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FAQ
If not frequently then either anticipated or we just think the answer is interesting.
Where are you?
We are based in Carmel, Carmarthenshire. We also have close ties to Buckinghamshire and Berkshire and often undertake milling work in these areas without charging for additional travel.
What does free delivery cover?
UK mainland delivery is included in all our prices. However it does exclude some more remote areas. If you are lucky enough to live in one of these please let us know and we will get a quote for you.
Our courier feels the following places are ‘remote’
- PO30-PO41 Isle Of Wight
- All IM Postcodes Isle Of Man
- All JE Postcodes Jersey
- All GY Postcodes Guernsey
- All BT Postcodes Northern Ireland
- All ZE Postcodes Offshore Island
- All HS Postcodes Offshore Island
- PA20, PA31, PA35, PA41 + Offshore Island
- KA27 Offshore Island
- TR21-25 Isle of Scilly
- All KW Postcodes Highlands and Offshore Islands
- All IV Postcodes Highlands
- All AB Postcodes (Except AB21-25) Grampian
- All DD Postcodes (Except DD1) Tayside
- KY13 Tayside
- All PH Postcodes (Except PH1&PH2) Tayside, Grampian, Offshore Islands
- All DG Postcodes Dumfries & Galloway
- All TD Postcodes (Except TD15) Border Counties
- EH38,43,44,45,46 Border Counties
Our delivery charges are based upon weekday deliveries. They should arrive with you between 08:00 and 18:00 on the agreed day. They are delivered to your door and larger items require a signature. Please bear in mind some of our items are pretty heavy and ensure you can move them inside safely. We can provide weights and sizes for individual packages if required. Weekend deliveries or deliveries prior to a given time can be arranged but will attract a surcharge. Contact us if you would like a quote.
Can I collect?
Absolutely. Drop us an e-mail and we will be in touch to arrange a mutually convenient time and date. A discount can be provided on larger items.
What is the lead time for Made to Order items?
This depends upon workload and complexity. Please contact us to discuss the lead time for your order. If you require delivery by a specific date please let us know and we will be happy to commit to it if it is at all possible.
How long does it take to receive off the shelf items?
We aim to dispatch orders within 48 hours of receiving your order. Our courier quotes three to five days for delivery for smaller items. We will let you know when orders are dispatched and send you tracking info. If you need your item quicker please contact us and we will be happy to arrange a quicker delivery for an additional fee.
Will my item look exactly like the one on the website?
Other than one off items, in short, no. We use materials that have a naturally occurring form or are recycled. They are inherently unique so there are likely to be colour and shape variations. If there is something particular about the one in the photo that you love, let me know and I can try to ensure that the one we send is similar.
Because your item is made individually we learn through doing, so designs do evolve as we find better ways of doing things and there may be small differences in the design or materials used but these are always changes that we believe make for a better product.
Do you accept returns?
We will accept the return of any item that is damaged or faulty upon receipt. Just notify us within fourteen days of receipt. We will pay for the return postage and provide a replacement or refund of the purchase price and postage. If the packaging was damaged in transit, please ask the courier to record the fact.
We will accept the return of any off the shelf item within fourteen days for any reason, provided it is returned to us in undamaged condition. Under these circumstances we refund the purchase price but not any postage costs we have incurred.
We cannot accept returns on items that are made to order or custom made unless they are faulty so it is important that you satisfy yourself that you have ordered the correct item and provided us with the correct specification.
Can I supply you with wood to use in a custom design?
‘Yes please’ is the simple answer. We can use virgin wood e.g. from your tree or we can design and make pieces that incorporate wood you have found or even reclaimed from existing furniture or construction. Send us some photos and let us know what you are trying to achieve so that we can discuss some options.
Can you modify an existing piece of furniture?
Happy to. We are all in favour of extending the life of the stuff around us. If we can keep it going by retaining the best bits in a new piece or modifying it to fit in a new environment, that’s great. Send us some photos and let us know what you are trying to achieve so that we can discuss some options.
This is all very friendly but I bet you have reams of terms and conditions that aren’t?
I hope our T&C’s are simple and friendly. They are here.
Penguins?
Sometimes we like to cast penguins into our furniture just for the sheer aesthetic appeal. You read this far? Wow! Really didn’t think that would happen. We don’t abuse penguins, honest.