Terms and Conditions

Payment

We ask for complete payment to confirm your order. Part payment up front and part cash on delivery is possible on some orders, this must be arranged on order placement.
You can pay via Credit/debit card, bank transfer. We do not accept cheque.
Your order is confirmed once payment has cleared.
We will then send you an email with receipt of your payment.

Lead times

All our furniture is handmade to order. Once your payment has cleared, we order the timber for your furniture from our supplier. We then hand craft your furniture using traditional methods. This process from payment to delivery can often take up to 10 weeks.
Our current lead time is around 8 weeks from receipt of payment for furniture and 4 weeks for shelves and mantels. Although this can change on a weekly basis dependent on volume of orders taken. Please contact us when placing the order to check current lead times.

Delivery

We are able to deliver to the UK mainland. Highlands, Islands and some European destinations are subject to a delivery surcharge, please contact us for further details if you require this service.
If it is not possible for us to deliver to you personally (because your postcode is beyond our reach) we will arrange for one of a number of excellent couriers we have available to us to do this for us.
Our aim is to deliver as quickly as possible. We always check furniture before delivery to ensure it reaches our high quality standards, any weight shown for furniture is including packaging so please be aware items can be heavy.
If you request a delivery date that you subsequently cannot meet, please let us know within 7 days or a re-delivery charge will apply.
Please be aware that if you wish to amend your order it may result in a delay and extra cost.
Dining tables come with legs that need attaching by screws once delivered and an electric driver is advised to give a tight secure fit.
We regret that we are not able to dispose of furniture that you are replacing.
We cannot accept responsibility for goods that are delayed due to circumstances that are beyond our control (ie. transport strikes, bad weather,traffic jams, Christmas and bank holidays, 3rd party courier delays etc). During the Christmas period we try our hardest get your order to you before Christmas if this has been agreed when placing your order. On rare occasions sometimes this is not possible and there may be a need for extra time to complete and deliver your order.
We can not be held responsible for deliveries not meeting the Christmas deadline due to delays by the courier.
We do not offer compensation for a delivery taking longer than we anticipated. We always do our best to get items out within the time scale given and if we have given you a day for delivery it will usually be between 7am -7pm. On occasions couriers can be delayed and this can sometimes be later unfortunately this is out of our control and do not offer compensation in this circumstance.
Once booked in we will try our best to work with you and the courier to arrange delivery of your furniture, we do not take responsibility for customers not being at home to receive goods. Courier hours are 8am – 6pm UK time. We can not give you an estimated time of arrival as this is something we have no control over. You must be available from 8am – 7pm on the day of your delivery. If you are not in on the first delivery attempt the courier will try again the next day unless you contact them to rearrange, if there is nobody in to take receipt of goods on the second attempt the furniture will be returned to us. In this case you will be charged again for delivery of your furniture. This amount varies on the size and weight of your furniture.
On occasion, with heavier items you may be required to help the courier unload your items. The courier is a door to door service only. You are responsible for taking your furniture into your desired location. On occasion the driver may assist you with this, but this is at the drivers discretion as its a door to door service only. It is your responsibility to assure you have enough assistance with heavy items at the point of delivery. We will not be held responsible for any injury or accidental damage caused at the point of delivery. On larger items wooden battens/supports may be added to the bottom of legs etc for protection whilst in transit these should be be removed once delivered.
You must inform us of any problems with vehicle access or parking to ensure smooth delivery of your furniture. Any failed delivery due to an inaccessible delivery location that we have not been informed of will be returned to us and subject to further delivery costs.

Once an item is delivered and signed for then you are subject to the terms and conditions set out by the delivery company.

We will close for the Christmas break on Thursday December 21st 2017 and return on Monday January 8th 2018. Any shelving orders placed after Friday 24th November will be delivered after the Christmas break. Any furniture orders after Friday 20th October will be delivered after the Christmas break.

Colour

We try our hardest to finish your order to match any colour you may requested. We recommend sending us a colour sample if you require a colour match. We will not be held responsible for a wrong colour being ordered by the customer, in this case if you require an alteration you will be subject to further costs. Due to the nature of solid timber there can be natural hues come through in the finished product, this is a natural characteristic of timber and can not be changed or removed.
We use our 4 oak colour finishes to bring out the natural colours of the timber.
Images shown on the website are examples only. Actual colour and finish may vary, as each piece of timber we use varies in its natural colour and texture. Larger section sizes of timber will vary in colour and finish from smaller section sizes. All items will be made and remain unfinished (no colour applied), if you order an item in any of our 4 colour options then your order will be a bespoke order to you, and will be subject to our bespoke order returns and refund policy below.

Measuring Up

It is very important that you measure carefully where your furniture is going to go.
Narrow doorways, staircases and tight corners can make it impossible to put your furniture where it is desired. Our furniture is solid, heavy and not available in flat pack form.
Please check these details carefully prior to placing your order as we will not issue a refund if the items can not be placed where desired.

About the wood

Wood is a natural material and may display various marks and characteristics such as knots, cracks, grain variation, colour variations and may continue to develop these within the first year as all our furniture is rustic reclaimed wood that will adjust to the warmth of your home over time.  These are natural movements, and not deemed a fault or not fit for purpose in anyway. Deemed by many to be desirable features which demonstrate the individuality of the wood and will not affect the durability or performance of the furniture in any way. As each tree is unique, natural markings vary from tree to tree resulting in some timbers with no markings and others with many. Marks from saw mills and other wood working machinery may be apparent in our furniture. All sizes stated on the website are approximations, timber section sizes we receive vary, so will our finished furniture sizes.
Handmade Wooden furniture is unique, as such, colouring and grain patterns will vary from piece to piece, with no two pieces being exactly the same.
Splits, cracks, shakes within the wood that appear are nothing to worry about at all, these are to be expected and is the natural aging process of the wood within your home, wood will acclimatize to its environment. We do state that shakes, splits, crack can appear and these are inherit of our reclaimed rustic wood and style we do here at ely rustic furniture, these will not effect the structure of the table or be dangerous in anyway, its simply the wood just moving into a position its comfortable.
Solid wooden furniture can be affected by heat within the house, these movements are inherent characteristics of natural solid timber and are not considered a fault in the furniture or our workmanship. We will not be held responsible for movement in your furniture caused by exposure to change of temperature. Being a natural product wood can change in different environments, moisture and sap from inside the timber can be pushed to the surface, this can cause mold and sap seepage and will not be deemed as a fault and we do suggest putting card under the items until the wood have fully dried out to protect carpets or surface underneath as this is dependent on the environment its in. Some items may take longer than others due to the nature of the material used.  Our wood sections may open up causing gaps or uneven surfaces due to natural movement, We use oak finishes on reclaimed timber and unless stated we use pine not oak, if an item is oak it will be stated on product otherwise we use reclaimed rustic pine.

It is your responsibility to care for your product once received, we recommend you clean and re-wax your furniture when necessary to help protect it, seal it, and restore any colour loss. Other materials such as metal, engines, studs, bars, poles, come in the raw state we work around these materials and enhance them, the can have dirt, rust, scuffs and marks present, we make these items as rustic pieces and are part of the work we do within each product.
Tables, desks or any top of a surface that is being used should be re-coated when needed to restore the colour if it fades, If you are using the top for writing or drawing please be aware that the wax may come off if pressed hard. Other materials such as metal engine blocks, metal legs, chrome legs, studs come in raw state and we enhance these features and work around them, rust marks, dirt, scuffs from these are part of the look within each item if present.
We cannot offer any guarantees or refunds for furniture that has been damaged due to exposure to sunlight or changes in temperature, furniture that has been dismantled, or warped due to uneven surfaces.
Timber is a natural product, over time timber can move and warp due to its environment which could make your furniture unstable. This is not a fault and we will not refund or replace in this case. Alterations can be made if necessary at the customers cost including the return cost for the item to our workshop.
All product images on our shop page are for illustration purposes only, actual products may differ in colour and/or finish as each piece of timber is different.
We withhold the right to update and amend our website and its entire contents at any point at our own discretion. Our furniture is made from solid wood and is heavy, please contact us for the weight of any items before you buy if you have any concerns. We will not refund an item deemed to be too heavy by the customer.
Certain items e.g chests and tv units unless stated will not come with back as this is to save weight and is not necessary for the unit.
As all of our timber does not come from the same supplier, variations in size and colour are to be expected when orders are placed at different times of the year. We recommend return customers to forward us a colour match and/or size specifications before placing an order.
By paying and placing your order you agree to our terms and conditions, guarantee and refund policy.

Cancellation of Orders / Refunds and returns

A standard, unfinished order can be cancelled up to 7 days from the point of order for a full refund.
Orders cancelled after this are subject to a refund of up to 50%.
Only standard size, unfinished items on the online shop are liable for an up to 50% refund. This does not apply to bespoke orders.

Bespoke orders are non refundable, this includes all orders with any change from the original sizes and any item coloured to your choice. If you choose to have an item coloured in any of our colour options, this is a bespoke order. If a bespoke order is damaged or incorrect upon delivery we will offer to fix the item or remake the item for you. We do not offer a refund for any bespoke items as we offer replacements to resolve any issues.
Any changes to dimensions of our furniture, or items designed or requested by the customer are bespoke orders.
You are responsible for the cost of any return and to send the items back to us in the same condition as they left the workshop. Once items are back with us and inspected we will issue a refund for the items only. The cost of delivery is non refundable.
If you wish to cancel a bespoke order you must do so within 7 days of payment to receive a refund. Bespoke orders cancelled after 7 days are non refundable.