Shipping Policy

Most of what we make is made to order, and a piece like that takes eight to fourteen weeks in the workshop before it is dispatched. A few pieces are already finished and held; those are dispatched within 1 to 3 business days. The lead time on each product page is the door-to-door figure and includes transit.

Shipping is calculated at checkout by destination and by the contents of your order. When your order is dispatched we give you the carrier and its tracking number. Delays caused by the carrier, by weather or by customs are beyond our control.

The delivery address given at checkout must be complete, accurate and easy to access. Gate codes, delivery instructions and access restrictions should be provided at checkout; missing details can cause a delivery to fail.

If a parcel is returned to us because the address was wrong or incomplete, because the location could not be reached, because delivery instructions were missing, or because the parcel was not collected from the pickup point, the related costs are borne by the customer: the carrier's return fee and the cost of re-shipping.

When a piece comes back to us, we will contact you with the options for sending it again. If you choose not to have it re-shipped, we will refund the order less all shipping-related charges, taken at the carrier's actual charge rather than the rate shown at checkout.

If an item is damaged, or a parcel is lost in transit, please contact us within 72 hours of the delivery date (or of the expected delivery date), with your order number, photographs of the item and the packaging, and a description of the problem.

We will file the claim with the carrier on your behalf, and you may also submit one yourself; all claims follow the official carrier process, and resolution times vary with the carrier's investigation. Please keep the original packaging and contents while a claim is open, as the carrier may ask to inspect them.

Because of their size and weight, some custom or oversize pieces have to travel by freight. Freight delivery is kerbside only, by appointment, and requires an adult signature.

The carrier will contact you to arrange a time once the piece is finished. Kerbside means the nearest accessible point in front of your property or building; the piece is not carried inside. An adult (18+) must be present to sign within the agreed window.

If a delivery fails for reasons connected with the customer — nobody present during the window, refusal of the goods, a building, property manager or owners' association that refuses to accept or permit the delivery, an address that cannot be reached or is wrong, a missing gate code, a missed appointment, or a failure to reschedule in time — the customer is responsible for any attempted delivery, for the re-delivery or storage charges the freight carrier makes, and for all the costs of arranging a new consignment. We are not responsible for those costs. If the order is refunded rather than re-shipped, those amounts are deducted from the refund at the carrier's actual rate. Stock and address information is confirmed before despatch.