Returns / Damages
Regrettably, we are unable to accept any returns on products made to order except if they are defective or damaged in any way. If your goods have been damaged in transit, please keep in the original packaging and return to us as soon as possible. Damaged or faulty goods will be replaced by an equivalent product. Returns must be received within 14 working days of receipt of goods stating the reason for return. A credit will be made to your credit/debit card if you purchased the product by card or you will receive a cheque refund if payment was received by cheque.
Other Important Information
Please note that products handcrafted using reclaimed and natural materials can vary in shape, size and colour to those illustrated. Reclaimed timber, in particular, exhibits imperfections and idiosyncrasies and is NOT popular with everyone. Please ensure you are aware of these characteristics before ordering products made from this material. We will endeavour to supply all products as illustrated but on rare occasions reserve the right to use other materials subject to availability.
Kitchen Islands and Bespoke Furniture
Our kitchen islands and bespoke products are handcrafted to order and we will contact you within 24 hours of receiving your order to discuss lead times. However, as a general rule you must allow 8 / 12 weeks for delivery.
Delivery Information
We are an environmentally friendly company and where possible use as little packaging as possible. Our kitchen islands and bespoke products are delivered by courier and we will notify you well in advance of the delivery date.
Access Considerations – Kitchen Islands
Please note that many of our larger kitchen islands can be delivered in 3 sections : 1 x work surface and 2 x ends but will require professional assembly in the home. Our smaller kitchen islands can be delivered in 2 sections : 1 x work surface and base. Old Image can assemble the kitchen island for you at extra cost depending on your location. This service is free in Bristol and the surrounding areas (10 mile radius).
Complaints
We believe that the goods we offer are of good quality and make every attempt to offer the most efficient service we can. In the unlikely event that our goods or services do not live up to your expectations please contact us either by telephone or email and we will endeavour to respond to complaints as quickly and effectively as possible.
Customer Comments / Feedback
Please do not hesitate to contact us with any questions or enquiries regarding our designs, sizes, materials or orders. Your comments and opinions are valuable to us and help us so please feel free to let us know if you have any suggestions about our products or services, and share your ideas on how we can improve what we do.
We look forward to hearing from you.