ORDERS

All quotes are valid for 30 days. Prices are subject to change at any time after the 30 days. When placing an order, please ensure all information provided including shipping details is correct. Orders can only be processed for production when the client has confirmed all details (design style, dimensions, materials, finishes, etc.) in writing. If you would like to discuss a custom design, please contact us at sister@studioashby.com. Once we have received your email, the team will get back to you as soon as possible.

PAYMENT

All items from the Bespoke collection are made to order, and production will commence upon receipt of full payment. We only accept 100% payment for all of our products. We accept payment via credit card, debit card, and bank transfer. Duties, taxes, and any fees related to the import of an order are not included in quotes or invoices and are payable to the local government upon receipt of goods. Full payment details will be included on the final invoice.

PRODUCTION

Production times vary from 8-16 weeks, depending on fabric choice and stock availability. Production lead times are provided for guidance and every effort is made to ensure these are as accurate as possible. Sister will try its best to ensure that the order is completed within the estimated lead time. However, lead times are subject to fluctuation and are dependent on various external factors. If some pieces take slightly longer than quoted due to reasons outside our control, we will notify the purchaser as soon as possible. Sister cannot be held responsible for production delays or any knock-on effects these may cause. We ensure all fabric supplied is treated to meet appropriate British FR standards. If treatment is not possible, inter interliner will be used.

UK DELIVERIES

We charge shipping and courier in addition to the price of the products. We provide a reputable ‘White Glove’ delivery service on all our bespoke and made-to-order items. They will use sufficient packaging material to keep your order as safe as possible while in transit. Still, we cannot be held responsible for any loss or damage once we hand your order over to the relevant courier company or the person collecting it. We calculate courier costs according to the size and weight of each product, as well as the destination. We will dispatch your order within three to five working days after product manufacturing is completed. Please include your address and all necessary details for smooth delivery. Alternatively, you can collect it from our London showroom.

INTERNATIONAL DELIVERIES

We also deliver outside the UK using a reputable trusted partner. We calculate shipping costs according to the size and weight of each product, as well as the shipping destination. We will dispatch your order within three to five working days after product manufacturing is completed. Please note that you will be responsible for any tracking, duties and customs charges that are incurred in your destination country. Where applicable, either a tracking number or flight details will be provided at the point of dispatch along with an estimated day of arrival. You will be responsible for checking the contact details supplied by the courier is correct. Shipping rates exclude import duties, taxes or any sums due to government departments such as quarantine inspection fees or customs examination fees (they also exclude unpacking, assembly and removal of packing debris). Sister will not be liable for any customs or import duties or for breach of these terms and costs on return shipments. Neither will Sister be held liable for incorrect shipping & contact details. Please note: transit times may vary and fluctuations in delivery times are outside our control but we will always strive to give you accurate shipping times and keep you updated if estimates change.

DAMAGE AND LIABILITY DURING DELIVERY

Unless otherwise specified in writing by Sister, third party deliveries are not insured against total loss. Should the client wish to take out insurance against total loss, the client will be able to obtain insurance through the delivery company and quote at an additional amount. In the event of minor damage during transit or delivery, the client is required to follow the steps below:

- Photograph damage to the protective wrapping (before removing or discarding the wrapping.

- Photograph damage to the Goods.

- Email Sister all necessary information and photographs within 24 hours of receiving the delivery.

In the event of not following the above steps, Sister will not be held liable for any damages.

RETURNS, REFUNDS & EXCHANGES

All returns must be in the same condition as that was received, and in original packaging with proof of purchase. We do not offer exchanges of products. Our returns policy is 7 days from the day the item is shipped and only applied to orders delivered to a UK Mainland address. Any returns past this 7-day period unfortunately cannot be refunded.

The client is required to ensure that the returned package contains the client’s full details including name, contact number and Sister’s full and accurate address and postcode. All risk, loss or damage to the Goods while on route to Sister will remain with the client until an authorised representative of Sister has accepted the delivery.

Upon receipt of the returned goods, Sister will carefully examine the product(s) and contact the client within three business days after that to discuss the status of the product(s). Should Sister determine that the product(s) are indeed defective, we will process the refund usually within 7-10 business days, to the original method of payment. The refund will not include shipping or delivery costs related to the original order; however, Sister will compensate the client for the reasonable delivery cost incurred for the return of the product(s) to Sister (if any).

If the product(s) is found NOT to be defective, the client will NOT be entitled to a refund and will be liable for the costs incurred by Sister having such product(s) redelivered to the client. Including any incidental charges or fees which may be applicable such as packaging and insurance costs. The client agrees to make payment of any such amounts due on demand by Sister.

The following types of goods are not eligible for refunds:

- Sales items

- Bespoke items

- Artwork or prints

- Items that have been tailored or customised to specific customer requests

- Commissioned items

- Items shipped internationally unless it is deemed there is a fault with there is an inherent fault in the product (not caused in transit or on-site by the client)

Bespoke and all made-to-order items are not eligible for returns or exchanges. Once the order has been placed and production is underway, we are unable to offer any changes to construction or finish or offer any part or full refunds.

Only defective bespoke products may be refunded. To return a defective product, please email us images of the product and its packaging with any information about the relevant product within 7 days of receipt. These must be sent to sister@studioashby.com for refund approval.

We shall then assess the product, and should we determine the product to be defective, we will arrange for the defective product to be collected from you and we will repair or refund the product. If repair of the defective product is not possible, Sister will credit your account, or refund you (at your option) for the purchase price of the defective product. Credits and refunds are generally processed within 7-10 working days. Repairs will take longer, depending on the availability of parts and replacements.

Should you wish to return a defective product, please ensure that the defective product is re-packaged in suitable packaging to prevent damage to the product in transit. Our courier reserves the right to refuse to collect a defective product if that product is not packaged correctly for transit.

Please note, the following will NOT be regarded as defects and will NOT entitle you to return/refund:

- Damage resulting from normal wear and tear of the product - Damage arising from negligence, user abuse or incorrect usage of the product.

- Damage caused by a failure to care for the product adequately (as determined in Sister’s sole discretion)

- Damage resulting from alterations to the product; and where the specifications of a product, although accurately described on the website and fit for its intended purpose, do not suit you.

- Variation of colour or texture from product to product, resulting from the use of materials which may have natural flaws and natural variances, including materials such as wood, brass, stone or leather or marble.

- Non-defective products that have been custom “made to order, whereby its nature of being handmade and natural materials, have cracks, repair marks and/or imperfections which are a fundamental element of the product, and which add to the intrinsic value of the Goods, will NOT be considered to be a defect.

- A product which has not been correctly maintained (as determined in Sister’s sole discretion)

In the event of the incorrect Goods being delivered to a client in error (i.e. it is not the product the client purchased), the client must not remove the product from its original packaging and is required to promptly contact Sister, so that it may resolve the error by arranging to collect such Goods from the client and arrange delivery of the correct product to the client as soon as possible.

WARRANTY

Sister by Studio Ashby Ltd cannot guarantee the future lifespan of previously used or antique goods. On all other goods (e.g. customised or bespoke pieces), we offer a six-month warranty period to repair or replace any defective goods.

USE OF GOODS

While its products are well made and designed to the best of its ability, Sister products are NOT specifically tested for ‘commercial’ or public use environments. Sister does not warrant the suitability of products for use in commercial and/or public use environments, and commercial, and non-personal purposes.

Given that Sister cannot control the environment in which the product(s) is intended to be used by the Client and other persons, it cannot be held responsible for any damage or injury to people or otherwise whatsoever. As with all environments (namely domestic use but also specifically in commercial, public use spaces), Sister is unable to prevent or guard against the misuse of its products, such as continued ‘rocking’ on or dropping of chairs, rough handling, and/or standing on chairs, tables, shelves or other furniture items not explicitly designed for such a purpose.

In consideration of the above, the Client is responsible for ongoing checks of the product(s) to identify signs of damage, failure or loose joints on chairs, and to remove the said product(s) from use immediately if any sign of a crack or loose joint is evident therein.

The Client agrees that it shall ensure that any persons handling the Goods including but not limited to cleaning staff, refrain from rough handling of furniture which can often damage or scuff the Goods.

Regarding the materials from which the Goods are made, Sister uses wood in many of its products, which is a very durable and robust material. However, we advise that because timber is a natural product it can contain latent defects such as hairline cracks that only become apparent with time which Sister could not have reasonably identified at the time of production or completion of the order. Sister warrants that to the best of its knowledge, there are no structural defects in the timber used at the time of producing the Goods, it cannot reasonably foresee. It, therefore, cannot be held responsible for future defects.

Sister advises that certain climatic conditions, such as air- conditioning & heating, and/or extreme temperatures can cause timber to crack and cause damage that is out of Sister’s control. For most materials and finishes, they will over time display naturally occurring imperfections, for which Sister cannot be held liable.

If the Client subsequently sells or gives the Goods purchased in terms of this Agreement to a third party, the Client acknowledges that it is the Client’s responsibility to advise such third party of the use and care terms relating to the Goods.