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 firstname.lastname@example.org – 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 £GBP. We will charge VAT (Sales Taxes) for any order that is sent to an address within the United Kingdom.
Pricing and Payment (EU)
Orders delivered to address within the EU will be charged local sales taxes at the checkout and any applicable duties. When browsing the website you will see prices excluding taxes. We will send your order DDP (Delivered Duty Paid) incoterms: This means that the price you see at our checkout is the final/total price you will pay, we will pay any import fees on your behalf, and your order should be processed by Customs quickly.
Pricing and Payment (Rest of the World)
International customers 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 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.
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 ‘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 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.
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.
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 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 email@example.com 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 Battersea 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 Battersea 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.
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.
Our current full text is as follows:
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.
If you choose to subscribe to our newsletter, your name and email address will be stored remotely by our mailing list operator Mailchimp. If you wish to unsubscribe at any point you can simply click the link on the footer of any/all emails we have sent to you.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at firstname.lastname@example.org
If you require further information or would like product advice from an experienced consultant please email email@example.com or if you would prefer, call us on 020 3726 1120
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.