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Delivery & Returns
Our delivery service is WORLD-WIDE and we only use carriers that specialise in furniture transportation ensuring an efficient home delivery service. The carrier will call and give you a time frame when they will be in your area. If the delivery is missed (for whatever reason) the delivery is rescheduled within 7-10 working days. Please note that it is your responsibility that what you ordered fits into your home or work entrance.
Most of our pieces are handmade to order, lead times can be found on the product pages. Once your order is ready for delivery, our deliver partner will be in touch to arrange a convenient date. We offer a white glove delivery service, with delivery rates dependent on where you live.
To ensure a smooth delivery:
It is your responsibility to ensure your items will fit through any access points such as doorways, stairways, hallways, and lifts. Should you have any concerns, please get in touch with us.
What to expect on the day:
On the day of delivery, you'll receive a call from our team when they are one hour away. We'll carefully unpack and inspect each item, place it in a room of your choice, and assemble it for you. We will also ensure all packing materials are removed and recycled where possible. We are unable to install mirrors, artwork, or any electrical items including.
RETURNS
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We take enormous pride in the quality of our handcraftsmanship and authenticity of our materials, and we hope you are delighted with your purchase. Should you wish to return your item, you must inform us within 14 days of delivery by contacting the gallery you purchased from, or by emailing info@matthewtimms.co.uk if your purchase was made online. You will be responsible for the cost to return the item to us, and all made-to-order items carry a 20% restocking fee. If you are returning your item due to a fault, you must inform us within 5 days of delivery.
Certain items including bespoke pieces are not eligible for returns. For more information on our Returns policy please see section 4.10 of our Terms & Conditions.