Refunds & Returns.
We hope you are as happy about your purchase as we are making it.
However, if there are any issues we hope to provide a stress-free process and get any issues resolved as quickly as possible.
Returns, Refunds & Cancellation
1. Please ensure all details are correct before placing your order, and that you are happy with all design decisions and materials. We highly recommend you use our sample service to confirm your fabric choice before making a purchase. We will not refund for any change of mind or fabric choice due to these items being handmade, bespoke pieces for each customer.
2. Under the terms of the Distance Selling Regulations (2000), you have a cooling-off period of 14 working days in which you can cancel your order for any reason, unless it is a bespoke order made to your specific requirements/measurements outside of the shop descriptions. The cooling-off period commences the day after the order of the product(s) and the period ends 14 working days later. You must inform us in writing before the end of the 14th working day should you wish to make any changes or cancel the order.
3. If you cancel within the 14 day cooling off period, which we require in writing, you will receive a full refund within 14 days of us receiving your cancellation, which we will confirm in writing.
4. As our products are bespoke, we will not start making your order until the 14 day cooling off period has passed to allow you to notify us in writing of any changes or cancellation to your personal order.
4.a. If you would like your order started sooner, within the 14 day cooling off period, we require this in writing via email. If you would like to instruct us to start your order early, you must email us to confirm you are happy to waive your rights to the 14 day cooling off period and you will then be unable to cancel or change your order due to our items being bespoke handmade items, without being charged in full.
5. Under the consumer rights act 2015 we will ensure that all our goods are accurately described, with you the consumer agreeing at the point of sale to a reasonable allowance for slight variation in finished measurements due to varying fabric thickness and bespoke handmade frames. We will also ensure our products are fit for purpose and of satisfactory quality. We encourage all customers to order a fabric sample before ordering a product to ensure their fabric choice is correct, as the images online may vary in appearance to in person and we will not accept returns after the 14 day cooling off period due to wrong fabric/colour choice.
6. We will endeavour to repair or replace items which are damaged or not fit for purpose as outlined in the Consumer rights act (2015) and we ask customers to contact us directly within 7 days of receiving any damaged products with any queries. Please include images and descriptions so we can deal with any issues effectively and efficiently to the satisfaction of both parties.
7. We will not accept returns for any items bought in person because of a change of mind or products which are listed online as ex-display or sale where imperfections are clearly pointed out to you the consumer at the point of sale. You the consumer agree to waive the 14 day cooling off period at the point of sale by accepting those imperfections as outlined clearly in the description and reflected in the sale price.
8. We will not accept returns where you, the consumer has attempted to carry out a repair yourself or by using a third party company. We encourage you to contact us directly so we can deal with any faults or damage ourselves to reach a satisfactory outcome for both parties.
9. You are responsible for the safe unpacking of the goods whilst in your care, if you need to return a faulty item(s) please note that you will be liable for the return costs involved in the return of the goods. When the goods have been fully inspected after their return, we will refund the price if a repair or replacement is not possible, which will be paid within 30 days of the goods having been returned. This does not affect your statutory rights.
10. Subject to your statutory rights, products that are made or altered specifically for you, or where an item has been produced to a bespoke design or a precise specification, may not be returned under any circumstances unless defective or have been accidentally damaged in the course of delivery. All claims for damage must be notified within 7 days in writing with evidentiary images.
11. If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require repair or replacement, you must report the defect within 7 days of the date you receive them by contacting us in writing. Please keep the products purchased in a saleable condition and retain the original packaging to return in the condition it was provided.
12. We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.