Delivery & Returns
Last Updated: 30 July 2024
Welcome
By placing an order with us, online or by phone, you are accepting all the terms set out in our Delivery & Returns, Terms & Conditions and Privacy Policy.
Delivery
Overview
We have no minimum order quantity but please view our Terms & Conditions before making a purchase.
Delivery prices exclude VAT. Some prices are stated as ‘from’ as due to the nature of our products, surcharges may apply, as outlined here.
Delivery excludes Saturdays, Sundays, bank holidays (unless otherwise stated) and conditions outside of our control such as staff strikes, extreme weather conditions, road works etc.
Collections: If you’re local and wish to collect your order, choose “Collection” at the checkout. But please wait for us to contact you to confirm when it’s ready and when to collect. This is so we can ensure your order is ready before you travel to us.
When will I receive my order?
Please allow 3 – 5 working days for our delivery services to Mainland UK.
Next Working Day delivery is available for orders placed before 1PM to Mainland UK. Orders placed after will be processed the next working day. Delivery is 99% guaranteed and excludes Saturdays, Sundays, and bank holidays.
Overseas deliveries will take an estimated 3 – 10 working days. Please allow extra time for Customs procedures. Customs procedures are affecting some deliveries and causing delays.
Peak periods (seasonal or public holidays and popular online shopping events) may slightly affect delivery timeframes. If destined overseas, Customs regulations and international bank holidays may cause delays.
Please notify us ASAP if your delivery greatly exceeds its estimated timeframe, especially if using our Next Working Day service.
Mainland UK
Mainland UK delivery prices are automatically calculated at checkout. The price is based on the product type and its size, particularly its length.
| Country/Service | Price (exc. VAT) | Estimated Delivery Time (after receipt of payment) | Parcel Type | Notes |
|---|---|---|---|---|
| UK* Next Working Day | from £14.95 | 1 working day | All | Your order must be placed before 1PM. 99% guaranteed. Excludes Saturdays, Sundays and bank holidays. Includes goods up to 1.2 metres (48 inches) in length. |
| UK* Standard (Small Parcel) | from £6.95 | 3 – 5 working days | Small | Eligible goods are under 15cm in size. Includes mother of pearl, brass cabinet fittings, fret saw blades and very small marquetry panels. £20.00 max. order value and 1kg max. order weight. Delivery occurs Monday to Saturday. |
| UK* Standard (Medium Parcel) | from £8.95 | 3 – 5 working days | Medium | Eligible for most goods, wood veneers which can be rolled and some small malleable burrs. |
| UK* Standard (1 Metre Parcel) | from £10.95 | 3 – 5 working days | 1 Metre | Eligible for lines & stringing, inlay bandings and brass strips up to 1 metre in length. |
| UK* Standard (Large Parcel) | from £14.95 | 3 – 5 working days | Large | Eligible for large goods, unmalleable wood veneers: inc. mahogany flame curl, constructional, saw cut & some burrs. Or goods which require additional protective packaging. Max. 1.2 metres (48 inches) in length. |
| UK* Standard (1.5 Metres Parcel) | £29.95 | 3 – 5 working days (longer for bespoke orders) | 1.5 Metres | Eligible for inlay brass strips over 1.2 Metres in length, and Brass Strip Bespoke Orders. |
| UK* Standard (2 Metres Parcel) | £29.95 | 3 – 5 working days (longer for bespoke orders) | 2 Metres | As above. |
| UK* Standard (2.5 Metres Parcel) | £39.95 | 3 – 5 working days (longer for bespoke orders) | 2.5 Metres | As above. |
| UK* Standard (3 Metres Parcel) | £49.95 | 3 – 5 working days (longer for bespoke orders) | 3 Metres | As above. |
| Collection | Free (packaging fees may apply) | 1 working day (longer for large orders) | We’ll be in touch as soon as your order is ready to be collected. Once you’ve placed your order, you will receive an order confirmation email. But please await a second email or our call to confirm your order is ready before popping over to us. |
Click here to check your postcode or location applies to your chosen country/service. Exclusions and surcharges may apply.
Non-Mainland UK
| Country/Service | Price (exc. VAT) | Estimated Delivery Time (after receipt of payment) | Parcel Type |
|---|---|---|---|
| Scottish Highlands & Islands** | from £19.95 | 3 – 5 working days | Medium |
| Isles of Scilly | from £24.95 | 3 – 5 working days | Medium |
| Isle of Wight | from £16.95 | 3 – 5 working days | Medium |
| Northern Ireland | from £19.95 | 3 – 5 working days | Medium |
Click here to check your postcode or location applies to your chosen country/service. Exclusions and surcharges may apply.
Overseas
| Country/Service | Price (exc. VAT) | Estimated Delivery Time (after receipt of payment) | Parcel Type |
|---|---|---|---|
| Isle of Man | from £24.95 | 3 – 5 working days | Medium |
| Channel Islands | from £14.95 | 3 – 5 working days | Medium |
| Republic of Ireland | from £29.95 | 3 – 10 working days | Medium |
| Europe*** | from £39.95 | 3 – 10 working days | Flat Pack |
| USA & Canada (North America) | from £49.95 | 3 – 10 working days | Flat Pack |
| Australia & New Zealand (Oceania) | from £59.95 | 3 – 10 working days | Flat Pack |
| Rest of the World | POA (price on application) | TBC (to be confirmed) | TBC (to be confirmed) |
Click here to check your postcode or location applies to your chosen country/service. Exclusions and surcharges may apply.
There’s no delivery option for my country, can I still order?
If your country is not listed, please email us your order and shipping address. If you prefer, add the items to your basket and send us a screenshot.
We will advise the estimated delivery time and price. Prices are based on the size and weight of your chosen goods. Parcels will be trackable.
Customs
Overseas orders are sent via a DDU (Delivery Duty Unpaid) service, which incur Customs clearance fees, duties and VAT, payable by you (the recipient) once your parcel reaches your local customs office.
The estimated delivery time may vary. Please allow a little extra time for Customs procedures.
As Customs procedures differ from country to country, we are unfortunately unable to advise on the process, fees and timeframes. Before placing your order, we advise contacting your local Customs office for further information.
Customs procedures may cause delays.
UK VAT
UK VAT is not applicable and will not be charged for destinations outside of the UK, except for the Isle of Man.
Overseas Restrictions
Some items cannot be sent overseas; this is specified in the product’s description.
Click a heading to reveal the relevant info.
Delivery Surcharges
Our main delivery options are based on 3 parcel types: small, medium, and flat pack. Due to the nature and range of our products: lengthy, heavy, large or orders with varied goods may sometimes incur a small additional delivery charge. In this case, we will advise you before dispatching your order.
To keep the delivery charge to a minimum, please let us know the minimum measurements you need for wood veneers, inlay bandings, lines & stringing, and brass strips. Common surcharges which may apply include:
| Country/Service | Product | Charge applies if… | Surcharge (exc. VAT) |
|---|---|---|---|
| UK Collection | All | The goods require special packaging or attention to avoid damage during your transit home. | POA (price on application) |
| UK Standard, Small Parcel | Mother of Pearl Brass Cabinet Fittings Fret Saw Blades Marquetry Panels Veneer Tools & Glues | The total value of the goods exceeds £20.00, 1kg and/or 15cm in size. | from £2.00 |
| All excluding UK Standard, 1 Metre Parcel | Inlay Brass Strips Inlay Bandings Lines & Stringing | The goods are required in their full length, up to 1 metre (39 inches). | from £2.00 |
| All excluding UK Standard, Large Parcel | Wood Veneers: Burrs Constructional Saw Cut | The wood veneer is required in its full length, up to 1.2 metres (48 inches). | from £6.00 |
| All | Wood Veneers: Large Burrs Mahogany Flame Curl Constructional Saw Cut | The wood veneer is required in its full size and cannot be rolled. | POA (price on application) |
| Overseas (exc. Isle of Man, Channel Islands & Republic of Ireland) | All Wood Veneers | The wood veneer is required in its full length or larger than 47cm (18 inches). | POA (price on application) |
| All | All | The order is unusually heavy and/or large. | POA (price on application) |
An item’s full length or size is that specified in that particular item’s product description.
Delivery Zones
Delivery zones are defined below.
| UK Mainland* | ✔ Includes England, Wales & parts of Scotland. ✘ Excludes the Scottish Highlands & Islands, Isles of Scilly, Isle of Wight & Northern Ireland as listed separately. | |||
| Scottish Highlands & Islands** | ✔ Includes postcodes: AB31-38, AB45, AB52-56, FK17-21, HS, IV1-3, IV10-56, IV99, KA27-28, KW, PA20-49, PA60-80, PH17-26, PH30-44, PH49-50, ZE. | |||
| Isles of Scilly | ✔ Includes postcodes: TR21-25. | |||
| Isle of Wight | ✔ Includes postcodes: PO30-41. | |||
| Northern Ireland | ✔ Includes postcodes: BT1-94. | |||
| Isle of Man | ✔ Includes postcodes: IM1-9 & IM99. | |||
| Channel Islands | ✔ Includes Guernsey & Jersey. | |||
| Europe*** | ✔ Includes Austria, Belgium, Denmark, Finland, France, Germany, Italy, Malta, Netherlands, Norway, Poland, Portugal, Spain, Sweden & Switzerland. ✘ Excludes Republic of Ireland as listed separately. If your country is not listed, please see notes under Rest of the World. | |||
| Republic of Ireland | ||||
| North America | ✔ Includes USA & Canada. | |||
| Oceania | ✔ Includes Australia & New Zealand. | |||
| Rest of the World | If your country is not listed, please email us your order and shipping address. We will advise the estimated delivery time and price. Prices are based on the size and weight of your chosen goods. Parcels will be trackable. |
Delivery Terms
Overview
All orders are dispatched via a courier for a fully trackable and top quality service.
The delivery rate is VAT chargeable, if applicable to the customer’s shipping destination (country).
Tracking details are supplied automatically after dispatch, via text or email and directly from our couriers. Customers should contact us if tracking details have not been received.
Delivery notifications are automatically sent out by our couriers. These may be unavailable for certain services and countries.
Failed Delivery: Please ensure someone is in to accept your parcel as Original Marquetry Ltd will not be liable for the cost of redelivery.
Delivery Address: We do not deliver to PO Box addresses. Address details will be copied into courier booking systems. So, please ensure your delivery address is correct and complete as once your order has been dispatched, the delivery address cannot be changed. Original Marquetry Ltd will not be liable for issues including, but not limited to parcel loss or damage due to an incorrect address.
Delivery Instructions: If required, we will happily add special delivery instructions to your parcel. However, we cannot guarantee these instructions will be followed by our couriers who often require someone to sign for the parcel. Therefore, Original Marquetry Ltd will not be liable for issues including, but not limited to parcel loss or damage due to following special instructions.
Customs Clearance Fees, Duties & Taxes: Original Marquetry Ltd will not be responsible for any import taxation, and/or Customs issues that may be levied on your parcels, upon entering your respective countries. We are not responsible for delays due to Customs.
Commercial Invoice: This will be supplied for all overseas orders. It states the value of the goods and is generated automatically through the courier, prior to dispatch. We have no control over what mandatory information must be included. We cannot amend its format.
EORI Number: Business customers based in Europe will need to provide their EORI number when placing their order or prior to dispatch. Applies to Business to Business (B2B) orders destined for a European address. This supports new Customs formalities which apply from 01 January 2021 after the Brexit Transition Period.
Delivery Time
Delivery time for UK orders is an estimated 3 – 5 working days, and 3 – 10 working days for Overseas orders, this starts from the cleared payment date. We are not responsible for the delivery time as this is determined by the couriers.
The delivery time is not guaranteed and may vary/be more than stated, particularly during extreme weather conditions and peak periods such as seasonal or public holidays and popular online shopping events. If destined overseas, Customs regulations and international bank holidays may cause delays.
Delivery excludes Saturdays, Sundays, bank holidays (unless otherwise stated) and conditions outside of our control such as staff strikes, extreme weather conditions, road works etc. Some items cannot be sent overseas as specified in a product’s description.
UK Next Working Day delivery is 99% guaranteed and applies to orders placed before 1:00pm to Mainland UK. Excludes some locations/remote addresses.
Most deliveries occur between 7:00am – 8:00pm every working day. Our couriers will often notify you by text or email on the day of delivery. Please ensure someone is in to receive and accept your parcel, as a signature is required. Times and days may vary depending on the courier, see below for UK information.
| Courier | Delivery Times | Delivery Days |
|---|---|---|
| Parcelforce | 7:00am – 6:00pm | Monday – Friday Excludes bank holidays. |
| Evri | 8:00am – 8:00pm | Monday – Saturday Excludes bank holidays. |
Collection
Collection is available to paid orders. We will contact customers when their order is ready and to confirm a collection time. Collection is generally available Monday to Friday, between 11:00am and 4:00pm and within 1 working day, this can be longer for large orders. A packaging fee may apply.
Collection via a Preferred Courier: Applies where a customer has arranged to have the goods collected and delivered via their chosen courier. Shipping labels and documentation must be provided by the customer, ideally via email and within a reasonable timeframe. A packaging fee may apply.
Packaging Fee: The price may differ as dependent on the chosen goods. The fee will be stated to the customer in advance. It covers the materials used to package and protect the goods during transit after collection or for collection via a preferred courier.
Original Marquetry Ltd will not be liable for issues with carriage including, but not limited to loss or damage after an order collection.
Parcel Damage or Loss
Damage
We package every order with great care and attention, but we know accidents can happen. In the unlikely case your item arrives damaged, please email us a photo of the damage. We will then investigate and respond as soon as possible with instructions for returns and a replacement or refund. Notification must be made within 2 calendar days from receipt of order (delivery date) or otherwise claims may not be entertained.
During delivery, please check your parcel for any obvious signs of damage and record any issues with the courier before signing. If there is excessive or visible damage to the outer parcel, please refuse your delivery and contact us for a replacement.
Loss
In the unlikely event where your parcel may be lost and delivery greatly exceeding its estimated timeframe, please check your parcel’s tracking or notify us as soon as possible.
Please allow extra time during extreme weather conditions and peak periods such as seasonal holidays and popular online shopping events. Our estimated delivery time is as follows:
• Next Working Day: 1 working day
• Mainland UK: 3 – 5 working days
• Non-Mainland UK: 3 – 5 working days
• Overseas: 3 – 10 working days.
Missing or Faulty Items
We take great care in fulfilling your order perfectly, however, if items are missing, please notify us straight away, or at the very latest: within 2 calendar days from receipt of order (delivery date). We may not be able to replace or refund items reported as missing or faulty after this time.
Check Your Order Status or Track Your Parcel
Check your order status:
To check your order status, log in to My Account and go to ‘Orders’. Or, contact us and please have your invoice number to hand. This is a 5-digit number stated on your invoice and order confirmation email.
Track your parcel:
Track your parcel online using the tracking number stated in the text or email provided by the courier service, usually supplied automatically after dispatch. Contact us if you have not received one.
Our Customer Service Helpline
Or call us out-of-hours and leave a message on our 24-hour answerphone.
Returns
Read our Returns & Cancellations Policy here.