Delivery & Returns

Mainland Great Britain delivery

Fixed-price website orders are delivered only to mainland Great Britain. The product page and basket show the delivery charge. Northern Ireland, the Isle of Man, the Channel Islands, Scottish islands and other non-mainland destinations require a quotation before ordering.

• Lead times are shown on product pages and begin after the order, any required approvals and cleared payment. They are estimates unless agreed otherwise in writing.
• We or the delivery provider will contact you to arrange a suitable date or delivery window.
• Tell us before ordering about stairs, narrow doors, parking restrictions, upper floors, lifts or other access issues. You are responsible for ensuring the item will fit through the route into its intended position.
• If reasonable access or attendance is not provided, a further delivery charge may apply.

International and non-mainland delivery

Contact us for a delivery quotation before purchasing. A quotation may cover specialist transport, packaging, insurance, customs paperwork, import tax and duties. The quotation will explain which costs are included.

Receipt and damage

Risk passes when the goods are delivered to you or to a person you identify. Please inspect the item as soon as reasonably possible and report visible transit damage promptly with photographs. This helps with the carrier claim and does not reduce your statutory rights.

Standard goods: change-of-mind cancellation

Ready-to-buy standard goods and standard made-to-order goods using advertised sizes, colours or finishes are eligible for the normal online cancellation right.

• Email neil@neilbespokefurniture.co.uk with a clear cancellation statement within 14 days after the day you receive the goods. You may use the form below, but do not have to.
• Return the goods within 14 days after telling us you are cancelling. Contact us first so that safe arrangements and the correct physical return destination can be confirmed; do not send bulky furniture without agreement.
• For a non-faulty cancellation, you must arrange and pay for suitable insured transport and take reasonable care of the goods.
• The refund includes the price and the least expensive standard outbound delivery option offered. Extra enhanced-delivery costs are not refundable.
• A reasonable deduction may be made only for loss in value caused by handling beyond what would reasonably be permitted in a shop.
• The refund will be made using the original payment method within 14 days after the goods are received back, or earlier evidence of return is supplied. For goods we offered to collect, the statutory timing runs from notice of cancellation.

Genuinely personalised goods

Goods made to unique customer dimensions or specifications, or in a specially requested colour or finish outside the advertised range, do not have a statutory change-of-mind cancellation right. We nevertheless offer a full cancellation until we send written confirmation that production or committed material purchasing has begun. After that confirmation, change-of-mind cancellation is excluded.

Faulty, damaged or misdescribed goods

The exclusions above never apply where an item is faulty, damaged, not as described or not fit for purpose. Contact neil@neilbespokefurniture.co.uk or 07912 881885. We will arrange and pay reasonable return or collection costs where the law requires and will provide the appropriate repair, replacement, price reduction or refund.

Model cancellation form

To: Marine & Offshore Furniture Ltd trading as Neil Bespoke Furniture, Cedar Lodge, York Road, Shiptonthorpe, York YO43 3PH; neil@neilbespokefurniture.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [describe goods]

Ordered on/received on: [date]

Name of consumer(s): [name]

Address of consumer(s): [address]

Signature of consumer(s), only if this form is notified on paper: [signature]

Date: [date]