Returns/Exchanges/Refunds

DELIVERIES

  • We aim to dispatch orders within 2 to 3 working days.
  • Orders placed Friday- Sunday should be shipped the following Tuesday.
  • We ship from our UK-based warehouse, depending on product is direct from suppliers or not.
  • We accept full pre-payment only, or PayPal, etc.

Orders requiring pallet delivery will be arranged with customers for an agreed specific day, please contact admin@bentwined.co.uk.

Furniture can be large items, if no one is present to sign for the delivery there will be an extra charge to arrange a redelivery. A restocking fee will be charged for missed deliveries that are not rearranged and the order returned to the warehouse.

If you have an urgent issue with your delivery,

  • Please Contact admin@bentwined.co.uk quoting your order number
  • We respond to emails Mon-Fri 9-5.
  • We will keep you informed about the progress of your order.
  • We will keep you informed about any delays and ask for your empathy as couriers are outside our control.
  • Some crates may need a screwdriver and/or hammer to open.

We offer reduced delivery rates for multiple purchases, for more information please contact admin@bentwined.co.uk

Orders will ship only when all items are in stock, split delivery is possible on request and at an extra cost.

POSTAGE & PACKAGING

UK Mainland postage and packaging are at a standard rate with reputable couriers.

  • We make no money on shipping and wish it was cheaper.
  • Purchases will arrive boxed or crated and well-wrapped.
  • Please retain packaging as we cannot accept returns or compensate for lost/ damaged orders without it.

We offer reduced delivery rates for multiple purchases, for more information contact: admin@bentwined.co.uk

 

Damages and Issues: IF AN ITEM ARRIVES DAMAGED

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Our quality team checks your order carefully to make sure it’s up to our standards before we dispatch it to you, so damage is very rare.

Please note that most of our products are handmade and as such there may be slight variations between products.

If for any reason a product has arrived damaged, or we have accidentally sent you the wrong item,

  • Please notify us within 24 hours, and we will look to fix the issue as soon as possible.
  • If your item is damaged, please ensure to take photos of the box and the damaged item.
  • We will assess your complaint and tell you if your issue is eligible for a replacement.
  • We will then either arrange to collect the item(s) from you or ask you to send it back to us,
  • We’ll either give you a full refund, arrange for a repair, or order you a replacement.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

14 days cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

RETURNS & REFUNDS

We want you to be happy with your purchase. If you have any problems, please let us try to fix them, we are happy to help. Please retain the packaging. All returns and refunds are made in accordance with the Consumer Rights Act 2015.

If you have any queries regarding Return or Refund,

Please Contact return@bentwined.co.uk

If you are not completely satisfied with your purchase,

  • You need to contact us within 30 days of the date you receive your order. We will help you with your return and provide the return address.
  • Unfortunately, we are unable to offer free returns. It is the customer’s responsibility to return the goods in perfect condition and in the original packaging within 30 days of receipt.
  • Please make sure to package the box properly, as well as leave a note with your name, order number, and reason for return in the parcel. 
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • We reserve the right to reject items returned damaged or not in the original packaging. We do not accept returns of crated bases where the crate is damaged.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
↣   If approved, you’ll be automatically refunded on your original payment method within 10 business days.
↣   Please remember it can take some time for your bank or credit card company to process and post the refund too.
↣   If more than 15 business days have passed since we’ve approved your return, please contact us at return@bentwined.co.uk.

  1. Returns are charged a restock fee where there is no fault.
  2. All returns are made at your own risk. Please contact us before returning any item.
  3. Please note: We cannot accept returns on reduced items.