Delivery Times, Returns & Packaging
Handmade, how long does that take?
Every order we receive is unique, having been individually curated by our customers. This is one of the main points that makes us different from the mass-made machine products widely available. To do this takes not only skill but also time and we have learned not to rush our work.
For Standard UK Delivery (free for orders over £60), we allow around 5-6 working days to create the product, with 3-4 working days for delivery (no guaranteed service). In total, you need to allow for 8-10 working days for Standard Delivery.
We do have the option to prioritise (Fast Track) UK orders within the workshop. This means jumping the order queue, whereupon we make an order within 2 working days. We then utilise a Next Day tracked guaranteed delivery service and send full tracking data to the recipient. This service is called Fastrack and is available at the checkout stage of our website, extra costs apply. In total, you need to allow for 3-4 working days for Fastrack.
Note, all quoted making times are estimates only, and within our peak times these may extend.
Delivery, information & partners
For all mainland UK deliveries over £60 we pay for the delivery of your order and this is shown as free delivery on your checkout page. Orders below £60 will be charged a delivery cost depending on weight, again this will be shown on your checkout page. For the UK we have several delivery partners and primarily use Royal Mail TRACKED 48 and DPD.
The following terms and conditions cover situations whereby your goods are returned to Harris & Jones via our third-party couriers.
- If this occurrence is a result of incorrect information provided by you, we accept no liability and shall be within our right to charge you the re-delivery costs.
- If this occurrence is a result of faulty information by us, we accept full liability and shall resend all items free of charge.
Royal Mail TRACKED 48 - Normally used for smaller parcel orders, this is a two to three-working day, non-guaranteed timed service. End-to-end tracking & SMS or email notifications sent to recipients.
DPD - Normally used for larger or multi-parcel orders, this is a Next working day guaranteed service. End-to-end tracking & SMS or email notifications sent to recipients as well as an estimated delivery time slot.
Other Destinations - We utilise a range of different delivery partners for non-mainland UK & overseas orders. Prices vary depending on the destination, weight & volumetric size of the consignment. End-to-end tracking & SMS or email notifications are sent to recipients direct.
Note: Some non-UK destinations are not available for delivery. All quoted delivery times are estimates only.
Packaging
We care about the environment we live in and try our very hardest to re-cycle as much as we can. This means that you may receive your goods in packaging that we have ourselves recycled. This may also mean that some such materials are not as green as we may wish them to be. However, we feel that it is best to use what has already been received by us rather than disposing of it and using new packaging. We hope that you don't mind!
Remake / Refund Policy
We care about all the products we make at our workshop and the level of service we offer our customers. We also strive to ensure our customers are always happy with their Harris & Jones products when they arrive. As everything is bespoke (individually made to your order details) we are, unfortunately, unable to take products back / offer returns.
The following terms and conditions cover situations where a remake/refund is accepted:
- The goods are faulty and/or damaged, as a result of delivery
- The goods are faulty, incorrect, or incomplete
Where goods are received by you faulty, or damaged or there is a shortfall then we must be notified within 7 days of receipt in order for replacement goods to be sent free of charge. Please be advised that photo evidence is required to prove any damage to the item. Small variances may occur (for example, in colour) when goods are displayed on our site and we accept no responsibility for such matters unless the variance is substantial.
If you have any queries regarding your purchase of goods from the Harris & Jones website you can contact workshop@harrisandjones.co.uk. We will endeavour to answer all concerns within 24 hours.
