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Shipping & Returns
Artisan Wood Co. Delivery
When you buy handmade wooden or stone crafted pieces from us, we work hard to ensure your handicrafts are received promptly and in perfect condition.
Artisan Wood Co. has tried to make calculating and understanding the cost of your woodcraft delivery very simple.
Artisan Wood Co. delivery prices vary depending on your order, product dimensions and weight. We calculate the cost of deliveries based on the TOTAL weight of an entire order (including packaging).
No matter what item you order, the maximum standard delivery charge is just £49.99 for Standard Delivery for large items to mainland UK addresses or £109.99 for Premium Delivery. When you commission a bespoke piece we will discuss lead-times and delivery as a matter of course.
Our Artisan Wood Co. Delivery Charges For UK Mainland Regions:
Artisan Wood Co. Standard Delivery –From £9.99 to £49.99
Small Items - £9.99 - £29.99
Large Items - £49.99 - £109.99
What's Included:
• Delivered within 7 days of manufacturing completion or ordering off-the-shelf crafted items
• Furniture placed in the room of your choice
• Choose your delivery date and change it if needed
Artisan Wood Co. Premium Delivery
£109.99
What's Included
• Delivered within 7 days of ordering for off the shelf pieces
• Courtesy call 30 minutes before delivery
• Larger items delivered by a two-person team
• Furniture can be placed in the room of your choice
• Your furniture will be unpacked and fully assembled
• All packaging materials taken away
• Choose your delivery date
• With bespoke engraving and wood projects, please allow for production times. We can discuss lead-times at the outset.
International Delivery
Artisan Wood Co. currently ships to addresses within the United Kingdom only but we can arrange International delivery on special request.
Please email us at hello@artfactorylondon.co.uk to discuss International postage options and rates prior to placing your order.
All we'll need to know is which items you wish us to send and which countries you wish them to be sent to.
We'll then seek to identify the best value and safest delivery methods and we'll let you know as soon as possible.
Delivery Timings
Lead-times depend on which of our products you have ordered and an agreed production schedule based on the complexity of the project if you require bespoke craftsmanship.
Once your item is ready to despatch, we work hard to get your artisan wood or stone product to you promptly. We ship on Monday through to Friday, excluding holidays and most orders by Standard Delivery (should be with you within 7 days of despatch from Artisan Wood Co.
We recommend that you leave up to 10 days for delivery in case there are shipping problems beyond our control with carriers.
Artisan Wood Co. will advise once your order is despatched so you know when it has left our studio and your order is winging its way to you.
Shipping Surcharges
Selected products in our range are subject to shipping surcharges due to either size, weight and/ or special handling requirements and these surcharges will be noted in the product summary copy and applied in the shopping bag summary before checkout.
Third Party Delivery Delays
Unfortunately, we cannot be held responsible or liable for any delays to your delivery due to third party challenges that are beyond our control. Artisan Wood Co. uses reputable couriers for all deliveries.
If your delivery is for a special occasion, please let us know prior to ordering then we can process your order in plenty of time. We will always discuss lead-times for our bespoke projects with you at the outset to ensure we can meet your delivery expectations. If your order is required in a hurry, we strongly suggest that priority delivery options are taken.
Please note that, even if priority delivery options are chosen, sometimes these deliveries are subject to circumstances and delays that are beyond our control once the delivery has left Artisan Wood Co. We cannot be held responsible for any delays.
What If My Delivery Is Lost?
If it becomes apparent that your order has been lost in the post, Artisan Wood Co. will re-send your order at no cost to yourself or refund your purchase after confirming the loss with the relevant carriers. The investigative process is thorough so please allow up to four weeks for Royal Mail to confirm the loss.
Remote Rural Territories
Please allow 5 additional days for Standard delivery in remote areas i.e. not on the mainland. Please note there is a £70 surcharge on Isle Of Wight and other non-mainland destinations.
Packaging
Artisan Wood Co. goes to great lengths to test all our packaging and has strict quality control procedures to ensure that all products that leave our wood studio do so in absolutely perfect condition.
Sometimes, due to circumstances beyond our control, we recognise that both product and packaging can be damaged by rough handling by third party carriers. If your product is damaged en route, we request that you contact our Customer Service Team immediately by email hello@artfactorylondon.co.uk
Is There Anything That We Can Do To Help?
If you have any questions regarding our delivery process or anything else that we can help you with then please don't hesitate to contact us via email: hello@artfactorylondon.co.uk
Returns
We want to make sure you find and receive products you love! If you change your mind within 14 days after receiving a product bought from Artfactory, you have the right to revoke your purchase by returning the product within 14 days of the date you took receipt of the ordered product.
There are some exceptions such as personalised/ custom crafted products such as wood art, home wares, furniture commissions or personalised engraved gifts.
To start a Return Request, please email hello@artfactorylondon.co.uk
ArtFactory will reimburse to you all payments received from you, minus the costs of delivery which we cannot refund.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than –
• 14 days after the day we receive back from you any goods supplied, or
• If earlier, 14 days after the day you provide evidence that you have returned the goods, or
• If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
In all cases, the items returned must be in their original condition and the goods are your responsibility until they reach ArtFactory. Please ensure you package your return using the original packaging to prevent any damage to the items.
We do not offer a free returns service and we suggest you use a recorded method of carriage to return the goods as we cannot be held responsible for items lost or delayed in transit on the way back to us.
Personalised Wood & Stone Products & Bespoke Commissions
Please Note:
• Special commissions, personalised gifts, custom products are all final sale. Returns will not be accepted unless the product arrives damaged or defective.
• Please contact us as a matter of urgency in the unlikely event a product is received in a defective or damaged state. We will work hard to put things right with you.
• Please Note: No refunds will be granted after the 14-day period.
Our Return Policy
If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer returns within 14 days of purchase.
You can return your product for a different product, or a refund to the original payment method.
Please note the following exceptions to our return and refund policy
Below are some examples of common exceptions:
• Discounted items are final sale and cannot be returned or exchanged.
• Returned items must be unopened and be returned in original product packaging.
• Returned items must have no visible signs use.
• Returned Items must be in sellable condition.
• We are unable to accept returns for perishable items such as confectionery or personalized and custom-made items unless they are received damaged or defective. Please contact us. We will simply ask for photos to substantiate the claim and potentially use the photos as evidence for the carriers.
To initiate a return, please complete the following steps:
1. Either reply to your order confirmation email to request which products you would like to return, get in touch with us via the online contact form here or send us an email hello@artfactorylondon.co.uk stating the reasons for the return.
2. On reception of your notice, we will get in touch with you.
3. On agreement of a return, you can then send all relevant items back to us.
Return FAQs
How long does it take to receive your refund, replacement product or store credit?
On reception of your returned item, we will investigate and raise a refund for the appropriate amount within 14 days. We will contact you as early as possible before this deadline.
Any shipping fees the customer will need to pay?
In cases where it is a ‘change of mind’ return, we will deduct the outbound and return postage charges from the product refund amount. Please note: bespoke products are non-returnable unless damaged. If an item is received in defective condition, we will refund postage as well as product costs on return
Any return restocking fees the customer will need to pay?
In cases where the item is re-sellable and the return is due to ‘change of mind’ we will discount 25% from the refund amount to cover restocking and administration expenses.
How do you handle lost or damaged returns?
We will promptly investigate any lost item or damaged product claims. Please contact us via the contact form here or send us an email using hello@artfactorylondon.co.uk stating the nature of the issue.