Our refund/exchange policy window is for 15 days. You will not be eligible for a refund or exchange if this time frame has expired.
If you have purchased a ready made item, you are eligible for a return or refund in the above period.
For any multiple orders, including multiple den packages and individual dens, you are not eligible for a refund due to the bespoke nature of these orders.
This does not affect your statutory rights.
GOV. UK – When you do not have to offer a refund
You have to offer a refund for certain items only if they’re faulty, such as:
personalised items and custom-made items, for example curtains
perishable items, for example frozen food or flowers
newspapers and magazines
unwrapped CDs, DVDs and computer software
Sometimes, in exceptional circumstances and at our own discretion, we may offer a refund. To be eligible for a return, your item mist be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in it’s original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned 15 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Only regular priced items may be refunded, sale and second items can not be refunded.
Ordering And Delivery Details
When you place an order through our website, we will contact you to give you an estimated time for manufacture and delivery.
Ready made items will be shipped out within 48hrs.
We aim to get all orders out within 2 weeks of ordering.
Bespoke orders could take upto 4 weeks, or maybe more, during busy periods.
For smaller orders we use Royal Mail for postage, if you prefer something else, please get in touch, but this may incur a cost.
For larger orders we use DHL or DPD. You will receive a tracking number for these and they are usually delivered next day, or during busy times, within 48hrs of shipping.
Faults and Replacements
We have a system for checking all of our items leaving our workshop, however occasionally items may incur damage en route.
We only replace items if they are defective or damaged. If you need a replacement, send us an email to email@example.com with a photo or video of the problem. We may ask you to return your part in which case you will be asked to arrange the return and will be refunded in due course.
Items which are older than 6 months will not be eligible for a replacement should a fault occur. We may offer you an alternative but this is at our own discretion
If in the unfortunate circumstances you need to cancel your order please see our cancellation terms below.
From the date your invoice is emailed – if you cancel your order within
24 hours you will receive a 100% refund
7 calendar days you will receive 50% refund
14 calendar days you will receive 25% refund
15 calendar days or more no refund will be given.
Information About Our Covers
We make every effort with your frames and covers to ensure they are all the same size and colour way. Occasionally, due to the nature of the wood, you may have colour changes and markings – this is not a fault, it is the nature of the wood which we use.
The covers are made to a set template, and we try our very hardest to ensure that each cover conforms to this. However, occasionally we are supplied with rolls which may be slightly shorter than normal and so we have to work with what we are given. In these instances, usually coloured covers, we try really hard to get them to the normal dimensions, but occasionally they may be slightly narrower than normal. We are certain that once your dens have been accessorised, these changes will not be noticeable.