A guide for your project
Payment &
delivery.
A plan for your piece.
Confirm the practical details before making begins, then prepare for the journey and arrival.
Your written quotation sets out payment stages, production timing and the agreed delivery scope.
Bespoke woodwork / WorldwidePayment &
confirmation.
Confirm the complete scope before making begins.
Review the design, materials, finish, quantity and delivery scope together.
- Payment terms
- The amounts, currency, payment method and milestones are specified for your project.
- Start of making
- Check the approvals and payment stage required before production begins.
- Changes
- Ask for the effect on cost and timing to be confirmed before authorising a change.
Making time.
Travel time.
Allow for production and transit separately.
Making time depends on the approved design, material, finish, quantity and any sampling. Share your target arrival date with the first brief.
Factory dispatch.
The factory is responsible for completing production and handing the goods to the agreed carrier by the factory dispatch date recorded in the order.
Transit & arrival.
Transit is outside the factory's direct control. Carrier transit times and arrival dates are estimates unless we have agreed a firm arrival deadline. Actual arrival depends on the airline, shipping line or other carrier's operations.
This does not limit any agreed delivery obligation or responsibility under applicable law.
Ready for
the journey.
A look at your finished piece before dispatch.
Before dispatch, we provide photographs or a video of the completed piece for inspection against the agreed specification. Please raise any visible discrepancies before dispatch.
- Packing
- Packing, crating where needed, and any disassembly are considered with the construction, size and delivery route.
- Assembly
- Confirm whether the piece is sent assembled, and any reassembly or installation instructions needed.
Delivery scope
& charges.
Know what the delivery arrangement includes.
Share your delivery country, postcode and access requirements at the start.
- Address & access
- Flag narrow doorways, stairs, lifts and vehicle or unloading restrictions.
- Scope of service
- Confirm unloading, carrying inside, assembly and installation separately.
- Costs & charges
- Check the stated inclusions for packing, transport, insurance, import duties, taxes and local fees.
Exceptional freight changes. If war, natural disasters or comparable events beyond our reasonable control directly increase freight costs before dispatch, we may propose an adjustment limited to the actual, reasonable additional transport cost. We will provide the reason, amount and supporting carrier information for your written agreement before applying it. Any agreed difference is payable before dispatch; the product price remains unchanged. If we cannot agree, we will discuss alternative arrangements without limiting any cancellation or refund rights under applicable law.
When your
piece arrives.
Check the packing and the piece on arrival.
Photograph any concern with the packaging or the piece, and contact us with your project reference. Keep the packing and delivery documents while it is reviewed.
Practical
questions.
Are import duties and taxes included?
Check the inclusions and exclusions in your delivery quotation. If anything is unclear, ask us to confirm it before you approve the project.
Can I return or exchange a custom piece?
Because each piece is made to order, we do not accept returns or exchanges for a change of mind or other reasons unrelated to quality. This does not affect mandatory rights under applicable law, including rights concerning faulty, misdescribed or non-conforming goods. Photo or video inspection does not limit those rights.
What if my required date changes?
Let us know as soon as possible. Any effect on production, dispatch or storage arrangements needs to be reviewed before a revised schedule is agreed.
Begin with your project
Let’s make
the details clear.
Share the idea, the quantity and the destination. We can begin with what you know.
Start a project