Terms of Service
Materials
By the nature of the materials we use and the handmade processes by which we produce the pieces we sell, means you should expect certain potential characteristics which will differ from item to item.
All the hardwood we use has naturally occurring elements/features. This includes varied wood grain, colour variation, pattern, pith rays and occasional knots - which should be expected of any solid wood product. As such, we will not accept returns, cover the cost of adjustments or alterations, offer refunds, discounts or compensation due to customer personal preference.
It is the buyers responsibility to follow the advice given regarding care of their piece/s - also to maintain the finish on the item once you receive delivery of your item/s. If you are unsure or need further guidance we always recommend getting in touch first - either by the website or hello@blocandboon.co.uk. We’re more than happy to help you look after your product directly!
We can not take responsibility for any changes, adjustments or refinishing to a product after purchase that hasn’t been completed by or directly advised by us.
Our furniture is not suitable for outdoor use, humid environments or environments with heavy temperature fluctuation. We cannot accept responsibility for the decision of the customer to use our pieces in this way - temperature and moisture/humidity outlines are covered in the care guide and as above it is the customers responsibility to follow this advice.
Our furniture is made for use on flat surfaces - as such, we cannot accept responsibility or claims of a defective item due to potential twisting/warping of the wood or wobbling should it be kept/used on uneven ground.
As a small business delivering handmade products, we have to set a few of the important things out. Remember, if you have any questions just let us know by contacting us on hello@blocandboon.co.uk or via the contact page on our website. For information regarding shipping please head over to the Shipping + Returns page.
It is the buyer’s responsibility to ensure they read this information in full before placing an order. By ordering with us we assume the following has been read and understood.
Refunds & Returns
Small items/homewares
We really hope you’re delighted with the piece/s you order from us - but we understand that sometimes you might change your mind.
For smaller pieces like lamps, candlesticks, lamp bases, lampshades, bowls or mirrors etc. we accept returns within 14 days after purchase. To arrange a return just get in touch and we’ll pass on the information you need. You will be responsible for organising and paying for postage back to us - just make sure to let us know when to expect it. We recommend using a trackable service to make sure it reaches us safely - we will only issue a refund once the piece/s have arrived back with us.
Furniture
We are a small business so for larger pieces we can only offer a small window for refunds, due to the fact that our coffee tables, plinths, bedside tables, shelves, chairs and cabinets are produced on a made to order basis.
We offer a 7 day grace period from the point the payment has been made to get in touch and cancel. From this point onwards we are unable to refund your order. By the way in which we operate our workshop and produce our furniture, beyond 7 days will mean we are fully stuck into production of your piece.
In the very unlikely case that an item you receive is damaged or faulty, we will repair or replace the item free of charge. If you haven’t already please refer to the terms above [Materials + Delivery/Lead Times] for further information - this will outline further circumstances regarding returns/refunds.
Delivery/Lead times
Nearly all our pieces are made to order and will be made to our current estimated lead times. This is stated in the description of the product page at the time that payment is received. Our lead times are regularly reviewed and could increase or decrease without warning. You should always check the current lead time of pieces when making an order so you know what to expect - please keep in mind that this could vary between products.
Once your piece has been completed in the workshop - we will notify you. We will then pass on an email containing further shipping/delivery information and to arrange further details such as, delivery date, time, courier contact and tracking [if applicable].
We will always strive to complete orders within our estimated lead time, however, due to the nature of orders and how they are made, delays may occur. We will communicate this with you and state a new anticipated finish date ready for delivery. Should your order be delayed for any reason, we are unable to cover losses, accept returns, offer refunds, reimbursements, discounts or compensation.
At the point of ordering please ensure your delivery address and contact number is correct - this can be amended until the point of completion of your order. Once shipping has been arranged and you have received a notification of dispatch this cannot be changed. We do not take responsibility for any errors and subsequently if delivery information is incorrect, you could be subject to additional delivery charges.
An initial delivery date will be offered between Monday-Saturday. This date will fall within the following two weeks of the orders expected completion date/end of the lead time. The buyer must allow for the delivery time frame once production is complete.
Any failed delivery attempts will need to be rearranged which will incur extra cost. This would be calculated on a case by case basis by our courier provider. Redelivery will not take place until this charge has been paid.
Should you wish to use your own courier for delivery of your order, this would be at your own risk. We cannot accept responsibility for your pieces if you choose a courier outside of our trusted provider. Any resulting damages or issues would be covered by the external couriers terms and conditions and should be raised with them directly by you.
Orders can be collected by you or a person/company that is authorised to do so from our Kent-based workshop. All collections must be agreed in advance. Your order will only be passed to the collector if they can provide a proof of purchase/order confirmation.
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