At S10Home, we take pride in creating made-to-measure, custom-made wood furniture to meet your specific needs. Due to the bespoke nature of some products like tables, benches and beds, our return policy is tailored to ensure both customer satisfaction and the integrity of our custom crafting process.
- We offer a range of broad sizing options directly on our website for your convenience.
- For sizes not listed on our website, we provide the option to order tables in custom sizes. You can do this by emailing us your specific measurements and requirements.
- It is imperative that customers ensure the correct size is chosen for your furniture. Double-check all measurements and space requirements before confirming your order.
- We offer a range of sizes on our website and also accommodate custom sizes upon request via email. Both options are made-to-measure and crafted from scratch, based on the wood plank selection you approve.
Change of Mind - Made-to-Order Dining and Office Tables, Benches, and Beds
- Cancellation Within 72 Hours: You have the option to cancel your order within 72 hours of placing it for a full refund.
- Plank Selection and Confirmation: After placing your order, we'll send photos of the wood planks chosen for your table. You'll have 48 hours to request changes. If we don't hear from you within this time, we'll proceed with the selected planks. Cancellations at this stage are eligible for a 100% refund.
- Final Changes Post-Handcrafting: Once your table is handcrafted, we'll share photos and allow 48 hours for any final change requests. Absence of a response within this period will be considered approval. Cancellation at this stage entitles you to a 100% refund.
- Post-Delivery Cancellation: Once we have shipped or delivered the item, you have 48 hours to notify us that you intend to return your order and then a further 7 days to get the items back to us. In this scenario, you are eligible for a 50% refund. You are responsible for covering the return shipping costs, or we will apply a £200 fee for non-delivery or delivery by our team. This policy is in place due to the highly customised nature of our furniture and the challenges in resale.
Change of Mind - Coffee Tables, Chairs, Lighting, In-Stock Dining and Office Tables
- Please ensure you have not assembled the items.
- Use the original packaging to return the items to us.
- Email us on contact@s10home.com, requesting a returns form for change of mind.
- You have 48 hours to notify us that intend to return your order and then a further 7 days to get the items back to us.
- You are responsible for covering the return shipping costs, or we will apply a £200 fee for non-delivery or delivery by our team.
- Take some reference photos of the products, the packaging and the label.
- Notify us with the tracking number and delivery company on contact@s10holding.com.
- Once returned the warehouse will inspect your return and a refund will be issued.
- Please note delivery charges are not refunded for change of mind.
*If items are poorly packed, and are damaged on route back to us we won’t be able to refund you so it’s really important to pack well, and ensure you have proof you did this if anything comes up.
However, please be aware: Our policy gives special consideration to our custom handcrafted furniture. As part of our commitment to providing a personalised experience, we create pieces that are uniquely tailored to each customer. It's essential to note that any customisations, such as specific edges, legs, colour or designs suggested by clients for any part of the furniture, make the item custom-made and not eligible for return or refund. We greatly value your understanding of this policy, which constitutes a binding agreement between you and S10HOME. For any potential revisions, the latest version will be available on our official platform. We appreciate your trust in us for your purchases and your cooperation in adhering to our return procedures.
Faulty or damaged goods
It's important that you inspect your order on delivery. If you are not happy, you have 3 working days to contact us. In order to resolve this for you as quickly as possible, please send an email to contact@s10home.com with the below information.
- An image of the fault/damage, placing a coin next to the defect, to give us an idea of size, as well as a full shot of the item(s) affected.
- Images of the condition of the packaging that your items arrived in, to help us establish if the products have been mishandled by the transport partner.
- Your order reference number, name & billing postcode that your order was placed under.
- Details of the fault/damage found, as we appreciate an image doesn't always show the full extent.
- Please keep hold of the packaging until a resolution has been agreed, in case the item(s) need to be returned.
- Once your email has been received, you will receive an auto-response as confirmation & a member of the team will be in touch to resolve the matter as soon as possible. We will either give you a full refund, arrange for a repair, or order you a replacement. Please refrain from sending multiple emails, as they are responded to in the order received.
You can always contact us for any return questions at contact@s10home.com.
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 contact@s10home.com.
