Frequently Asked Questions

 

Returns

• Do you offer returns?  As general rule no, unless the item is defective and can be shown that this is due to damage in transit or manufacturing process. Please note wood is natural and it will continue to change shape, colour and can split/crack especially if the environment changes significantly.

• Who pays for returns? In first instance the buyer pays to return the item. If it is then confirmed that the item was defective or has been damaged in transit (must ne notified on same/next day of receipt of item) I will provide full refund.

• What should I do if my item arrives damaged?   Please contact me as soon as you receive the item.  Ideally, I would expect to see photographs of the item in the original packaging showing it to be damaged. 

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Pricing

•  Why are your prices so high for items made from wood?   I try to keep all prices as low as possible however, my prices are calculated to include all factors that contribute to its production and sale.  Cost of materials, workshop costs, design and sale costs and level of complexity and making time are the main factors.

• Do you offer discounts for multiple items? I am not able to give a definitive answer in this space as it would depend on what items are purchased and the total cost of the order.   If you are considering purchasing multiple items, please reach out to me to discuss.

• Do you offer discounts on single high-cost items? In order to be fair and consistent to all customers, I am not able to offer a discount any single item purchase.  I do sometimes run special promotions, where a percentage discount is available to all customers. Sign up to newsletter and follow my socials for updates on these.

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Finishes

• What finishes are use on the items?  I use various different finishes to suit the intended item purpose and reflect the design.  Please see the link to List of finishes adjacent to the link to these questions.

• Are the finishes you use food/toy safe? Only items that are intended to be used as toys or food items will have a food safe finish on them.  Some pieces I design are intended to have a dual purpose as artistic display only or as food item.  On these pieces, I will use a food safe finish on food area of the piece.

• What are the likely effects if I use a non-food safe item with food? It is very unlikely to have a significant effect. Most finishes, when they are dry do not transfer anything to items in contact.  However, as they have not been rated food safe I/we cannot guarantee this.

 

Delivery

• Do you offer a free delivery service? As an independent maker, I need to ensure I cover my costs; as such I am not able to offer free delivery on orders less than £100.  However, if purchaser is within 10 miles of my workshop, I am happy to hand deliver the item to purchaser.

• Do you offer international delivery? I am happy to post to international customers, however buyer will be responsible for import duties and taxes.

•  Are there any restrictions on importing your items?  Some countries restrict the import of wood and wooden item, so please check if this applies your country if there is any restriction in place.  I cannot take responsibility if your item is seized a t border control.

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Products

• Can you make an item to order?  Yes, I am able to make an item to order, please reach to discuss your ideas or requirements.

• Can you make quantities of the same item? I am not a production turner, so tend to produce single unique items.  I can make multiples and will try to make as identical as possible but like any handmade item it will have some subtle differences.  Please note: I do not turn large runs of items like stair spindles.  However, I do have a number of contacts who can do this. Please reach out if you need work of this nature.

• Where do you source the wood for the items you make? I use wood from a number of sources, mainly from my local area or other UK suppliers.  I do sometimes use premium exotic hardwoods from other countries sourced from UK suppliers.

• Do you process the wood yourself? I am very keen on recycling and celebrating the legacy of majestic trees.  I often obtain and process wood that people and sometimes local authorities want rid of.  If you have hardwood lying around and live fairly local to the Caerphilly Borough in South Wales, reach out, we may be able to arrange to use your wood and make you a piece as thank you for your donation.