Delivery and Return Policy
At Neepsend Studio, we take great pride in creating bespoke, made-to-order products that are tailored to your exact specifications. As such, we have a specific policy for delivery and returns to ensure a smooth and transparent experience for our customers. Please carefully review the following information regarding our delivery and return policies for bespoke products.
1. Delivery Policy
a. Processing & Production Time
- All bespoke products are made to order. Once your order is received and confirmed, we will begin processing it. The typical production time for bespoke fabric samples is 7 working days, bespoke fabric by the metre is 4 weeks, bespoke upholstered furniture (including pet beds and upholstered furniture) is 6 weeks and soft furnishings (including cushions, curtains and shower curtains) is 6 weeks. If you require your order earlier than the timeframe outlined, please contact a member of our team.
- You will be notified via email once your order is ready to be shipped.
b. Shipping
- We offer free shipping to the UK (excluding NI, UK Highlands and Islands). For deliveries to NI, UK Highlands and Islands and outside the UK, delivery charges will vary depending on the destination. Please contact us to discuss delivery charges if you require delivery outside the UK.
- Once your order has been shipped, you will receive a tracking number to monitor your parcel’s delivery status.
- Please note that we are not responsible for delays in shipping caused by third-party carriers or unforeseen circumstances such as weather disruptions or public holidays.
c. Shipping Timeframe
- Delivery times depend on the shipping method selected and the destination. Estimated delivery times will be provided during checkout.
- Custom or international orders may take additional time for delivery due to customs procedures.
d. Delivery Issues
- If there are any issues with your delivery, such as missing or damaged items, please contact us at hello@neepsendstudio.co.uk as soon as possible. We will do our best to resolve any issues promptly.
2. Return and Exchange Policy for Bespoke Products
As all our products are bespoke and made to order based on your specifications, we unfortunately do not accept returns or exchanges on any of our products once the order has been confirmed and production has begun.
a. Non-Returnable and Non-Refundable
- Bespoke products are non-returnable and non-refundable, unless they are defective or damaged during production or delivery. This policy is in place due to the unique, personalised nature of each item, which cannot be resold or reused.
- Please be sure to review all details and specifications carefully before placing your order to ensure your complete satisfaction with the design and size.
b. Defective or Damaged Products
- If your bespoke product arrives damaged or defective, please notify us immediately upon receipt of the item.
- We may request photographs of the damage or defect in order to process a claim with our carriers or manufacturers.
- If the item is found to be defective or damaged, we will arrange for a repair, replacement, or refund, depending on the situation.
c. Order Modifications
- If you need to make changes to your bespoke order, please contact us as soon as possible. We can make modifications during the initial stages of production, but once production has started, changes cannot be made.
- After production has commenced, any changes or cancellations will not be accepted.
d. Cancellations
- Cancellations are only possible within 2 days of placing the order, provided that production has not yet started. After this period, as the item is being custom-made, cancellations cannot be accepted.
3. Customer Responsibilities
- We recommend double-checking all specifications, such as sizes, colours, designs, and other customisation details before placing an order, as we will create the item exactly as requested.
- Ensure that the shipping address you provide is accurate to avoid any delivery issues.
4. Contact Us
If you have any questions about our delivery or return policy, or if you need assistance with an order, please do not hesitate to contact us at hello@neepsendstudio.co.uk.