Delivery & Returns

Last Updated: 14 September 2021

Welcome

By placing an order with us, online or by phone, you are accepting all the terms set out in our Delivery & Returns, Terms & Conditions and Privacy Policy.


Delivery

Overview

We have no minimum order quantity but please view our Terms & Conditions before making a purchase.

Delivery prices exclude VAT. Some prices are stated as ‘from’ as due to the nature of our products, surcharges may apply, as outlined here.

Delivery excludes Saturdays, Sundays, bank holidays (unless otherwise stated) and conditions outside of our control such as staff strikes, extreme weather conditions, road works etc.

Collections and visits are by appointment only, please call ahead to arrange. As an online shop operating mainly via mail order, we don’t have a retail space open to the public.

When will I receive my order?

Please allow 3 – 5 working days for Standard delivery and 3 – 6 working days for our Small delivery service.

Next Working Day delivery is available for orders placed before 1PM to Mainland UK. Orders placed after will be processed the next working day. Delivery is 99% guaranteed and excludes Saturdays, Sundays and bank holidays.

Overseas deliveries will take an estimated 3 – 5 working days. Please allow a little extra time for Customs procedures.

Peak periods (seasonal or public holidays and popular online shopping events) may slightly affect delivery timeframes. If destined overseas, Customs regulations and international bank holidays may cause delays.

Please notify us ASAP if your delivery greatly exceeds its estimated timeframe, especially if using our Next Working Day service. Covid-19 and new European Customs procedures are affecting some deliveries and causing delays.


Mainland UK

Country/ServicePrice (exc. VAT)Estimated Delivery Time
(after receipt of payment)
Parcel TypeNotes
UK* Next Working Dayfrom £14.951 working dayStandard or
1 Metre
Your order must be placed before 1PM.

99% guaranteed. Excludes Saturdays, Sundays and bank holidays.

Includes 1 metre length goods.
UK* Smallfrom £6.953 – 6 working daysSmallEligible goods are under 20cm in size. Includes mother of pearl, brass cabinet fittings, fret saw blades and very small marquetry panels.

£20.00 max. order subtotal (excluding delivery).

Delivery occurs Monday to Saturday.
UK* Standardfrom £8.953 – 5 working daysStandardEligible for most goods, wood veneers which can be rolled and some small malleable burrs.

Lines & stringing, inlay bandings and inlay brass strips will be cut in half!

Required uncut? Please use the ‘UK 1 Metre’ delivery service.
UK* 1 Metrefrom £10.953 – 5 working days1 MetreEligible for lines & stringing, inlay bandings and brass strips up to 1 metre in length.
UK* Largefrom £14.953 – 5 working daysLargeEligible for large goods, unmalleable wood veneers: inc. mahogany flame curl, constructional, saw cut & some burrs. Or goods which require additional protective packaging.

Max. 1.2 metres (48 inches) in length.

Click here to check your postcode or location applies to your chosen country/service. Exclusions and surcharges may apply.

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Non-Mainland UK

Country/ServicePrice (exc. VAT)Estimated Delivery Time
(after receipt of payment)
Parcel Type
Scottish Highlands & Islands**from £19.953 – 5 working daysStandard
Isles of Scillyfrom £24.952 – 3 working daysStandard
Isle of Wightfrom £16.953 – 5 working daysStandard
Northern Irelandfrom £19.952 – 3 working daysStandard

Click here to check your postcode or location applies to your chosen country/service. Exclusions and surcharges may apply.

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Overseas

Country/ServicePrice (exc. VAT)Estimated Delivery Time
(after receipt of payment)
Parcel Type
Isle of Manfrom £24.952 – 3 working daysStandard
Channel Islandsfrom £14.953 – 5 working daysStandard
Republic of Irelandfrom £24.952 – 5 working daysStandard
Europe***from £29.953 – 5 working daysFlat Pack
USA & Canada (North America)from £39.953 – 5 working daysFlat Pack
Australia & New Zealand (Oceania)from £49.953 – 5 working daysFlat Pack
Rest of the WorldPOA
(price on application)
TBC
(to be confirmed)
TBC
(to be confirmed)

Click here to check your postcode or location applies to your chosen country/service. Exclusions and surcharges may apply.

Customs

Overseas orders are sent via a DDU (Delivery Duty Unpaid) service, which incur Customs clearance fees, duties and VAT, payable by you (the recipient) once your parcel reaches your local customs office.

The estimated delivery time may vary. Please allow a little extra time for Customs procedures.

As Customs procedures differ from country to country, we are unfortunately unable to advise on the process, fees and timeframes. Before placing your order, we advise contacting your local Customs office for further information.

Some European deliveries are experiencing delays due to new Customs procedures.

UK VAT

UK VAT is not applicable and will not be charged for destinations outside of the UK, except for the Isle of Man.

Overseas Restrictions

Some items cannot be sent overseas; this is specified in the product’s description.

There’s no delivery option for my country, can I still order?

If your country is not listed, please email us your order and shipping address. We will advise the estimated delivery time and price. Prices are based on the size and weight of your chosen goods. Parcels will be trackable.

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Click a heading to reveal the relevant info.

Delivery Surcharges

Our main delivery options are based on 3 parcel types: small, standard and flat pack. Due to the nature and range of our products: lengthy, heavy, large or orders with varied goods may sometimes incur a small additional delivery charge. In this case, we will advise you before dispatching your order.

To keep the delivery charge to a minimum, please let us know the minimum measurements you need for wood veneers, inlay bandings, lines & stringing and brass strips. Common surcharges which may apply include:

Country/ServiceProductCharge applies if…Surcharge (exc. VAT)
UK CollectionAllThe goods require special packaging or attention to avoid damage during your transit home.POA
(price on application)
UK SmallMother of Pearl
Brass Cabinet Fittings
Fret Saw Blades
Marquetry Panels
The total value of the goods exceeds £20.00 and/or 20cm in size.from £2.00
All excluding UK 1 MetreInlay Brass Strips
Inlay Bandings
Lines & Stringing
The goods are required in their full length, up to 1 metre (39 inches).from £2.00
All excluding UK LargeWood Veneers:
Constructional
Saw Cut
The wood veneer is required in its full length, up to 1.2 metres (48 inches). from £6.00
AllWood Veneers:
Large Burrs
Mahogany Flame Curl
Constructional
Saw Cut
The wood veneer is required in its full size and cannot be rolled.POA
(price on application)
Overseas
(exc. Isle of Man, Channel Islands
& Republic of Ireland)
All Wood VeneersThe wood veneer is required in its full length or larger than 47cm (18 inches).POA
(price on application)
AllAllThe order is unusually heavy and/or large.POA
(price on application)

An item’s full length or size is that specified in that particular item’s product description.

Delivery Zones

Delivery zones are defined as follows. Please ensure your postcode or location applies to your chosen country/service.

UK*✔ Includes England, Wales & parts of Scotland.

✘ Excludes the Scottish Highlands & Islands, Isles of Scilly, Isle of Wight & Northern Ireland as listed separately.
Scottish Highlands & Islands**✔ Includes postcodes: AB31-38, AB45, AB52-56, FK17-21, HS, IV1-3, IV10-56, IV99, KA27-28, KW, PA20-49, PA60-80, PH17-26, PH30-44, PH49-50, ZE.
Isles of Scilly✔ Includes postcodes: TR21-25.
Isle of Wight✔ Includes postcodes: PO30-41.
Northern Ireland✔ Includes postcodes: BT1-94.
Isle of Man✔ Includes postcodes: IM1-9 & IM99.
Channel Islands✔ Includes Jersey & Guernsey.
Europe***✔ Includes Austria, Belgium, Denmark, Finland, France, Germany, Italy, Malta, Netherlands, Norway, Poland, Portugal, Spain, Sweden & Switzerland.

✘ Excludes Republic of Ireland as listed separately. If your country is not listed, please see notes under Rest of the World.
Republic of Ireland
North America✔ Includes USA & Canada.
Oceania✔ Includes Australia & New Zealand.
Rest of the WorldIf your country is not listed, please email us your order and shipping address. We will advise the estimated delivery time and price. Prices are based on the size and weight of your chosen goods. Parcels will be trackable.

Delivery Terms

Overview

All orders are dispatched via a courier for a fully trackable and top quality service.

The delivery rate is VAT chargeable, if applicable to the customer’s shipping destination (country).

Tracking details are supplied automatically after dispatch, via text or email and directly from our couriers. Customers should contact us if tracking details have not been received.

Delivery notifications are automatically sent out by our couriers. These may be unavailable for certain services and countries.

Failed Delivery: Please ensure someone is in to accept your parcel as Original Marquetry Ltd will not be liable for the cost of redelivery.

Delivery Address: We do not deliver to PO Box addresses. Address details will be copied into courier booking systems. So, please ensure your delivery address is correct and complete as once your order has been dispatched, the delivery address cannot be changed. Original Marquetry Ltd will not be liable for issues including, but not limited to parcel loss or damage due to an incorrect address.

Delivery Instructions: If required, we will happily add special delivery instructions to your parcel. However, we cannot guarantee these instructions will be followed by our couriers who often require someone to sign for the parcel. Therefore, Original Marquetry Ltd will not be liable for issues including, but not limited to parcel loss or damage due to following special instructions.

Customs Clearance Fees, Duties & Taxes: Original Marquetry Ltd will not be responsible for any import taxation, and/or Customs issues that may be levied on your parcels, upon entering your respective countries. We are not responsible for delays due to Customs.

Commercial Invoice: This will be supplied for all overseas orders. It states the value of the goods and is generated automatically through the courier, prior to dispatch. We have no control over what mandatory information must be included. We cannot amend its format.

EORI Number: Business customers based in Europe will need to provide their EORI number when placing their order or prior to dispatch. Applies to Business to Business (B2B) orders destined for a European address. This supports new Customs formalities which apply from 01 January 2021 after the Brexit Transition Period.

Delivery Time

Delivery time is an estimated 3 – 5 working days from cleared payment date. We are not responsible for the delivery time as this is determined by the couriers.

The delivery time is not guaranteed and may vary/be more than stated, particularly during extreme weather conditions and peak periods such as seasonal or public holidays and popular online shopping events. If destined overseas, Customs regulations and international bank holidays may cause delays.

Delivery excludes Saturdays, Sundays, bank holidays (unless otherwise stated) and conditions outside of our control such as staff strikes, extreme weather conditions, road works etc. Some items cannot be sent overseas as specified in a product’s description.

UK Next Working Day delivery is 99% guaranteed and applies to orders placed before 1:00pm to Mainland UK. Excludes some locations/remote addresses.

Most deliveries occur between 7:00am – 8:00pm every working day. Our couriers will often notify you by text or email on the day of delivery. Please ensure someone is in to receive and accept your parcel, as a signature is required. Times and days may vary depending on the courier, see below for UK information.

CourierDelivery TimesDelivery Days
Parcelforce7:00am – 6:00pmMonday – Friday
Excludes bank holidays.
Hermes8:00am – 8:00pmMonday – Saturday
Excludes bank holidays.
Collection

Collection is available to paid orders. We will contact customers when their order is ready and to confirm a collection time. Collection is generally available Monday to Friday, between 11:00am and 4:00pm and within 1 working day, this can be longer for large orders. A packaging fee may apply.

Collection via a Preferred Courier: Applies where a customer has arranged to have the goods collected and delivered via their chosen courier. Shipping labels and documentation must be provided by the customer, ideally via email and within a reasonable timeframe. A packaging fee may apply.

Packaging Fee: The price may differ as dependent on the chosen goods. The fee will be stated to the customer in advance. It covers the materials used to package and protect the goods during transit after collection or for collection via a preferred courier.

Original Marquetry Ltd will not be liable for issues with carriage including, but not limited to loss or damage after an order collection.

Parcel Damage or Loss

Damage

Packaging is done with care and attention, but we know accidents can happen. In the unlikely case your item arrives damaged, please email us a photo of the damage. We will then investigate and respond as soon as possible with instructions for returns and a replacement or refund. Notification must be made within 2 calendar days of receipt of order (delivery) or otherwise claims may not be entertained.

If there is excessive or visible damage to the outer parcel, please refuse your delivery and contact us for a replacement.

Loss

In the unlikely event where your parcel may be lost and delivery greatly exceeding its estimated timeframe, please check your parcel’s tracking or notify us as soon as possible.

Please allow extra time during extreme weather conditions and peak periods such as seasonal holidays and popular online shopping events. Our estimated delivery time is as follows:

Next Working Day: 1 working day
Mainland UK: 3 – 6 working days
Non-Mainland UK: 3 – 5 working days
Overseas: 2 – 5 working days.

Check Your Order Status or Track Your Parcel

Check your order status:

To check your order status, log in to My Account and go to ‘Orders’. Or, contact us and please have your invoice number to hand. This is a 5-digit number stated on your invoice and order confirmation email.

Track your parcel:

Track your parcel online using the tracking number stated in the text or email provided by the courier service, usually supplied automatically after dispatch. Contact us if you have not received one.

Our Customer Service Helpline
Tel:+44 (0)117 944 2640
Email:info@originalmarquetry.co.uk

Or call us out-of-hours and leave a message on our 24-hour answerphone.

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Returns

Click here to reveal our Returns & Cancellations Policy

Contact us for return instructions.

Should you wish to return an item, we ask you to please email info@originalmarquetry.co.uk with the following information, and within 14 calendar days of receipt of your order. We will reply with return instructions.

  • Your name
  • Invoice number
  • The product(s) you would like to return
  • The reason for the return

Return shipping costs are at the customer’s expense. Original shipping fees are non-refundable.

The goods are to be returned in their unused and original condition.


Overview

Orders cancelled prior to dispatch will receive a full refund.

Returns will only be accepted within 14 calendar days of your delivery date and with authorisation from Original Marquetry Ltd.

We reserve the right to refuse any items returned without authorisation.

Due to the nature of the products, returns may be subject to a 20% restocking/admin fee.

Return shipping costs are to be paid by the customer and are non-refundable. A tracked and insured service with proof of postage is recommended. We are not responsible for any loss or damage during its return transit. If a returned parcel is lost or damaged, it is the customer’s duty to make a claim with their chosen postal service.

Goods are to be returned in unused/original condition, together with original packaging. Items comprising of multiple pieces must be returned as a complete set. If goods are returned in an unsaleable condition, we reserve the right to refuse a refund.

Our Returns & Cancellations Policy excludes:

WOOD VENEERS
Returns for all types of wood veneers, especially more delicate veneers such as burrs are made at the manager’s discretion and, may be refused when a customer changes their mind or no longer want the goods. This is to avoid any disputes in the case of accidental damage to the goods, whilst with the customer or during the return process since wood veneers can be extremely fragile.

MADE-TO-ORDER ITEMS
All marquetry panels, motifs, shells, fans, chessboards, draughts boards and backgammon boards are non-returnable items, unless faulty. Regretfully we cannot accept returns for these items as they are made-to-order.

ITEMS CUT FOR DELIVERY
Including but not limited to all types of wood veneers, inlay bandings, lines & stringing and inlay brass strips.
An item’s size will be cut down either when requested by customer, or if we confirm with the customer, or if the customer has chosen a delivery option which does not cover shipping the item in its full size.

OVERSEAS ORDERS
These are final and non-returnable.

BESPOKE ORDERS
Includes made-to-order items from special commissions. As well as items which have been specifically ordered in for a customer due to zero or insufficient/low stock, and for items outside of our standard product list (not listed on our website) such as custom-sized brass strips. We cannot accept cancellations, returns, or issue refunds once we have receipt of payment for bespoke orders. Further exclusions may apply.

BUSINESS TO BUSINESS (B2B) ORDERS
B2B sales are exempt from the Consumer Contracts Regulations, therefore cancellations, returns, or refunds are made at the manager’s discretion and may be refused as we do not have to honour these laws.

Refunds

Refunds include the price of the goods only and exclude the original delivery charge, as this service has been provided and is non-refundable.

Refunds are processed within 14 calendar days after receipt and inspection of the returned goods.

Refunds will be made back to the original payment method and can take up to 10 days to reach your account. Depending on your card issuer, some card payments may take up to 30 days. These timeframes are outside our control as they are determined by the card issuers.

Refunds will be credited in the same currency as the original payment.

If an email address has been provided, we will email you to confirm your refund has been issued but not to confirm receipt of your return.

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