Terms & Conditions


Please read through these terms and conditions carefully before placing your Order. By using this website and/or placing an order you agree to be bound by the terms and conditions set out below. Please also read our privacy statement regarding personal information provided by you. We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.

Please Note: Once your Order has entered our dispatching process, we will not be able to make any changes.



Handmade Products
 

Our products are made by humans and not machines, small imperfections or differences in shape, size and colour can happen and are part of the charm of a handmade product. This part of the handmade process is what makes our products unique and should not be seen as a fault. They will never affect the overall aesthetic of the product and its ability for use as intended. Furthermore, whilst colour reproduction is a close representation, every piece is individual and variations in actual goods may occur. We cannot accept any responsibility for these variations.

Our fabrics are made from natural products and may thus have natural characteristics such as slubs and other irregularities in the yarns which are not weaving faults and therefore not considered faults by us as a company. All our pottery is dishwasher and microwave safe, however for larger pieces of pottery we recommend washing by hand.

Our furniture has been handcrafted by skilled artisans in a durable hardwood to produce a distinctive design that will bring pleasure for years to come.

Variations in Wood - Products made of wood include slightly different grain patterns, variation in colour, knots, and joint lines, which add to the character of antiqued and rustic finish furniture.

Expansion - All timber will display movement from season to season because of changes in atmospheric temperature and humidity, this may occasionally make drawer movement a little stiff. To ease movement, simply rub a little candle wax on the drawer runners of the furniture on either side of the drawer.

Care - Please take care when moving furniture as dragging pieces across the floor will cause damage to the joints. Take care to prevent sharp objects such as toys, buckles and heels from coming in to contact with your furniture. Wooden and delicate flooring should be protected from possible marking by feet or legs.
 

Bespoke, made-to-measure, personalised and cut fabrics
 

It is important that the information and details you give us in relation to any bespoke or made to measure or personalised products that you order are correct and accurate. It is your responsibility to make sure your Order is correct. We take no responsibility for any error in any order you may place. All orders for bespoke, made to order, made to measure, personalised and cut fabrics do not fall within the cancellation policy and we will not accept cancellations, returns nor will we give refund for product nor for delivery charges.

It is your responsibility to make sure the item you order can and will fit where you intend because your Order cannot be cancelled nor refunded nor exchanged. We recommend that you check access for the chosen furniture as well as space you intend to be its final position.

Please also note that the statements in relation to Handmade Products above also apply to bespoke, made to measure and made to order products. While we make all reasonable efforts to ensure that measurements of such products are accurate, there will be variation resulting from the handmade nature of these products. Please note, these variations do not fall within the cancellation policy. We will not accept cancellations or returns on these custom-made products, nor will we refund delivery charges.
 

Installation and Delivery
 

It is your responsibility to ensure that the furniture purchased will pass through any necessary doorways/corridors/stairways and will fit into your room of your choice. Should your furniture be unable to pass easily through these spaces, we cannot be held liable for any subsequent scuffing or damage caused to walls, door-frames or paintwork.

If a custom-made item is too big for your intended room and you are changing your minds we will not be able to accept the product back for a refund nor exchange it for smaller furniture. Custom-made furniture cannot be returned to us, as it has been made especially for you. It is very important that you make sure you are happy with your chosen fabric, colour and check the measurements carefully before completing your Order.

The measurements of all custom-made furniture made will be as accurate as possible, but nevertheless approximate and may vary due to the handmade nature of the product.
 

Ordering Procedure

Order acceptance and the existence of a contract between you and us will take place on dispatch to you of the products you have ordered, unless we have notified you that we do not accept your Order or you have cancelled it in accordance with our cancellation policy (outlined below in Returning or Cancelling an order).

Should we have taken payment prior before non-acceptance of your Order then we will refund you. Please note it can take up to five days for the bank to transfer funds back to you.

Non-acceptance of your Order may be the result of one of the following:

   The product you ordered may be out of stock or no longer available
   We have not been able to authorise your payment
   We have identified a pricing or product description error

We will assign an order number to your Order and tell you what it is when we accept your Order. It will help us if you can tell us the order number whenever you contact us about your Order.

All details you provide to us for the purpose of purchasing products on our Website must be correct. We accept Visa and MasterCard. You confirm that the payment method which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products and delivery. We reserve the right to obtain validation of your credit or debit card details from your card issuer before providing you with any products.

All items are subject to availability. We reserve the right to cancel any orders at any time before they are dispatched. In these cases we will inform you as soon as we can, advise the reason and issue a full refund.
 

Offer Policy

Please note only one offer may be applied to a purchase at any one time. Our offers may not be used in conjunction with any other offer, and this includes sales or price reductions. Once an offer has expired it will be no longer be possible to take advantage of that offer.
 

Returning or Cancelling an order 

At Susie Watson Designs we want you to be delighted every time you shop with us. We understand however that occasionally you may want to return items. If you aren’t satisfied with your purchase, you can cancel your Order at any time from the moment you place your Order until the date 14 days from the date on which you receive it providing that you return it to us, in its original condition within 14 days from the date on which you cancel for a full refund. Please note, you are unable to cancel and we are unable to refund the items listed below. We do not reimburse the delivery costs of our products, unless the items in question is faulty.

Please note: we are unable to give refunds on the following items:

1. Unwanted items returned after 14 days from the date of cancellation of your Order.
2. Damaged items not notified to us by email within 48 hours of receipt.
3. All bespoke products including made-to-measure curtains and blinds, upholstery, furniture, bed linen and personalised items.
4. Any orders of fabric by the metre.
5. Any cut wallpaper.
6. Any items sold as seconds or sale items.
7. Gift Cards.

For information on returning an item please see our returns page.

If you wish to cancel your Order you should do so in writing by email to the customer services department on: info@susiewatsondesigns.co.uk  


Damaged/Faulty Goods

Please ensure that you check all items on receipt, as faulty or damaged items must be reported, with accompanying photographic evidence by email to: info@susiewatsondesigns.co.uk within 48 hours of receiving your package.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.  

Products over 6 months old

Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund. After six months of ownership, it is your responsibility to prove that the problem was there when they received the product and that the fault was not down to ordinary wear and tear, or damage the customer caused, and that the product (or a component) should have lasted longer than it did.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.)

Refund procedure

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse. We will inspect the returned item and will notify you of your refund or replacement via email. This is usually done within 10 working days of receiving your return into our Warehouse.

During busy periods, please allow up to 21 working days for your return to be received and processed.

Online tools

Our website from time to time will offer tools such as mood boards and wedding lists. We hope you will find these features useful but we should say that these are offered on a free of charge free to use basis but we make no representation and give no warranty that that the tools will be maintained, accurate or available at any time. Unfortunately we cannot accept any liability arising from any use of or failure in the use of or operation of such tools.

Information for overseas customers

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company. Customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check the latest applicable local requirements before placing an order.


Accuracy of content

Every care has been taken in the preparation of the content of this website, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. The total cost of your Order is the price of the products ordered and delivery charges as set out in the delivery options section of this website.

While the colour reproduction is a close representation, every piece is individual and variations in actual goods may occur.

Credit Card Security

The Susie Watson Designs website uses SSL (secure socket layers) protection system, which is the industry standard. The website is also PCI DSS (payment card industry data security standard) compliant. If you have any queries about the security used on this website please contact info@susiewatsondesigns.co.uk

Shipping


You will be informed during the checkout process of the shipping charge, unless we are unable to automatically calculate it (for example in the case of being outside the UK Mainland). If this happens we will inform you of the cost via e-mail or telephone and await your approval before we proceed with the order. We reserve the right to update any shipping charges, although you will be asked to confirm via email or telephone if any changes occur before you are billed. If you would like us to calculate international shipping charges for you prior to ordering then please e-mail warehouse@susiewatsondesigns.co.uk

Delivery Charges

 

Small

Standard

Large/Heavy Items

UK

£2.50

£5.99

£60*

European Union

£18

Quote on request

Rest of the World

£24

Quote on request




Trade: £12 unless order reaches the specified carriage paid amount (£750 before VAT)
Trade (Fabric orders): £12

Outside of UK Mainland
Delivery outside of the UK mainland varies depending on which country and the size of the order.

Delivery of orders to the Channel Islands, Isles of Scilly and the Isle of Man may be liable for Customs duties in accordance with the Channel Islands import rules, as well as additional courier and delivery charge. PLEASE NOTE, if you are expecting delivery to these locations, you may be required to pay additional delivery charges. Please email delivery@susiewatsondesigns.co.uk for an accurate quote.

Please note that customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions and other local requirements. All parcels must be signed for on delivery.

What about International Deliveries?
Please note: we are unable to process international orders at present through our website. Please fill out our international order form and we will then contact you to confirm the details.

Complaints Procedure

Please note, any damages to your Order must be notified to us within 48 hours of receipt via email or writing. Returned items must be unused and in their original packaging. If you are unhappy with your purchase please contact us immediately. Any seconds items, made to order items or cut lengths of fabrics are not returnable and cannot be refunded. Please note that the postage and packing charge is non-refundable and we are unable to refund the cost of returning unsuitable items or cancelled orders. This does not affect your statutory rights. If you would like to contact a member of our customer service team please do so as below:

Tel: 0344 980 8185
Email: info@susiewatsondesigns.co.uk

Contract


When buying through the website the contract entered in to is legally binding, once we have dispatched the order.

We reserve the right to cancel any orders before they are dispatched. In these cases we will inform you as soon as we can, advise the reason and issue a full refund.

The processing of your payment and acknowledgment of your Order does not constitute legal acceptance of your order.

Privacy Policy

At Susie Watson Designs we are committed to maintaining your privacy. Our privacy policy can be viewed here. If we make changes to this policy, we will notify you by updating the statement on our website.


Our details

Susie Watson Designs Limited is a company registered in England and Wales. Registration number: 03869880. VAT number: GB749493382. Registered Office: River House Studio, Marlborough, Wiltshire, SN8 2HA.



Ownership of rights

All rights, including copyright, in this website are owned by or licensed to Susie Watson Designs Ltd. Any use of this website or its contents, including copying or storing of information in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, delete, distribute or post anything on this website for any purpose.