Returns and cancellations

Almost everything here is built for your order, which changes what a return can reasonably mean. This page says plainly what we will and will not do.

If it arrives damaged or faulty

Tell us within 48 hours of delivery, with photographs. We will repair it or replace it at our cost, including collection. This is the case we take seriously and settle quickly — a piece that turned up damaged is our problem, not yours.

Photograph it at delivery if you can, before the team leaves. It makes the whole thing a formality.

If you change your mind

A piece in stock can go back within 7 days of delivery if it is unused and in the condition it arrived. Collection is charged at cost, because moving a wardrobe across the city is not free for anyone.

A piece made to order cannot. It was built to your size, timber and finish, and there is no second customer waiting for it. This is the usual rule on made-to-order furniture everywhere, and it is why we would rather you saw the piece, or a photograph of the exact one, before you commit. Ask, and the shop will send pictures.

Cancelling

Before work starts, cancel freely and get anything you have paid back in full. Once the timber is cut, cancellation costs what has been spent, and the shop will tell you what that is at the time. Ask where your order stands and you will get a straight answer.

What is not covered

Normal marks from use, damage from standing water or heat, and the colour change solid timber goes through in its first year. That last one is the timber maturing, not a fault — see the warranty page.

Small differences in grain and colour between the photograph and your piece are not faults either. No two boards are identical, which is rather the point of buying solid wood.

How to raise it

Message the workshop that built it — their number is on the piece’s page under “Made by” — or contact us and we will put you in front of the right person. Have your photographs and the delivery date ready.

Nothing here reduces your rights under the Consumer Protection Act 2019. Where this page and the law disagree, the law wins.