TERMS & RETURNS POLICY
 

Quotes, sizes, dimensions
Whilst every effort is taken to correctly interpret measurements or diagrams supplied for a commission, it is the customer’s responsibility to ensure dimensions are correct on the quote provided.

Payment
Heidi will require payment in full (including P&P) for commissions before the item can be dispatched. Payment is accepted via online bank transfer or the item can be put on the website to purchase.

Delivery
A Courier is used in the majority of cases, please allow 3-5 working days from dispatch for delivery. A tracking number can be supplied for the item upon request. If an item is not delivered within 5 working days of dispatch please contact Heidi and every effort will be made to resolve the issue, however Heidi cannot be held responsible for the service provided by the courier. Items will require a signature upon delivery. If an item fails to be delivered after 5 working days and is confirmed as lost by the courier, the customer has the option of having a replacement piece made or a full refund.

You will receive an email from the Courier when the order has been placed, this email will have your tracking number on it with all other relevant info regarding your delivery. It is your responsibility to check your emails for the delivery date and timeslots, failure to do this can result in your item not being delivered if you’re not in, please check your junk box if you aren't seeing the confirmation email.

Damaged goods
If there is damage to the item please contact Heidi within 24 hours of delivery.

Returns Policy
If you decide that the product does not meet your requirements, by law you have 14 days to send the item back. Upon receiving the item back in its original condition and original packaging a refund shall be issued, the customer is responsible for the return postage costs.

Bespoke items are not eligible for a refund unless they have incurred damage in transit.

Returns have to be sent back with the same courier as the item was delivered by, please contact Heidi so she can arrange the return collection.

I only use DHL, DX and Royal Mail.

Change in appearance to timber product.
Heidi cannot be held responsible for any cracking or warping of material due to age and natural drying out. Heidi goes to every effort to ensure that the wood used has been correctly dried out, however movement in solid wood cannot be prevented. Wood is an organic material and as such it is impossible to predict how it will age and any small cracks or shakes that appear after delivery do not constitute a fault in the product. Heidi cannot be held responsible for any damage to the product.