Terms & 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 confirmation email and notify us immediately of any errors at mail@reallywellmade.co.uk – quoting your order reference number. If the goods are in stock we will proceed to prepare and pack your order for shipping. A notification will follow with tracking information when your order is dispatched. 'Made to Order' goods will be placed on order with the manufacturer/s. You have 24 hours from when your initial order confirmation email is sent to cancel the order and not be charged a fee for doing so; further information is below. Whenever an 'In-Stock' order is shipped or a 'Made to Order' product is placed on order with the manufacturer, we accept your offer, are bound to fulfil it and a contract is formed. If the order has already been acted upon you will need to follow the instructions on our Returns page.
Pricing and Payment (UK)
Prices on our website are inclusive of UK VAT at the current rate when shopping in the UK using £GBP for payment. We will charge VAT (Sales Taxes) for any order that is sent to an address within the United Kingdom.
Pricing and Payment (Rest of the World)
International customers browsing the website outside the UK and shopping in a currency other than £GBP will see VAT exclusive (tax-free) prices. Taxes and duties for international customers will be collected by the courier on import to your country. We will send your order DAP (Delivered At Place) incoterms: This means that the customer will need to pay the courier a small administration fee (around £15.00), any local sales taxes or applicable duties, and they will deliver the goods to your door. We will be responsible for ensuring your order is cleared through customs. If there are any issues we are here to assist you.
We reserve the right to alter prices at any time, up or down depending on fluctuation of exchange rates, manufacturer price-lists or VAT changes. Any price changes will be confirmed to you at the time of order. Prices quoted are exclusive of any delivery charges that may 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 Stripe or PayPal – both are highly secure payment processing systems. 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 payment option is to take payment through our website, however we can also take payment over the phone for those with web accessibility requirements or provide a Pro-Forma invoice for trade customers. Please contact us if you would prefer one of these methods.
Made to Order Items
‘Made to order’ products are purchased by Really Well Made directly from the manufacturer specifically at the customers request. These items are designated as ‘Bespoke and customised goods’ under the Consumer Rights Act 2015 and are exempt from cancellation rights. After 24 hours of the order being confirmed any cancellations are either not possible or subject to a fee. The fee varies with each manufacturer but typically you should expect to pay 10% (of the purchase price) to amend an order, or 30% to cancel altogether. If the item is due to be despatched from the manufacturer within two weeks then no cancellation is possible.
Each ‘Made to order’ product is subject to a manufacturers ‘production lead-time’ guidance. A production lead-time is an estimation of how long it will take for the manufacturer to produce the item from when the order is received. The lead time does not include the time for the manufacturer to ship the item to Really Well Made, customs clearance or the subsequent time needed to process the item ready for onwards dispatch. As soon as we receive the goods into our warehouse we will contact you to arrange delivery. We aim to dispatch all goods to you within 2-4 business days of arrival into our warehouse after they have been checked.
In the vast majority of cases the production lead-time is an accurate representation of how long you may be expected to wait for an item to be produced. However sometimes there can be problems with over-demand or quality/production issues in manufacturing, which in turn lead to delays with the order. In these cases we will keep you informed, but we cannot accept liability for any loss or inconvenience that may result from the delay. Equally as often items will arrive earlier than stated, when this happens we will contact you to ensure you are ready to receive the item if it is a large furniture product.
In the event of a ‘Made to order’ item/s arriving damaged, with a fault or developing a fault within the warranty period, you are entitled to a replacement free of charge. If the fault can be agreed through the use of photographs we will arrange a collection of the item/s at our own cost. When the fault cannot be agreed through this method we will require you to send to the item/s back using your own method. If the items are found to be faulty, by agreement with the manufacturer, we will refund any reasonable costs* you have outlaid to return the items to us. For full terms and conditions regarding damages please refer to our Delivery and Returns page.
Please note: We will only arrange transportation for faulty items where all the original protective packaging is available. If you have disposed of it then you will need to source replacement packaging and will remain responsible for the item/s arriving back with us in the same condition as they arrived.
Made to order items are identified as such on each product variant webpage. If you are unsure which items are classified as Made to order please do not hesitate to contact us.
Shutdown periods
Over the Christmas period and in July /August in the Summer months, there can be factory production and transportation shut down periods for our suppliers in Denmark and wider Scandinavia. These periods can add extra time to the production and delivery of your product. If you would like some guidance on this please get in touch with us, but please bear in mind we are only often told the schedules a few weeks in advance of the actual shut down. As the times are different for each manufacturer and change year-on-year, we do not include these times within our estimate lead-times shown online.
Brexit / Customs / Exports
Importation and clearance costs into the UK will be covered automatically by Really Well Made with no additional expense passed on to domestic UK customers. International customers will also have these fees paid for by Really Well Made but there will usually be some importation costs and duties payable for goods on entry to your country. Please ask us for an estimate prior to purchase if you are unsure what your local government is likely to charge you. We have created a Customs & Exports page to answer some of the most frequently asked questions, please click here to read it. If this doesn’t answer your question please just call or email us. From a customers perspective the biggest change now that the UK is outside of the EU is that all goods must now be imported into the UK first. This process can take anywhere from 5 days to 3 weeks, which can makes it very difficult for retailers to give you an accurate prediction of how long in total it will take to deliver your order.
Promotions and Discounts
Really Well Made reserves the rights to issue, remove or amend promotions without notice. Often a promotional code is issued in return for a customer action, I.E subscribing to our newsletter or writing us a review. The customer always has the right to request their details or content is removed from our databank or reviews page, regardless of whether a promotional code has been issued or used. Please contact us in writing (email is fine) if you wish for your data to be permanently deleted and we will do so immediately.
Promotional codes may not be combined with other offers or product discounts except where we clearly communicate an exception to this rule. Generally they may only be used against full price product purchases.
Matching Colour Finishes
For all items made from natural products, such as leather, glass, marble 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. Most of our products are handmade in small batches, as such there will usually be a slight difference between each item. We do not consider such differences to be faults unless the manufacturer agrees that the item falls outside of their production typical tolerances.
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. We have material swatches and books available for many of our products which we can loan to you. Please get in touch and we will ask you for a deposit payment to hold until you return the samples.
The naming of a product variant is to guide you and differentiate between each option. These names are usually provided by the manufacturer and are subject to change without notice. The name of each product variant does not form part of the contractual description of the item, this information is found exclusively in our 'Technical Information' and 'Materials' text boxes for each product.
Cancellations and Amendments of Orders
It is the customer’s responsibility to check the order confirmation email 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 and Returns
For all delivery and returns queries please see the terms and conditions on our dedicated Delivery & Returns page.
Long-term Storage and Abandonment
When your goods/furniture arrives at our Peckham warehouse, or with our courier partners warehouse, you should be ready to receive the items. If you cannot take delivery for whatever reason we will hold your goods free of charge for up to 14 days. Items held for longer than this will be subject to a long-term storage fee. The fee is calculated on the amount of space (volumetric weight) which your order takes up in our warehouses. Large furniture items cannot be held at our Peckham site for more than 14 days, these items will be passed to our couriers who are based outside of London, which may lengthen the eventual delivery time further.
When a customer order is ready to be dispatched you will be informed using the contact details you have provided to us. In cases of no response from the customer, or unclaimed items returned to us, we will keep your item/s for a period of 12 weeks. After this they may be moved to a long-term storage area. Items left in long-term storage for longer than a year will be deemed as abandoned. Abandoned goods will usually be disposed of or sold-on but may be released if a storage fee is paid and they are still available.
Unless otherwise confirmed in writing we generally only hold customer goods for a maximum of 12 weeks. If you have not arranged for us to hold goods for you it will be considered as unauthorised and storage fees will apply before we release your goods. Fees will be based on the current market value per Sq metre of storage at the time of reclaiming.
Privacy Policy
Our full privacy policy is viewable at the checkout when placing an order with us and below. It is subject to change without notice but it will always adhere to The General Data Protection Regulation 2016/679 regulation in EU law until notified otherwise here.
In short we only keep the information supplied to us when you place your order. We are happy to remove all your data at any point, simply send us an email or written letter to ask us to do so. Verbal requests will not be actioned.
Company Details
Really Well Made is the trading name of Really Well Made LTD. Company Number: 12526366. Our registered address is: Flat 2, 59 Cowley Road, London, United Kingdom SW9 6BQ.