Orders.  Orders and purchases can be placed over the phone, in person or by email.  If you are purchasing product(s) that are in stock from our showroom or warehouse, full payment is due immediately and items will not be released until full funds have cleared.  If your order is for Bespoke or Made to Order product(s), once you have placed an order with us, we will email you with an order confirmation and additional information relating to your order.  It is the customer’s responsibility to check the sales order and notify us immediately if the products and full contact details are not correct.  Once we have received full or deposit payment for your order,  you will have entered into a purchase contract with us.  Shipping and delivery are not included in our product prices and will be quoted as a separate cost.

Deposits. Stock order items will be accepted and allocated on receipt of 100% of the total value. Orders which are Made to Order and Bespoke Orders, will be accepted and processed on receipt of a 50% \deposit, with the remainder due when product(s) are advised as ready for delivery or collection.  Lead times (see Clause 3.) will only commence for Made to Order and Bespoke Orders from the receipt of deposit payment.  The New Craftmaker cannot be held responsible if a late deposit payment delays the commencement of their order.  It is the customer’s responsibility to adjust their schedule for receiving product(s) if they delay their deposit payments.

Natural materials and making. All natural materials will be subject to variations in tone, colour and texture. Natural markings are part of the materiality story and the customer accepts that variations will occur. In particular, the nature of weaving means that there will be occasional flaws in the fabric. It is not possible to guarantee items will have the exact finish or colour matched to items viewed in the showroom or featured on the website. The customer acknowledges that any characteristics and variations are not to be regarded as defects for the purposes of assessing whether or not the product(s) are of satisfactory quality or otherwise.

Making sure your measurements are accurate. With regard to any Bespoke or commissioned orders taken by The New Craftmaker using a client’s specifications and measurements, you shall be responsible for ensuring the accuracy and correctness of the specification to which we work.  In the event that products have been made incorrectly due to inaccurate measurements provided by you, The New Craftmaker is not liable for the costs of remaking the products and this responsibility lies entirely with the client. 

Care of your products  The product(s) we offer use traditional techniques and materials. Most of our product(s) will come with simple care instructions which you should adhere to to ensure longevity of your purchase.  You should make sure you request them if they haven’t been provided to you. Particular note should be taken regarding direct sunlight, humidity and conditions relating to climate, and misuse.

Lead times. The product(s) delivered and lead times will be in accordance with the details given on the official sales order acknowledgement, and accompanying drawings or any amendments agreed thereto. The customer is responsible for fully checking the invoice and drawing details as final, and for errors that may occur with an order which is placed over the telephone but which is not confirmed in writing. On occasion, lead times may be longer due to maker delays such as, but not exhaustive of, availability of materials, transportation issues or illness.  In such cases, you will be informed immediately if we foresee lead times being greater than what has been initially quoted.

Delivery costs.  Shipping, crating and delivery costs are not included in our product prices and will be quoted as a separate cost. Delivery costs are estimated according to specific locations, timings and form of delivery. Costs are calculated for curbside, ground floor delivery as standard. Delivery to some remote areas will be limited to certain days of the week. This will be advised at the date of order where possible. 

Delivery acceptance. Company paperwork will accompany all delivered/collected product(s). In signing the paperwork the customer or handler acknowledges the product(s) are now the responsibility of the consignee. Once signed for, it is assumed that the product(s) are fully checked over and accepted. Insurance of the product(s) is the responsibility of the customer once they have been delivered.

International delivery:  Product(s) delivered to destinations outside the UK may be subject to taxes, fees, customs duty, levies, sales tax,or other charges as a result of local legislation or customs formalities. The recipient of the product(s) will be required to pay any additional charges for international delivery, including   import duty and tariffs, formal customs entry, taxes, levies and other charges that may be levied outside the UK. If you are ordering product(s) to be delivered to someone else, it is your responsibility to notify them of these additional charges.

Stock product(s). Stock items that have been viewed in person by the customer (or by their appointed representative) and purchased directly from our showroom on Pimlico Road, may not be returned unless the product(s) are deemed to be faulty. 

Made to Order, Bespoke orders. Once deposits or full payment has been received, we will instruct our Maker/Studio to commence work on creating your product. You are entitled to cancel Made to Order or Bespoke order pieces within 5 working days from when deposit payment is received. After 5 working days from deposits received, Made to Order or Bespoke commissions cannot be cancelled and full 100% balance payments will be due. 

Returns. All Made to Order, Bespoke and customised pieces are non-refundable and non-returnable.  We regret that we cannot accept international returns.  If it is determined that there is a design flaw, please see clause 5. Guarantees and Warranties in the full set of Terms and Conditions.

Our designs are conceived and produced for normal domestic use.  If pieces are to be used for contract, with high usage, this must be disclosed at the commencement of your order.  Your failure to do this will make our warranties and guarantees invalid and The New Craftmaker takes no responsibility for this.  Our Maker/Studios create work for us with a serious commitment to quality, and our product(s) are inspected and photographed prior to dispatch, with care guidelines made available for each product type. It is the responsibility of our customer to inform themselves on the care instructions and to follow the guidelines to ensure product longevity. We are confident our products will meet your expectations for so long as they are appropriately installed, maintained and exposed to sensible domestic usage.