Important information about ordering, made-to-measure specifications, delivery, cancellations and your consumer rights.
Product information and prices displayed on our website are an invitation to place an order. Your order is an offer to purchase. We will acknowledge receipt, but the contract is formed only when we expressly accept the order. If we cannot accept it, we will explain why and refund any payment taken within 2 working days.
Many products are manufactured to the dimensions, timber species, edge profiles, finishes and other specifications you select. Please check all measurements and selections carefully before placing an order. We may contact you if instructions are unclear. Natural timber varies in grain, colour and character, and photographs are illustrative. Our general tolerances are +/- 1 -2mm
The total payable, including any applicable VAT and delivery charges, will be shown before you confirm your order. Prices are in GDP. We may correct an obvious pricing error before accepting an order. Payment methods and when payment is taken are displayed at checkout.
Made-to-order products require manufacturing time. The current estimated lead time is displayed on the website and may vary by product and specification. We will advise you of material delays and your available options. An estimated lead time is not a guaranteed delivery date unless expressly agreed. Your statutory rights remain unaffected.
Smaller items, such as shelves, are normally dispatched using an overnight courier service, such as DPD, UPS or DHL.
Larger items, including table tops, worktops and desktops, are generally delivered using a two-person delivery service or a designated specialist courier. A suitable delivery date will be arranged and agreed with you before dispatch.
Delivery addresses and inspection
Please ensure that the delivery address provided when ordering is accurate and complete.
We recommend inspecting your goods promptly upon arrival. If the packaging or products appear damaged, please take photographs and contact us as soon as reasonably possible so we can investigate and resolve the issue.
Failure to report damage immediately does not affect your statutory consumer rights.
Where we arrange delivery, responsibility for the goods remains with us until they are delivered into your physical possession or that of a person you have nominated to receive them.
Our products are made to order according to your individual measurements, specifications and requirements.Where goods are made to your specifications or clearly personalised, the usual 14-day change-of-mind cancellation right does not apply under the Consumer Contracts Regulations 2013.
This does not affect your statutory rights if goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
If you need to cancel or amend an order, please contact us as soon as possible. We will do our best to accommodate changes before production begins. Once manufacturing has started, changes or cancellations may not be possible.
All products are manufactured to the specifications agreed at the time of ordering.
If goods arrive damaged, are faulty, not as described or do not meet the requirements of the Consumer Rights Act 2015, you are entitled to the remedies provided by law. Depending on the circumstances, these may include a refund, repair, replacement or price reduction.
If you experience a problem with your order, please contact us with your order number, a description of the issue and, where possible, photographs so we can investigate and resolve the matter promptly.
Made-to-measure products are generally exempt from change-of-mind returns where they have been manufactured to your individual specifications. However, this does not affect your statutory rights regarding faulty or incorrectly supplied goods.
For any standard products eligible for cancellation or return, we will provide the required cancellation information and process refunds in accordance with applicable consumer law.
Nothing in these terms limits or excludes your statutory consumer rights.
Timber is a natural material that responds to humidity and temperature. Follow any supplied handling, acclimatisation, finishing, maintenance and installation instructions. The suitability of fixings, supports and installation methods depends on the intended use and site conditions. This section does not exclude liability where a product or instructions are legally required to meet a particular standard.
The following environmental factors can increase the likelihood and the degree of wood movement your furniture experiences: adjacent large windows, skylights, underfloor heating, wood burners, radiators, fires and other local heat sources. The closer these sources of heat and light are to your furniture, the greater their potential affect on any wood movement it will experience.
As the timber acclimatises, new tables may develop cracks (new or widening of existing cracks), splits at glued joints, bends or deflected straight edges. This wood movement will normally take place over the first 12 months in the table’s new home (the acclimatisation / settling period) as it experiences the changing humidity levels through the changing seasons in your home for the first time.
Other Natural features
We select our timber for its natural beauty, so you may expect small knots, areas of lighter or darker colour and other natural features of the wood to be visible. During the manufacturing process, any natural features will dealt with at the judgement of the workshop, unless specifically asked to do otherwise by the customer at the time of order. As standard, we will fill any open cracks, knots and other voids during the manufacturing process with dark brown wood filler unless specifically requested to do otherwise.
3. Overall Table Width
The widths of oak planks in any table top varies depending on your chosen specification. The overall table width may vary by up to 5% so we can avoid natural imperfections in individual pieces that would cause an aesthetic or structural issue.
After production, the oak may lose moisture resulting in shrinkage of up to 5% across the grain, or width and thickness, of the table during the first 5 years.
We also suggest to protect your table surface with placemats or coasters to prevent scratches and water rings, specifically when it comes to hot plates.
The Goods -
If you have a question or complaint, email sales@turnersandmoore.co.uk or telephone 01603 258 159. Include your order number where available. We aim to resolve issues promptly.
These terms are intended for customers in the United Kingdom. Any governing-law provision must not deprive consumers of mandatory protections that apply to them. We may update the terms for future orders, but changes will not retrospectively alter a contract already formed without lawful agreement.
