travel by freight rather than by parcel carrier. Freight is a booked, attended delivery: the carrier contacts you to agree a date and a time window, someone aged 18 or over must be present to accept and sign, and the delivery is kerbside — the nearest accessible point to your property or building — unless you have bought indoor or white-glove delivery.

Online payment is not open yet. Placing the order does not take a payment: it tells us what you want, and that is all it does. Nothing is charged anywhere on this site — not from the bag, not from the checkout. If you would like to order before it opens, write to us.

Not at all today. There is no card field on this site, so there is no card to charge and nothing to authorise — not from the bag, not from the checkout, not from anywhere else.

Nothing is charged on this site today, so a declined order costs you nothing: there is nothing to return and no refund to wait for. We will tell you which of the delivery terms applies to a piece we can make, and we will say plainly when we cannot take an order rather than leave it sitting.

It depends on your delivery terms, and they are set out in "Is import duty included in the price?" above: under DDP the duty and import tax are inside the price you pay us, under DAP they are payable on arrival. If your order needs anything in the way of tax paperwork, ask us and we will tell you what we can issue rather than promise you a document we cannot.

Returns run through the carrier route in our Shipping Policy. If a consignment comes back to us — an address that was wrong or incomplete, a place that could not be reached or entered, delivery instructions that were missing, or a piece not collected from the pickup point in time — the carrier's return charge and the cost of re-shipping are yours. When the piece reaches us we contact you with the options for sending it again; if you choose not to have it re-shipped, we refund the order less all shipping-related charges, taken at the carrier's actual charge rather than the rate shown at checkout.

• If a delivery fails for a reason within your control — nobody present in the agreed window, a refusal of the goods, a missed appointment — the carrier's re-delivery or storage charge is yours as well.
• If your situation is not one of those, ask us before ordering rather than after: we would rather answer the question than have it answered by a policy.

Tell us within 72 hours of the delivery date, or of the expected delivery date, with your order number, photographs of the piece and the packaging, and a description of the problem. That window is short because it is the period the freight insurer allows. We handle the carrier claim on your behalf, you do not correspond with a freight company or fill in a carrier's form, and you are not asked to pay for a repair, a collection or a redelivery.

• Keep the crate, the packaging and the contents until the claim is closed — the carrier may ask to inspect them.

No — it is the material. Screen colour is approximate: your screen and ours are not the same screen, and the terms say plainly that we cannot guarantee a monitor's display of any colour. Natural materials also vary from piece to piece. If you are choosing a finish sight unseen, ask us before you order and we will tell you what to expect.