Delivery and returns
DELIVERY
As all of our furniture is individually handcrafted to order; finalising designs can be a bit timelier than if they were manufactured in factories. However, we do aim to ship all of our items of furniture to you within 4 weeks. For your ease; the majority of our furniture is delivered ready made.
There are 2 simple options for delivery:
2) Courier Shipping Service
We use a number of professional one-person couriers who will deliver items to your door. Please note that it is then your responsibility to arrange access and carry items into your property. The carrier will contact you within 2 working days after dispatch to arrange a convenient delivery date. The day before your scheduled delivery, you will receive a 3 hour time slot. CERTAIN POSTCODES will incur additional fees.
3) If you live nearby we do run an open workshop policy. So you are very welcome to come and collect items yourselves. For deliveries outside of the UK mainland please do contact us to discuss international shipping options and costs.
RETURNS
Unwanted items should be returned within 14 days of delivery in its original condition and packaging. Items marked down in a sale are non refundable.
As all of our items are hand made to order, we are not an off-the-shelf company so all of our items will have slight differences to the ones pictured. Wood is a natural and alive product. We of course will do our absolute best to replicate exactly what is seen here. No piece of wood or furniture is the same.
We are happy to accept returns as long as we are contacted within 7 days of delivery and the item is returned in perfect condition within 14 days of delivery.
As with the nature of the products, the following items are not accepted as returns unless delivered damaged or defective.
-Bespoke, customised or personalised items
-Sale Items
Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Unfortunately we can’t cover the cost of return delivery so you will have to make your own arrangements for a return. If you require help with a return please contact us and we will assist where possible. However, if you are a returning item due to a ‘fault’ then return delivery costs do not apply.
Please email us at charlotte@twistedloom.co.uk before you organise to return your order so we know its on its way, please be sure to include a copy of your order with your returned item(s) so we know who it’s from. Once returned to our workshop safely we will process the refund.
We strongly recommend you use a registered service for returns as this is your responsibility. If you have any questions about our service please do not hesitate to contact us.
*fault* The item arrives faulty – As per our statement Wood is a natural living breathing material. If over time the item becomes unusable then we will offer solutions, re-installation/repair or a replacement. We need to have the original returned to us at the buyers cost and we will do the rest.
We can not offer refunds on these items.