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.
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: The New Craftsmen, 34 North Row, London, W1K 6DG