Delivery, crating & returns

Shipping & Delivery

We ship worldwide. Because our pieces are handmade, often large and always fragile, delivery is arranged carefully and quoted honestly rather than averaged into the price.

United Kingdom

Price confirmed on order for mainland UK addresses, the Scottish Highlands and Islands, the Isle of Wight, the Isle of Man and the Channel Islands. No weekend deliveries.

International

We deliver to over 230 countries. Because crated freight for mirrors, lighting and furniture varies enormously with size, weight and destination, international delivery is calculated at checkout for each piece and destination rather than charged at a flat rate.

Where a piece shows delivery to your country as quoted on request, contact us at sean@studiophelan.com with the piece and your delivery address and we will confirm a freight cost, crating method and lead time in writing before you commit.

Lead times

Stock pieces are dispatched within 7 to 10 days of order, unless during holiday periods, which we will advise on at the time of order.

Made-to-order pieces are produced to order. Typical lead time is 12 to 16 weeks, confirmed in writing when we accept your order. We will keep you updated if anything changes.

Crating and packing

Larger mirrors, lighting and furniture are packed in purpose-built crates. Crating is included in the delivery quote. Please retain all packaging until you are satisfied with your piece, as it is needed for any return.

Delivery, signature and risk

All deliveries require a signature. If you will not be present, please leave instructions at checkout. Deliveries left according to your instructions are left at your own risk. If delivery cannot be completed, the carrier will contact you to rearrange.

Please check your piece on arrival and tell us immediately if there is any transit damage.

Duties, taxes and import charges

Prices at checkout do not include import duties, taxes or customs clearance fees for destinations outside the United Kingdom. These are set by the destination country and are payable by you on arrival.

We handle export and freight, you are responsible for import charges in your country. If you are unsure what applies, check with your local customs authority before ordering.

If a delivery is refused or import charges go unpaid and the piece is returned to us, we will refund the price of the goods less outbound shipping, return shipping and any carrier or customs charges.

Access and installation

Please check that your piece will fit through doors, stairways and lifts before ordering. Our team delivers to the door as standard; we do not install, hang or fix pieces. Damage caused during hanging or fixing is not covered.

If you need help assessing access for a large piece, contact us and we will provide full crated dimensions.

Contact

Sean Phelan Mirror Gilding Ltd (company no. 13923287) Registered office: F61 Cherwell Business Village, Southam Road, Banbury, Oxfordshire, OX16 2SP, United Kingdom Email: sean@studiophelan.com

Returns & Refunds

Should you wish to return, exchange or request a refund for any item purchased, please contact us in the first instance at sean@studiophelan.com, noting the terms below.

Because our pieces are handmade and most are made to order, please read the section on made-to-order items carefully before you buy.

Faulty, damaged or incorrect items

Please inspect your order on receipt and contact us immediately if an item is faulty, has been damaged in transit, or is not what you ordered.

We will arrange and pay for collection and return delivery. Once we receive the item we will refund the full amount, including the original delivery charge, to your original payment method within 10 days.

If you would prefer the item repaired rather than refunded, we will arrange collection, carry out the repair, and return it to you at no cost.

This does not cover damage caused during the hanging, fixing or installation of an item after delivery.

Nothing in this policy affects your statutory rights.

Made-to-order, bespoke and commissioned pieces

Most pieces in our collection are made to order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to your specification or clearly personalised. This includes commissioned pieces, bespoke sizes, and any item finished to a specification you have chosen.

For these items:

• Your order is confirmed once we accept it and begin work.
• The right to a 14-day cancellation does not apply.
• Your statutory rights if an item is faulty, not as described, or not of satisfactory quality are unaffected.

If you are unsure whether a piece is made to order, ask us before ordering and we will tell you in writing.

Stock items: change of mind

For items held in stock and not made to order:

United Kingdom and European Union. Under the Consumer Contracts Regulations 2013 (UK) and equivalent EU consumer law, you have 14 days from receipt to notify us that you wish to cancel, and a further 14 days from that notification to return the item.

Rest of the world. We offer the same 14-day change-of-mind window as a matter of policy.

Purchases made in person at our studio. 28 days from receipt.

All returned items must be:

• unused and in original, saleable condition;
• in their original packaging, including any labels, tags and protective crating;
• accompanied by proof of purchase.

We reserve the right to refuse a return where an item is not resaleable.

Who pays return delivery

• Faulty, damaged or incorrect items: we pay, worldwide.
• Change of mind: you are responsible for the cost of insured return delivery. For international returns this can be substantial on large or fragile pieces, so please contact us before returning anything and we will advise on crating and carriers.

We strongly recommend insured, tracked return delivery. We cannot refund items that do not reach us.

International orders: duties and import charges

Orders shipped outside the United Kingdom may attract import duties, taxes and customs clearance fees on arrival. These are set by the destination country and are payable by you, not by us. They are not included in the price shown at checkout and are not refundable by us.

If you refuse a delivery or fail to pay import charges and the item is returned to us, we will refund the price of the goods less our outbound shipping, return shipping and any charges levied by the carrier or customs.

Where duties or import taxes have been paid on an item you return, you may be able to reclaim them from your local customs authority. We cannot reclaim them on your behalf.

Refunds

We will let you know once we have received and inspected your return and whether the refund is approved. Approved refunds are issued to your original payment method within 10 days of receipt. Your bank or card issuer may take further time to post the refund.

Refunds are made in the currency of the original transaction. Where you paid in a currency other than pounds sterling, the amount you receive may differ from the amount you paid because of exchange rate movement between purchase and refund. We are not able to compensate for currency fluctuation.

Exchanges

The quickest route is to return the item under the terms above and place a separate order for the piece you want.

Contact

Sean Phelan Mirror Gilding Ltd (company no. 13923287) Registered office: F61 Cherwell Business Village, Southam Road, Banbury, Oxfordshire, OX16 2SP, United Kingdom Returns address, once your return is booked in: Unit 8 Industrial Estate, Old Road, Long Compton, CV36 5LE, United Kingdom Email: sean@studiophelan.com