Support

Shipping & Returns

JULY 2021

 

All collections are from Newquay, Cornwall. Our contact details are provided on the CONTACT page.

We reserve the right to change these our Shipping & Returns policy at any time. Any such changes will take effect when posted on the website (see date at the top) and it is your responsibility to read the terms and conditions on each occasion you commission us or purchase an item from this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions. Please also see our Website Terms & Conditions page.

  • We endeavour to keep clients appraised of progress during every stage of a purchase or commission

  • When a client commissions Back to the Future Upcycled, if they do not wish to deliver their furniture for upcycling or collect upon completion, we will use a reliable courier company who covers all parts of the UK on set days of the week. We endeavour to accommodate client's wishes with regard to specific delivery/collection dates and times, however a degree of flexibility is required

  • Once the courier is booked whether to deliver an items purchased from our online collection or a piece which has been commissioned, delivery normally takes place within 14 days but again, any alteration to this timescale will be communicated to our client as soon as we are awareof the required adjustment

  • Our courier is not accompanied therefore if items are large, assistance with on or offloading is appreciated

  • Parking restrictions or obstacles to collection or delivery, including days when receipt of the item cannot be accommodated, must be reported to us before we book the courier. If collection or delivery cannot take place because of restrictions or obstacles and we have not been previously informed of such, we are unable to offer any refund on the cost of collection, delivery or on the commission itself (both with regard to any deposit paid as well as on the balance)

  • Most deliveries take place on time, however if unavoidable delays on collection or delivery days occur, the courier will contact the client direct via text or mobile phone call

  • Clients must notify us at the outset of any special collection or delivery requirements including if extra assistance is required with lifting or moving. If we are required to arrange extra assistance with collection or delivery, this will incur an additional cost

  • The balance of a commission fee is due for payment prior to delivery being arranged.

RETURNS

  • Professional upcycling may include restoration as well as hand painting, decoupage and finishing with an appropriate top coat to provide longevity. Clients are asked to bear in mind that all pieces of vintage, refinished furniture are items with a heritage and therefore may have minor age-related marks, imperfections or blemishes. Such irregularities add to the furniture's individuality and charm and are not considered as damage

  • The greatest care is taken in packing and shipping our furniture however in the unlikely event an item arrives damaged, please email a photograph or photographs of the damaged area or areas to us within 24 hours of taking receipt 

  • If an item does not arrive on the specified date or time, please contact us as soon as possible

  • Whilst we hope clients are delighted with the upcycled furniture they purchase or we are commissioned to create, in line with distance selling regulations, clients have the right to return their purchases to us within 14 days of the date of receipt, notifying us within that time scale that the item is being returned and why. Clients are responsible for repacking and paying courier costs for the return of any items we have upcycled and we ask clients to provide specific dates and times delivery will take place 

  • To ensure an audit trail is established, where clients return items to us, they should obtain proof of return to us so that any reasons for loss or damage during transit can be established

  • If the commissioned piece is returned to us in an identical condition to when it was delivered, a full refund will be made within 3 days of Back to the Future Upcycled receiving the item