Delivery and returns

Furniture delivery

Our furniture is made to order by hand in one of the Sultan of Oman’s respected furniture workshops. When your piece is finished it is crated at the workshop and sent to you by air freight, which takes around one to two weeks from dispatch, depending on the destination and customs.

Costs, duties and taxes

Shipping, import duties, customs clearance and local taxes are not included in the price unless we say so. Once your piece is crated and its size and weight are known, we send you a full quote, which is paid before dispatch. For UK deliveries this can include import VAT, duty where it applies, and carrier clearance fees.

On the day

Standard delivery brings the crate to your door (kerbside or threshold); it does not include moving it inside or unpacking. Our team can carry it in, unpack, place and install the piece for an additional charge: please ask in advance. Tell us about stairs, narrow access, lifts or timing restrictions before delivery.

Pieces already in the UK, from our showroom or stock, are crated and delivered by a private delivery company, with white-glove delivery on request.

Inspection and insurance

Please inspect the crate before signing and note any visible damage on the delivery paperwork, then tell us within 48 hours with photographs. Responsibility passes to you once delivery is complete, so we recommend insuring high-value pieces from that day.

Fabric delivery

Our fabrics are printed or woven to order in England and inspected before dispatch, within 10 to 12 days. Orders of more than a metre are sent on a roll, as one continuous length. Samples are dispatched in 3 to 5 working days, with free postage. UK delivery is £16 plus VAT (£19.20) for any length from 1 to 50 metres; for delivery overseas we send a quote.

Returns

Your statutory rights always apply: goods must be as described, of satisfactory quality and fit for purpose. Nothing in this policy limits those rights.

Bespoke and made-to-order furniture

Pieces made to your size, finish, veneer or specification cannot be returned for a change of mind, so please check every detail before you order. We are always happy to talk through measurements, finishes, fabrics and timings first.

Printed-to-order fabric

Fabric is printed for you, so we cannot accept returns for a change of mind or colour; please order a sample first. If there is a printing error, a fault, or the fabric is not as described, we will reprint, replace or refund it.

Standard products

For the few items we sell that are not made to order, you can cancel within 14 days of receiving them and return them within a further 14 days, unused and in their original packaging.

Faulty or damaged goods

Contact us straight away with photographs and your order number. We will repair, replace or refund as appropriate, and pay the return postage on faulty items.

How to return

• Email info@patience-gough.com with your order number and the reason.
• We send return instructions and a return authorisation number.
• Return the item within the agreed period. Please do not send anything back without authorisation.

Refunds

Refunds are made to your original payment method within 14 days of us receiving the item, or proof of return, and can include the standard delivery charge.

Contact

Patience & Gough, 14 Church Street, Windermere, LA23 1AQ. info@patience-gough.com, 07472 697363.