Shipping & Returns

Shipping Policy

After the order is placed, we will start crafting your order and it takes 2 to 3 weeks to complete.
Once your order is ready, we will contact you to update you on the delivery.
All items are made to order and are not eligible for returns.
Cancellations are accepted within 24 hours of placing the order.

Shipping times vary depending on your location.
– UK mainland free

– Wales £20
– Scotland £50
– Northern Ireland and UK isles £70

Made-to-Order Items:

All our furniture is handcrafted to order, which means each piece is made specifically for you after you place your order. Due to this bespoke nature, we do not accept returns or offer refunds on made-to-order items unless they arrive damaged.

Damaged Items:

If your item arrives damaged, please contact us within 2 days of delivery with photographic evidence of the damage. We will then arrange for a repair, replacement, or refund, as appropriate.

Reclaimed Wood:

Please note that reclaimed wood is a natural material and may exhibit variations in colour, grain, and texture. It may also experience slight movement or settling over time, which is a normal characteristic and adds to the unique character of each piece. This natural movement is not considered a defect.

Packaging for Returns:

In the unlikely event that a return is agreed upon (e.g., as a gesture of goodwill in exceptional circumstances), the items must be returned in their original packaging or equivalent protective wrapping. We cannot accept responsibility for damage incurred during return transit if the items are not adequately packaged. Specifically, items such as table or bench legs must be returned in their original packaging. Failure to do so may result in a partial or no refund if the items are damaged during return shipping. The customer is responsible for arranging and paying for return shipping unless otherwise agreed upon in writing by TheRoughWood.

How to Initiate a Return:

To initiate a return, please contact us at contact@theroughwood.com with your order number and details of the issue.

Refunds

Refunds will be issued to the original form of payment within 7 business days of receiving the returned item.
All returned items must be in new, unused condition and in the original packaging.