Shipping & Returns

When you receive a package from The New Craftsmen we want you to be delighted. We aim to deliver your items in good time, safely packed and beautifully wrapped. Many of our pieces are one-of-a-kind pieces, carefully crafted over hundreds of hours. For this reason, all of our items are white glove shipped. This means that expert handlers wrap your pieces, then a specialist courier company ensures they reach you unharmed.

From time to time we may amend our shipping costs in line with: currency fluctuations; changes in taxation; and increased shipping charges. Our Terms and Conditions apply to all usage of the The New Craftsmen website. If you have any concerns, please email us at [email protected].

Mainland UK Shipping

Standard (1-3 business days): We deliver to mainland UK, Northern Ireland & Isle of Man as part of our domestic shipping service. The cost is calculated at the checkout and will depend on the volume of the order, prices start from £10. Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.

Bulky Packages & White Glove (3-10 business days): Price on application (POA) – due to the specialised nature of shipping, we are unable to give exact quotes at the checkout. Once a purchase has been made, a member of the The New Craftsmen team will be in touch to guide you through the process. These include furniture, lighting and large or fragile items.

All orders are tracked for peace of mind and tracking numbers will be included with your order dispatch email.

Customers are welcome to arrange their own courier to collect items during business hours. In doing so, the customer accepts all costs and any liability involved in hiring this third party service.

International Shipping

We currently ship products to all countries worldwide, for online shipping we have a set pricing structure for the following countries:

Europe

Andorra, Austria, Belgium, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtestein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia (Business address only) Spain, Sweden, Switzerland, Turkey and Ukraine

USA & Canada


Middle East

Qatar, Saudi Arabia and UAE 

Australasia

Australia and New Zealand

Asia

Hong Kong, Japan, Singapore and South Korea

Africa

South Africa

Americas

Mexico

If your country is not featured in this list online orders can still be shipped out. Once you have placed an order with us, we will get in touch regarding shipping costs. Alternatively, you can email us at [email protected] for further information.

Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.

All international orders are not duty paid and may incur additional charges once the parcel reaches its destination country. Please refer to clauses 4.1 to 4.5 of our Terms and Conditions for further details.

International Shipping (3-10 business days:
The cost is calculated at the checkout and will depend on the volume of the order, prices start from £29. Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.

Bulky Packages & White Glove Shipping (3-15 business days):
Price on application (POA) – due to the specialised nature of shipping, we are unable to give exact quotes at the checkout. Once a purchase has been made, a member of the The New Craftsmen team will be in touch to guide you through the process. These include furniture, lighting and large or fragile items.

All orders are tracked for peace of mind and tracking numbers will be included with your order dispatch email.


Backordered Product(s), Bespoke Product(s), & Made to Ordered Product(s) deliveries

Backordered Product(s), Bespoke Product(s), and Made to Order Product(s) will come with their own delivery and lead times, typically stated at checkout. Due to the nature of our products, lead times are a rough estimate of production time. Once these products have been ordered, a TNC team member will contact you with further information.

FAQs

DO YOU DELIVER TO MY COUNTRY?

We deliver to all countries worldwide. For online orders we deliver to a selection of countries worldwide but can take phone orders. We only ship to business addresses in Russia. Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.

HOW LONG DOES INTERNATIONAL DELIVERY TAKE?

We estimate that international delivery items arrive within 7-10 business days from receipt of order, although Europe is generally within 5 business days. Receipt of goods can sometimes be subject to customs & duty procedures beyond our control.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?

You will receive a dispatch confirmation via email to confirm your goods have been despatched which will also contain a tracking link.

CAN I TRACK MY PARCEL?

All orders shipped are trackable. We will email you tracking details as soon as the parcel has been collected.

CAN I CHANGE THE DELIVERY ADDRESS?

For orders placed online, we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. If the order has already left our office, then the delivery address cannot be changed. In this instance we will need to wait for the parcel to be returned then postage would be payable for it to be sent out again.

WHAT IF I AM NOT HOME WHEN IT’S DELIVERED?

Our couriers will make 3 attempts to deliver your parcel, and then leave a card for you to collect at the nearest relevant Access Point.

CAN SOMEONE ELSE SIGN FOR MY DELIVERY?

Yes they can. The New Craftsmen accepts no responsibility if the signature received at the delivery address is not the recipient, and will consider this parcel correctly delivered.

DO I HAVE TO PAY CUSTOMS & IMPORT CHARGES?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred.

Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.

I HAVE BEEN CONTACTED FOR FURTHER INFORMATION BY COUNTRY CUSTOMS DEPARTMENT?

Each country will have their own goods import procedures and these can vary across countries. From our experience USA customs do require at times further details of a high value orders, such as manufacturer details/irs number at times. If you have an order in customs, please contact us at [email protected] quoting your order no and we can help you resolve the matter as fast as possible.

WHY HASN’T MY ORDER ARRIVED YET?

International shipments can occasionally take longer than expected – goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 business days from despatch, please contact [email protected] and we will investigate for you. Please check that you haven’t received a card from the couriers.

WHAT HAPPENS IF MY PARCEL GETS LOST?

Things occasionally go missing in the post, don’t worry, all shipments are fully insured & we will be happy to make a claim on your behalf if this should occur. Our policy is to refund in full or send a replacement once the required time has passed, stated by the relevant shipping company in their terms.

WHAT IF MY ORDER WASN’T CORRECT?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on +44 (0)20 7148 3190 or email us at [email protected] and we will look into it. Please include your order reference at all times when e-mailing us.

The New Craftsmen takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to the handmade nature of pieces, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.

WHAT IF THE ITEM IS FAULTY?

Faulty items are dealt with slightly differently. If you consider the item you have received as faulty, please get in touch with us on [email protected] or ring on +44 (0)20 1483190 and we’ll let you know how to proceed from there.

Returns

RETURNS AND EXCHANGES

If you are not happy with your purchase then you have 14 days to return it for an exchange or refund. You will be responsible for the return shipping costs.

Commissions: in the event of cancellation of any commissioned work, the customer shall be responsible for all expenses and outlays incurred by the maker up to the date of cancellation together with a further amount calculated and notified to the parties by The New Craftsmen acting in good faith.

Made to Order: in the event of cancellation of any made to order product, The New Craftsmen shall hold the 50% non-refundable deposit paid by the customer for all expenses and outlays incurred up to the date of cancellation.

Collect products: in the event of cancellation of any unique products, the customer shall will be responsible for the full shipping costs of the item..

To cancel your order you must advise us by writing to [email protected] and we will issue you with a returns note for inclusion in your delivery. All parcels are sent back at your own risk. We would advise using recorded delivery as the parcel is not our responsibility until we sign for it.

Please note that the right to cancel and return for a refund does not apply to the following: “personalised goods or goods made to a consumer’s specification” – this includes all bespoke custom orders either placed on the website, by email or over the phone.

PLEASE NOTE: We will only accept the return of item/s if sent back in original unused condition. Earrings cannot be returned due to hygiene reasons and doesn't affect your statutory rights.

We aim to apply all refunds & despatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods such as Christmas & sale periods.

Please send returns to: F.A.O Online Returns, The New Craftsmen, Surrey Quays Rd, Rotherhithe, London, SE16 7PJ

Cancellations: In the event of cancellation for bespoke work, the customer shall be responsible for all expenses and outlays incurred by the maker up to the date of cancellation together with a further amount calculated and notified to the parties by The New Craftsmen acting in good faith.
For made to order and backordered products, in the event of cancellation The New Craftsmen shall deduct a 50% non-refundable deposit for all expenses and outlays incurred up to the date of cancellation.