DELIVERY AND RETURNS

DELIVERIES AND RETURNS INFORMATION

DELIVERY OPTIONS AND COSTS

We can deliver to your home address or to an alternative address. Please specify when placing your order. Please note that we only deliver to addresses in the UK and we cannot ship to PO Box numbers.

• STANDARD DELIVERY FOR FURNITURE ORDERS IS FREE

All furniture orders with standard delivery within mainland UK is free

All our furniture is handmade to order, we aim to dispatch your goods to mainland UK addresses within 10 working days of receipt of your order for items of furniture(subject to availability).

• FREE COLLECTION OPTION

Standard items can be collected from our workshop in Barnstaple, North Devon, by appointment. They will be available to collect within 10 working days after placing the order. Items are held for 7 days. This option isn’t available for all items.

DELIVERY TIMES

All our furniture is handmade to order, we aim to dispatch all orders within 10 working days of receiving your order with the exception of bespoke items, although we do advise you to allow for a little longer in our busiest periods. If you require your order for a specific date please contact us and we will do our best to achieve this.

• LEAD TIMES ON BESPOKE

For bespoke/made to measure/personalised items, a date will be discussed at the time of ordering but generally will be completed within 4 – 6 weeks. We will endeavour to keep you updated on the progress of the order.

REFUNDS AND EXCHANGES

At Taw Valley Furniture we want you to be completely happy with your purchase. In the unlikely event that you are not 100% satisfied with your order, please see our Returns Policy below.

RETURNS

If you are not happy with your items you may return them to us within 14 days of receipt. We will be more than happy to offer you an exchange or a refund, provided that the products are returned complete, in perfect condition, unused, unwashed and with the original packaging. We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or cleaned.

If the item is not in perfect condition you may not be eligible for a full refund.

There are no refunds on personalised / bespoke products.

No order can be cancelled on personalised or made to order goods once production had started.

TO RETURN AN ITEM

Should you be returning an order because you are not satisfied, please email us first for a returns form and enclose all details of the purchase giving the reason for your return and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel, using the original packaging, along with the returns form and return to the address we provide to you. For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us.

When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. Until we receive your returned items you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

CANCELLATIONS

In accordance with the Distance Selling Regulations, you have the right to cancel your order within 14 days of receiving your order.

If you wish to cancel an order, you must e-mail us within 14 days of receiving your order. If the order has already been despatched you will be required to return the item(s) in their original and unopened condition within 14 days. No postal charges will be refunded and goods must be returned at your expense and at your own risk, preferably by recorded delivery. You will be refunded within 14 days of receiving the item back.

Please see how to return an item above

If the item is not in perfect condition you may not be eligible for a full refund

REFUNDS ON PERSONALISED / MADE TO ORDER PRODUCTS

No order can be cancelled at any time on personalised or made to order goods.

In the case of an error on our part with regard to made to order products, we will correct this by exchange at our expense. If you have made an error then we will do what we can to assist in putting this right. We do however reserve the right to make a charge for this service as well as the additional postal charges.

FAULTY OR DAMAGED ITEMS

All our items are carefully packed by hand and checked prior to packing, but in the unlikely event that an item is damaged in transit we will require you to e-mail or telephone us within 24 hours of receipt, giving us a full description of all damages and any damage to the packaging. We would ask that you return the item in the original packaging within 7 days and upon receipt we will arrange for either a replacement or a full refund. We will of course pay for your return postage and would ask that you retain a proof of postage.

If you believe that your item is faulty please email us immediately and we can advise you how to proceed. (Please do not attempt to repair the item as this may affect your entitlement to a refund or exchange.) If the item is agreed to be faulty all further costs will be covered by us. Once the faulty item has been received we will contact you to discuss whether a refund or replacement will be issued.