Definition of terms used:
- Bespoke Items: These items are made to measure.
- Special finish Item: These are items that are personalised and finished to your specification, such as in choice of colour, finish, handles or size.
- Standard Items: These are all our ranges where only one standard finish is available. When ordering these items you will not have to specify a colour/ finish.
Once an order is placed, delivery time is usually between 6-9 weeks, however, in some circumstances this may be up to 11 weeks. If an item is out of stock we will advise you on an approximate delivery time and give you the option to cancel your order. At the time of placing your order please inform us if you consider that we may encounter any difficulties when delivering your furniture. i.e. please check staircase sizes etc. It is the customer's responsibility to ensure that all ordered goods fit into the home and that there is no restricted access. The Woodstore cannot accept refunds for goods that cannot fit into the home or cannot be delivered due to access, unsuitability or any fault of the customer.
The goods remain the property of The Woodstore until payment has been received in full. For items that are being specially finished, a 50% deposit must be made. The goods will not be delivered on the agreed delivery date unless cleared funds for the entire purchase price have been received in full 4 days prior to the agreed delivery date.
Refunds and Cancellation of Order
We will refund in full any order cancelled within 4 days of placing. After this time we will accept cancellations of orders that have not yet been despatched on the following basis: standard items will be refunded in full. Special finish items are subject to a 35% handling fee which will be deducted from your refund.
Once your items have been despatched we will deduct our transport costs incurred from your refund. Any special finish items will also be subject to a 35% handling fee in addition to deductions for transport costs. The transport costs that we will deduct amount to £80 per order, for 1-2 items, plus a further £40 per extra item. We will advise you on placement of your order the approximate lead time for arrival of your items into our depot, however you can check with us to see if your item has been despatched.
All dimensions are approximate and subject to changes without notice.
We will accept cancellations submitted on any durable media: email or letter, or agreed by us in person or by telephone.
The Woodstore reserves the right to cancel any order without warning for a full refund.
Money Back Guarantee
Under the Distance Selling Regulations 2000, you have a right to cancel your order for any item purchased on this website for a full refund. You are entitled to a seven working day "cooling off" period from the date after you receive your goods.
This only applies to our standard finish items. Special finish items returned to us will have a 35% handling fee applied to the refund. Made to measure bespoke items will not be returnable under any circumstances once they have been delivered and paid for.
To cancel you must email, write or call us on 0208 1234850 within seven days of delivery of your item(s), quoting your order number. You must take reasonable care of the item(s) and must not use them if item(s) are to be returned to The Woodstore, and return items in their original packaging. You as the customer will be expected to arrange and pay for the transport of goods back to The Woodstore .
We reserve the right to charge a transport fee for any items refused on delivery (with exception of damaged items). This transport fee will be £80 total for 1-2 items, plus £40 per extra item above this. Once the goods have arrived back to The Woodstore we can issue a full refund by cheque only, providing the goods are in the same condition in which they were sent.
If you have an Internet order query, please Email us or call us on 0208 1234850.
Our Refunds Policy
Our refunds policy does not affect your statutory rights. Refunds may take up to 28 days to process. All refunds are paid by cheque.
Faults & Returns
All furniture should be checked upon delivery and any serious faults must be reported immediately upon receipt of the product. You will be asked to sign a declaration that the goods have arrived in good condition and as ordered. We offer a twelve month structural guarantee on all furniture ordered, after which time it remains at the discretion of The Woodstore whether to repair the furniture free of charge.
If a lacquered or varnished finish is requested then any furniture care product may be used to clean or polish. Any waxed furniture must be cleaned with a dry lint free cloth or an application of wax every 4-6 months as required. Silicone based furniture polish is not recommended for waxed furniture. Wax is available from the shop or delivery by request. If you are unsure about which finish you have ordered please do not hesitate to contact The Woodstore on 0208 1234850.
Each piece of furniture is individual, hand made and (unless otherwise specified) all of our furniture is made from natural wood, using solid timbers and high quality veneers. Some cracks and shifting of the wood will occur and colours will change over time. We use high quality stains, woodfillers and waxes on all of our furniture and as such there will be variations in colour throughout our individually made pieces. This is a natural process and will not affect the stability or integrity of your furniture in any way. It is usual for there to be some visible stains, splits and cracks in solid timber, this natural process is called checking. With our painted furniture it is possible that some knotting may show over time. This is completely normal and part of the desired effect and will not be accepted as faulty or returned. All our furniture is handmade and hand finished, therefore each piece will be individual with it's own natural imperfections, which will lend every item it's own unique character.
Deliveries are made by either The Woodstore or by 3rd party specialist furniture couriers. Times for delivery are estimates only, however we will always endeavour to deliver your furniture in a timely fashion and within the allotted period. Unless pre-arranged, deliveries are made by one delivery person. If bulky or heavy items have been ordered and you require the goods to be taken upstairs, please ensure adequate help is on hand to complete the delivery. Due to current Health and Safety insurance requirements and the current culture of litigation, we as a company are not responsible for any damage to goods and or property as a result of deliveries beyond the threshold of your property. Items delivered upstairs are carried out at the property owners risk.
We will deliver to any UK mainland address. Delivery charges vary according to distance from the workshop and amount spent. If you are unsure about delivery costs please contact us on 0208 1234850. We always do our best to keep delivery charges to an absolute minimum but we do use specialist furniture transport and whilst this ensures that your furniture arrives in great condition, we are sure you will appreciate that there are costs involved. Please email us for further information.