Terms and Conditions

 

 

Payment

All transactions are made in British pounds.  We accept payments using both credit and debit cards.  These include Visa, MasterCard and American Express.

 

Delivery

Once we have received your order, we aim to have your goods dispatched to you within 5-10 working days.  Made to order products may take longer, please see product description for estimated delivery times.

All of our products are delivered using courier services and will require a signature on arrival.  We will email you with any relevant tracking information.

UK orders

We are able to offer free delivery on all UK orders on both our lighting and textile ranges.

Made to order products may take longer, please see product description for estimated delivery times.

International orders

Through our online shop we are able to offer international delivery on our textile goods to a number of international locations. 

EU Delivery charges - £15 flat fee

America | Canada | Australia delivery charges - £20 flat fee

For orders outside of these areas, contact louise@louisetucker.net

For international orders of your PREN handwoven lighting collection please email louise@louisetucker.net

Please be aware that prices do not cover import and customs duties and these are the responsibility of the customer.  

Standard delivery charges do not include insurance.

 

Returns

We aim to provide you with beautiful products and hope that you are completely satisfied.  However, in the event that you wish to return your product, please email us immediately to inform us of the return.  Goods returned must be returned to us within 14 days upon receiving your goods. Items must be returned within its original packaging, be unused and undamaged.  Please keep proof of postage as we cannot take responsibility for goods lost or damaged in transit.  The cost of returning goods is the customer’s responsibility.

In the unlikely event that your product is defected or damaged, please email the studio within 7 days of receipt of goods.  Please return the damaged product to the studio within 14 days.  In the event that your product is assessed to be defected you will be entitled to a replacement product or a full refund which will include a refund on both delivery charges.  Please keep proof of postage as we cannot take responsibility for goods lost or damaged in transit. 

Please be aware that there is a different returns policy for made-to-order and custom goods.

Made to order goods returns policy     Due to the handmade made-to-order nature of our lighting products we are unable to accept returns.    Products which are damaged or defective at the time of receipt can be exchanged for the same items, provided we are notified by e-mail or phone within three business days of receipt of the goods. This policy does not include goods which are not defective, but rather exhibit minor variations typical of handmade products.  Please bear in mind that due to the handmade nature of the products, sizes and wood shades may vary slightly.

 

Made-to-order products

When ordering made-to-order products full payment is taken at the time of ordering.  Products will be despatched within the set lead time on the product description.  You will receive an email informing you that your new product is ready for delivery.  This email will include all relevant tracking information.

Please be aware that once your made-to-order has been securely paid for, we will not be able to accept cancellations or returns until orders have been shipped.

 

Product information

We aim to provide you with beautiful and clear product photography that showcases a true representation of our products.  We are, however, aware that due to different screen qualities colours may differ very slightly.  We therefore recommend that you read each product’s description for sizes, colours, material, design and postage before you go ahead with your purchase.  All sizes given are approximate. 

 

Privacy

Any personal information that we receive is confidential and gathered for the purposes of sale and despatch of goods from www.louisetucker.net, and to inform you of new products, promotions and news from Louise Tucker.

We will not sell, distribute or lease your personal information to third parties unless we required by law to do so.