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Delivery & Returns

We are sure that you will be 100% happy with your goods but here we provide useful legal obligations.

For more information on our delivery and returns policies please see below

How much will my delivery cost?

Delivery will be calculated on the weight of your order at checkout.
For deliveries to the Isles of Scilly, Isle of Man and Northern Ireland, specifically postcodes starting BT, IM and TR21-25 your delivery will cost will vary

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When will you dispatch my order?

We know how important it is to receive your order as soon as possible which is why our customers can be assured that we will make every effort possible to ensure goods are manufactured within agreed timeframes. Our products are made to measure and bespoke nature means we require time to complete your order. Delivery can be between 7 and 40 days from date of purchase to manufacture completion.

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Can I use an alternative delivery address?

If you would like us to ship to an alternative address rather than your registered billing address, simply tick the box (when you are checking out) and complete the address details.

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Can I Track My Order?

To check your order status, just sign in to your account and click into order status.

  • Order received means your order hasn't been processed yet.
  • Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods.
  • Dispatched means your order has left our warehouse. You'll receive an email confirming dispatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
  • Cancelled means your order has been cancelled either by you or us.

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Will I need to sign for my delivery?

Yes, as a general rule the courier will require a signature on delivery. We are currently using Shiply to deliver our products and couriers can vary

If you miss your delivery the driver will leave a card and it will indicate where they have left your goods for you to collect at your convenience, usually at your local Post Office. 

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Missing or Damaged Delivery?

If your goods have either been received as damaged or are missing please contact customer services immediately, either by emailing info@austinhart.co.uk or by calling us directly.

If the goods are damaged we will need a proof of the damage, either by the item being returned to us, or in some cases an image sent via email. Our Customer Services team can advise you on the best course of action. Once we have verified the damage we can then rectify the situation.

If your goods have simply gone missing we have to wait for 3 days to pass to allow an investigation by the courier.

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What is our Returns Policy?

We hope you're completely satisfied with any product purchased from our store but we know how important it is for your item to be the perfect fit. We observe the terms of the Consumer Protection (Distance Selling) Regulations 2000 (Distance Selling Regulations). However, for the avoidance of doubt cancellation rights are not applicable to any bespoke work or made to order goods. If the goods are rejected by you due to fault, you will be responsible for returning the goods to us (together with the original packaging) at your own expense. You are under a statutory duty to take reasonable care of the goods throughout the period of cancellation and return the goods in the same state as received.

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Installation of shelves

Due to the nature of DIY and installation of shelves we take no responsibility for the safety of shelves being installed. We make every effort to provide reasonable advice on installation but if you are in any doubt please employ the services of a professional to install your shelves. Concealed shelf brackets are designed for shelves maximum length 1000mm (L) x 250mm (W) - alternatives are to use threaded anchors and resin for longer and wider shelves with max loading of 15kg. We may provide the option to purchase concealed brackets or threaded bar as options at checkout but it is up to the buyer to determine their suitability at time of purchase and installation.

Can I change or cancel an order?

If we have not begun cutting or manufacturing your goods you may be able to make small changes.
If you'd like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team by email info@austinhart.co.uk. Please be ready to quote your order number and order date.
If your order has already been dispatched or delivered, then you'll need to follow our returns procedure in the event of any unwanted products.

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What if an item is faulty?

Definition of faulty when working with a natural product is ambiguous. Timber may contain natural imperfections which adds character. Please note that Timber is a natural product and variations in colour and grain can, and will, occur. All timbers will change colour and darken over the lifetime of the product. Timber may also exhibit knots, sap and cracks. We consider faulty goods to include : incorrect dimensions, incorrect waxing, painting or polishing based on customers order form. In the unlikely event this happens we shall take full responsibility and a full refund will be made.

We will send you a free postage label so you don't incur any additional costs should the goods be at fault described above.

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