Delivery of most of the goods will be made by a 2 day courier service
Delivery costs for major European Union countries is usually £35 ( however certain EU countries incur an additional delivery surcharge due the size and weight of some of our products). This will be calculated at checkout and is dependent on the volume and weight of the items within your basket. Delivery within the EU zone is usually within 7 days.
For clothes airers and shelf sets the shipping costs to non EU international destinations can be extremely expensive due to the length of the timber. To reduce the shipping cost significantly we are able to supply just the kit parts enabling you to source the timber in your own country. Please contact us directly for shipping costs stating your address and postal code and the items you wish to purchase.
We will endeavour to ensure that our courier service provider delivers goods according to schedule but we cannot be held liable for any inconvenience or costs resulting from the late delivery of goods.
For standard shipping on items, this will be shipped out next working day. For Express delivery, the order must be placed by 10am (Monday to Friday) to achieve same day send out. Items will be posted out on business working days.
Please be aware that items shipped outside of mainland UK to some locations, may incur customs charges. These are the responsibility of the customer to cover. Should you wish to return the item you will be responsible for the return costs and a small handling fee will be charged before a refund given.
2. Product Returns
We hope you will be very happy with your Thatch & Stone purchases. However, if you decide to return anything bought from us, please notify us within 7 days of receipt that you intend to return goods. We’ll be happy to refund or exchange a product provided it is returned unused, in its original packaging and in fully re-saleable condition. Returns should be made within 28 days from receipt of goods. If the product returned is not in a fully re-saleable condition, we reserve the right to refuse a refund on the item. Please pack the parcel carefully and wrap everything separately. Make sure small parts i.e. screws, bolts and fittings are wrapped separately in the manner they were received to avoid damage. As the customer you are responsible for returning the goods to us safely along with ‘paying’ the cost of postage. Please also make sure your parcel is suitably insured etc as the goods are your responsibility until we receive them. Returns may be subject to a handling fee upon return.
All goods should be returned to Customer Returns, Thatch & Stone Homewares Ltd, Unit 1, King Hayes Farm, Northgate, Walsall, WS9 9BU
3. Faulty Goods
In the event that goods bought from Thatch & Stone are faulty, we will be happy to replace the goods at no charge to the customer or alternatively, to refund the cost of purchase. It should be noted that our liability is limited to the purchase cost of faulty goods and we will accept no responsibility for any costs that may be associated with their supply. Faulty goods should be notified to Thatch & Stone within 3 days and returned to the Thatch & Stone warehouse within 14 days. In most cases, the courier cost to return goods will be covered by Thatch & Stone. Please email us a copy of your returns payment receipt along with your order reference and reason for return to firstname.lastname@example.org and we will refund the amount upon receipt of the faulty goods. For goods being sent overseas by the customer (i.e not by us) any faults must be reported to us before being shipped.