We aim to sell good quality furniture at a fair price, and to provide customers with an excellent and personal sales service. Of course problems sometimes occur. It is our experience that most of these problems can be resolved with a mixture of common sense, fairness and compromise. Nevertheless we want to draw your attention to some important conditions of sale. The majority of the items we sell are bespoke pieces made individually to your specifications. Many of our terms and conditions stem from this understanding.
Timing: At the point of sale you are given an approximate delivery date. This is for guidance only. We try to make these estimates realistic and indeed a little cautious. Unfortunately from time to time goods take longer to arrive. In the event of this happening we will try to keep you updated but no compensation can be given.
Cancellation: We will provide a full refund on all orders if you cancel before it has been processed (usually within 1 or 2 days).
Non-bespoke items: If the order is for a non-bespoke item, we will provide a full refund if cancelled any time before delivery to you. If a non-bespoke item is requested to be returned up to 14 days after delivery, you will be refunded less the cost of delivery, collection and a restocking fee of up to 20%.
Bespoke items: No refund of any kind can be given for the cancellation of bespoke items. As they are made individually for you these orders are not covered by standard Consumer Contracts Regulations and the 14 day cancellation period does not apply. This includes, but is not exclusive to, all upholstered products. We try to mark which items are bespoke on your order confirmation. If you are unclear about whether the item you are purchasing is bespoke please ask us.
Reporting: Please notify us of any issues or cancellations in writing at email@example.com. Any refunds, if applicable, will be provided within 14 days of the collection of the piece and where appropriate to the original credit/debit card used to purchase.
Delivery: We use experienced, professional delivery firms to deliver our goods. We hope they provide you with an excellent delivery experience. We also hope that they minimise the time that you need to spend waiting for your delivery. However if a delivery is late or missed, we cannot provide compensation for inconvenience/lost earnings etc. If any damage is caused to your property on delivery, this must be recorded on the driver’s delivery sheet at the time.
Access: Many of our pieces are large and heavy and most do not disassemble. Please take time to ensure there is adequate access for the pieces to fit into the room of your choice. If a piece cannot fit in, you will be required to pay a 20% restocking fee and the full cost of both the original delivery to you and the return to us. The remainder of your order value will be issued as a credit note.
Guarantee: All of our products are guaranteed for one year from the date of delivery to you. This guarantee covers structural issues, and not wear to finishes etc. Alteration to the piece or mistreatment nullifies this guarantee.
Maintenance: We are happy to provide advice on the maintenance of your piece. However as a general rule real wood products should be kept away from direct heat (eg. radiators etc.) and persistent direct sunshine. Liquids and/or heat may cause marks on the surface – please use coasters/heat pads where appropriate. Spillages should be wiped up with a damp cloth. Do not use chemical commercial cleaning liquids or sprays.
Faults: When your goods arrive we hope they are in great condition and provide you with many years of service. However if a problem does arise please report it to us at firstname.lastname@example.org. We will log the issue and an experienced member of our customer services team will be appointed to ensure the issue is resolved as quickly as possible. This may be through repair, replacement or another suitable option. We are aware that problems can be frustrating for you, as they are for us. Nevertheless we believe all issues can be resolved in a courteous and timely manner.
Natural characteristics: We work with many natural materials. Distinctive grain patterns, knots, natural markings and colourings are part of real wood. Filler and/or inlaid pieces are used to even the surface of real wood. Wood also responds to its environment, particularly to changes in heat and humidity. Small movement is to be expected, which is why your piece is constructed to allow for this natural process. This can include minor gaps appearing, known as shakes. These are not regarded as faults, and should be expected as part of your purchase.
To comply with the Data Protection Act (1984) we are required to inform you that we have recorded your contact details for the sole purpose of processing your order and keeping you up to date with Adventures in Furniture Ltds news and offers. This is for internal use only. We will never sell or provide your contact details to third parties.
We have managerial and technical processes which secure and safeguard your contact and financial details. We do not store your financial details.
Registered address: RBS Accountants, Suite 16, Beaufort House, Admirals Way, London E14 9XL .