As a small, handcrafting business we try our hardest to produce the highest quality furniture.
Climate damage & wood movement
Wood is a natural product and each piece is different depending on its type, growing conditions, age and finish. It may look different to what you may see in pictures and our 3D renders are purely indicative of shape and sizing, not wood tone and texture. We celebrate these differences and any expressive grain, knots and shapes are lovingly crafted into our designs. We hope you celebrate the unique nature of wood too.
Timber is hygroscopic by nature meaning that it absorbs and sometimes loses water and moisture. This will change depending on how humid its surroundings are which can change the size, warp and fit of furniture. We use timber that is fully dry and try to accommodate for changes in our tolerances and woodworking joints.
We cannot accept returns for furniture that has experienced warpage, shrinkage or significant movement that are the result of the temperature or humidity of the surrounding area. If this happens we can advise you on what to do and our aftercare page explains how to properly care for your furniture.
Cancellations & Amendments
If you wish to cancel or amend your order you must do so in writing as soon as possible to email@example.com. We will only begin work on bespoke projects once the initial deposit has been received. If the project is cancelled at any time after that point a refund may be claimed but only after any design time, labour and material costs already invested in the work are deducted.
If you purchase a non customised, in stock item from our stockist Made From Mountains then you have the right to cancel and return items to us up to 14 days after delivery subject to the conditions above.
Once we have supplied complimentary sketch designs after our initial consultation we allow one further revision of sketches under client instruction. Any further changes to design are chargeable at 10% of the total project costs. We do our utmost to accommodate changes but if existing work needs to be corrected or undone additional costs may be incurred. We will let you know of any cost implications before changes commence.
Please note that we can only honour quotes for 4 weeks from the time of issue.
We are a small business and quality is our main priority. Because of this we work exceptionally hard to ensure that your goods are handmade and delivered in perfect condition. However should you find a problem please contact us straight away.
If there are faults please do not attempt to fix the problem yourself, contact us first. We are unable to accept any goods back if changes have been made.
If you cause damage to a solid wood item that we’ve supplied, even after years have past, please get in touch with us as we may be able to provide advice on how to help it look new again. Take a look at our aftercare page for care and advice on looking after your solid wood furniture.
Returns & Refunds
Furniture that is made to order (customised, bespoke or sized) can only be returned or refunded in the unlikely event that the items are found to be faulty. This is because they are personalised to your and cannot be resold.
It’s the customer’s responsibility to ensure that all measurements of furniture purchased are checked to ensure accessibility. Any furniture that we are unable to deliver as a result of problems involving access that weren’t mentioned at the point of order cannot be refunded. If for any reason there are unknown accessibility issues when we arrive for installation we may still e able to complete the fitting but there may be additional costs incurred.
For our shop giftware that is not personalised this should be returned unused and in its original condition with its original packaging. If you request a refund for those we will refund the amount you paid for your goods excluding the original delivery and the charge for returning the goods, unless they are faulty or damaged. The delivery charge is non refundable. If you fail to take reasonable care of the goods before they are returned to us and this causes damage, we will charge you for the reduction in value.
This refund policy doesn’t affect your statutory rights.
Please contact us as soon as you have a problem.