DELIVERIES & RETURNS
We continue to sell a beautifully curated collection of items for interiors and we currently ship products to all countries worldwide.
When you receive a package from The New Craftsmen we want you to be delighted. We aim to deliver your items in good time, safely packed and beautifully wrapped. Many of our pieces are one-of-a-kind pieces, carefully crafted over hundreds of hours. For this reason, expert handlers wrap your pieces, then a specialist courier company ensures they reach you unharmed.
Where available, the costs of delivery will be calculated at the check-out. Please note that in each case, the costs of delivery will be added to the total you are required to pay us for the product(s).
Sometimes, for made to order or over-sized items shipping costs can not be calculated at check-out and you may be contacted with a bespoke shipping quote following the sale of the item.
This may be the case for non-standard items, larger items or if your delivery address is in a remote area, and we may be reasonably unable to accurately calculate the costs of delivery in advance, and we may need to provide a separate quote for shipping. If that is the case, we will provide a separate quote for shipping by either email with a payment link or a telephone call. If:
(a) after receiving the shipping estimate you notify us that you would like to end the contract; or
(b) on the expiry of 30 days of receiving the shipping estimate, you do not notify us that you would like to proceed with the contract, we will cancel your order and provide you with a refund for any payments taken subject to the term below.
If you are a Private Client and have ordered your product(s) via our online store or email you may cancel your order for any reason and at any time between placing the order and within 14 days after the product(s) came into your possession (or the last item of a multiple order comes into you possession). Outside of this 14 day period, we cannot accept returns.
If you wish to cancel an order you must return the product(s) to us, at your cost unless otherwise agreed, at an address notified to you by us in writing. The cancelled product(s) must be dispatched to us within 14 days after the day on which you inform us of your decision to cancel the contract.
PLEASE NOTE: This returns policy is not applicable to any Made to Order and Bespoke products which cannot be cancelled onced ordered (please see our full Ts&Cs for further information).
To cancel your order you must advise us by writing to info@thenewcraftsmen.com and we will issue you an authorisation to return the order. All parcels are sent back at your own risk and we advise using a traceable service as the parcel is not our responsibility until we sign for it. You will be responsible for the return shipping costs.
We will only accept the return of the item/s if it is sent back in the original and unused condition.
We aim to apply all refunds and dispatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods.
If a cancellation is made during the production of a Bespoke work or Made to Order work, the customer shall be responsible for all expenses and outlays incurred by the maker up to the date of cancellation together with a further amount calculated and notified to the parties by The New Craftsmen. Please note that we do not offer any refund on Bespoke work or Made to Order work once received by the client.
For our policy on returns for Trade Clients, please refer to the terms on your quote or sales order.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
N.B. This applies to all international orders outside of the United Kingdom including those to Europe.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We would suggest that you contact your local customs office for current charges before placing your order so you are fully informed. Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred.
If you have noticed that we have made a mistake with your order or if you have made a mistake yourself, please email us as soon as possible at info@thenewcraftsmen.com and we will look into it. Please include your order reference at all times when e-mailing us.
The New Craftsmen takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to the handmade nature of pieces, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.
You should unpack and inspect your order immediately on delivery. We must be notified of any damage or if the product(s) are not in accordance with the order by email and with photographic evidence sent to us by email as soon as possible following delivery and in any case within 5 working days. If you wish to exercise your legal rights to reject defective product(s) you must return them to us at an address notified to you by us in writing or allow us to collect them from you, in each case, at your cost. If you consider the item you have received as faulty, please get in touch with us on info@thenewcraftsmen.com and we’ll let you know how to proceed from there.
When we are satisfied that the product(s) do not conform with the contract; are not fit for purpose; or are not of satisfactory quality you will be offered a replacement or full refund of the original purchase price. This will include both the cost of initial delivery and for the return of the product(s), except for supplementary costs arising if you choose a type of delivery other than, or equivalent to, our standard and least expensive method of delivery at the time the order was made or when returning the product(s). Any refund will be credited to the credit card or bank account used to pay for the product(s).