Questions, questions, questions...

• HOW DO I ORDER?

  • Browse our shop page and choose an item you would like to order. Then select any options before clicking the 'Add to bag' button. If you wish to order additional items, simply repeat the process. Once you have finished making your selections, click on the basket icon (which appears at top right of any page) and check that you are satisfied with your choices. Before proceeding, you need to click the checkbox to agree to our Terms & Conditions of Sale. A link to them is provided next to the check box as well as at the bottom of every page.
  • You can pay by card or by your PayPal account (if you have one), so click on the 'PayPal' (for PayPal or card payments) button. Note that we never have access to your card or PayPal information.
  • If paying by PayPal, click on the 'PayPal' button and you will be taken to the PayPal payment screen to sign in to your PayPal account, and confirm the payment.
  • If paying by card, your payment will be processed by PayPal.
  • Once you have completed the payment process you will be returned to the Humblewood website. You will receive an emailed confirmation.

• WHAT PAYMENT OPTIONS DO YOU ACCEPT?

  We accept payments by most major credit and debit cards, or by your PayPal account (if you have one) when you place your order online. All our online payments are conducted through PayPal; a trusted and secure payment solution.

• IS MY PAYMENT SECURE?

  Online card payments to us are made via PayPal, an internationally recognised payment provider. You can use your account balance to make payments, but you do not have to have a PayPal account to use their service to pay by most credit or debit cards.

  When you click the 'Continue' button on the last checkout step, you are redirected to the secure site of the payment gateway where you submit credit card details, or sign in to your PayPal account, and confirm the payment. We never have access to your Card or PayPal information.

• IS YOUR WEBSITE SECURE?

  Our shop page uses an e-commerce system from the market-leading company, Ecwid. All transaction information is protected by the same level of security used by banks, as Ecwid is certified Level 1 PCI compliant. Dispite this, Ecwid does not actually process your credit/debit cards. The payment gateways noted in the previous answers provide the necessary high security level for these operations. For additional reassurance, our whole website is protected by an SSL certificate and is continually scanned by McAfee's Secure Trustmark.

• WHAT ARE THE DELIVERY COSTS?

  Delivery for UK retail customers is free.

  Due to the variety of options for different destinations, delivery costs for international orders are calculated at the checkout.

• HOW WILL MY ORDER BE DELIVERED?

  Depending on its size/value, your order will be delivered by either 1st class UK post, or by a 2-3 day courier service. The actual courier used will be chosen to provide the best service for your particular order. Customer collections from us are not available.

  International orders will be sent via the UK's Royal Mail, then onto your country's postal system. Larger orders will be sent direct by an international courier service. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs or to delivery services based outside the UK.

• CAN I DELIVER TO A DIFFERENT ADDRESS?

  When you checkout, you can choose to have your order delivered to either the card holders address, or to any alternative UK address you enter. But be aware, that due to the increased possibility of fraud, we only accept responsibility for orders delivered to the card holders address.

• WHERE DO YOU DELIVER TO?

  We can deliver to anywhere in the UK, including 'Highlands and Islands'.

  We also arrange deliveries to most international destinations. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs or to delivery services based outside the UK.

• HOW IS MY ORDER PACKAGED?

  Your order will be despatched in sturdy cardboard packaging, carefully packed to provide maximum protection for the products. We may use suitable recycled packaging.

• WHAT HAPPENS AFTER I PLACE AN ORDER?

  Once you have placed your order, we will email you a confirmation. We will also email you once your order has been dispatched.

• HOW LONG WILL MY ORDER TAKE?

  Stock items will be dispatched on the next working day. Estimated UK delivery times are: Royal Mail UK 1st class post 1-2 working days from dispatch. UK Courier 2-3 working days from dispatch. Larger orders may be sent by a next day, signed for, courier service. Dispatch times for custom orders will be advised before the order is finalised / placed.

  Delivery times for international orders will vary depending on the destination. We will do our best to advise customers of the anticipated delivery time once delivery has been arranged. If you would like an estimated time of arrival prior to ordering, please contact us with details of what you would like to order and your location.

• IF I REORDER, WILL THE ITEM BE EXACTLY THE SAME?

  Our aim is that it should be as close as possible but, as with any handmade item, there may be slight variations in size and shape. Colours too, can vary slightly between batches. However, any variations should be insignificant. Naturally the colour and grain pattern of the wood used will vary from piece to piece and a match cannot be guaranteed.

• CAN I CANCEL MY ORDER?

  You can cancel and receive a full refund prior to dispatch. Once an order has been despatched, you would need to return the order to us (at your own cost) in order to receive a refund of the product costs, excluding delivery charges. The items must be received back by us in a resellable condition. Any damage will be deducted from the refund.

  With custom orders, as long as we receive the cancellation request prior to us starting work, your payment will be refunded in full. Where significant work has been done on your custom order, we cannot refund the item costs, although the unused delivery costs will be refunded.

• WHAT IF THERE'S A PROBLEM WITH MY ORDER?

  If you find something wrong, please contact us as soon as possible and we’ll do our very best to put things right promptly.

• CAN YOU SUPPLY ITEMS NOT LISTED?

  Certainly. Just let us have your requirements and we'll come back to you to discuss the options so we can establish a price and delivery details. Contact us via this form to start the conversation.

• HOW DO YOU MAKE YOUR ITEMS?

  We use traditional woodworking tools and methods to create our items, which are then painted and finished by hand.

• WHAT MATERIALS DO YOU USE?

  We just use sustainably-sourced native hardwoods such as Ash and Sycamore, water-based eco-friendly paints and varnishes, and a good quality furniture wax. The vase inserts are glass, and clock mechanisms are quality quartz movements.

• DO YOUR PRODUCTS NEED SPECIAL CARE?

  Taking care of our products is easy. The varnished wood shouldn’t ever need more than just a wipe over with a duster or moist cloth. Any waxed areas can be gently rubbed over with furniture wax – just don’t get it in clock mechanisms. The glassware can be washed as normal. Wood should never be immersed in water.

• I'M NOT IN THE UK, CAN I STILL BUY FROM YOU?

  Almost certainly. Please contact us with your requirements and we'll work out the delivery options for you.

• HOW CAN I CONTACT YOU?

  You can send us a message via the contact page and we will respond as soon as possible. Include a phone number if you'd like a call back. Alternatively, call us on 0845 224 1632 (local rate *) / 017683 72466 (national rate), or +44 17683 72466 (international rate) (* Calls cost 5p per minute plus your network access charge)

• WHAT ARE YOUR OPENING TIMES?

  Our usual 'office' hours are 09:00-18:00 GMT, Monday to Thursday, and 09.00-16.00 GMT on Fridays. As a small business we do not promise to always be available to answer the 'phone, but we will do our best to respond as quickly as possible to all emails and messages. A prompt reply outside these times is not guaranteed. We are closed at weekends and on UK Bank Holidays.

Didn't find the answer you needed? Just get in touch and we'll do our best to help.