Refund & Return Policies
We work hard to source products you'll love, but in the unfortunate event that your purchase doesn't meet reasonable expectations or you've received a faulty item...
PLEASE KINDLY DO GET IN TOUCH WITH US and we will then schedule a phone call with you and find out the best solution for you! :)
Please do let us know about any issues or complaints you may have prior to leaving any public feedback as this would limit our options.
As we aim to keep the rustic characteristics of reclaimed furniture and our products are hand constructed using reclaimed materials, each piece will be unique!
Typically, recycled wood products feature finishes that vary, such as: distressed paint work, variations in wood grain and tone, old nails and nail holes, and warping due to age. So these are therefore not considered flaws, but characterful features that we love! Although, if something looks unusual to you, please do not hesitate to get in touch with us - we'll happily look into any concerns you may have.
The product will need to repackaged securely, (using the original packaging) to ensure it doesn't incur any damage on the return journey. The returned item will need to arrive in the same unused condition as it was sent.
If an item incurs damage as a result of inadequate packaging, the buyer would be responsible for any loss in value. This can affect the amount of the refund that is offered.
Return costs are to be paid by the buyer and items returned within 30 days in original condition.
SOURCED & BESPOKE ITEMS:
Items specifically made to your requirements that fall outside of our usual specifications or items such as vintage goods that are specially sourced for you and are not advertised for sale, or customisations to our made to order items where there has been a prior agreement, are are not covered by our usual return policy, as we may be left with an item that cannot be sold via our usual channels at our usual rates. www.gov.uk refers to these as 'personalised'
We of course welcome sourcing items just for you and making customised made to order items, but if we have made out of the ordinary efforts and a change of mind occurs then we cannot offer the same terms. But we will still work with you to work out a solution.
If an item has sustained damage or gone missing on it's journey to you, please do get in touch with us and we will contact the courier and investigate this for you.
In the case of a missing package, UPS require 8 working days to fully conduct an investigation and search, so please do bear with us during this period.
If the courier cannot find the missing package and confirm it is lost, we will send you a replacement as soon as possible.
In the instance of damage incurred in transit, or that the item differs significantly from the description; please get in touch and send over photographs of the areas in question. Once we can confirm that damage has been sustained, or that there is a fault with the item, we will arrange the collection and return of the item for you.
A replacement/full refund will be sent once the returned item has arrived back with us.
If you have changed your mind and wish to return your purchase, please get in touch with us and we will provide you with the return address, so you can then arrange the return.
All return costs are to be paid by the buyer and the items need to be returned within 30 days in original condition.