Sale of Goods
When making a purchase through Bespoakmantels, you are also agreeing in full to the terms and conditions below. Every order is received and processed on the basis that the customer will complete the purchase under these conditions. Please contact us for any further information or questions regarding the below.
Prices and payment
Bespoakmantels reserve the right to make changes to prices, product and service details and terms and conditions without notice. However, no prices will be changed following the provision of a written order acknowledgement.
If a product has been incorrectly listed due to human error – whether price or product detail – Bespoakmantels reserve the right to cancel any associated orders.
Order acceptance and processing will not commence until all funds have been received in full. On completion of payment, orders will be confirmed by email.
On accepting your order, a legally binding contract is created between Bespoakmantels and the customer. All products are subject to availability and we reserve the right to refuse supply at our discretion.
Payment by Credit and Debit card
All prices are displayed in British Pounds Sterling. All major credit and debit cards are valid forms of payment – whether online or by telephone. We also accept PayPal and bank transfer payments. Prices do not vary according to the method of payment, and no credit or debit card details are stored.
We operate under the Consumer Protection (Distance Selling) Regulations 2000. Orders can be cancelled by the customer for any reason. However, this policy does not apply to bespoke or made-to-measure pieces.
If the customer changes his/her mind after purchase, they have the right to return items. This policy is in accordance with the Consumer Contracts Regulations 2014. Customers have the right to cancel their order from the moment the order is placed to 14 days following delivery of the goods. On the date the retailer is notified of the cancellation, the customer then has a further 14 day window in which to return the goods.
Please note the following exception: Orders for bespoke items cannot be cancelled or changed after work on that order has commenced.
Dispatch & Delivery
Due to the current COVID-19 situation we are currently unable to guarantee a delivery timeframe. We are doing our upmost to dispatch orders as fast as possible and are currently working around 14-21 working days. Please ensure that your order has been delivered before booking a fitter.
All orders made through our website are for UK Mainland Shipping only.
Your order may be returned if the courier’s ‘attempted delivery limit’ has been reached. This is usually after three attempted deliveries. In such instances the customer is liable to pay for any further delivery charges. Customers are also liable to pay a fee if delivery is refused.
Although we choose our couriers very carefully, their service is not guaranteed. Bespoakmantels do not offer any compensation for late delivery. We would advise against booking tradesmen until your delivery has been received and fully inspected.
Our couriers must receive a signature upon delivery of your item. Delivery will be attempted at a neighbouring address if you are unable to sign.
The courier will not be instructed to leave your delivery in a ‘safe place’ unless at your specific request. However, any such requests are made entirely at the customer’s risk; Bespoakmantels do not accept any responsibility for items stolen, lost or damaged due to being left in a ‘safe place’.
Returns, Replacements or Refunds
All cancellations must be confirmed in writing within 14 days of receipt of the goods. The customer is responsible for returning goods in original packaging with accompanying paperwork. The goods must be unused and the customer is responsible for the cost of the return.
On returning a product to Bespoakmantels, you must take reasonable steps to ensure it is not damaged in transit. Full refunds will not be made if a product is received in a damaged condition due to your negligence.
Should your item be delivered to you in a damaged condition, we will replace it at no further cost to yourself. Exchange of the item will be arranged, and you will need to be available at the allotted time. This is the only situation in which an exchange service will be offered. Our team will endeavour to find an appropriate solution for you.
Exchanges and returns cannot be accepted if the product has been used or installed.
In line with the Consumer Rights Act 2015, customers have the right to reject items of unsatisfactory quality, and those that are not fit for the intended purpose or fail to match the product description. In these circumstances, the customer is entitled to a full refund. However, this right is limited to a window of 30 days after the customer takes delivery. Customers are not responsible for the cost of returning a faulty item; Bespoakmantels will refund any delivery costs incurred by a customer when returning a product that arrived damaged, was faulty or was not as described.
Website photographs simply serve as visual examples; being made with natural materials, the product that you receive will be different. Our skilled team endeavours to make products as close to the website image as possible, but a close match cannot be guaranteed.
Given the natural material, colour variation is normal, and not under our control. Colour samples should therefore be used as a guide only, and we are unable to guarantee the appearance of the item you receive. Because of this, we cannot accept responsibility for any costs of return.
We use air-dried timber in the manufacture of many of our products. All of our timber is carefully and professionally sourced; however, we are unable to guarantee certain product qualities.
Our timber is air-dried in the local climate. However, changes to the timber can be expected after installation. The timber will naturally adjust to its new temperature and placement; you are likely to notice further cracking, splitting and twisting, as well as colour changes.
We cannot guarantee the presence of certain features because each piece of timber is different.
The ‘acclimatisation’ process for each piece of timber is natural – and the way in which this happens varies from beam to beam. Therefore, replacements will only be issued at our discretion and in exceptional circumstances.
We make every effort to ensure all of our products are supplied ‘infestation free’. However, this cannot be guaranteed and no responsibility will be accepted for any costs incurred after delivery of the item.
All dimensions listed by Bespoakmantels are approximate to 25mm.
Bespoakmantels are pleased to offer you advice on correct installation of your item. However, it is important to note that not all supplied brackets and fittings are suitable for every installation. We hold no responsibility for any damage or injury incurred in the event that your item has been incorrectly fitted. Therefore, it is your responsibility to assess the suitability of the fittings to the application.
We will not accept the return of items that have been used or installed.
If excessive twisting, cracking or splitting of the wood occurs, Bespoakmantels will only consider issuing a replacement if the product has been installed under current relevant regulations.