‘Made to order items’ are defined as items that are ordered to customer’s specification and request and are put into production as per these specifications.
All ‘Made to order items’ are clearly labelled as such on the corresponding product page and in the shopping cart.
Examples of made to order items include, but not limited to upholstery, furniture, ceramics, jewellery, lighting and rugs.
‘Made to order items’ cannot be refunded or exchanged. There are no exceptions to this.
Regarding modifications: a customer can request to modifications i.e. to make finish or quantity changes to a ‘Made to order item’ purchase but must do so as soon as possible and in the knowledge that the change request may not be granted due to the production process. Given the stage of the production and the nature of the change requested we will do our best to proceed with the request. If an additional charge is required to make the changes, the customer will be asked to pay this charge immediately. If the charge is not paid on demand, the change will not take place and the item will be completed as per the original order.
NOTE: It is the customer’s responsibility to be fully aware of the materials, finishes, colours and sizes they are specifying. It is the customer’s responsibility to check the cart as well as the confirmation email to ensure that all products have been ordered correctly. Please also note that the customer is required to read or have them read to, the information of the order in words, as any images shown online or in an email are never a confirmation of the correct items ordered and should not be relied upon. If you are not sure please contact us directly via email and we will help you confirm it all, or visit our store and request to see samples before ordering.