Should you need to contact us for any regarding your order, query, or any other reason, you can do so through our website contact form, or by emailing our team directly at hello@TheBespokeSignHouse.com.
ORDERING FROM US
Thank you for placing an order through The Bespoke Sign House. We take great care with all of our orders and greatly appreciate your custom.
All orders are to be made through the The Bespoke Sign House website. Each sign is made by hand to order. We must receive full payment for the whole price of the goods that you have purchased before we can proceed to make and dispatch your order.
We accept most major credit, debit cards & PayPal payment options.
With all orders, we will confirm with you that your order has been received and that our manufacturing team is putting your order together. This is done via email, to the email address provided when completing your order with us. In the unlikely event that you have placed an order but have not received an order confirmation, please contact us through the website or by email (above) and we will confirm if your order has been received, or if you need to resubmit your order.
The price quoted on the website or as quoted by a member of The Bespoke Sign House staff is the price payable for your order.
Once confirmation of your order has been received to our manufacturing team and paid in full, this will create a legally binding contract between us, The Bespoke Sign House Ltd, and you, our customer.
CANCELLATION OF YOUR ORDER BY US
Of course, we will always endeavour to fulfil every order placed with us. In the unlikely event that we cannot fulfil your order, we will contact you to make you aware, as well as offer any alternative solutions or alternatives which we can substitute for you.
We reserve the right to cancel any order placed with us, and in doing so any contract in place, if:
• We have a technical/mechanical issue and are unable to complete the order.
• We have insufficient stock to be able to complete an order
• We have not received payment in full for an order, or, are unable to receive payment for an order.
• We have reason to believe a transaction is fraudulent, or not genuine.
• An error meant that the incorrect product or price was displayed or listed on the website.
We cannot complete the order for any reason which is out of our control. We may be able to ‘hold’ should we need to cancel your order or any contract between us, we will contact you to make you aware, as well as provide a full refund, up to the full purchase amount.
CANCELLATION OF YOUR ORDER BY YOU
Should you need to cancel your order, you must do so within 24 hours of the order being placed. Providing that the order has not already been made, we will be able to cancel your order and provide a refund. If you are looking to cancel your order after more than 24 hours of purchasing, we will not be able to offer a refund.
MANUFACTURING YOUR ORDER
The website should only be used as a guide on the visual aspects of our products. As we work with natural materials, such as slate and granite, sizes, colours and textures vary from one sign to another. However, we do our utmost to ensure consistency in the high quality work we produce.
When using our website to place an order, it's the customer's responsibility to ensure that their material, lettering, numbering, colours, positioning, font and layout is correct before proceeding to payment and with the order. If this is the case, we will email you regarding any problems before production.
Should you wish to receive a virtual mock up of how your sign will appear before purchasing, you can contact us at firstname.lastname@example.org.
The Bespoke Sign House reserves the right to alter the fitting and design submitted to us should we feel that quality or production may be impeded by layout, sizing or formatting limitations.
Unless no holes and fixings are requested, our manufacturing team will drill holes into the sign for it to be secured with the fixings we supply with your sign. This will ensure the sign is stable when fitted and is our default method of installation unless otherwise requested when the order is placed.
PACKING, POSTAGE AND SHIPPING OF YOUR ORDER
Once your order is complete by our team, we will aim to dispatch it within 48 hours of it being completed by our team. These times do not include weekends.
In unusual and unforeseen circumstances, your order may be lost in transit from being posted by us, to arriving with you. We have to allow 21 days for all UK orders before we can declare that it has been lost in the post.
For international orders, we have to allow 30 days from being dispatched until we can declare that the order is lost. Once these timescales pass and your order has still not arrived, we will refund or replace the order in full. If you have not informed us that your sign has not arrived within 25 days for UK orders and 35 days for International orders, we have no liability to replace or refund the order.
You can read more on our production times and postage costs for the UK and worldwide on our blog.
EXPRESS PRODUCTION AND SHIPPING SERVICE
We offer an express production option at an additional cost. This will ensure your sign is prioritised in our workload and made within 48 hours, before being sent in priority post to ensure it arrives with you as soon as possible. This can be purchased at the checkout stage on our website.
We hold the right to reserve this option to certain times of year, or to downgrade your express production purchase to a standard production if necessary at our own discretion. Should this happen, we will refund you the difference.
We carry out additional quality checks to ensure that all products leave the workshop in a good condition, the exact same condition we wish for you to receive them in. But in occasional circumstances, products can get damaged in the postal service before arriving at you. Contact us if this is the case, and we would be happy to replace or refund the product for you. We will request pictures of the damaged product for our own reference should we need them, and in some cases for the product to be returned to us.
As our products are largely bespoke and made to order, we cannot accept returns, refunds or replacements for products that are not damaged.
Should you have any queries prior, during or after purchasing from us, you are more than welcome to contact us directly. You can do so by email at hello@TheBespokeSignHouse.com using the contact form on our site or by letter to our registered company address.
We use marketing and remarketing activities, in which case your information may be part of an information list where you may view or receive marking materials or promos from us, in line with GDPR.
We are always delighted to receive pictures from our customers happy with their sign. We may use such images sent to us via public online review platforms such as our website, Google or Etsy for further promotional material. This could include use on our website, in publications or in magazine prints. By uploading your image in a review about The Bespoke Sign House, you are consenting for us to use of that image for marketing purposes.
Our site and payment gateway is fully PCI DDS compliant, and in doing so, ensures your payment safety. We accept payment from all major credit and debit card providers, as well as PayPal.
TAX AND VAT
As per the UK government's tax laws and legislation, 20% VAT is charged on all orders. The Bespoke Sign House is not liable for any import tariffs, additional postage charges or additional local tax charges on international orders.
You can see our full privacy details, here.
WITH REGARDS TO THESE TERMS
No other information stated by any other website, sales representative, or any other individual or organisation should be seen as any form of variation on these terms for The Bespoke Sign House. This includes imitation or fraudulent behaviour with any company using our company name, which we hold no liability for, and will be dealt with legally as a separate matter.
If for any reason, any aspect or premise of The Bespoke Sign House terms and conditions is unenforceable, this does not affect the enforceability for any other area of these conditions, which will remain unaffected.
If at any point, an aspect of our terms are deemed invalid under any current and applicable statute or application of the law, that term is automatically omitted from our terms stated. Those terms will be removed to the minimum extent necessary to comply with the law, without compromising the validity or remainder of enforceable terms within this statement.
The entirety of the terms and any contract between us shall be governed by and interpreted in accordance with English law. Should any dispute resolution be required, it shall be interpreted and overseen by the English courts, who will have jurisdiction to come to a resolution.
Once an order is placed, these terms are acreed to and accepted.
We withhold the right to change these terms at any time. So do not assume that these exact same terms will apply in the future.