Deliveries and Returns Policy

All of our items are made to order: current lead times are 2-3 weeks for small items such as shelves, Omni console tables and mantels etc. For large items such as dining tables and cabinets, our lead time is 10-12 weeks for production and delivery is usually made within two weeks from completion.

Delivery

  • Please consider the access to the location you are having the product made for. Will it fit through all doors, corridors, stairwells etc.? All our dining tables are delivered with the legs detached for easy delivery. We can disassemble some other items for easier access if arranged, and will not be held responsible for items not fitting into the space required, and any re-deliveries and alterations will have to be charged to the customer.

  • Most of the time our couriers work on set prices, however, we reserve the right to potentially increase the delivery costs in the following circumstances:

    • You live in a remote part of the UK.

    • Access to the room/delivery location is difficult. If there are several floors to manoeuvre up, or long distances to carry the furniture, it is vital you inform us before delivery is attempted.

  • Any attempted and failed deliveries due to access issues will be charged to the customer, along with the cost of any necessary alterations.

  • Any delivery dates or times set out are estimates only. While we will make all reasonable efforts to deliver the goods within the time or times agreed we will not be responsible for any losses caused to the Buyer as a result of late delivery, and are unable to offer compensation if the agreed delivery date is missed or cancelled by the courier or ourselves.

  • We will always endeavour to complete any work in as timely way as possible, but unless agreed to beforehand with the Buyer, we will not be subject to any subsequent arbitrary delivery dates requested or insisted upon by the Buyer or their agents.

  • We use third party delivery companies; your contact details will be sent onto them to arrange delivery. The delivery companies are responsible for organising the delivery of your goods, and may not be completely flexible on delivery dates. 

  • You will receive a notification no more than 48 hours in advance of a delivery with a 3 hour time slot, if this doesn't work for you, you can reject this and they'll allocate you another on their next available date. You can reject as many times as you wish until a time suits you. 

  • It is the Buyer’s responsibility to inspect goods on delivery for damages, please make us aware of any damaged or faulty goods within one week of receipt.

  • Surcharge prices will apply on top of the free delivery for postcodes listed in the ‘Surcharge Areas’ section below.

  • Sometimes it will be requested, during the ordering process, that the customer organises for an additional number of people to be present to assist with the delivery of large orders. If this has not been arranged by the customer the drivers reserve the right to refuse to deliver the order, as it will be too heavy and dangerous for them to lift alone.

Delivery Surcharge areas -

The following postcodes may incur a delivery surcharge, including on orders with free delivery. Please contact us to arrange your delivery. AB ,IV ,PH, PA, DD, TR, PL, TQ, CA, TD, EH, G, DG, KA, ML, FK, KY, LL(EXCLUDING 13-14) AND SY23/24/25

Other Highland and remote Scottish postcodes will need special arrangements.

We do not currently service areas out of mainland UK, Northern Ireland or the Republic of Ireland.

 

Returns Policy

Refund, Returns and Alterations

This policy is offered in addition to your legal rights.

  • As we are a small company offering bespoke, made to order products, we cannot accept returns or cancellations on any orders after 7 days from the date the order was placed. Please ensure all details are correct when placing your order, and that you are happy with all design decisions.

  • Non-bespoke products (in styles and sizes listed on this website) can be partially refunded within 14 days of receipt. As all items are made to order a 20% return fee will be applied. This 20% fee covers admin time, postage of the initial delivery and storage costs. You (the customer) will be required to return the item to us in the same condition you received it. Upon receiving the item we will check for signs of damage and, if any, additional charges maybe applied to rectify for re-sale. 

    • Additional charges may, but are not limited to, include:

      • Chips to powder coating on metal components - 10% charge of the item total

      • Small dints or scratches to wood - 15% charge of the item total

      • Large dints, scratches or other - 25% charge of the item total

      • unsalvageable item - 100% charge.

  • We endeavour to always send out quality products, however mistakes can happen. Should you receive faulty or damaged goods, we will of course repair or replace the item. Please provide a detailed description in writing, with images if possible, of any areas of damage. See the products and materials section for what we deem as acceptable ‘character’ within the wood.

  • In the case of faulty or damaged goods, or an incorrect order being received, we will ensure all necessary steps are taken to provide you with the correct item/s.

  • Once an order has been placed, by putting down a payment, the cost of any additional requested design drawings, or requested alterations to existing drawings will be charged to the customer. We do not provide drawings for all items.

  • We cannot offer full or partial refunds, reimbursements, or compensation for orders delayed by the following..

    • Any act of nature that couldn't have been foreseen or avoided, such as a natural disaster or flood.

    • Pandemic

    • Government enforced lock down

    • War

    • Other disaster

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© 2018 by The Crafty Couple Ltd All rights reserved.

Unit 17 - 18 Baltic Works, Sheffield, United Kingdom, S9 3QA

Company Number: 11715789  VAT Registration Number: 336518984