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Return policy

At Artisan Steel & Timber we take customer service very seriously. Your satisfaction is our top priority. With that in mind, we aim to make your experience as smooth and seamless as possible – from purchase to delivery and beyond. The following cancellations and returns information applies to online orders only and excludes bespoke orders. If the furniture you order is bespoke, this will be indicated to you by one of our sales consultants at the time of purchase. Whether you want to cancel your order pre-delivery, return an item after delivery, or experience any kind of problem, here’s how we can help.


Had a change of heart? Whatever the reason, you can cancel your online order (excluding bespoke orders) at any time prior to delivery with no charges. All you need to do is advise us in writing, either by post or email. Our contact details can be found at the bottom of the page.Once we’ve confirmed that we’ve received your cancellation pre delivery, you’ll receive a full refund to the original payment method used to pay for the order. Refunds made to a credit or debit card or via PayPal may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to seven working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.

Have a question about returning an item to us?

Whether you’re looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch. Our advisors are happy to help!


Decided not to keep your purchase? Just notify us in writing within 14 calendar days from the day you receive your order. Simply drop us a line, either by post or email, telling us that you no longer wish to keep your order along with your reason for returning it. Our contact details can be found at the bottom of this page.

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