Shipping, Returns and Bespoke terms

CHANGE OR CANCEL AN ORDER:

If you need to change details of your delivery address, remove or change items from your order or cancel it completely, please contact our Customer Services team for advice. Please be ready to quote your order number and order date. If your order's status is still "Processing" (check your account for updates), we should be able to change it, but if it's "Shipped" we may have to look at returning or exchanging the item as it's probably already winging its way to you. See our Returns procedure below.

 

RETURNS & FAULTY GOODS POLICY

Goods that are received damaged or faulty must be reported to us within 24 hours of delivery and return to us for inspection.

If we agree that the goods are faulty we will offer you the choice of a full refund or a replacement item.

If they are found not to be faulty, we will issue a refund less our carriage costs incurred by collecting the item from you.

If unsuitable goods are returned for a credit then the cost is to be incurred by the customer. If unsuitable goods are returned for a credit and re-despatch then the cost is incurred by the customer.

Items that are not faulty but unsuitable may be returned for a refund or a replacement within 14 days of receipt, provided that:

 

  • The goods have not been used

  • The goods are undamaged

  • The goods are retained in the original packaging which is in perfect condition

  • The goods are in a saleable condition

 

Before returning goods by mail or courier, please contact us by email at  between 10.00am and 5.00pm Monday to Friday.

The customer is liable for the costs incurred with relation to any returns. Refunds will only include the cost of the item purchased and not the outbound postage costs.

Guarantees

All products will vary from the images.

Our products are made to order and thoroughly checked over to ensure they are as perfect as can be prior to shipping. All items are made from wholly natural materials and as such, some slight discolouration, movement in shape/warping and light cracking may occur. We feel this adds to the character of your piece and should be celebrated.  We suggest you keep your product well oiled/waxed and wash with a damp cloth only before drying carefully.

SHIPPING POLICY

Using only reputable couriers, we aim to despatch your goods within 4/5 working days of receiving your order.

Working days are Monday – Friday, excluding UK Bank Holidays.

Calling by? Contact us if you fancy coming and seeing all of our beautiful products in reality. Message us as this service is by appointment only.

Please contact us in advance for international shipping costs and terms.

We will endeavour to contact you as quickly as possible if a product is out of stock or unavailable. Having contacted you there are three options available:

 

  • Cancel your order

  • Choose an alternative product that we have in stock

  • Maintain your original order and we will despatch it as soon as it comes back into stock

 

Shipping of certain specialist items may take slightly longer. We will contact you and await instruction in this instance.

You are very welcome to contact us to get a confirmed delivery date before placing you order and we will do our very best to help you

Bespoke Services, Tables, and Timbers

When ordering bespoke pieces we will either request a deposit of 20% or full payment prior to the works being carried out, this will vary with each order and the order type. If only a 20% deposit is taken we will send photos of the finished works and request settlement of the full invoice prior to delivery. We endeavour to make sure you are totally satisfied with the work you receive, however please note we will only offer refunds at our discretion and any refunds we do offer will be minus 20% of the value of the order if payment was made in full or the retention of the initial 20% deposit.

Note we work with part seasoned wood with varying moisture contents, as such there will be a chance the product may warp, crack or show some splitting. Following our simple care instructions and allowing the wood some time to adjust in a cool place ready for its final location will help prevent most of these issues occurring. Refunds will not be given for cracking, warping or splitting.

If ordering tables please be aware, they are air dried for strength and elasticity, this longer drying process makes for and more durable table. Please note that will all natural wooden products, there will be some seasonal change in the shape of the wood and again, the wood may develop cracks. We can not be held liable for any changes your table may undergo once inside your property.

For bespoke vessels, bowls, spoons, platters, and other smaller items all specifications and measurements will be adhered to as accurately as possible however as all items are handmade there will be deviations in accuracy. Please also note that there may be some tooling marks left on the timber. We hope you understand this and accept that whilst every care is taken to ensure accuracy the nature of our work and products is very organic.

For larger orders we will reserve the right to buy in timber, if we can not fulfil an order using one particular type of timber we will make contact and explore alternative options. There will, as with all natural products be deviations in colour, density, weight, stability and overall appearance/feel between different pieces.

For further advice or queries regarding any of the above information then please contact info@scoopandpull.com or Donna/Robert depending who you are dealing with.