Delivery & Returns

Lead times

Every piece is made to order, so lead times depend on the design, the materials and how busy the workshop is. Most pieces take a few weeks from approved design to delivery, and resin pieces need extra time to cure properly between layers. We confirm a realistic timeline with your quote and keep you updated through your customer portal as your piece progresses.

Delivery across the UK

We deliver finished pieces to addresses across the UK. Once your piece is built and approved, we carefully crate and ship it directly to you. Delivery costs depend on the size, weight and destination of the piece, and we confirm them with your quote so there are no surprises. Lead times are estimates and may vary with the complexity of the piece and circumstances outside our reasonable control.

Checking your order on arrival

Please inspect your piece on delivery. If anything has been damaged in transit, let us know within 48 hours with photographs and we will put it right. Keeping the original packaging until you are happy with your piece helps us resolve any issue quickly.

Returns and cancellations

Because every piece is bespoke and made to your specification, it is treated differently from a standard, off-the-shelf product. Under UK consumer law, the usual right to cancel and return does not normally apply to personalised or made-to-measure goods once work has started. That means we cannot generally accept a return simply because you have changed your mind.

This does not affect your statutory rights. If a piece is faulty, not as described, or not of satisfactory quality, you are entitled to a repair, replacement or refund as appropriate. We will always work with you fairly to make things right.

Approving your design first

To avoid disappointment, we agree the design, dimensions, materials and finish with you before work begins, and you approve the details as we go. Because the piece is made to what you approve, please check everything carefully before we start. Natural timber and hand-poured resin vary slightly from piece to piece, that character is part of the craft, not a fault.

Deposits

A deposit may be required before we begin. Because materials and labour are committed to your specific order, once work has started a deposit may be non-refundable. We set out the deposit and cancellation position clearly before you commit.

Questions

If you have any questions about delivery or returns, contact us at hello@zaklad.co.uk and we will be happy to help.