Free Click & Collect
The New Craftsmen offers a free click and collect service from our Mayfair Showroom in London.
Address can be found here.
Once the “Store Pick up” option has been selected and the order placed, one of our customer service team will be in touch to let you know when the order is ready. Orders will typically be available within 1-4 working days. Please bring either a print out or an email confirmation with you as proof.
We offer click and collect on all product sizes, with a few exceptions. Exempt products will be labelled as such at the checkout stage.
We deliver to mainland UK, Northern Ireland & Isle of Man as part of our domestic shipping. Jersey & the Channel Islands will be charged at international rates.
Standard product delivery takes 3-5 workings days and will fall into the following price categories:
Standard Small Package (under 2kg dimensional weight): £4.95
Standard Medium Package (between 2kg- 8kg dimensional weight): £7.95
Standard Large Package (between 8kg-15kg dimensional weight): £9.95
Bulky Package (marked at checkout): £19.95
These include furniture items and large, heavy pieces exceeding 15kg dimensional weight or actual weight exceeding 8kg.
Once the order has been placed we will contact you to arrange dates, times and delivery method. Allow up to 4-7 days for delivery.
White Glove Shipping (marked at checkout)
For fragile, high value pieces (exceeding £700), we will use separate, dedicated arts shipping to deliver the pieces. All products are insured and specially packaged to ensure piece of mind.
Due to the specialised nature of shipping, we are unable to give exact quotes at checkout. Once a purchase has been made, our customer service team will be in touch to guide you through the process.
Within London, white glove delivery will typically cost £30, outside of London, shipping cost will typically not exceed more than 5% of the value of the order.
Allow 5-10 days for delivery.
White Glove & Bulky (marked at checkout)
These are fragile and high value pieces exceeding 16kg dimensional weight. Typically, they will require 2 people to move, as well as being specially packaged. For these orders, once the piece has been purchased our customer service team will be in touch to guide you through the process.
Allow 5-10 days for delivery.
We currently ship products to all countries worldwide, for online shipping, we deliver to the following countries:
- Czech Republic
- Hong Kong
- New Zealand
- Republic of Ireland
- Russia (Business addresses only)
- South Africa
- United States
If your country is not featured in this list, you can place an order by contacting our customer service team at [email protected].
Please note that unfortunately, we are unable to deliver to PO or BFPO boxes as a signature is required upon delivery.
International delivery times vary, Europe is generally 3-5 working days from date of despatch, Russian Federation & the rest of the world is generally 7-10 working days from despatch (subject to customs & duty procedures beyond our control).
Bulky Package & White Glove Shipping (marked at checkout)
Bulky items include furniture items and large, heavy pieces exceeding 15kg dimensional weight or actual weight exceeding 8kg
White Glove items are fragile, high value pieces typically exceeding £700.
For these pieces we will use separate, dedicated shipping to deliver the pieces. All products are insured and specially packaged to ensure piece of mind.
Due to the specialised nature of shipping, we will not be able to give quotes at checkout. Once a purchase has been made, one of our customer service team will be in touch to guide you through the process.
Typically, shipping cost will be between 3%- 10% of the product’s value
Allow 1-2 weeks for delivery
- 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 working days from receipt of order, although Europe is generally within 5 working 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?
UPS will make 3 attempts to deliver your parcel, and then leave a card for you to collect at the nearest UPS 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 working 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.
Unfortunately, if a parcel is lost or takes longer to receive than expected because the address given was incorrect or incomplete we cannot accept any liability for this – though we will help to try and resolve it. Generally we need to wait 10 days from dispatch to begin this process.
- 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.