FAQs

MAINLAND UK SHIPPING

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].

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.

Click & Collect: London based addresses will have the option when in the checkout to collect their order at our showroom in Mayfair, London. Once your order has been processed our team will be in touch to let you know when the order is ready for collection. Orders will typically be available within 1-3 business days.

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

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].

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.

DO YOU OFFER GIFT WRAPPING?

We offer a complimentary gift wrapping service, ensuring each gift is a delight to receive and unwrap. When placing your order on the website, please select the gift option at the basket stage and enter the personal message you wish to have included. This will be hand written by a member of our team. Alternatively, if you have more specific requirements, please email us at [email protected] with your request and order number and we'll endeavour to help.

WHAT IS THE RETURNS POLICY?

You have 14 days from the date of delivery to return your order for an exchange or refund. This is not applicable to Made to Order and Bespoke products.

To cancel your order you must advise us by writing to [email protected] and we will issue you an authorisation to return the order. All parcels are sent back at your own risk and we advise using a traceable service as the parcel is not our responsibility until we sign for it. You will be responsible for the return shipping costs.

We will only accept the return of the item/s if it is sent back in the original and unused condition.

We aim to apply all refunds and dispatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods.

If a cancellation is made during the production of a Bespoke work or Made to Order 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. (For further details see our Terms and Conditions, section 3 (Providing Your Products), and section 6 (Your Right to Cancel). Please note that we do not offer any refund on Bespoke work or Made to Order work once received by the client.

 

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?

You will receive an email to confirm that your order has been shipped which will include the tracking details.

CAN I TRACK MY PARCEL?

All orders are shipped via a traceable service and you will receive an email once 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 warehouse, 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 MY PARCEL IS 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. We would suggest that you contact your local customs office for current charges before placing your order so you are fully informed. 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 MY LOCAL CUSTOMS DEPARTMENT

Each country has their own goods import procedures. From our experience, USA customs do require further details for some high value orders, such as manufacturing details and an IRS number. If you have an order in customs, please contact us at [email protected] quoting your order number and we can help you resolve the matter as quickly 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 dispatch, 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?

We track all shipments to ensure that orders arrive safely and securely with our clients. However, on the rare occasion an order does go missing, our insurance cover will allow us to make a claim on your behalf. A refund in full or a replacement will be sent once the prescribed time, as stated by the relevant shipping company in their terms, has elapsed.

WHAT IF MY ORDER WASN’T CORRECT?

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.

WHAT IS A MADE TO ORDER PRODUCT?

Products that are available for Made To Order are clearly indicated on the product page with a lead time. Once an order is placed for a Made To Order item, you will receive an email to confirm the order. Closer to production being complete, you'll receive a final email to confirm the date of delivery and the cost of shipping to your chosen address.

If there is a product you see without the option for Made To Order, please do still get in touch as we might be able to accommodate your request.