TERMS & SHIPPING

MADE TO ORDER

SHEPHERD england is an independent design studio. All pieces are made individually to order rather than held in stock.

Please allow up to 14 days for your order to be made and prepared for dispatch. If an order requires additional time, we will contact you.

If you require an item by a particular date, please contact us before placing your order.

DELIVERY

Delivery charges are calculated at checkout according to the destination and items ordered.

Orders are dispatched using tracked delivery services wherever available. Once your order has been dispatched, you will receive confirmation and tracking information where provided by the carrier.

Delivery times are estimates and may vary according to destination and customs procedures.

Larger interior pieces, unusually sized items and bespoke commissions may require separate delivery arrangements. Where applicable, delivery costs will be confirmed before an order is accepted.

INTERNATIONAL ORDERS

SHEPHERD england accepts international orders to selected destinations.

Orders delivered outside the United Kingdom may be subject to import duties, customs charges, local taxes and other fees imposed by the destination country.

These additional charges are the responsibility of the customer and are not included in the purchase price or delivery charge unless expressly stated otherwise at checkout.

Customers are responsible for checking any applicable import requirements and charges before placing an order.

International delivery times may be affected by customs clearance and other circumstances outside our control.

EUROPEAN UNION & NORTHERN IRELAND

SHEPHERD england does not currently accept orders for delivery to countries within the European Union or to Northern Ireland.

This restriction does not apply automatically to European countries outside the European Union. Delivery to those countries remains subject to the availability of shipping services and any applicable customs or import requirements.

RETURNS & CANCELLATIONS

We hope you will be pleased with your purchase.

For standard collection items purchased online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To exercise this right, please email gemma@shepherdengland.com with your name, order number and a clear statement that you wish to cancel.

Once you have notified us of your cancellation, you have a further 14 days to return the item.

Returned items should be securely packaged. You may examine an item as you would in a shop, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and condition.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of return postage. We recommend using a tracked and insured service.

Refunds will include the original standard delivery charge, where applicable. Additional charges for an enhanced delivery service are not refundable beyond the cost of standard delivery.

Refunds will be made to the original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Please contact us before returning an item so that we can provide the appropriate return address and instructions.

BESPOKE & PERSONALISED ORDERS

Items made to a customer's individual specifications or clearly personalised may be excluded from the statutory right to cancel for a change of mind.

This does not apply simply because a standard collection item is made after an order is placed. Standard made-to-order pieces remain subject to the cancellation rights described above.

Any specific conditions relating to bespoke commissions will be confirmed before the order is accepted.

Your statutory rights in relation to faulty, damaged or incorrectly supplied goods are unaffected.

FAULTY, DAMAGED OR INCORRECT ITEMS

Each SHEPHERD piece is individually made and carefully checked before dispatch.

If your order arrives damaged, faulty or incorrect, please contact us at gemma@shepherdengland.com with your order details and, where possible, photographs of the issue.

We will work with you to resolve the matter in accordance with your statutory consumer rights, including arranging a repair, replacement or refund where appropriate.

Nothing in these terms limits or excludes your statutory rights.

PRODUCT INFORMATION

SHEPHERD pieces are individually produced, and slight variations in colour, texture, dimensions and finish may occur.

We take care to represent colours accurately in our photography, although their appearance may vary according to screen settings and lighting conditions.

Such variations are part of the nature of individually made textiles and do not affect your statutory rights where goods are faulty or not as described.

CONTACT

For enquiries about orders, delivery, returns or bespoke commissions, please contact:

SHEPHERD england
gemma@shepherdengland.com
www.shepherdengland.com