Frequently Asked Questions
We’ve gathered the most common questions in one spot to help you find what you need fast, so you can enjoy a smooth and confident shopping journey with us. If you don’t see your question here, our team is always ready to help.
Yes, all our designs are fully customisable including fabric choices, colour variations, and adjustments to dimensions.
If you would like to personalise your piece further, our in-house design team is available to guide you through the process.
f you decide to proceed with our custom design service, a £100 design fee will be charged. This fee is fully redeemable against your final order.
Please complete our Custom Design Query form and we will be in touch.
You can experience some of our bespoke furniture in person by visiting one of our design projects. This allows you to see how premium fabrics, natural woods, and handcrafted finishes look and feel in a real home environment.
Please Contact Us if you would like to schedule a visit; a £100 design fee will be charged. This fee is fully redeemable against your final order.
Fabric swatches are also available to help you select the perfect material.
As made-to-order furniture cannot be cancelled after 48 hours or returned, we recommend confirming all measurements—including hallways, staircases, lifts, and doorways—before ordering.
Our Self-Measuring Guide provides clear instructions, and our team is happy to help with any specific questions.
UK Mainland Delivery
We offer a premium white-glove delivery service, including:
• Delivery to the room of your choice
• Full assembly
• Removal of all packaging
• For an additional charge we offer a collection and disposal service for your old item of furniture.
UK Non-Mainland & EU Delivery
We are happy to provide a quote for deliveries outside the UK mainland via The British Shop, depending on country and chosen delivery service.
You will receive a dispatch confirmation email when your furniture arrives in our warehouse. Our delivery partners will contact you directly to arrange your delivery date.
We work with many fabric companies and should be able to source your chosen fabric. Our in-house design team is available to guide you through the process.
If you decide to proceed with our custom design service, a £100 design fee will be charged. This fee is fully redeemable against your final order.
We can often accommodate fabric or colour changes up to one week from the date of purchase.
Please note:
• Any changes will reset your lead time from the date the revised order is confirmed.
• Ordering swatches before placing your order is highly recommended to ensure your selection is perfect.
Our made-to-order furniture is crafted exclusively for you, combining timeless design with exceptional British craftsmanship. Each piece is produced locally in England by skilled artisans using sustainable methods and premium materials. Created with longevity in mind, these bespoke furnishings are designed to become future heirlooms—made to last, made with intention, and made to elevate your home.
Lead times vary by product and fabric. Estimated lead times are displayed on each product page.
The estimated lead time commences once you have paid for your order. It includes ordering of the fabric, manufacture and delivery to our warehouse.
While we aim to meet all estimated delivery dates, occasional delays may occur due to factors outside our control. If there is a significant change to your dispatch date, our customer support team will notify you by email.
You may cancel your made-to-order item within 48 hours of placing your order and receive a full refund.
Because each piece is custom made, cancellations after this timeframe—and returns—are not available.
To ensure a smooth delivery, we recommend measuring your space and access routes before ordering. Our Self-Measuring Guide can help.