Terms and Conditions

Once you have successfully placed an order with Really Well Made, you will be sent an automated email confirming receipt and the details of your order. Your order represents an offer by you to purchase goods from us. Please note it is the customer’s responsibility to check the confirmatory delivery information email and notify us immediately of any errors at mail@reallywellmade.co.uk. A follow up email will then be sent by one of our representatives to confirm that your order has been placed with the manufacturer, or if the goods are in stock, to confirm an expected delivery date. It is at this point in time that we accept your offer, are bound to fulfil it and a contract is formed. If you wish to cancel an order before the order has been processed please email us at mail@reallywellmade.co.uk as swiftly as possible – quoting your order reference number. If the order has already been acted upon you will need to follow the instructions on our Returns and Refunds Policy.

Pricing and Payment

Prices on our website are inclusive of VAT at the current rate. We reserve the right to alter prices at any time, up or down depending on fluctuation of exchange rates or VAT. Any price changes will be confirmed to you at the time of order. Prices quoted are exclusive of any delivery charges that might be incurred. Delivery charges will be confirmed prior to your order confirmation. More information can be found on our Delivery Information page. We accept payment by all major debit and credit cards through PayPal – a highly secure payment processing system. Our privacy policy is that we do not store credit card details, nor do we share customer financial details with any 3rd parties.

Our standard option is to take payment through our website, however we can also take payment over the phone or provide a direct invoice. Please contact us if you would prefer one of these methods.

Matching, Colour Finishes

For all items made from natural products, such as leather, glass or wood, it is not possible to guarantee items will have the same colour, shade, pattern or finish as items seen on the website, due to the inherent nature of such materials. More information on shade differences can be found, where appropriate, on the individual product pages. All measurements are approximate and the reproduction of colours on the website cannot be perfect, but are as accurate as photographic and publishing processes allow. The majority of our glass items are handmade, any imperfection is to be considered as a distinguishing feature of  the craftsman’s work, which makes each piece unique. Glass undergoes a thermal treatment that may cause some very slight imperfections.

Cancellations and Amendments of Orders

It is the customer’s responsibility to check the order form and confirm that all products, quantities and address details are correct. You may cancel your contract with us for the goods you order, providing your goods have not already been dispatched or an order for your items has not already been placed with the manufacturer. Smaller items are usually dispatched within 1-2 working days. To cancel your order you must notify us by email as soon as possible to mail@reallywellmade.co.uk quoting your name and order reference. Made to order furniture and accessories are products ordered in specifically on the customer’s request. These items may only be exchanged in the unlikely event of items being found to be faulty. Each product listing clearly states which items are in-stock items and which items are ‘Made to order’. We will agree to exchange smaller items for a different colour/material should it be also in stock, although please note that this service is purely at our discretion.

Delivery

For our delivery terms and conditions please see our Delivery Information page.

Returns and Refunds

If you are unhappy with an In-stock item for any reason, just send it back to us (please notify us before you do so) and we’ll refund or replace it. Return an item within 14 days in perfect condition together with original packaging and we will be happy to refund the original price of the item or send you an exchange. This does not affect cancellations or your statutory rights. Item/s and/or packaging that is returned damaged will not be refunded and remain the property of the buyer.

Please note that ‘Made to order’ furniture and accessories, special orders and flat-packed items that have been assembled can only be returned or exchanged if faulty. Very occasionally items can be mishandled by our couriers and arrive damaged. Any damage claims must be made within 3 days of the customer receiving the items. Please keep hold of any packaging and take photos of the condition the item and packaging arrived in, we will need this to process your claim. When these issues occur we will work with you to resolve and replace the items as soon as we can. Where required we will arrange for the collection of any such items free of charge, we do however require the customer to re-wrap the items properly for transit.

When a non-faulty/undamaged item is returned, the customer will be responsible for the cost of returning the goods to us and will remain responsible for any and all returned goods until they reach our warehouse safely. We strongly advise that the customer uses a service that provides proof of postage and is insured for the full item value. Really Well Made cannot be held liable for any items sent by the customer that are lost or damaged upon their return. For items that are too large to return by post, please contact us and we will help to arrange a delivery service to collect your item. Please include a note with your return stating your name and order number so we can attribute the item to you. Returns and exchanges will be processed as soon as possible after arrival, normally within 1-2 business days. Our returns address is:

Really Well Made
c/o Safestore
4 Timber Mill Way
Gauden Road
London
SW4 6LY

If you require further information or would like product advice from an experienced consultant please email mail@reallywellmade.co.uk or if you would prefer, call us on 020 3726 1120