Our products are handmade, using processes that embrace chance and freedom and in their making. This means no two products are the same and so your product will vary from the image on the website. If the product you receive is not as you’d expected and you don’t like it, then we would be more than happy to replace it in accordance with the timescales and terms below.
If you have any specific preferences in regards to the appearance of the products you’re ordering (eg you prefer the darker coloured smoked handles), please get in touch when you place the order to let us know.
If you are not 100% satisfied with your product, we will happily issue you a refund or replacement. Please email us at email@example.com within 3 days explaining your reasons for returning and post it back to us within two weeks of receiving. Please note that bespoke products are excluded and are non-returnable.
Unless your product is broken or faulty you will be responsible for paying the original cost of shipping and for returning your item to us safely. We are unable to issue refunds for items that are returned to us in anything less than like-new condition. We recommend you return the product in its original packaging or something equally secure. We are not responsible for returned goods being lost or damaged in transit, so we recommend that you return your items using a tracked service. Refunds will be issued only after your returns are received to our workshop, and will be processed within 1 week. Replacements will be sent out within 1 week subject to stock.
Damaged or broken items
If your item arrives broken, please take a few photos of the item and the packaging within 3 days of receiving the order and send us an email at firstname.lastname@example.org. We will get replacements arranged straight away.
Orders for standard stock products can be cancelled at any time before the goods have been dispatched by emailing us at email@example.com or calling us on 0151 727 5508. We are unable to cancel bespoke or made-to-order products once production has started due to the individual nature of each item.
Large item exclusions
Fireplaces, tabletops and other large items which fit on a 1.2m x 1m pallet when packaged are sent via pallet courier for a kerbside delivery and are covered by our standard terms above. Any products larger than this footprint are outside our standard transportation insurance, and we can not be held liable for any damage or breakages that occur in transport. If you have any concerns then please get in touch and bespoke cover can be arranged.