When placing an order, the price you see on the product page is the final price of the piece itself, with all taxes and duties included. Delivery is calculated separately at checkout, where the cost is worked out according to the size and weight of the order and the delivery address. Each product page also sets out an estimated dispatch time. This period reflects the work required to complete, finish and package your piece so it is ready for its journey. While it is unusual for dispatch to extend beyond the stated timeframe, there are occasions where adjustments are necessary. In those cases, we make sure to keep you informed so that expectations are always clear.

Once your order is placed, you will first receive an automated confirmation sent to the email address provided at checkout. Shortly afterwards, usually within 24 to 48 hours, our production manager will contact you directly. Their email will confirm your delivery window, explain the stages your piece will move through, and let you know when you can expect to hear from them again. From this point onward, they remain your touchpoint throughout the process, keeping you updated on progress and available to answer any questions or try to accommodate any specific requirements. This way, the communication around your order is consistent and personal, rather than something that happens only at the beginning and end.

As soon as your piece is completed in the workshop, preparations for dispatch begin.

UK deliveries

For customers in England, Wales and Scotland (excluding Northern Ireland), larger items are delivered by our partners at Empire through a White Glove service, included as standard. This service ensures that your piece is carried carefully into the room of your choice, placed where you would like it, assembled if required, and all packaging removed. We usually allow 5 to 7 days to prepare your order and arrange collection, with delivery then scheduled directly with you via text message within a further 5 to 7 days. Smaller items, such as mirrors and trays, are sent by courier and typically arrive the next working day after collection. For those who prefer, warehouse collection is also available by appointment.

International deliveries

For customers outside the UK, all orders are shipped with DHL under Delivered Duty Paid (DDP) terms, meaning import taxes and duties are covered in advance and nothing is due on arrival. Larger pieces are securely packaged using high-density foam and bubble wrap and crated using OSB panels to ensure safe transport.

Most shipments arrive within 5 to 15 days of dispatch, depending on the destination and customs clearance processes. During this period, local customs authorities will usually contact you directly to confirm and accept receipt of the piece. They may request personal details to complete clearance, and providing these promptly helps ensure smooth processing.

The day your piece arrives is managed with care and precision. For larger items within England, Wales and Scotland (excluding Northern Ireland), White Glove delivery with Empire means the piece is carried safely into the room of your choice, placed exactly where you would like it, and all packaging removed before the team departs. If delivery requires navigating staircases or tighter spaces, we recommend checking the route beforehand and removing any fragile items so that the process is as smooth as possible.

For smaller UK orders, such as mirrors and trays, the process is simpler: delivery is carried out by courier directly to your door and usually takes place the next working day after collection.

For international customers, DHL completes the journey. Larger pieces are delivered to your door in the secure crating used for their transport, while smaller items arrive in protective packaging.

Once your order has arrived and been placed in your home, the process is complete. From here, ongoing care becomes the focus. Guidance on maintaining your piece over time is set out in our Care and Maintenance page. Information regarding repairs and warranty can be found in our Terms of Service. Should you need anything further, whether advice, clarification or support, our team is available through the Contact page.