All orders are despatched using ParcelForce or Royal Mail, once your package ships you will receive an email with a link to track your delivery. If you have any questions, please contact us and we will help you.
SHIPPING POLICY
All our products are wrapped in recycled paper bubble wrap and presented in a bespoke gift box. We then safely pack your items in a non branded despatch sleeve, ready for delivery. Where an item is in stock, we will endeavour to despatch your order the same day if ordered before 10am (GMT/BST) Monday to Friday. Orders placed after 10am (GMT/BST) Monday to Friday will be despatched the following business day; orders placed after 10am (GMT/BST) on Fridays will despatched the following Monday. All deliveries are made by DHL, Royal Mail or Parcel Force and require a signature upon delivery. If nobody is available at the point of delivery and a signature cannot be obtained they will leave a card, giving instructions for re-delivery.
Delivery times are given as estimates from the time of pick-up and we cannot be held responsible for minor delays. You will be notified when the parcel leaves our premises and the estimated delivery time starts then.
DELIVERY CHARGES
Upon order we will be in touch to help meet your delivery requirements, please ensure your contact details are correct at the point of your purchase.
UK Orders
Enjoy complimentary delivery for all UK mainland orders.
Showroom Click & Collect: Complimentary (1-2 business days). Please contact us for further details.
Express Delivery: Please contact us with your requirements and we will endeavour to meet these for you.
Outside mainland UK, European and International Orders
We will send anywhere in the world – please contact us first and we will help you. Upon order we will be in touch to discuss your delivery requirements. As each item is unique and has different needs when it comes to shipping, the exact sum will be calculated separately as well as estimated delivery times by the team. Delivery costs are charged separately.
TERMS
We endeavour to provide you with as much information at the point of sale regarding when you should expect to receive your product(s). All of our made to order pieces will have estimated ‘make’ times for each individual piece. If none is stated, please contact us and we will be happy to assist.
Once your order has been accepted, we or our courier will contact you with an estimated delivery date, unless otherwise stated or advised upon ordering. On rare occasions, our delivery to you may be affected by events outside our control as details in our terms and conditions, and we will contact you as soon as possible to advise you of this.
Please ensure you or a nominated person aged 18 years or older is available to take delivery of your product(s) on your delivery date. If items are returned to us delivery will need to be rearranged at your own cost.
For further details please visit our terms and conditions.
We hope you love your Matthew Burt piece as much as we do, however if you wish to return your item, we will do everything we can to help you.
If you change your mind or decide for any other reason that you do not want to receive or keep an item, then under Distant Selling Regulations you can return the item(s) to us within 14 days of receipt of your goods for a full refund (excluding delivery charges, if any). Please note this cancellation right does not apply to bespoke, personalised or made to order pieces which are non-refundable.
Please notify us as soon as possible if you have decided to cancel or return your order. The easiest and fastest way to do this is to email us showroom(@)matthewburt.com and a member of our team will be in touch to confirm, or if applicable, offer an exchange or replacement. Alternatively, please phone us on 01747 820800. Refunds can take up to 10 working days to be issued to you following our receipt of the goods.
Items should be unused, returned in their original packaging and in a fully re-sellable condition. Any item not in its original condition or damaged may only qualify for a partial refund.
Items can be returned to our address: Matthew Burt Studio, Lime Tree, Wylye Road, Hindon, Salisbury, Wiltshire SP3 6ER or small items hand delivered to the showroom at High Street, Hindon, Salisbury, Wiltshire SP3 6DR during opening hours. Please see our contact page here.
Refunds will be made to the original payment card. If vouchers were used to purchase the order/item, we may refund you in vouchers or in the form of credit, exchange or replacement.
You are responsible for the cost of returning the order/product to unless it is faulty as described above.
We cannot be held liable for any returned items that fail to arrive. We will also not be liable for any customs or duties charges incurred when returning an item/order.
If 14 days have gone by since your purchase, unfortunately we are unable to offer you a refund or exchange please contract us for further help.
Damaged or Faulty Items
We take great care with our bespoke packaging to avoid any damage in transit. If an item does arrive faulty or damaged, please contact us within 48 hours of receiving your item with a photograph and a member of our team will advise you on the best solution which may result in a return or repair. After this 48-hour period, we are unable to accept any returns or refunds for damaged items as the item/order is no longer under our care.
Wood is a natural material that strives to get to the ambient moisture conditions of its environment. It will sometimes complain if placed too near to radiators or in large south facing windows. It will sometimes swell if left in continually damp conditions. Removing the piece from these conditions normally settles it down. We select and season our woods very carefully. Some of you like knots while others see them as defects. If we do include knots we do so in an open and celebratory manner. The grain and colour of every tree we use is highly individual and for these reasons we do not accept returns or refunds based on natural variations.
This policy does not affect your statutory rights.
For further enquiries please contact showroom(@)matthewburt.com.
Please see further details in our terms.
